Duties and responsibilities of social media manager,social networking in business communication,microsoft social collaboration,employment advertising buffalo - PDF Books

29.08.2014
Knowledge Using the key learnings from our initial efforts, we will refine and perfect our upcoming SPARKs!Knowledge Using the key learnings from our initial efforts, we will refine and perfect our upcoming SPARKs! Now, in the next phase of sharing, we’re seeing people share cars, homes, products, time, space, and money.
The theme for this year is the “Evolution of the Community Manager.” While the duties of the CM aren’t fully clear in this next phase, we should expect that they will play a key leading role as large companies gravitate toward the Collaborative Economy.
They may identify people who make and share goods through online collaborative websites and tap them as new influencers.
They may help companies turn online communities into marketplaces where customers can resell, fix and improve existing products. These are just some of the future skills and roles that Community Managers will evolve into as social moves into the physical world.
In 2013, Community Managers are trending, both online, and their impact to their organizations and the customers, who they serve. As professional online communicators, Community Managers are the most powerful group for 5 reasons: 1) Professionally trained 2) Access to top tools 3) Manage the largest social media accounts in world 4) Highly connected to each other, and 5) Their interactions with market are public, which resonate. Each year, Community Manager appreciation day grows in size and in location, this year I was stunned by the community involvement and market reaction.
Here’s a wrap up of all the events that happened around the globe, and analysis on the online impact, from a number of social analytics tools. There were multiple physical locations spanning SF, Boston, Atlanta, Austin, Tokyo, France, Finland, and beyond, it’s difficult to track them all. Today is Community Manager Appreciation Day, in celebration of saluting this important role changing the face of corporations and customers everywhere, I wanted to share original data and insights on the state of the space. Altimeter Group conducted analysis of 30 global job descriptions of Community Managers to ascertain patterns on job requirements and skills. Long time friend, Marshall Kirkpatrick (RWW, now entrepreneur) provided me data on influential community managers in Twitter.
Community Managers followed the following folks, who are mostly providing services, resources, information and guidance to other community managers. The following are the most followed social software vendor corporate accounts (not personal accounts, like Maria) of the top 500 Community Managers. Summary: As the broader category of Social Business continues to proliferate around the globe, these day to day business programs will be staffed, run, and managed by Community Managers serving on the front line with customers, employees, and partners. It’s the third annual Community Manager Appreciation Day (every fourth Monday of Jan) and I’d like to salute the folks working on the front lines at companies big and small leading the charge. These folks are critical in the change as companies have moved from the static website to the dynamic human focused social business we’re seeing across every agency. Yet despite the sexyness of the modern day community manager job, these roles aren’t just “playing on Facebook all day”. Despite the upsides, and challenges, there’s a bright future for this role, as they learn to measure based on business goals, tap into the emerging outsourcing service providers, and extend beyond marketing and support to helping define future products based on real-time customer feedback. Business Unit Facing: Two folks are facing the business units (liason, education), and work inside of the company to help multiple business units from sales, support, products, field, execs get on board. Thanks to Christine Tran, Senior Researcher at Altimeter (and part-time tomato farmer) for work on surveying brands, analysis, and collating data for this graphic. To meet the needs listed above, a group of very talented and experienced community professionals have teamed up with Womma to launch a certificate program with Community Roundtable and ComBlu, to aid education and standards across the industry.
Like any trade or art, from sales, PR, performance arts and beyond, real-world experience is the most important teacher of all.


