I often come across people who think the role of a community manager is to manage the social networks of a company/brand! Little do they realize that the role of a community manager goes way beyond managing social networks of a company/brand.
Community manager is the “human” behind the brand who talks to its audience online.
That doesn’t mean their role is restricted to posting updates & engaging with the audience on various social platforms.
An informed community manager:
Uses social listening & analytic tools to track conversations around the brand & industry
The analysis of such conversations can help businesses take informed decisions for their content or marketing strategy
Ensures that the community grows and stays vibrant; makes new members feel at home and enforces rules of engagement
Creates a platform of conversation to help marketers engage with desired target audiences
Helps build relationships within the community and between the company and community. Some community managers plan events, run forums and more
A community manager strengthens relationship with it’s audience/customers beyond a virtual handshake. Listening and responding genuinely plays a big part in strengthening relationships. We strive to deepen relationships one-on-one as we’re so grateful for each customer and friend. It’s important for a community manager to be personable and not just act like a machine responding to its customers/audience.
It’s so great when a company can “come to the rescue” in times of frustration
It’s imperative for a community manager to go beyond the screen! A simple ‘Thank You’ note is more powerful than just connecting virtually. Such initiatives cement a brand’s place in people’s mind and are shared & treasured by all! Surprise and delight is all about strengthening the one-on-one interactions with intangible ROI.
While a community manager does all the above to manage and build a strong community, a company’s values also contribute to the well-being of a community.
If you have a culture of collaboration, your company will succeed for better.
Managing a community, keeping them engaged, surprising & delighting them at all times isn’t an easy task.
Time management – is the biggest problem for community managers. Not only do they manage the brand pages but also listen to what their fans and followers have to say about them. Solid listening tools can help ensure that the community manager is able to respond to all the great mentions. It can help to have different team members “own” different areas/platforms so they ensure all mentions are covered
Content strategy – community managers have to prepare content that appeals to various segments of audiences, creating unmatched value proposition for all
Trust your intuition and be yourself while building a community. Take the time to invest in one-on-one relationships by listening, responding, sending gifts (of any kind!). Continue to care & share, tweet by tweet & post by post!
The article was first published on LinkedIn.
Ancita always came across as an eager learner and willing to go the extra mile. She's got good language and social media skills and uses these to her advantage. She was also dependable and I believe she would be a good asset in any organization. I wish her well for the future.
Ankita supported us in connecting with the CMO community on social media in India - she is knowledgeable, articulate, prompt and superbly organized. She is fast to learn and agile to create business impact, which distinguishes her in the projects she works on.
Although Ancita was part of the PR team, she gradually started taking interest in digital communication which I believe is an apt field for her. She effectively used her communication skills learnt in PR to deliver results in digital media which is a much needed talent in the industry. We worked together on google maps and on a project called PMOAppContest chat where Ancita ably demonstrated her creative and storytelling skills. She defined the flow of the chat and was a key campaign owner. The initiative was a huge success in India. Ancita is committed, disciplined and a diligent person and I am sure she is a great asset to her team and her organization.
Ancita is a Star performer at Six Degrees. She takes initiative and has a ‘To Do’ attitude. This has reflected in her taking up the onus of focusing her skills on Digital within the firm during the last one year and even on her own through an initiative like the SocialPowWow. She has a strong understanding of developing engaging content for audiences to increase relevance for brands. We believe that she has great potential to develop as an integrated communications professional.
PR professional, blogger, digital enthusiast. Driven, hardworking and result oriented, Ankita is always game to take up new challenges. Energetic and efficient, trust her to get things done. With keen interest in digital marketing she has been involved in various integrated comms campaigns and delivered successfully.
Ancita is one of the most dependable people I have ever come across. She is diligent, attentive and sharp which makes her a great asset for the team as well as clients. Within few years in PR, Ancita managed to build great media relations and helped her team crack some of the best stories. She is a great team player
Ancita and I have been working closely for 4 years now & it has been an inspiring journey thus far. It has been amazing to see her transformation from an curious social media learner to a professional digital media expert. Her knack for the understanding the digital landscape is special. While she certainly is an expert in various aspects of digital marketing but her initiative "SocialPowWow" has been really impressive. Today it's one of the most popular Twitter chats in India. She is great human being, hard worker & thinker. Her infectious smile can be an asset in any work environment. Wishing her all the success in any endeavours she chooses for herself.
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Ankita was one of the most diligent and hardworking students in our batch. There's a lot to learn from her, esp. her sense of punctuality, sincerity and work efficiency. It really was a lot of fun being together in the same class during our post graduation programme. I wish her good luck for all her future endeavours.
Ancita is an extremely dedicated resource and a great value add for an organization. Her attention to detail, intelligence and proactive approach has always delighted the people she works with and the clients she services. Ancita is absolutely great with digital media and gives creative, yet practical ideas. I wish her all the best for future!
Ancita has been a valued colleague at Six Degrees. She's focused and dedicated at work and brings in fresh thinking and approaches to mandates that she's entrusted with. Equally importantly she's a stickler for details and micro-manages things till the work gets done!
Ancita is a thorough professional who is particular about deadlines and quality of work. You can always bank upon Ancita on any work that is on her task list. A proactive individual who not only pushes herself but her team too.
Ancita is a thorough professional and absolutely meticulous with her work. She took a lead in Digital when it was the upcoming hottest trend and that is commendable. Always ready to pitch in with ideas on a campaign,love her energy. She is and will be an asset to any organization that she chooses to be associated with. It has been a pleasure working with her here.
Ancita is very good in her craft of digital PR and comes with sound knowledge on digital. She is a great team player and has shown great capabilities to lead any team project. She is a great colleague, it has always been a pleasure to work with her and is very easy to work with.
SocialPowWow chat is one of the most innovative conversations involving small businesses and thought leaders. Ancita deserves a lot of credit for being the go-getter in bringing everyone together.
I'm impressed and inspired by Ancita Satija for creating an initiative as cool as SocialPowWow and making it a movement. How many young professionals go above and beyond to make a mark and leave a legacy? Ancita has set an example for others to follow. I am sure this weekly tweet chat will grow to become much more than just a chat.
SocialPowWow is one of those must attend twitter chats like #TwitterSmarter #Hootchat #MediaChat with vibrant, engaged communities discussing relevant & trending topics on social media and with a smart and friendly host like Ancita!
Congratulations #SocialPowWow for completing two years. You have always been amazing in getting interesting people to exchange views on interesting and relevant topics. You are the platform that brings out-of-the-box minds together across the globe in the world of clatter. Stay there with us -- as a friend, as a trend spotter, and stay relevant. Wishes for many more.
I had the pleasure of working with Ancita, during my time at Burson Cohn and Wolfe. Ancita is affable and very easy to work with - great qualities to have in a team mate! She's a dedicated employee whose positive spirit helps guide the team that she’s in. Her experience and knowledge in digital, from copywriting to social media strategies makes her an asset to any organisation.