Let’s Talk Community Management
It can not be understated how important a part Social Media plays on our life, close to 500 million people use Facebook, Twitter is already approaching a user base of 250 million, and the swell of the world of the blogosphere has made the internet more accessible than ever. There is also live streaming, podcasts, Youtube, forums, news updates, competitions… phew.
Why do people get so addicted to the net?
Why the hell was I up until 4am on Saturday night on a forum discussing the ramifications of putting clothes on Pandas? (no seriously)
Because it’s fun. That’s the most basic, most simple answer. Losing the limitations of public expectations and having the freedom of expressing your ideas and thoughts via the veil of internet anonymity is what appeals to those who want to have a voice.
That pretty much covers all of us I would say.
BUT! Who are the ones who organise the chaotic voices of the people? People have a lot to say, with anonymity comes lack of accountability and responsibility; and that is where Community Managers come in…
These are moderators, organisers, knights of order and harmony. We are the ones who host the parties, make sure everything goes smoothly, and generally create a fun place for people to hang out, like a cocktail party. I have managed quite the fair few communities in the past, and over the years I have found there are a lot of fundamental skills you need to learn before jumping head first into the role. Let’s have a look at a few ways good Community Managers get the job done:
Approach the Community Appropriately
This is a teetering topic depending on the job. Ideally in this day and age people like it when you are honest with them, putting a face to a community manager is more comforting than hiding behind a logo.
However if you are a business that intends on maintaining professional values then using a logo, developing a house style, and being more organised with moderating and updating is more ideal.
Spritz, for example, follows this second rule. When writing Twitter posts I like to exude a normalised approach similar to Harrods or Liberty. While this writer appreciates warm and homely text, it isn’t always appropriate for what the company wants to say.
Consider what type of brand you are before you decide what type of face you use as a Community Manager. And don’t forget, be professional, you’re a sort of face for the company, try to keep the more controversial details of your life private.
Engage with the Community
I follow a lot of big companies and their PR and spokesmen, be they PR for design companies, or the folks at Capcom and Namco, I like to know that they’ll be there to answer our questions.
It is important to embed yourself within the community, providing updates all the time, maintaining a strong presence, always making it known that you’re there as a sort of representative for the company.
Be authentic, leave your ego at the door and gain the trust of the community!
This is by far the most fun aspect of Community Management, I have maintained dialogue with many people who replied to us on Twitter in the past, people really appreciate it and it is incredibly rewarding to know they’ve formed a certain relationship with you.
Just so you know.
This will take many an hour.
Your First Step is Building a Community
I can’t stress this enough, your job is not to just jump in and throw offers and sales in people’s faces. The number one thing is to build the community, earn their trust, and become a part of them.
Call to action marketing works on leaflets, posters and other adverts, but marketing most certainly needs to be more subtle when addressing an involved community. People are savvy enough to realise when you’re just there to sell them something.
Building a community is hard, it takes time, and you need to deliver a lot of good, interesting content. But if you’re a good Community Manager that should be easy… right?
Listen and Respond
“Listening” is the big thing right now. However it seems that “responding” is still an issue. People can ask for more information on products, they can demand new features for future products, and generally make a hubbub.
Let’s say the blogosphere is going crazy about a certain T-shirt they saw in one of your adverts. This is perfect, the Community Manager can see this, they can be engaged and realise that there is demand for the shirt itself. After all, you want to get the community involved!
An example can be the “Salty T-shirt” from Capcom’s recent “Cross Assault” live stream show. It was quite popular in the live stream chat and neogaf, and would have been a good way for Capcom to market itself a little more by selling the T-shirts or having competitions that allowed people to win them.
Ok I could go on. Community Management is a mammoth of a job. All those things I mentioned at the top? We’re involved in all of that and more. If this post was too long and you couldn’t be bothered to read it all, here’s the bottom line for what you need to do the job well:
Be passionate, be engaged, put in the hours, take pride in your work, and have fun!