The 2009 predictions are out–I think Peter Himler has one of the best roundups. Here’s my prediction: if you don’t have a community manager already and you care about social media, you’ll hire one (or appoint one internally) in 2009. Why?
Because it’s very difficult to engage online communities part time, especially if you don’t have time to really understand how those communities work, and few marketers do, even in today’s day and age.
So what does a community manager do? Jeremiah Owyang described the role to a ‘T’ last year. S/he (I’m paraphrasing much of this):
- Serves as a community advocate to the company–an ‘ombudsman’
- Serves as a brand evangelist for the company
- Has good communication skills, and shapes the editorial strategy for the company
- Gathers community input for future products and services
Still not convinced? Look at all the companies that have community managers.
Still doubtful? Well, you can’t argue that big companies are doing it. What about small ones? Read what ReadWriteWeb has to say about community managers for smaller companies.
Finally convinced? Great! Now take a look at Chris Brogan’s suggestions for the essential skills of a community manager. Chris says:
- The best community managers are like a good party host mixed with a fine restaurant host.
- Community managers must be experienced communicators.
- Community managers are ambassadors and advocates in one.
- Community managers are bodyguards and protectors.
- Community managers must build actionable reports.
- Community managers cultivate internal teams for further support.
Good luck with your 2009 social media initiatives, and remember, social media is about more than marketing!



2 Comments Received
December 24th, 2008 @3:26 am
Great post here, Todd.
Jeremiah Owyang and Chris Brogan both offer good lists of duties/responsibilities for community managers, and here are the two keys in my book:
1) Community managers (or social media evangelists) help put a human face/voice on organizations.
This can be really critical for bid brands, who've often been viewed as non-accessible, soulless entities. (John Cass is suggesting that government groups should consider CMs, too: http://budurl.com/CMs4Government).As an example, look at the role Scott Monty is now playing for the Ford, and how he quashed a PR crisis in fewer than 24hours a couple of weeks ago.
2) Community managers can keep key internal stakeholders informed of the needs of community, current trends, new tools and social networks where (potential) customers are spending time, etc.
There's no doubt that community manager-type roles will continue to proliferate in organizations in 2009.
Bryan Person | @BryanPerson
LiveWorld
December 24th, 2008 @3:27 am
Didn't properly link to John Cass's post. Here's the right URL: http://budurl.com/CMs4Government
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