6 Replies Latest reply on Oct 14, 2011 1:13 PM by Erin Haines

    Who are defined as community managers?

      Does your company define anyone who hosts a group or space as a community manager? How do you define that role? Who is included? 

        • Re: Who are defined as community managers?

          For us, Community Managers are the invididuals that request a Community, gain approval and create/manage the community.  The CM's can assign other CM's to work with them and they are required to have a backup in place when they create the community.  Below is a document outlining CM responsibilities.

           

          Group owners are those that establish a group and have responsiblity for overseeing the group for appropriate content, increasing participation levels, driving collaboration, etc.

           

          Community Manager

           

          Role and Responsibilities:

          • Work closely with Enterprise Community Manager (ECM) to onboard your Community, including any educational or training materials
          • Responsible for the day to day operation of your Community – customize layout, answer questions, provide tools, adapt to user’s needs, etc
          • Coordinate, publish and follow-up on content as appropriate
          • Identify and develop relationships with advocates and SMEs
          • Perform outreach, educate employees on the value of web collaboration
          • Forward any suggestions or feedback received to the ECM
          • Assist ECM in reviewing any flagged content for your Community

           

          Overall Guidelines:

          • Requests for a new Community must be routed through ECM for approval and set up
          • Any user is allowed to set up Groups – Open, Members Only, Private and Secret
          • All Groups created must be professional/business focused – Group images must be professional in nature
          • Social Groups are not allowed on ULink
          • Private and Secret groups will be reviewed frequently by the ECM to determine business need and appropriate use
          • Private and Secret groups will be allowed on rare occasions
          • Refer users to help and guidelines information on ULink

           

          Moderation:

          • Invite participation by setting the tone, expectations and rules of engagement for the your Community
          • Conduct overall moderation of your Community – frequent monitoring of Communities and Groups (including content, images/pictures and overall tone of Community)
          • Watch for copyright material posted on the site
          • Be familiar with all aspects of the Terms of Use, Social Media and Internal Collaboration Guidelines, and related policies
          • Ensure all Community and Group participants are familiar with the Terms of Use, Social Media and Internal Collaboration Guidelines
          • Act upon “flagged” content (see Report Abuse)
          • Work closely with ECM and HRdirect regarding violations of the Terms and Conditions or Company policies
          • Maintain high level of confidentiality regarding any issues or actions taken related to the Community

           

          Report Abuse:

          • Any content that is tagged with “Report Abuse” by a user will be removed from site and sent to the ECM for review
          • ECM is responsible for determining if the content is in violation of any Terms and Conditions or Company policies
          • If the content is deemed acceptable, the content will be reposted on the Site
          • If the content is deemed unacceptable, the content will remain hidden and the ECM will work with HRdirect and/or the user’s manager regarding disciplinary action
          • Profanity Filter – The software will replace a word that appears on the profanity filter list with asterisks.  If found, these need to be reviewed, removed or reposted with appropriate language.

           

           

          Request for a Community:

          • All requests for a new Community will be reviewed and approved through the ECM
          • New Community Request form must be completed
          • A Community Manager must be identified prior to completing the form
          • Re: Who are defined as community managers?

            disaacs wrote:

             

            Does your company define anyone who hosts a group or space as a community manager? How do you define that role? Who is included? 

            We call these Community Owners and you and I are Community Managers.

            • Re: Who are defined as community managers?
              ridingo

              Hi. Circling back to another question I posed on time invested by a community manager. I showed the time expected for a community manager - approx 30-50% - to my "pilot" community manager team. I saw quite a few gulps in the room. So, our thinking is we might need at least two CMs for each pilot site to defray the time cost. Is this a reasonable approach? Thanks!

              • Re: Who are defined as community managers?
                Erin Haines

                We refer to the folks with admin privileges for Spaces as "Space Owners" - they are also given a badge on their profile to indicate this role.  These Space Owners employees who have volunteered (or have "been volunteered") and do this on-top of their "day-job".  Group ownership is less formal for us, as anyone can create a group - and they are typically not related to our business (that content lives in the Spaces).

                So, our thinking is we might need at least two CMs for each pilot site to defray the time cost. Is this a reasonable approach? Thanks!

                 

                For some Spaces we have multiple owners, even different owners for sub-Spaces if needed - to ensure that when someone becomes to busy or loses interest there are others to keep the community alive.  To add to that  - as Internal Community Managers, we are finding that keeping the Space Owners engaged is now becoming a challenge we  face!

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