Facebook is all about making the world more connected and making those connections more memorable, one photo and event at a time.
“Life is not filled with events but with moments”
One feature that best highlights the ability to capture and showcase stories is the “Friendship” (I prefer to call it “Moments”) section which tells details about you and your Facebook connection like when you’ve became connected on Facebook, events you’ve attended together and photos where you’re both tagged.
Frequently Asked Questions About Community Managers and Community Building
You probably know someone who is a community manager and curious as to how you could jump start your career in the same industry. You’re probably curious as to what tasks do these community managers do aside from being constantly logged in on Facebook as their Human Resource Manager might have given them “the license to Facebook”. You might also be wondering as to how much they’re making. These and many other frequently asked questions about community managers will be answered in this article.
First things first, we need to define what is a community manager and why companies need to hire them.
1. What is a Community Manager?
Community Manager is becoming a common job title as more and more companies invest in social media and trying to leverage its power to connect their fans with their brands. Even startup companies realize that in order for their product or service to become successful, it’s essential to have someone to help develop, build and manage a community of users and bring them all together to talk about a common interest or activity.
Brandwatch asked several community managers during the Community Manager Meet Up at the Driskill Hotel during SXSW 2013 about their views on what they do and what being a Community Manager means to them. Some of the most common definitions is being able to serve as a voice of the brand and ensure that customers and community members are satisfied.
However, community management is more than just listening. It’s about being the voice of the consumer and the community members to ensure that the brand you’re representing is able to listen to its fans and provide insights or report as to what’s the over-all voice of the community.
A community manager usually manages an editorial calendar for a blog/community, a Twitter account and various third-party social media channels like a Facebook fan page or a YouTube account.
A community manager may also be responsible for managing a social listening platform like Radian6 and filtering/assigning conversations to others in the business unit for a proper response. He or she may even organize in-person events (or town halls) to get feedback from the community. The community manager is the face of the brand. Conversations are at the core of the job responsibility.
2. What Are the Roles of a Community Manager?
Community managers wear different hats. The following diagram from Zdnet showcases some of the most common tasks and responsibilities that community managers do which usually include: content creation, customer support, event management, project management and many others.
Ryan Lytle wrote on Mashable about the 10 qualities that community managers must have which are: strong communication skills, good judgement, empathy, dedication (community management job is not just your usual 9-6-job), organizational skills, adaptability level-headed attitude, background in analytics, ability to enable the community and passion for the brand.
Aside from those mentioned, every community manager must have good writing skills, able to think strategically, must know how to curate contents, knows how to engage with influencers, a good listener and implementer.
3. How Much Money Do Community Managers Make?
In a recent survey conducted by SocialFresh, 1,047 community managers, the average salary for a community manager is $57,732.77 in 2012 with men making $54,880 while women in the same role are making $50,400.
The survey fails to identify whether the respondents are mainly from the United States or was it a combination of responses from community managers around the world. One thing is for sure, mid-level community managers in the Asia Pacific do not earn as much as their counterparts in the US, UK or Australia.
4. What Are Some of the Most Essential Resources for Community Managers?
It’s a collection of the best free resources for community manager to help build a community, keep members engaged and the day-to-day toolkit such as social media content calendar template, social media sizing cheat sheet and reporting template and community guidelines. These resources include: social media sizing sheet, social media publishing template, information sheet, community management playbook, social media guidelines, Facebook community guidelines, social media reporting templates, social media tactical plan and sample outreach letters.
5. What Are Some of Your Recommended Tools for Community Management?
The following tools are just some of those that I’ve proven to be highly essential in getting the job done on a day-to-day basis. Since every community manager’s task from one another, I have categorized them in the following: Planning, Posting, Listening, and Reporting / Analytics.
Google Docs - When planning for the content or editorial calendar, it’s important that it’s easy to share it with the team and even with the clients. Google docs allows its users easy and efficient sharing of documents, spreadsheets, presentation and surveys making it a personal favorite when it comes to creating the content and editorial calendar.
There are various tools that enables posting for Facebook only and there would also be various tools for Twitter while some other tools allow posting in various social networking sites and below are just some of my favorites.
HootSuite - Perhaps the leading social media management dashboard. It allows its users to manage multiple networks and profiles and even basic reporting. It allows posting on Facebook, Twitter, Facebook groups and various other platforms. One of its most unique features that other social media management tools don’t seem to have is the ability to schedule bulk posts. It means that you can import your CSV content plan to their dashboard and get your updates scheduled in a jiffy!
When you’re a community manager, you will need to monitor the online buzz and conversation about the brand that you’re managing as well as keep tabs on the conversation about its competitors. It’s important that you use tools that allow you to not only monitor but also engage in conversation that you find relevant. Of course there are tons of sophisticated tools out there but one of the most basic and probably the most useful is the Google Alerts. Others which you should look into are Radian6, Buzz Metrics and below:
1. SocialAppsHQ : Monitoring & Analysis tool enables you to manage the online reputation of your brand. You can learn more about the overall sentiment, key demographics, influencers and more around your brand, product or competition. Check out here- http://www.socialappshq.com Its absolutely free to start.
