Today is Community Manager Appreciation Day; the annual celebration, conceived by Jeremiah Owyang This great idea inspired us to find out more about some Community Managers we know, so we reached out to our own customers and spoke to Digital PR and Communities Manager at Cybercom, David Hayes
What role do you have as a community manager in contributing to your clients' wider business goals?
As the digital PR and Communities Manager I am responsible for ensuring that our clients’ digital PR is being implemented to ensure good customer service and brand engagement with their customers. In today’s social space our clients understand that engagement with their customers is key to their bottom line.
What different communities do you manage and what does this involve?
I manage a range of large communities in conjunction with client customer service teams for large FMCG brands and other smaller communities. I am responsible for moderation for these communities in addition to strategic planning, organizing publishing schedules and advising clients on best practices in the social media space.
What is the most challenging element of being a community manager?
One has to have a level head when dealing with large communities. There can be a tendency to get too involved when in fact community management is like being at a party ensuring that everything runs smoothly. One has to constantly be a brand evangelist and ensure that the brand’s message is being delivered in a way that does not deter or upset the community. The most challenging part is that you have to be ‘always on’. Communities don’t sleep so they have to be managed 24/7.
Has Conversocial helped you to overcome some obstacles of being a community manager?
Conversocial is an essential tool. It allows me to be able to filter out unwanted elements from communities, particularly for large, well-known brands that can be affected by constant spamming. As with all communities we have to ensure that no one is offended or abused and Conversocial allows me to manage multiple Facebook pages at one glance to ensure that no unwanted comments or posts are getting through.
Conversocial is a Social Media Management System that helps businesses manage the increasing volume of two-way communication going through social platforms like Facebook and Twitter. Through in-depth engagement analytics and comprehensive comment management tools, Conversocial enables effective marketing distribution, moderation and customer support.