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The Real Business of Community Management

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Amber Naslund
Amber Naslund

A rundown of the reality and day to day of community management roles, including what to look for in a professional and what kind of metrics apply. As presented by Amber Naslund, Director of Community for Radian6

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the real business of community management amber naslund director of community, radian6 @ambercadabra
the four focus areas for today’s community manager...
listening.
engagement.
content.
internal education.
the profile of a community manager...
attributes: curiosity innovation motivation collaboration translation humility diplomacy connectivity
expertise: business process social media anthropology hedgehog management customer service written communication skills
a day in the life of a community manager...
Listening 25% Engagement 40% Internal Comms 15% Content 20%
the balance of personal and professional...
measuring and accountability...
key metrics: volume of mentions media reach topic/content trends engagement percentage competitive landscape response time (i) sentiment trends (30 day) response percentage (i) share of conversation content contribution (i) customer satisfaction content shares lead volume
community = this.
questions? amber naslund director of community, radian6 amber@ radian6.com | @ambercadabra radian6.com

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