What  does  a  Community  Manager  do?  

Alicia  Ortega  Herrero  @alicia0rtega  

1. What does a Community Manager do?

What does a Community Manager do?  

!   Shares  relevant  content  

! Acts  like  a  Customer  Care  Department    !   Leads  a  community  of  users  and  clients    ! Helps  solve  reputaBon  crisis  

What DOESN’T a Community Manager do?  

 ! Sell  products  or  services  

!   Play  computer  games  or  chat  with  their  friends    ! Repair  computers  

! Stay  online      

2. Skills

Skills  

! Good  reader  and  writer  

! EmpatheBc  

! Good  under  pressure    ! Love  their  job      

3. Personal branding

Personal branding  

! If  you  don’t  want  someone  to  see  it,  don’t  post  it  

! You  are  only  one  person  

!   Your  blog  is  your  home  

! Talk  one-­‐to-­‐one  

 

4. Managing professional accounts

Managing professional accounts  

! You  should  know  EVERYTHING  about  your  company  

!   Pick  a  company  that  shares  your  philosophy  

!   ARer  all,  it’s  just  a  job  

! But  it’s  your  job  and  doesn’t  have  to  be  a  secret  

     !   *Tip:  Work  for  the  clients,  but  be  paid  by  the  company  

 

5. Managing user/fan communities

Managing user/fan communities  

! Don’t  feed  the  troll  

!   Try  to  accept  every  point  of  view  

! Don’t  forget  why  you’re  doing  it  

 

Activity

Activity A  

! Someone  is  commenBng  every  post  with  curse  words.  

 

 

Activity B  

! You  are  the  CM  in  a  train  company  and  one  of  your  trains  has  just  had  a  huge  accident,  with  hundreds  of  vicBms.  

 

 

Activity C  

!   By  mistake,  you  post  your  Candy  Crush  points  on  your  company’s  TwiWer  account.  

   

Activity D  

! One  of  your  clients  posts  a  photo  on  TwiWer  showing  a  roWen  leWuce  and  saying  they  bought  it  this  morning  at  your  establishment.    

   

 Thank  you!  

       

Alicia  Ortega  Herrero    

@alicia0rtega    

aliciaorteg@gmail.com