Searching for someone to run your social media efforts can be both an eye-opening and frustrating experience. A good portion of a social media community manager's role is creating and adapting content for each specific network. As all marketing roles become more and more data-driven, a social media community manager needs to be able to dig into the data, analyze that data, and draw actionable insights. Constantly testing and analyzing results helps social media community managers build more effective standards in their routines. Being on social media is like being in a crowded room at a networking event -- and a social media community manager needs to be in the thick of it. Finally, social media is a global endeavor -- so for global brands, it's important for the social media community manager to be able to think outside their own region. Staying on top of trends as they're rising allows your social media community manager to newsjack, which can bring spikes in traffic to your website, and connect with journalists when they're looking for story fodder, instead of relying on cold pitching.
When someone runs social media, they are the voice of the company to many audiences, including customers, potential customers, journalists, and fans. Doing customer service on social media allows you to respond to customer problems in the way they want to communicate with you. Part of building a following on social media is helping that following connect with each other and become a community. Part of being a good facilitator is asking good, relevant, and thought-provoking questions in an engaging way.
If your followers like your community, they'll recommend it to others -- either on purpose or inadvertently by commenting and having it show up on their timeline.
They need to share content that generate leads, and run new campaigns to find the best ways to do lead generation via social media.
In order to do all of this effectively, social media community managers need to have a strong understanding of the sales and marketing funnel, which leads to monitor and nurture, and what content to use in getting those leads to the next stage in the process. Sharing conversion-oriented content on social media can attract more visitors to your site and convert them into leads for your sales team. Many people across a company may want certain things posted, responded to, favorited or Liked, and so on -- and it's up to the social media community manager to decide which requests to honor, and when to honor them. I had seen that some of our hardest working business folks were struggling to manage the onslaught of communications, maintain the balance of internal and external stakeholders, and deal with the emotional toll of responding to customers days, nights and weekends.
This exciting new role is common at many companies within the social media team, see composition of a social media team, and how community managers fit in. They’re plagued with dealing with customer issues after hours (the “burnout”) , and on weekends, learning to manage undesirable community members, and trying to balance the needs of customers and sometimes conservative corporations unwilling to lean towards social. We’ve sorted data by maturity in previous sample sizes, and know that in 2010 the team sizes were a little under 4 for novice, about 8 for intermediate, and could get up to 20 for mature programs, read the report on budgets and team sizes. Although Community Managers are often social creatures, they could be working in a vaccum, and may be missing out on greater training or perspective. Whether you're a social media job seeker looking for your next gig or a manager trying to hire your next social media manager, keep on reading.
Even if you have dedicated bloggers, ebook writers, and designers, that content still needs to be adapted to each social network. At the same time, this person shouldn't be so stuck in the data that it prevents experimentation and risk-taking.
A successful social media community manager will be able to find new opportunities for the company by keeping a pulse on the industry.


And if something goes awry, they need to be able to mitigate the issue calmly and diplomatically. They'll constantly get questions and comments about their company's products, services, and content -- which may not always be positive. They're the "traffic director," and need to be able to understand where their followers' question or comment is coming from, address it appropriately, and provide a course of action for resolution. Another part is setting the tone for the community, being present, enforcing community guidelines, and sometimes even removing members or deleting posts when appropriate.
It expands the reach of your content, attracts visitors to your website, generates leads, and nurtures them to become customers. A social media community manager also needs to engage one-on-one with potential customers who are considering their company's product or service, or simply need their help.
They'll also need to pass appropriate leads off to the sales team and keep sales reps informed when there's something they should know.
More than 50% of businesses report they've acquired a customer from Facebook, more than 40% have acquired a customer from LinkedIn, and more than 35% have acquired a customer from Twitter. This means they need to be highly organized and able to manage multiple simultaneous (and possibly conflicting) requests. There are thousands of community professionals rallying behind the cause, and top social business software and services companies who’ve created content in recognition of it. Just as community managers honed their skills for online communications, they’ll now need to adjust their skills to the physical world. Here are the most followed (thereby highest potential of Influence) Community Managers followed by their peers.
This person should also know the pulse of the community and be able to set goals that are just out of reach -- and find a way to hit them. Also, because social media is a public forum, your social media community manager can use these opportunities to showcase your customer service as a company differentiator and amplify happy customer messages as a form of marketing. But community management takes work, including asking questions to seed discussions and kicking out people who spam or otherwise detract from the community.
That means a social media community manager needs to be able to pick and share content in a way that will accomplish each of those goals.
Social media is particularly effective as a lead nurturing tool because prospects use multiple media (not just email) to consume information and social channels allow you to engage in a more timely manner. With the right person at the helm of your company's social media accounts, you could be one of them. While some markets still need awareness and justification of the role, developed markets are seeking to push the agenda and be forward moving. This means both running tests (such as post frequency tests) and analyzing the results to constantly iterate and improve their marketing efforts. We’ll find a theme, announce it in Dec, and ask the industry to collectively move forward.



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