Managing Successful Communities:5 Key Skills Caty KobeSr. Community Manager@catykobe#GetSuccess
@getsatisfaction 2 #GetSuccess @catykobe@catykobeSenior ManagerCommunity,Support, & EducationContentDeveloperSupportTeam LeaderActiveCommunityManager15 Years ofCustomer ServiceExperienceExpert in SocialEngagementProduct TrainingSpecialist
@getsatisfaction 3 #GetSuccess @catykobe! The skills we likely already have! The skills we need to develop! Short group discussion/ Q&AWhat we’re going to talk about today:Why talk about these things?! To improve effectiveness in our current roles! To plan & prep for more senior community roles! To advance our industry
@getsatisfaction 4 #GetSuccess @catykobeThe skills we already haveThe skills we already have!
@getsatisfaction 5 #GetSuccess @catykobe! Have an endless supply ofpatience! Are empathetic to a fault! Have common sense! Are effectivecommunicators! Have user-centric attitudes! Are polymathsFor the most part, we already…
@getsatisfaction 6 #GetSuccess @catykobeTo amp up our game, we must be…
@getsatisfaction 7 #GetSuccess @catykobe! Develop thick skinagainst personal attacksand complaints! Do not makeassumptions about auser’s intelligence levelbased on their typing skills! We must be fair whenmoderating and cannotplay favoritesEmotionally Intelligent
@getsatisfaction 8 #GetSuccess @catykobeAdept at Crisis Management! Have a plan in place forwhen negativity strikes! Keep users calm &informed during outages! Manage angry sentimentwithout censorshipNegativity PlanNegativity Plan
@getsatisfaction 9 #GetSuccess @catykobeWe should be the center Corgi…Ready for anything (with a backup plan)!
@getsatisfaction 10 #GetSuccess @catykobe! Understand whichmetrics are mostvaluable! Recognize patternsand tell stories withthe data! Make bettercommunitydecisions byeliminating theguessworkData Savvy
@getsatisfaction 11 #GetSuccess @catykobeTie community data in to your overall business goalsData Savvy2013 Business Goals1. Improve customersatisfaction2. Improvecommunicationwith customers3. Reduce costsassociated to errormessages
@getsatisfaction 12 #GetSuccess @catykobe! Effectively manage strongpersonalities! Balance your prioritieswith your coworker’spriorities! Choose your battleswisely! Use data to preventcrying wolfCross-Functional
@getsatisfaction 13 #GetSuccess @catykobePlanning For The Future
@getsatisfaction 14 #GetSuccess @catykobePlanning For The Future! As long as you have customers you will need a community! Where will your community be in 5 years?! Evangelize community within your company! Work to advance your career & community management
@getsatisfaction 15 #GetSuccess @catykobeLet’s keep talking!Or ask your own questions:getsatisfaction.com/getsatisfactionUse the category tags:! #GetSuccess! Community ManagementWhat skills do you think aremost important? Tell me here:https://gsfn.us/t/3za40
@getsatisfaction 16 #GetSuccess @catykobeResources For You:! Get Satisfaction Community– Visit: getsatisfaction.com/getsatisfaction– Ask & answer questions underthe category: “Community Management”! Get Satisfaction Training Center– Visit: getsatisfaction.com/corp/education– Best practice articles– Widgets with community content! Community Management Certification– Course synopsis & registration:getsatisfaction.com/corp/education/community-management-certification! Community Strategist Certification– Launching July 2013!