As part of Community Manager Appreciation Day, there is so much that Community Managers have to be thankful for. Dell has taken a great step in showing their love for Community Managers by hosting a #DellHangout on Google+ . We loved it and wanted to share some of our favorite tidbits with you.
The hangout was broken into 3 Topics:
1. Chief Company Pinata & Cat Herder – Beyond a Day in the Life of a Community Manager
Sometimes Community Management can be an orphan in an organization since it can be challenging to know which department they belong to. Always looking on the bright side of things, the group also indicated that this provides the Community Manager with the opportunity to bring the different departments together.
Often trying to be all things to everyone and keeping everyone happy is a challenge faced. To ensure this doesn’t happen, it’s important to focus on people who care about what you do and are interested in the topic you are sharing.
Top 6 Skills the Group Felt were Necessary to be a Community Manager:
- Attention to detail
- Passion for Community
2. No Matter B2B or B2C; It’s P2P! Whether Business to Business or to Customer; it’s always People to People
Some of the top takeaways from this panel:
- Get outside of just tactics and think bigger business objectives.
- When measuring social media impact, one of the big things is focusing on what business process you want to impact. Knowing this will make measurement straightforward.
- Tie to objectives from the beginning. It’s important to measure in the same language we are already using and draw conclusions based on those metrics.
How do you get Execs Excited about Social Media and Community?
- Get the execs to the “aha” moment. Connect them with folks at their level who have been there and done that.
- Spend some time clarifying business use cases in social media. Make what you are building clear using examples and case studies.
- Consistently put qualitative and quantitative examples in front of execs. Not always overall numbers, but individual comments as well so they can see anecdotal information.
3. Evolving a Social Business – The Future of the Community Manager Role
Why is the Community Manager role mainstream?
Bill – It may be now, but it was long suffering to get here. Online communities have been around for a long time, but there has been a gradual reinvestment in previous years. It’s about bridging the gap between customers and companies.
Jeremiah – Community Managers are often the largest portion of SM team and social media is the most commonly used medium for customers now. It is also a cost effective way of communicating.
What advice do you have for 3rd party moderation on Social Media?
Bill- At the end of the day internal staff should be touching the customer/prospect. Outsourcing can be an effective way to compliment, but outsourcing needs to be very limited.
Jeremiah- Outsourcing is happening effectively, but it’s important that the internal strategist is aware of what is going on.
Those are just a few of the great pieces from the Hangout. You should really watch the whole thing when you have a chance! We hope you are still having a fabulous #CMAD!
Oh and also, Happy Birthday Bill!