This document summarizes the key responsibilities and skills of a community manager based on real job descriptions. It discusses how community managers should interact with customers on social media to build relationships, engage with users, and provide customer support. The document also lists important skills like strong communication, organization, and an understanding of online communities. It presents rules for community management, such as treating it as a lifestyle, focusing on organic engagement, and adding value rather than work.

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. 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. 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. Who is a Community Manager
Marketing/Advertising
Customer Relations
Research & Development
Business Development
Information Technology
Communications

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. How Community Management
Usually Works
Marketing
R&D
HR
Sales
Legal
IT
C-Suite
cmmgr

7. How Community Management
Should Work
community
managers
Marketing
R&D
HR
Sales
Legal
IT
C-Suite

8. We Are All Community
Managers

9. 10 Rules
for
Community
Management

10. It’s a lifestyle, not a job.
10.

11. It’s about Organic Engagement
9. credit: RealSimple

12. Bigger isn’t always Better
8.

13. It takes a village.
7. credit: GingerMonkey

14. Sharing is Caring.
6. credit: Business Transformation Academy

15. If you don’t care, your
community won’t either.
5.

16. You are not a robot.
Act human.
4.

17. You are only human.
Automate.
3.

18. Add value, not work.
2.

19. Community is everywhere.
1.

20. Thank you.
www.strategicpeacock.com
@marisacp51