So what is a Social Media Community Manager?

Definition:  A Social Community Manager is an individual who is the voice of a company's brand and interfaces daily with the brand's followers across all social platforms.

Why is a Social Media Community Manager important

Social media is an online conversation that SHOULD happen naturally and conversationally.  Building brand loyalty requires someone's attention.  The Community Manager follows the brand's guidelines, interfaces with key stakeholders within the company to ensure that when a situation or question arises, the correct response is given in a timely manner.  Another important role of a Community Manager is to ensure that the fans and followers feel special and valued.  Finding and creating authentic ways to recognize them is critical to this position.


5 Points To Consider When Hiring a Social Media Community Manager

1. Does this individual have a strong online presence themselves?  Do they actively engage on the platforms that you need monitored?  You need someone who is already "in the game" and doesn't need to be trained on how to use the tools. 

2.  Does the individual research and respond to new (and free) tools to make your online engagement stronger?  You want to be educated by the individual you bring on so that the latest trends and tips are being incorporated into your brand's strategy.

3.  Does the individual have STRONG customer service skills?  If not...run (and I mean quickly!)  This person will be met with customers who have issues and need a positive response that protects the brand, while leaving the customer feeling valued.

4.  Does the individual have STRONG writing skills?  After all, they are representing you!  An attention to being grammatically accurate and using proper English when speaking on behalf of the brand can make the difference.  You never want a fan or follower to have the perception that you are lazy or too relaxed in your business endeavors.

5.  Does the individual have business acumen and an entrepreneurial spirit?  The Social Media Community Manager should always read between the lines and determine what is really going on in the minds of fans and followers when they interact with the brand.  Perhaps the fan is looking to stir up sympathy for themselves after being told that the company has done all they can to solve a situation or perhaps they are looking to provide the brand with ideas on how to improve and build the brand.  It's important that the Social Media Community Manager be able to respond appropriately.  You want them to think like a business owner.

Emily Yost of E Yost consulting has been a Social Media Community Manager to associations, organizations and other industries for over 20 years.  She and her team are hired to manage these individual and unique communities offering a personal and authentic engagement with fans and followers.  For more information on Emily or E Yost consulting click here.