The perfect community manager

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How can a community manager measure engagement

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The perfect community manager

  1. 1. THE PERFECT COMMUNITY MANAGER How to Manage Social Media Engagement Marisa Peacock, Chief Strategist, The Strategic Peacock J.Boye Philadelphia 12 Conference May 2012
  2. 2. What Does a Community Manager Do? Interact and build relationships; someone who can tap into consumer conversations - both positive and negative - and nurture relationships between our client’s brands and consumers in new and exciting ways. Proactively engage with content consumers across all platforms, including Facebook,Twitter,YouTube, Google+, Pinterest, blogs, forums, email and more Implement the online community strategy, coordinating with stake holders across the Company to ensure its effectiveness and providing superior quality of customer service and support to our community. taken from real job descriptions
  3. 3. What Does a Community Manager Do? Monitor and be active in understanding what customers, partners and other members of the community are saying in both the corporate community as well as external websites. Develop and post interactive, thoughtful, intelligent, and provoking content that encourages participation and the development of member-generated content Review Social Dashboard and web analytics for the company blog for notable links, trending traffic sources and relevant conversion metrics taken from real job descriptions
  4. 4. Who is a Community Manager Marketing/Advertising Customer Relations Research & Development Business Development Information Technology Communications
  5. 5. The Skills of a Community Manager Strong project management or organizational skills. In-depth knowledge and understanding of online community platforms and their respective participants Excellent writing skills to get the key points across clearly and concisely. Highly organized and can multi-task Advanced analytical and problem solving skills and a high attention to detail is critical Excellent customer relations skills Deep understanding of community building techniques and a demonstrated ability to grow online communities Good technical understanding and can pick up new tools quickly.
  6. 6. How Community Management Usually Works Marketing R&D HR Sales Legal IT C-Suite cmmgr
  7. 7. How Community Management Should Work community managers Marketing R&D HR Sales Legal IT C-Suite
  8. 8. We Are All Community Managers
  9. 9. 10 Rules for Community Management
  10. 10. It’s a lifestyle, not a job. 10.
  11. 11. It’s about Organic Engagement 9. credit: RealSimple
  12. 12. Bigger isn’t always Better 8.
  13. 13. It takes a village. 7. credit: GingerMonkey
  14. 14. Sharing is Caring. 6. credit: Business Transformation Academy
  15. 15. If you don’t care, your community won’t either. 5.
  16. 16. You are not a robot. Act human. 4.
  17. 17. You are only human. Automate. 3.
  18. 18. Add value, not work. 2.
  19. 19. Community is everywhere. 1.
  20. 20. Thank you. www.strategicpeacock.com @marisacp51

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