What makes a good online community manager?
In the recent social media marketing talk at of the Certified Digital Marketer (CDM) Program, Jason Cruz, Director of Community Management of MRM Worldwide Manila stresses the importance of an online community manager whose personality fits the brand’s social media persona.
“Online community members interact with brands and business to show affinity or closeness; find like-minded people; or ask, inquire or give feedback to the brand,” says Cruz.
That’s why a good online community manager should have deep understanding of the community and its offline members.
“He should be able to communicate well to its members and brand fans,” adds Cruz. “He must be able to match their voice, tonality and language of the members.”
The online community manager must be able to have deep understanding of anecdotal stories and community sentiments.
Elliot Volkman of Social Media today reveals that in the past, community managers often evolved from forum moderators and developers.
“They would enforce their community’s policy, social norms, and retain order,” says Volkman.
But at the end of the day they should be brand evangelists who should “shout from rooftops (blogs), converse with friends and connections (social media), and occasionally toast to it as well (tweetups and meetups).”
Volkman reminds everyone that the community managers are no longer simple forum moderators, but role models that listen to the community and relay that information to those who can improve it.
“While some may also take on the role of social media managers they may not place emphasis on marketing content and tactics, which is ideally what users want anyway.” Be the best online community manager for your brand. Join the Social Media Marketing Specialist Track of the Certified Digital Marketer Program. Visit imadigitalmarketer.com or call 927-0096, 0928-506-5382 for details. advt