So what does a Community Manager actually do? Updates the webpage? Hang around on Twitter all day long? Well, I would like to ask: what does a community manager NOT do? Half kidding, but according to an awesome article I read at prdaily.com the other day CMs basically cover eight different roles. The article is called “The many hats of a community manager”, written by Kristin Piombino, and describes what a community manager actually does in a very humorous way. Quite funny, thought I should share this one with you.
Some of the examples from the article:
- Detective: Community managers must detect customer problems, solve mysterious issues and, if necessary, bring cases to the technical support team.
- Translator: Your customers may not speak the same language as your company’s executives. Community managers have to be ready to translate geek speak into plain English, and customer concerns into recommendations for the product team.
- Author: From blog posts to tweets to Facebook updates, community managers have to constantly create content, and do so with a consistent brand voice.
- Diplomat: If a customer isn’t satisfied, the community manager is most likely the one who needs to smooth things over.
Well, I guess most Community Managers can recognise themselves in the article at least a bit. Would be very interesting to hear what the main focus is for you community managers at different companies, I bet we all have very different ways of approaching the CM role. Feel free to shoot me a tweet or comment here to share how you spend your days as a community manager, I would love to know and get ideas.
In my case I put a lot of focus into partnerships these days, finding cool events and happenings to be part of to engage either a new target group or simply connect with our existing community. I think it’s important to have a good balance between attracting new people and at the same time keep the people you already have satisfied and happy. I believe both sides need each other. It’s always much more fun to join a happy community than a sad one were people seem to leave, and at the same time it’s fun to be an early adopter of something growing and doing progress rather than an unsuccessful service.
If you discover something you like, you’ll share it with your friends. That’s kind of my main principle for everything I do. Keep people enjoying your service and they will get others to enjoy your service as well.