2. Simplify360 : Complete CRM Package for Social Media
Have good listening and competitive intelligence. Strong in Social Media Campaigns, has channel analytics. Reasonably priced.
3. ThoughtBuzz : Brand Monitoring Tool. Strong in Asian Language support. Pricing is decent.
4. AC Nielson BuzzMetrics : Good in research and listening. Pricing is high. Targets only tier 1 companies.
5. Sysomos : Good solution for top size companies. Priced on the higher side. Good listening capability.
6. Lithium : Known for integration to different existing tools like salesforce. Good for companies looking to integrate to current systems. Priced on higher side.
7. iEngage : Built by Infosys and Jive, two big software companies. Decent listening capability. Not a great product but one tool to watch out for.
8. Alterian SM2 : Good listening and campaign monitoring. Priced decent.
9. Brandwatch : Serious tool for both research and social CRM. Covers 25 languages (each with automated sentiment analysis). Priced similarly to Radian6.
10. Omllion – Social Media Monitoring, Measuring, Analysing and Engaging platform. Offers watchlist, collaborative working, numerous customisable graphical comparison. Price begins at $120
11. Reputeme : Social Media Tool from Europe’s Top Digital Media Agency Euro RSCG Global, a part of Havas Digital. Most comprehensive tool with automated sentiment analysis, automated demographics (age, sex and location), Channel analytics (profile analytics for Twitter, Facebook) etc.
12. SOCOTO : Probably worlds only Semantic(s) social platform with Listening and Thinking capabilities. It is intersection of Web 2.0 ,Web 3.0, and Marketing 3.0. Influence,Semantic Sentiment,Semantic Knowledge Search,Bigdata, Personalization etc.
Other major tools, often for lower budget:
Google Alerts - it’s free and it allows you to monitor and receive updates on the latest relevant Google results (web, news, etc.) based on your queries or keywords.
d. Reporting / Analytics
You cannot improve what you cannot measure. It’s therefore important to keep track of the performance of your campaigns and monitor the results through social media measurement, reports and analysis. Pam Dyer has shared a comprehensive list of excellent tools and their descriptions here.
Facebook Insights - free and readily available for the Facebook business page which you will manage. It only requires some good understanding of which metrics you should be focusing your efforts on.
6. How to Get a Job in Social Media – Through Social Media?
I’m often asked as to how I landed my first gig as a Community Manager and how to find a job through social media. Check out my post on how to find a social media job here and how can social media profiles help you land a job here.
There you have it. I hope it can help you kick start your career in digital marketing (particularly in community management). Should you have any questions, feel free to comment below. Should there be any tools or tips that I’ve missed, do let me know!
7. What are your recommended blogs / resources?
I read various blogs daily such as Socialfresh, The Community Manager, MyCMGR, Community Roundtable and Feverbee mainly because of their practical updates and tips.
8. Recommended readings
64 Facebook Content Tips from Socialfresh – contains some of the best ideas when crafting content for your editorial calendar.
Brands strive to become relevant as more and more brands are trying to connect with their fans and target audience through various social networking sites. In order to keep your brand relevant to those you want to reach out to, you may want to stop shouting and start listening.
In order to add value to the conversation, learn how to listen. Understand what makes the people talk about your brand or your competitors. Knowing what motivates or inspire your target audience will allow you to develop specific strategies that will become more effective when you start to reach out to them.
Once you’re done with listening and trying to understand they key factors that affect the behaviour of your target audience, endeavour to learn how to speak like them. They are likely to respond with your desired results when you speak their language. Or have someone who actually does speak their language. For example, a community of online gamers are likely to respond or react in a positive manner to a voice they’ve previously heard and trusted than a brand who’s likely to simply push products and services to them. Determine the established voices and thought leaders in your target area and reach out to them on how your brand can add value to the community or to your target market.
From your existing assets, properties and even connections, determine the key trends and develop and implement strategies accordingly. Don’t be avoid to experiment and try new strategies because the people who are not afraid to make mistake (or learn from mistakes of others) are the ones who are likely to create original ideas.
When there’s too much noise and clutter in the digital space, it helps to simply listen to your target and eventually get their attention as you focus on building value and developing content and strategies that aim to address their concerns, issues or even favourite topics.
Share with us in the comments below as to how do you stay relevant in the digital space!
With the aid of social media, you may now search for jobs online with just a few mouse clicks and submit your resume online to companies especially those who are on the look out for applications and employees to fill out their digital marketing and social media roles.
It really shocks me when friends approach me and ask as to how they could get a digital marketing job. My first question would be, “Do you have a LinkedIn account?“. Most people would respond they haven’t updated it in the past 6 months while some responses simply confirm my horror: They don’t have a Linkedin account.
If you’re seriously looking for social media job, it’s definitely one of the top places that you need to position yourself. One of the first few things that come up in the search results when someone Googles your name is your LinkedIn profile and it would help your career or job hunting if you have an updated one.
When I was in the Philippines, I was getting at least 20 emails and job offers via LinkedIn. I don’t know exactly how the recruiters and head hunters land into my LinkedIn profile but some of them even come to the extent of sending me SMS or giving me a call for a job interview.
