- Commitment to “the cause”. It’s very important for your community manager to believe in your cause. Their communications need to be transparent & authentic. The job has many challenges so they need to inherently believe in their work & the brand.
- Love people. The position is about connecting & communicating. There is interaction with all types, so a community manager needs to enjoy it. (This is why it’s a great position under marketing).
- Must enjoy technology. It’s a web 2.0 job. Technology is changing quickly. The tools are constantly shifting & evolving. One has to thoroughly enjoy being immersed. And if your product/brand is technology oriented then it’s natural to be involved in product development & providing feedback.
- Must understand online culture. Did I mention this a web 2.0 job? Working online is a bit different than face-to-face. A person needs to maintain a sense of humor & not take things personally. Working online requires a level of perceptiveness so that you can interact with all types of people.
- Powers of Observation. I just mentioned being perceptive but it’s more than that. Providing feedback on trends, monitoring brand & being ever present require one to be ever watchful. As a metacustomer the community manager is the eyes & ears for the company – all teams – and responsible for providing feedback from the customers.
- Flexibility. Community work is 7 days a week. Checking in on my communities & responding to their needs isn’t a 9 – 5 job. (I do sleep though). But I’m cognizant of the time zones when I add people to teams. It’s nice to have people providing assistance from around the world (so I can sleep!🙂 ).
- Life experience trumps youthful energy. Tish’s point is to not entrust this important job to an intern or someone who is a short-timer. The more life experiences a person has, the more they have to offer the community.
I like that “commitment to the cause” was #1 on the list. If I could add a few more, they would be:
8. Coupled with #2 (love of people) is the need to be a solid communicator. Even a great one. In any type of management – especially community management – understanding the value of communications (and being a natural communicator) can have a tremendous impact on the success of that community. (Note that the description of #2 is 100% about communication.)
9. Connectedness. Natural community managers tend to be active in a number of communities already. Look for a diverse socio-professional network on their LinkedIn and Myspace accounts. Also look for telltale signs that they are social media power-users (Blog activity, Twitter, Plurk, Seesmic, etc.) The ability to mesh social media tools with their propensity to be an active member within their chosen communities is a sign of good things to come. Also in the connectedness vein, great community managers tend to be natural connectors: They see the synergies between communities, organizations and individuals. They are often the folks who will provide the types of introductions that will strengthen bonds within communities and organically recruit new members.
Also picked up from Tish’s original piece:
“Your potential community manager should be open, congenial, and can handle difficult situations with tact and diplomacy (not like a cop or Marine sergeant).”
“Don’t confuse liking technology with loving it beyond everything else.”
Remember (per Tish) that “a lot will be riding on this person – more so than which tools are used. Your community manager should understand people well and be good at creating and maintaining relationships and ability to create relationships, regardless of which tools are available.”
With so many companies turning to user/customer community engagement to strengthen their brands, this little primer is worth its weight in gold.
Incidentally, Connie will be speaking at the Social Media Strategies Conference in San Francisco (October 29-30) with fellow Marketing 2.0 contributor and social media expert Francois Gossieaux, Jive Software CMO Sam Lawrence, and a very solid panel of other (hopefully) familiar names. Check your calendars.
Image source: TID