The document describes the role and responsibilities of a community manager. A community manager is responsible for moderating user generated content on a company's social media pages and escalating any issues. Key responsibilities include developing community strategy, monitoring conversations, publishing content according to a calendar, enforcing guidelines when moderating content, and acting as a liaison between the company and consumers. Community managers must be passionate about the brand, have a variety of skills, and be flexible and personable to effectively build trust and grow the community. Their active involvement is critical to moving the community towards organizational goals.

1. Their role and how they give value to
the company and community users

2. Tasks

3. Job Description
Summary of position:
The Community Manager is an
appointed administrator for clients’
corporate social media communities (i.
e. Facebook Page). It is more of a brand
ambassador, responsible for moderating
User Generated Content that appears
and escalating any issues to the
appropriate internal/client teams.

4. Key responsibilities
Community strategy
○ Assist with creation, conception, and presentation of social media strategy and
integrated marketing campaigns.
○ Interpret the direction of strategy/planning and creative leads.
○ Communicate and coordinate client service, production and strategy/planning teams
ensuring that community strategy supports overall brand goals and objectives.
Management and moderation
● Listening & reporting
○ Utilize social listening tools like Sysomos and Buzzlogic to generate insights
○ Summarize insights and conversations to create actionable, client-facing reports
that lead to optimization
○ Monitor all streams, all brand channels, set up Google allerts
● Publishing
○ Create and maintain Content Calendars, including writing Facebook Status
Updates
○ Post relevant content in accordance with Content Calender

5. Key responsibilities
● Moderation
○ Review user generated comments and posts in a quick and timely manner
○ Respond to comments, when appropriate, in order to foster a positive community and
add value to the user’s experience.
○ Enforce the Social Media Guidelines as defined by the brand.
○ Escalate User Generated Content, where appropriate, to internal and client
stakeholders.
○ Consistent, helpful, friendly approach
○ 24/7 job
○ In case of crisis embrace transparency, do not delete anything, if possible take the
conversations offline
Team leadership
○ Participate constructively in inter-department and cross-service line communications
http://socialfresh.com/a-definitive-community-manager-job-description/

6. Qualities
● Passion - It is essential that a community manager has passion for the
brand, product or service he manages in the social media community. He
is the link between the company and the consumers.
● Jack-of-all-trades - The community manager deals with many different
departments and requires many different qualities. From strong
copyrighting skills to experience in PR and marketing as well as the ability
to process metrics and analytics.
● Resourceful - The community manager must be able to work on his own
to solve problems or to improve results. He has to stay on top of new
trends in order to implement them when needed

7. Qualities (continued)
● Flexibility - Everyday is different in the community, and the community
manager must be ready to adjust to various scenarios depending on overall
community activity and mood. It is also far from being a 9 to 5 job,
engagement is key and availability for it is very important.
● Personality - Being the first point of contact for customers and
community members, interactions must be well planned and played out in
an efficient way. It is important to be a good communicator and keep users
wanting to be participative. They also have to deal well with negative
comments and criticism.

8. Active management encourages
relationship building on trust, which
leads to loyalty and community growth
● Establish a level of trust with consumers that keeps them coming
back
○ In an open community, trust is the cohesive factor between
members and moderators; trust fosters growth, trust converts
users into an audience, and trust broadens the distribution of the
message
● Turns community potential into an asset that can be leveraged and
lead to awesome results
● Humanize the brand and create a closer connection to consumers
● Seed, start and create online conversations

9. Growth, number of visits,
number of page views, and
time on site decreased
dramatically during the
absence of a community
manager Source: http://www.
communityorganizer20.
com/2010/02/08/the-real-value-of-active-
community-management/
Community manager's role is
critical to community growth
and moving people from the
Active page management
managed
ends December 1st community towards
organizational goals
(creating thus SEO valuable
content)

10. Examples of succesfully managed communities
ASOS is successful at engaging with their community asking questions such as
"What would you like to see more of?" and directing their fans to discounts,
offers and latest fashion news