CommuniKate: Social Media Musings – KateDickman.com CommuniKATE: Social Media & Other Musings

10Jun/092

What IS a Community Manager?

It's a common question I'm seeing all over the place as an increasing number of businesses both large and small are building their own online communities and looking for someone to fill the role of Community Manager.

Speaking from experience, I can honestly say that it can be one of the most vital roles a company can have.  As Community Manager of Panasonic's LivinginHD.com, I've seen firsthand what it takes to be not only an active participant of a growing online community, but a voice and a face for an entire brand.

Ten years ago social media was virtually non-existent. Now more than ever, people are able to have a personal relationship with a brand. They are able to interact directly with companies and give their input -- both good and bad.  Companies are doing the only thing they should be doing right now - listening. With a recession on our hands, even the wealthiest people have been cutting down on spending, thus making businesses eager to rein in sales. With that, the consumer runs the show and businesses know that while the power is less in their own hands, the ability of their buyers to speak more directly with them is a blessing.  Not only can they improve products from feedback, but can also make customers happy. A happy customer is a customer that will buy.  By monitoring the conversation both on and off the community, one can fully comprehend what is currently being said about the brand.

As a proven and trusted influencer within the community, a CM is responsible for getting the word out about new products, events and overall development.  It is their responsibility to keep the consumers updated and to serve as a brand evangelist.  As a community manager, being a counselor of sorts is vital- someone who will listen to member's concerns and be kind even when receiving strange or unpleasant messages.  These relationships are developed over time, as this role also serves as a cheerleader and encourages its members to be dedicated participants.  The relationships are also fostered by happily answering all product-based and community-centered inquiries. With trust, consumers naturally become loyal to the brand.   While so many companies are still trying to get personal with their clientele, those with dedicated go-to folks, such as Comcast's Frank Eliason, stand out among the crowd.

Not everyone can be a Community Manager.  Oftentimes, companies put one of their employees unversed in social media and customer service into the role.  As a result, it  hurts the brand.  The CM should be familiar with all web communication tools, from forums, to podcasts, to Twitter, to blogs and then understand the language and jargon that is used in the community.  One must keep their cool when being challenged and have a fantastic support team around them to get the job done.  Being a voice for the brand's community can be harder than imagined, as situations you wouldn't expect arise. Conferring continuously is a must.

For years both websites and online communities have had  webmasters to run to in the face of problems/issues. With a community as large as Panasonic's, however, members in the past have been hard-pressed to find a rapid response and oftentimes found themselves speaking to an automated email message or both.

Community management is a more instantaneous customer service... with a personal touch.  It truly is a fantastic, interactive position  where not only are members benefiting, but also the person facilitating the process.   A community manager must draw heavily from four skill sets: emotional intelligence, diplomacy, advocacy, and above all, passion for the brand to breed success.

7Aug/082

Myspace – Friend or Foe in Social Media Marketing?

Business owners are constantly being told to embrace the web and look to it for their next advertising and promotional efforts.  When people foretold that social media was the "next big thing" for companies to utilize, others automatically thought of Myspace. 

It's not surprising, considering it's the number one social networking site on the web and currently boasts about 60 million visitors per month.   Despite these staggering numbers, is Myspace really worth a businesses' time and effort?

I'd have to say for the most part,  it's not worth more than 5 minutes a day.  Having signed up in 2003, I used it for genuine networking and marketing purposes.  This was when there were enough users to get the word out about a product or website, and people were eager and willing to listen to what you had to say.  It was a new way of communicating on the web, and its innovative appeal spread quickly.   As I previously stated in this post, Myspace has become a haven for spammers and annoyingly persistent bands alike.  Although Myspace has taken action against these folks, and the aggravation has decreased since I wrote that article, I truly do not see the incentive for businesses to set up a Myspace page anymore. 

If you write to someone about your product, you will get flagged for spam and soon deleted.  Your best hope is to create a page and add people who may be within your targeted demographic and hope that when they see your (hopefully intriguing) main image, that they will click on your page and be interested in what you have to offer.  Since people are blasted with these types of profiles on a daily basis, they are reluctant to care about what you're trying to sell on the network.  Personally, I use it to keep in touch with my friends from around the world and not to learn about new brands.  Here and there I will come across an interesting new venture and will check it out, but that is a rare occurrence, and I cannot imagine it's different with any other user.

In turn, the amount of time it takes to create a compelling profile and add all these friends, is not worth it for the visits you may receive to your website.  The average user on Myspace is between about 15-30 years old, so a company must also keep that in mind.  Recently I heard that Cartier set up a Myspace page.  This is certainly a bit unusual for a luxury brand to use a site such as this, but I'm definitely interested to see the reports on the impact of this particular campaign.  I just can't see the average Myspace user being interested in the Cartier brand.  Perhaps the interest is there, but is the money?  While some would say it could be good for branding purposes, does it actually help or hurt the brand?  Myspace has some negative connotations associated with it these days, so it's up for debate. 

I'm not saying there isn't a brand/company/product that can't benefit from such a site, but most are wasting their time.  Myspace is not what it used to be and we'll stick by that statement. 

New reports actually show that conversions of Myspace targeted ads are more impressive than you'd think.  Perhaps that could be an option for advertising, though it's more about pay per click and less about social media marketing.  Either way, think first before setting yourself up on "SpamSpace".