Social Media Manager
You need a professional Social Media Manager to take care of your social networks. Period.
Community Managers are often “seen” as the public face of an organization. If people aren’t happy with the business, they might take it out on the community manager. If they have a question about the company’s product, they’ll often ask the community manager before they go through the regular customer support or local managers.
If your business is in the news, whether for good reasons or bad, the community will look to the community manager to speak on behalf of the organization. Community managers don’t just encourage conversations between members. They also need to encourage communication between your company and its customers.
What to look for in a Social Media Community Manager
Online communities need leadership. There needs to be someone answering questions with a great amount of diplomacy. There isn’t much tolerance of authoritarianism when it comes to community building.
- A Person Aligned With Your Company
A community manager needs to be enthusiastic and love what they represent. They need to be happy sharing and spreading awareness of the company and what it supports wherever and whenever they can. Someone who doesn’t believe in what they are doing won’t be very successful for your online presence .
- A Multi-tasker
Although much of a community manager’s time and focus will be spent on the organisation’s ‘official’ online community, they will also spend a lot of time monitoring and getting involved in conversations away from the community. They will be reading the blogs and twitter streams of influential people and potential members. They’ll be monitoring competing communities and getting involved in conversations wherever they may be happening.
- Customer Service Star
An online community manager needs to keep the peace. This can be difficult when there are a number of competing personalities. It’s true that some people just won’t fit in; however, big personalities are a good thing – often, they drive conversation, activity and engagement, so you’ll want to keep them in the community. At the same time, you don’t want arguments and abuse to destroy the community.
- A Mediator
Similar to a referee, but different. Referees judge whilst mediators encourage aggrieved parties to work things out for themselves. The best online community managers rarely have to edit or delete member contributions – they will act as mediators and help prevent personality clashes or misunderstandings from happening in the first place, or from escalating out of control.
- A Listener
Experienced online community managers need to listen to the conversation. They’ll need to be prepared to hear petty complaints and handle all negative conversations with the utmost of professionalism. They should also relay all complaints to the company as a way to monitor products and service.
Contact us about your social media. Big or small, we’ve got you covered. Call 917 623-7870.
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