1. What
does
a
Community
Manager
do?
Alicia
Ortega
Herrero
@alicia0rtega

2. 1. What does a Community Manager do?

3. What does a Community Manager do?
! Shares
relevant
content
! Acts
like
a
Customer
Care
Department
! Leads
a
community
of
users
and
clients
! Helps
solve
reputaBon
crisis

4. What DOESN’T a Community Manager do?
! Sell
products
or
services
! Play
computer
games
or
chat
with
their
friends
! Repair
computers
! Stay
online

5. 2. Skills

6. Skills
! Good
reader
and
writer
! EmpatheBc
! Good
under
pressure
! Love
their
job

7. 3. Personal branding

8. Personal branding
! If
you
don’t
want
someone
to
see
it,
don’t
post
it
! You
are
only
one
person
! Your
blog
is
your
home
! Talk
one-­‐to-­‐one

9. 4. Managing professional accounts

10. Managing professional accounts
! You
should
know
EVERYTHING
about
your
company
! Pick
a
company
that
shares
your
philosophy
! ARer
all,
it’s
just
a
job
! But
it’s
your
job
and
doesn’t
have
to
be
a
secret
! *Tip:
Work
for
the
clients,
but
be
paid
by
the
company

11. 5. Managing user/fan communities

12. Managing user/fan communities
! Don’t
feed
the
troll
! Try
to
accept
every
point
of
view
! Don’t
forget
why
you’re
doing
it

13. Activity

14. Activity A
! Someone
is
commenBng
every
post
with
curse
words.

15. Activity B
! You
are
the
CM
in
a
train
company
and
one
of
your
trains
has
just
had
a
huge
accident,
with
hundreds
of
vicBms.

16. Activity C
! By
mistake,
you
post
your
Candy
Crush
points
on
your
company’s
TwiWer
account.

17. Activity D
! One
of
your
clients
posts
a
photo
on
TwiWer
showing
a
roWen
leWuce
and
saying
they
bought
it
this
morning
at
your
establishment.

18.
Thank
you!
Alicia
Ortega
Herrero
@alicia0rtega
aliciaorteg@gmail.com