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5 Tips Towards Better Community Management

| February 8, 2012 More

Community ManagementA community manager is responsible for growing and nurturing people around a brand, often as the voice of the company. However, given the relatively flexible nature of the role, many community managers handle a wide range of responsibilities, such as customer support, marketing, writing, and social media management. With the ever-growing number of companies relying on an online presence, the addition of a community manager to the team has become increasingly important.

How to Achieve Community Management

Depending on the company, a new community manager may find that his or her role is not exactly defined. However, the following are general tips that can lead to successful community management.

1. Be Natural

Online communities are extremely sensitive to fake personas and personalities, and stray away from forums that are dominated by a corporate personality. Community managers should not have to worry about presenting a façade in front of their audience. By using a natural tone and demeanor, this can show that the community manager is comfortable speaking in front of his or her community members.

2. Take the User’s Point of View

It’s easy for companies to get caught up in progress, forgetting the needs of the audience. But communication is a two-way process: in addition to serving as the mouth of the company, community managers also serve as a voice for the audience. Given the degree to which the manager works with the community, he or she is often the most suited person to serve as an advocate for the company. If done correctly, the audience will feel as though their opinions matter to the company.

3. Promote Equality

In every community, there is always a portion of the population that possesses more knowledge and expertise than others. However, make sure that every conversation is not dominated by these power users. Give the little voices a chance by moderating dialogue and promoting discussion.

4. Take a Laissez-faire Approach

Hardly any individual likes the feeling of being controlled. Avoid controlling topics and users, as this will turn many individuals away from the community. Instead of quickly intervening in matters, trust that most issues will resolve themselves without heavy control.

5. It’s About the Audience

No one wants to listen to excessive marketing, pitching or shameless promotions. Once a community forms under your brand, stay away from directly marketing to this audience. Instead, provide them with useful content or a channel for dialogue, which will allow the community to grow their trust.  Allowing the community to organically collect under the company’s banner can lead to more benefits than a one-time promotion.

Online community management is a relatively new field, without a clearly defined role. However, this undefined nature is appropriate, as each community is unique to a brand. Regardless of whether the individual is a new of experienced community manager, it is up to the individual to determine what practices are best for the community.

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Rachel Hyun Kim is a writer on topics ranging from payroll services to phone systems. She writes for an online resource that gives advice on topics including telemarketing for small business owners and entrepreneurs at Resource Nation. 

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Comments (5)

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  1. Carl

    It isn’t very easy to be good community manager, it is time consuming process and it takes a lot of efforts and time. Very time consuming and a lot of self dedication.
    Carl recently posted..Obtaining The Right Match With The SEO Reseller Packages That Fits Your Marketing NeedsMy Profile

  2. Goa resorts says:

    From my point of view for this profile the person should have faith and good sharp mind in field and ability to create new ideas in less time for earn more money.

  3. Luke Winter says:

    Great tips, listening to your audience and understanding what they DON’T want to hear (too much blatant promotion, restrictions on a community) is one of the most important aspects of nurturing a strong community around your brand.

    Luke Winter
    Community Manager

  4. Samuel

    Controlling forum users are a huge drag, and boy do they fizzle that community spirit. When you’ve got a moderator who’s also kind of a troll, a lot of people will pack up and go somewhere else. Discussing that person’s attitude problem in a civil way might be one way to cut back on the dragon breath. At the worst, revoke their moderating privileges. No ‘school principle’ should be allowed to kill your community. Trolls aside, sounds like Community Manager isn’t too bad of a job. With these tips, being a good community manager rather than a confused one should be a little easier.
    Samuel recently posted..How To Write A Good Article!My Profile

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