6 Infrequently Discussed Qualities of High-Performing Community ManagersPosted: November 19, 2012 | |
There are many great articles about the qualities that high-performing community managers should possess. Do a quick Google search and you’ll find pages of great resources.
Despite this, there are a few qualities that I feel are of great importance, but that I virtually never see listed in these articles. So, following is a list of 6 qualities that my experience has shown to set high-performing community managers apart from the rest, and that I don’t frequently see discussed.
Social media can play a significant role in telling any brand’s story, and works best when working with other communication channels. Brand experience gives community managers a better sense for how to contribute to a brand’s story, will help with producing meaningful and relevant content, and will keep the tone and voice of the brand consistent through the line.
PRODUCTION & PROJECT MANAGEMENT EXPERIENCE
As important as it is to be an amazing writer, the reality of any robust content strategy is that it will likely involve the use of other forms of content such as photographs, audio and video. I always feel that community managers should play a role in producing these forms of content to ensure brand tone and voice consistency, and to apply their familiarity and understanding of the communities they manage to ensure content will be well received.
Without at least a base-level understanding of business, a community manager will be hard-pressed to deliver as strongly as possible on any KPIs that are tied to business objectives.
This is self-explanatory, but being an amazing editor is absolutely critical. Many great writers aren’t necessarily the best editors, and some aren’t disciplined enough to thoroughly edit unplanned writing such as real-time responses to community members. In the dynamic and fast-moving world of social media, being a strong and disciplined editor is a must.
Opportunity can strike at any time. Whether it is brand-relevant happenings in the news or pop culture, new social media platforms, updated social media features, community involvement, or anything of the like, community managers should be equipped to identify and strategically act on opportunities.
Community managers have amazing analytical information at their disposal. Analytics such as Facebook Insights, Google Analytics, HootSuite Analytics, and more, can be very helpful for optimizing social media activity, but if the numbers aren’t properly understood and interpreted, their power will be significantly diminished.
What are some of the qualities you have observed in high-performing community managers?
Outside of social media directly, what experience do you think is important for community managers to possess?
It would be amazing to hear from you in the comments, or on Twitter @RGBSocial
Photo Credit: Veer (Photoshopped and put in layout)