Community Manager. It’s a role that has evolved into a must-have position for any company wanting to connect on a deeper level and communicate directly with their consumers. With today’s new media technologies, it’s the perfect way to find brand advocates, solve customer issues and ultimately, build meaningful relationships. There are many qualities and skills to be had by a Community Manager and I could easily list them out myself. Instead, what better way to find what makes a CM valuable than by asking my own community on Twitter.
I decided to conduct a mini-Twitter project last night on this topic and asked my network of friends, thought leaders and colleagues this:
- What could a Community Manager do to use Twitter as a way to connect & engage with their community?
While I was battling Twitter and their database issues (perfect timing, eh?), I received a ton of kickass responses to my question:
Community Managers could monitor Twitter to find and connect with their community…and could help passionate community members find each other here.
Comm Mgr could use Twitter to ask questions, seek input, get the pulse of the community he/she manages.
I think it’s important to foster a sense of availability & approachability, esp. for bigger cos. I also think it’s important to not let questions go unanswered, and that takes a lot of commitment.
Be genuine. Add value thru info, links. Answer questions abt brand. Never resort to marketing speak. A Comm. Mgr. needs to learn the “etiquette” of each network he/she decides to engage with & really needs to enjoy people.
A good community manager knows the explanation they are giving is heard by all customers, not just the one with question.
Twitter is a great tool for a Comm Mgr. to keep the comm. connected (i.e. convos) & up-to-date w/news, videos, offers, etc.
Great comm. managers use social media to help view and articulate their brand through the eyes of their customers.
By engaging in near real time people feel a sense of belonging and their voice being heard.
Gauge pulse on what is being said. Survey. Address concerns. Immediate damage control. Initiate discussions… Tweetups!
More important than anything is to be human. Be real and transparent.
The last thought by Keith definitely drew my attention. BE HUMAN. It’s not that hard right? Well, unless you’re a man-eating mutant from the 3rd dimension, but that’s probably unlikely. So, be yourself to the community. If you’ve got a flair or quirky attitude that people find weird but entertaining – then do it! Community Managers are the face and voice of the company and someone who your loyal following looks to when they want to talk to a person and not a company or logo. Stand out and be heard!
These tips on how a Community Manager can connect with his/her community through Twitter are all valuable in their own right. It encompasses what being a community leader is all about and how these values can translate into a great experience with your own community on Twitter and really any network.
I had a blast getting people’s gears moving with this question and honestly, it wouldn’t have taken off without the help of my rockin’ community. This project helped show that a good Community Manager needs to know how to connect and engage his community and make it even easier to connect with one another. The CM is the facilitator that helps bring in the community but those advocates are the ones who truly make the conversation. It’s your duty to engage them, give them something to talk about and be able to show the results.
In true fashion, let’s hear from the community. What do you feel makes for a great Community Manager? What can we add to the list? Let’s get even more ideas flowing!