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Five Key Assets of a Good Social Community Manager
January 21, 2011
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You've heard a lot about social community managers, but what exactly do they do?
In short, they monitor conversations in the social media space (and that takes a lot more than just good listening skills).
To clarify how a good CM goes about his or her work, Edelman's David Armano has put together a handy-dandy community management scenario map. We like this map because it lends clarity to murky people-facing situations—and could help you choose your CM-types more wisely and avoid mistakes on your company's social journey.
In the map, you'll find that the role of a CM:
- Divides into four basic actions: listen, assess, engage, repeat
- Depends on whether the conversations surrounding your brand are compliments, complaints or other issues (which will vary depending on your service, brand or industry)
- Requires discretion (to be able to determine whether an issue is legitimate and worthy of response, for instance)
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A must read for business owners toying with social media. I would add that the individual does not need to be a staff member and this function can be outsourced as long as they have the apply the approached mentioned in this article plus an appreciation of the promotional impact they may have with their actions on the business.