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.
Google is the Most InDemand Employer Globally in 2012
Last year, LinkedIn released the Top 100 Most InDemand Employers, a set of rankings of the most sought-after companies on LinkedIn. The report was released in the last quarter of the year so I’m looking forward for their October 2013 report. The previous report shows that Google is the most sought-after or InDemand employer for LinkedIn’s then 175M+ members.
A few interesting insights came out about what makes a desirable employer:
Tech is hot: Software was the most represented industry on the list, and Google topped several categories including our global rankings.
A strong consumer brand helps, but isn’t essential: Consumer powerhouses like PepsiCo, Coca-Cola, Nike, and Disney ranked highly. But so did leading professional services firms like Deloitte.
Bigger isn’t necessarily better: Big global brands are well represented, but 50% of the top 100 are under 7,000 employees.
Top Most InDemand Employers: Google, Apple, Microsoft
What Are the Employees Looking for in a Company?
LinkedIn has been releasing some really interesting statistics and reports that should give companies better understanding as to what type of environment the employees are seeking. In their Getting the Know the Passive Talent Infographic, passive candidates are those professionals who are not actively seeking for a career move. Below are just some of the elements that will motivate them to say “yes”.
What Will Motivate A Talent’s Career Move?
Top motivator – 120% want to make an impact
Lifestyle compatibility – 56% want a corporate culture that fit their personality
Growth and challenge – 33% want challenging work
Does your company foster growth and advancement to your employees? Do you provide the right amount of challenge and opportunities to grow for your employees to keep them motivated to stay and become one of the best places to work?
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!
Paper résumés have been the de facto mode of communicating one’s talents to an employer for the better part of the century. However, they, like many paper-media, are quickly fading away in lieu of the monstrous transformative power of the Internet. Whereas there may be a soft spot for the nostalgia of sending a letter to a loved one over email, there are few advantages – nostalgic or otherwise – for employers where paper résumés are concerned. As such, many employers encourage (and some require) résumés to be submitted electronically.
What do this mean for future employees? More to the point, what does it mean for their employability? As technology becomes more sophisticated and demanding in the workforce, so are the expectations of employers. Paper résumés are out the door and digital résumés are in.
Résumés that are posted on career employment websites register a web presence, which means they are likely to pop up in search engines. The same SEO principles that determine the ranking of search results in Google are the same ones that can help your name pop up in a recruitment search. To that end, the ostensible demise of the paper résumé can be considered a good thing for Gen Y-ers, who may benefit from a boost in employability by demonstrating that they know about this method of exposure, and simply by dint of showing up in search results.
Word clouds are also helpful to both employers and prospective employees. They help identify the most salient keywords associated with both the job description and the applicant in order to find the best match faster. One hiring manager is quoted as saying, “The words that jump out at me are “system,” “installation,” “experience,” “administration,” etc., because they all had close ties to the job description.
Word clouds help companies locate qualified employees without employers having to sort through tons of applications. Job seekers are encouraged to use a word cloud to create and post their résumé so their application has a better chance of being picked by prospective employers.
Employers can spend less time scanning through applications and reading résumés. Employers actually spend less than 30 seconds viewing a single résumé. Resumagic identifies the following three skills or areas employers scan on résumés. These are, therefore, the ones you should pay special attention to creatively and strategically placing keywords:
· Content: Employers are looking for quality and high performance. This area is where candidates list their specifications such as accounting, typing or specialized training. This section quickly let employers what skills the applicant possesses. Identify the most sought-after traits that you honestly have and make sure they are mentioned in this section of your résumé .doc file.
· Function: Job performance is vital to employers, as it helps them gain a better prospective into the work ethics of the applicant. This section lists the characteristics of the applicant such as their working attitudes about teamwork, individual work and how they handle certain aspects of a job. This section is nice because you can provide a straight list of the fitting characteristics.
· Self or Time Management: The ability to prioritize and distribute time is important in the development of organization and time management skills. This section also shows the employer how the applicant adapts to diverse situations has they arise. This includes examples of work and recommendations.
Businesses are converting to a “paperless” environment as technology continues to evolve. Over the past five years we’ve seen a seismic shift in the populous of job seekers and the application/interview process itself. Expect to see more Skype interviews as the decade wears on. Don’t be surprised if you sign the agreement to your next job electronically. The ongoing economic turmoil expressed throughout the globe has thrust jobs to the forefront of our culture. It’s an unfortunate catalyst for change, but a necessary one as our ecosystem of job-seekers and employees continue to find the best ways to land what they are looking for.
You may also want to check out these creative campaigns to help you increase your chances of getting hired.
Cameron Tyler is a young professional that strives to keep job seekers connected to emerging tech at Technected.com
92% use or plan to use social recruiting
43% of recruiters who use social recruiting saw an increase in candidate quality
73% have successfully hired a candidate through social
31% of recruiters using social have seen a sustained increase in employee referrals
Overall, 92 percent of employers and recruiters already use or plan to use social networks to find job candidates this year. It is therefore becoming easier and faster to find social media jobs, well, through social media.
A full 73 percent of the recruiters polled said they hired someone who was found or introduced through a social network. Among those, 89 percent found someone through LinkedIn, 26 percent through Facebook, and 15 percent through Twitter.