Bob Slydell: What would you say ya do here?
Tom Smykowski: Well look, I already told you! I deal with the [goshdarn] customers so the engineers don't have to! I have people skills! I am good at dealing with people! Can't you understand that? What the hell is wrong with you people?
I love Office Space.
I'm working on this thing that includes a high-level list of what internal community managers do for a living. I know, it's almost impossible to create an exhaustive list, but I'm trying to give new community managers a feel for what their job might entail, at the micro level.
Can you comment on these lists, and let me know how to improve them?
Typical Community Manager Activities
Similar to answering the phone when it rings and responding to email when it arrives, ongoing online community practices are primarily reactive behaviors. They are ad hoc responses to something that has happened. They typically do not have formal success metrics. They are just "part of the job”.
Such ad hoc activities include:
- Approving access to a private group
- Managing user permissions
- Answering questions from advocates and facilitators – sharing knowledge
- Keeping the environment lively by facilitating conversations
- Handling reports of inappropriate use
- Dealing with troublemakers
- Ensuring questions don’t go unanswered
- Creating new accounts
- Creating new spaces and educating their facilitators
- Assisting with routine software updates as needed
Then there are ongoing, proactive activities that keep the social business software environment running smoothly. These activities can have formal success metrics tied to them, if appropriate.
Such proactive activities include:
- Periodic newsletter/blog to advocates/facilitators that communicates how they’re doing, what new materials are available for their use, etc.
- Promotional campaigns designed to collect success stories, boost adoption or introduce a new version of the environment
- Periodic user surveys
- Periodic success metrics gathering, analysis, and reporting to executive sponsors and general users
- Onboarding additional key groups of employees
- Periodic refreshing of the homepage and/or landing pages for key places - e.g., update any featured content, people, or places