What Community Managers Do & Why You Need Them
“So your job is to, like, tweet for your company?”
Community Managers, how many times have we heard this? Explaining you’re a “Community Manager” usually results in a blank stare. We excuse our friends and family, because your friends aren’t hip-enough to understand and your parents are, well, your parents. But what about the people in your company, or your boss for that matter? Unfortunately, it’s possible that your boss or coworkers are not entirely sure what it is that you do and how it contributes to the brand. So, to celebrate Community Manager Appreciation Day, we’re listing a few of the things that CMs do and why they matter.
Being The Voice
Social media provides brands with the unique opportunity to get customers acquainted with more than their products. Social media can be a vessel to showcase what makes up the brand beyond the product. We covered 3 fantastic examples of this in our Brands Doing a Lot with a Little on Instagram post. Brands like GE, Sharpie and Intel are able to take their brand beyond the products they sell and create a whole new experience through social media. And who’s in control of these networks? The Community Manager.
Take in the view. pic.twitter.com/CJcdRPG0uE
— Pizza Hut (@pizzahut) January 23, 2014
Community Managers are in charge of setting the tone on social, showing off the people behind your brand’s personality and adding a little life to your products.
In my opinion, this is the most important part of being a Community Manager. The whole point of the job is to connect with your audience, and not just once. Every brand wants to improve their customers experience, and creating an ongoing relationship with a brand is a great way to do that. Without a Community Manager, creating a personal and connected relationship is difficult and time-consuming. Luckily, this is exactly what we love to do. For example, one of my biggest wins at Simply Measured was scoring this incredible review (set in the key of Beyoncé to boot) from our fan-turned-friend Ben Donkor. You’re certainly able to build relationships without a Community Manager, but having at least one dedicated person to foster and grow these relationships is a must.
With over 883 million people on Twitter, odds are some of your current or potential customers are tuning into updates from both their friends and brands. When the time comes to release a new product or feature, you want to tap into this audience. Certainly, without a Community Manager you could reach these people once or twice, but with a dedicated Community Manager, who’s objective is to get your brand name out there and create some hype, your reach would dramatically increase. Your Community Manager is essential to creating hype around a roll-out of a new product or feature.
— Nokia (@nokia) January 23, 2014
A great Community Manager is a good listener. A great Community Manager should be in touch with the space, as well as with their audience. For example, when a big development takes place, social media is usually the first place it breaks. You want a Community Manager on hand to keep an eye out, so you aren’t late to the party. In addition, listening to customer and fan feedback is another essential function of CMs. Keeping an eye on the sentiment surrounding your brand can be difficult for people who don’t have the time for it. Luckily, that’s what you have us for.
So, there it is people. Those are just a few of the many reasons why you should either give your Community Manager a bear hug, a high-five or a Tweet-a-Coffee for #CMAD. As for all my fellow CMs out there, put it here.
My name is Jade and I'm the Social Media Manager for Simply Measured. We can find common ground in Beyoncé and Chipotle burrito bowls.