Community Management is the New Black
The Nine Hats (and Counting) of Community Management
- Ambassador: Stewards the issues, pain points, needs, wants, and general feedback of the overall community of customers, prospects, fans, and vendors, inside the walls of the organization.
- Storyteller: Shares the most relevant and meaningful stories of community members with other community members and within company walls.
- Poster Child: Represents brand message, promise, tone, and experience to the core; The moving, dynamic face of the organization’s brand and everything it represents.
- Switchboard Operator: Fields direct comments, questions, complaints, and support issues to the right departments within the organization for response and handling.
- Caretaker: Pays attention to the health of the community by collecting stats and data to learn more about the successes, potential problems, growth, and movement of the community; Makes informed decisions as to where to invest energy, time, and resources next; and takes steps to directly handle any existing problems.
- Content Creator/Curator: Develops and aggregates content and programs to help further community education in portable, easy to digest chunks of knowledge for organization and community members to use and share.
- Teacher: Shares knowledge internally (i.e., training, sales, customer support) and externally through tweets, chats, blog comments, forum participation, speaking engagements, and event presence.
- Interpreter: Makes sense of external conversations for business use; Reads between the lines of community interactions, and hones in on community member concerns and big-picture ideas, even when they’re not spelled out clearly.
- Connector: Identifies strong potential connections within community and makes introductions and facilitates community relationships that are mutually beneficial to those involved.
via rootreport.com
