This document discusses the role and responsibilities of a community manager. A community manager is responsible for advocating the brand on social networks, creating buzz, building relationships with influencers, content creation, and developing engagement strategies. On a daily basis, community managers spend 40% having conversations, 20% building visibility, 30% finding new connections, and 10% each on analysis and befriending followers. Effective community managers have strong communication skills, good judgment, dedication, organizational skills, empathy, analytics background, and passion for the brand. The document outlines steps for an effective community management plan and golden rules for community managers.

1. Building your Social
Community Team
26 January 2015

2. Behind Every Successful Community,
is a Great Community Manager

3. What is a Community Manager?
A community manager is an individual who is responsible for:
 Advocating the brand on social networks
 Creating buzz
 Actively go out within the community to connect with potential customers.
 Building relationships with influencers
 Content creation
 Planning and developing strategies for increasing engagement
Community managers typically deal with those who haven’t heard of the
business they work for and boost awareness for the company.

4. Daily Work Flow of a
Community Manager
 40% having conversations with his community/fans.
 20% building visibility and credibility as by attending to social media chats
and moderating his own page.
 30% researching opportunities to connect with new people & blogging on
external sites.
 10% analyzing efforts driving the most traffic.
 10% making friends with everyone on his page (social butterfly).

5. The 3 Pillars of Community Management
Fan Growth Engagement Listening

6. Qualities of an Effective
Community Manager
 Strong communication skills
Should be comfortable interacting with people offline as well as online; a
natural networker. In many ways, he is the face of the brand!
 Good Judgment
Must know the best ways to handle feedback from the audience &
determine what to share, how to share and when to share.
 Dedication
“When you are a community manager, you’re on 24/7! Anything, good or
bad, can happen at any time and when it does, social media is the first place it
hits. You are technically the face of the brand, so you have to be there & deal
with it.

7.  Organizational Skills
The ability to multi task & staying organized at the same time!
 Empathy
If a CM is not able to see the brand from the perspective of a fan or
consumer he won't be able to communicate a message to them.
 Background in Analytics
Must understand how communities are responding to engagement, and
can determine what efforts are working and not working.
 Passion
Eat, Sleep and Breathe the brand.

8. Steps for building an effective
Community management plan
Define
goals
Profile your
target
community
Identify
Influencers
Create &
Optimize
SM friendly
content
Monitor &
Improve

9. Community Management Golden Rules
 Offer fans what they are looking for.
 Post on a relevant periodicity: avoid spam & information
overdose
 Share information which brings an added value.
 Involve your fans into the brands activities (feedback on
new product, logo, etc.)
 Respond & acknowledge your fans.
 Make your fans feel special.
 Smartly manage incidents & conflicts.

10. Community Managers’ #EpicFails
Back in 2011 during the protests in Egypt, Kenneth Cole decided to
make light of the situation and post this insensitive tweet.

11. This airport made a joke about a Chicago plane crash which killed a child.
Seriously? How could you think this is a good idea?

13. #MajorWins