Posts Tagged ‘community management’

Happy Community Manager Appreciation Day! #CMAD

Community Manager Appreciation Day

Today is Community Manager Appreciation Day, a day to thank the many community managers out there that work tirelessly (and sometimes at insane hours) to make sure that brands and their audiences are always getting the best experiences possible.

Over the past few years the role of a community manager has become more prominent as more and more companies see the value in having one. However, what’s interesting about the role is how it’s defined differently for every company that has one.

In pretty much every organization the day-to-day activities of a community manager will vary, but one thing will always remain constant; the community manager is a connection between a company and their audience. They act to help both the inside and the outside of their organizations and usually have a great handle on what’s going on on both sides of the fence.

This is so important in our modern world where everyone with an internet connection has a voice. Someone needs to listen to all of those voices and make sure they’re being heard. This means relaying what’s going on in the world to people inside their organization as well as letting their external audience know what’s happening inside the organization.

The community manager is sometimes overlooked as just the person that “plays on Twitter all day.” But this is hardly true. A community manager needs to be a wealth of information with their finger always on the pulse of pretty much everything going on in the world and find ways to relate that information to further the happiness of their many communities (the internal and external ones).

There’s also many ways that people can go about performing community management. Below is a presentation that I gave to open CM1, a community manager focused conference in Toronto, about a year ago. Inside you’ll find a few ways to look at how you can go about managing your community and I also give some insight into how I go about being a community manager.

So, if you work for a company that has a community manager or if you know one out there in the world, let them know you appreciate them today. Presents are always welcome, but even a heartfelt “thank you” will surely warm their heart.

To all my fellow community managers out there, thank you for being awesome and furthering our profession. On behalf of the entire Sysomos team, we salute you all.

Insights From A Day Of Learning About Community Management

Last week we put up a post that noted that I was attending CM1, a conference for community managers to share and learn from one another. In that post I shared some resources that I thought community managers would find useful and tried to kick off a conversation that other community managers could join in on.

Community

As well, in that post I promised that I would share some of the key insights that I took away from that conference.

True to my word, today I wanted to share a Storify that I put together during that conference.

Below you will find some of the best and insightful tweets that I took from the audience at CM1 during most of the day’s presentations. The Storify is a bit long as I combined the whole day into one story, but if you’re a brand that is focused on engaging with your audience or a community manager looking for some ideas and inspiration, it will definitely be worth the read.

Read the Storify from CM1 below and leave us a comment to let us know what you think about some of the ideas presented or share with us some of your best community management tips.

As well, if you’d like to see the slides from most of the presentations for yourself, you can find them here.

Sharing Resources To Grow The Role Of The Community Manager

Today I’m at CM1, a conference for community managers, taking place in Toronto.

Just think that 10 years ago there was no role at a company called a community manager. Today though, many companies have community managers (or sometimes they call them social media managers) and we have whole conferences set up around learning and growing for people who do this.

I did a quick search for the terms “community manager” and “community management” over the past year using MAP, our social media monitoring and analytics software, and found that they were mentioned in 1.1 million social conversations. If that isn’t proof that this is an important role, I’m not sure what is.

Sysomos MAP - Activity Summary

Sysomos MAP - Popularity Chart

But what is a community manager?

A lot of people still see this role as “the person who plays on social media all day.” While a lot of community management is done via social media because of the access that the social web has opened to people, that’s not really a great definition for what community managers do.

My personal definition of a community manager is that they are the person (or people, depending on the size of your organization) that act as the bridge between the people inside your company and your customers, community, fans and friends outside of your company. A community manager should be the person in your organization that has their pulse on what’s going on on with your community and can relate that information to the people that need it inside your company. At the same time, they need to be informed about what’s happening inside your company so they can share that information with people outside that are interested. The community manager needs to be fully immersed in everything that is going on.

Now, that’s just my definition of what I think a community manager should be. Every company will define this a little bit differently, but it should seem somewhat like what I said above. But your company and you have to decide how you will approach community management yourself.

I had the pleasure of being the opening speaker at CM1 the last time the conference was in town and I put together a presentation that can help you decide what kind of community manager your company needs and how you will do it. Here’s my slides for you to look over yourself (they’re better with me speaking over them, but you’ll get the point):

As a community manager myself, I feel it’s important for community managers to talk and grow the role together. That’s why I’ll be taking notes and putting together a Storify of some of the great content I’ll be learning today about community management and will share it here on the blog next week.

In the meantime though, here’s a few more resources that I like to learn more about community management:

  • Community Manager Chat – This is a weekly Twitter chat that happens every Wednesday at 2pm(EST) where community managers gather to discuss tips and best practices around a different community related topics every week. To join the chat, keep an eye out for and use the hashtag #cmgrchat on Twitter.
  • The Community Manager – The Community Manager is a website dedicated to all things community management. There’s a lot of great articles on this site around brand communities, so check them out at http://thecommunitymanager.com/
  • The Community Roundtable – The Community Roundtable is a members only group where professionals focused on growing communities for their brands can interact with each other to trade stories, ideas and more. While this group may have a member fee, it may be worth it as there’s a lot of great brands and professionals you can learn from that already members. Check the group out at http://www.communityroundtable.com/

That’s just a few good resources I know of. What are some good resources for community management you use or know about? Please share with us in the comments.

Happy Community Manager Appreciation Day! We Come Bearing Gifts

Happy Community Manager Appreciation Day!

What’s this, you ask? Well, Community Manager Appreciation Day (CMAD) was created back in 2010 by Jeremiah Owyang to celebrate the tireless efforts of community managers around the world. Community managers spend their day acting as a bridge between their company or brand and the world at large. At any given time you can find a community manager acting as the PR, marketing, sales, customer service and voice of a brand all at the same time. Today is the day we give them thanks.

Does your company have a community manager? Have you had a great experience from a brand thanks to their community manager? Today’s their day, so thank them for the wonderful job that they’re doing. Presents aren’t required (although I’m sure they also wouldn’t be turned away), but your thanks and appreciation is welcome.

Now, when I said that presents aren’t required, I meant it, but we have two for all the community managers out there anyways.

First, we have the ebook “A Collection Of Community Management Advice.” We teamed up with TheCommunityManager.com and issued an open survey of seven questions to community managers around the world. We got some great responses and put them together for anyone that’s interested in learning what it takes to be a successful community manager. Inside, you can find advice from community managers from EventBrite, Sony Computer Entertainment America, Syracuse University, Edelman, The Community Roundtable, The U.S. Department of State and more.

You can click here to download and keep A Collection Of Community Management Advice.

Our second present is also packed with useful advice for community managers, but comes in the form of a video. We had a few friends at New Media Expo a few weeks ago answer a couple of community management questions. We asked some social media professionals “What makes a great community manager?” and who some of their favourite community managers were. Check out their answers:

So to all those community managers out there making their companies better 24/7, we say thank you!