One even got the point of copying almost everything written on my LinkedIn profile. Well, I understand about blog posts being plagiarized but a LinkedIn profile..really?!
What I’m trying to say is that you need to position yourself to be found via LinkedIn so you won’t have to going in and about, running like headless chicken trying to find a job when you could simply turn yourself into a magnet to recruiters by establishing a great portfolio online.
You may refer to this link for more career-related posts and don’t forget to connect with me on LinkedIn. (Just promise me you won’t copy everything!
How to Dominate Social Networking Sites: Facebook, Twitter and Youtube
When creating a social media plan, you would have to consider how you could rock the big 3: Facebook, Twitter and YouTube (Sorry but Google+ just have to wait). Below is an infographic which entails the 5 killer strategies that will help you dominate the big 3 social networking sites.
Do you have favorite strategies on those big 3 social networking sites? Share them with us through the comments below!
Doing something for the first time usually makes you nervous due to the fear of failing. Doing something right from the very first time you’ve done makes you feel better about yourself and become more motivated to do better and inspired for the next ones.
While I may have been working as a Social Media Strategist and Community Manager for over 5 years, yesterday was my first time to speak in front of a crowd about how to Unleash the Power of Social Media to Promote Local Tourism [in Iloilo] for the 3rd Annual Tourism Summit organized by the Iloilo Business Club (in partnership with The REID Foundation with funding assistance from The Asia Foundation and USAID).
I may have experience speaking in front of the camera and other media exposures but the closest experience I had speaking before a crowd was teaching in the Sunday School. Speaking before a crowd of seasoned LGU and private sectors was a different experience. Unlike the TV interviews, there’s no take two when you say the wrong things.
I was told that I pulled it off well, holding the crowd’s interest all the way till the end of the presentation.
Below are just some of the things I did in preparation for my first speaking presentation.
1. Research about your topic well. Include statistics.
Expanding your knowledge about the topic you will be presenting will help you become more confident to speak before an audience. Include studies and statistics to help your audience better understand the importance of your topic. When researching, I tap on my existing connections like Mr. Jay de Jesus of Pinoy Social Media to help me gather the most recent Facebook Statistics in the Philippines. I also looked at other previous presentations on how social media affects travel and tourism. Having ample of information, research and available information about your topic will help you expand not only your knowledge but also give more valuable presentation to your audience.
2. Learn how the experts or seasoned speakers do it
There’s no better way to prepare for a presentation than to look at how others have done it. Mr. Carlo Ople of The New Media is one of my favorite speakers in the Philippines. He’s generous in sharing his knowledge in a way that immediately and so instantly catches the crowd’s trust and attention. I first met him during the PEBA Awards in 2010 where he was one of the speakers. He was cool and there was never a dull moment when he took the microphone.
Instinctively, I search for one of his recorded speeches on YouTube and found his very interesting talk last iBlog 7 on 10 Power Blogging Tips. I did not only learn from his speaking style but also learn additional golden nuggets on how to become a better blogger.
3. Speak the crowd’s language
When preparing for my presentation, I conditioned myself to speak in English and all the data I have with me were a little assuming that the audience would understand. When I was on the venue, I learned that my audience will be LGU’s and private sectors whose age bracket would be around 40-50-something. Instead of speaking in English, I used Hiligaynon. Immediately, the trick worked. The crowd listened intently to what I’ve got to say because they knew I speak their language. When I say speak their language, it’s not just the local dialect but I also tried to connect with the audience by telling them I understand some words may be a little new to them because whether we like it or not, the heavy users of Social Media are the teenagers (ages: 18-24).
4. Go to the venue earlier than your scheduled speech
I was scheduled to speak at around 4:30 in the afternoon but I was at the venue at 1:00 in the afternoon. It gave me an opportunity to observe the crowd and how they react to speakers before me, what style of speaking they are more likely to listen to. One of the previous speakers, who was a crowd pleaser, threw some jokes from time to time (where she sees fit) and captured the audience’s attention right away. Being on time, or ahead of time, gives you the chance to adjust in the environment, anticipate possible challenges and prepare for them and help you avoid cramming.
It’s much easier and more comfortable to speak before an audience when you’re not in a hurry and you already have an idea as to how they respond to other speakers.
5. Prepare a good Powerpoint presentation
Powerpoint presentations aid in capturing and keeping the audience’s attention. It gives them a visual representation of what your topic is about and assist in providing them something to remember about your speech. You may also want to read this Business Insider article on How To Ace Your Next Presentation which provides some really helpful advises on how to ace your next presentation.
It’s really normal to be nervous when it’s your first time to do something. However, when you are prepared, well equipped with the necessary data, go to the venue on time (or earlier) will help you better prepare and ace your presentation.
Have you just recently spoken in front of a large crowd? How did you prepare for it and how do you think you could have improved it? Share with us your experiences below.
If you’re looking for a speaker for your event on topics such as social media marketing, community management and digital marketing, you may check out my bio and schedule of my speaking engagements here.