What it Means to be a Community Manager (Infographic)
Being a Community Manager for an Organization
Community Manager is not a job title that has been around for very long. When you tell someone that you’re a “Community Manager for such-and-such company,” you’re likely to get a confused look back. This doesn’t mean that you’re not an integral part of your company’s success.
For most companies, Community Managers are part brand managers, part marketing strategist, and part consumer relations. All of these roles are held simultaneously, and while balancing a handful of other tasks, you may find yourself involved in on any particular day. The great part about being a Community Manager has to be the amount of engagement you get to be involved with every day. You are on the front lines with the customers, brand advocates, and those who want to be part of the community. This means that you have to wear many hats, which is also fun. Really, when you are a community manager, you should never become bored. One minute, you are writing content, and then someone posts a complaint on Facebook, and the next minute you are diplomat. In the infographic above, you can see all the roles you may need to play. I think it does a good job breaking down all the situations you might have to be in.
Personally, I think one of the hardest roles to play are the ones that involve customer service. You need to be an active listener and sympathetic to the needs of your customers and your members. This sometimes requires you to be the voice of reason during tough situations. The best way to do this is to remember this do’s and don’t:
1) Be approachable. You want your members to feel like they can come to you when there is a problem or a mis-communication.
2) Don’t be afraid to show authority. Groups need a leader and your members will turn to you looking for it. As a community you do want to accomplish things and it s your job to keep people on task. Implementing this will allow your movement or cause to continue to move forward.
If you learn how to listen to your members and treat them with respect, you will master one of the hardest roles.
To help you get going, here are 5 necessary items for creating an online community.
I am compiling a list of all the roles you may play as a community manager. If you know of any more, please post a comment below or Tweet @BigMarker.