7 Things Every Community Manager Should Do Everyday
October 3, 2014
The life of a community manager involves a lot of multitasking, and you’re typically the office jack of all trades. Whether you are a social media manager, social customer service agent, or community manager, you all need to deliver the best work possible to stay on top of things at all times.
A community manager needs to be everywhere at all times. Whether that’s to respond to customers’ incoming questions, deal with complaints, or publish new content on your brand’s social channels. Everything happens in real-time, for everyone to see.
To make sure you’re right on track each day, here are 7 key things a community manager should do everyday.
1. Get up to date.
Social media has given us the ability to get the latest updates in real-time. Beyond scanning your RSS feed, set up crucial searches to give you instant access to the right information (through social media, blogs, news sources, etc.) so you can scan through and stay on trend. With keyword searches, you can quickly browse the web for interesting social media content. Not only does a community manager require quick access to the latest updates to social media channels, he/she needs to know what goes on in the industry to maintain a ‘hands on’ mentality.
Set up a topic like ‘Industry News’. Dive into the analytics and have a look at Top Trends, Top Photos, and Top Videos in order to gain maximum potential and identify the most important news items.
2. Keep an eye on your scheduled posts.
Not a day goes by that you aren’t publishing posts (especially the links to your blog posts) on your social media accounts in order to maintain consistency and keep your audience engaged. One of the first things you need to do everyday is go through your scheduled posts and determine the “gaps” in your social content calendar to start the day with the right attitude. Make sure that if you encounter any crises during the day, you aren’t publishing your own posts. Quickly check your list of Scheduled Posts to make sure they are temporarily put on hold until the crisis is over.
3. Be a role model.
Invest your efforts in the right place. Start with empowering your colleagues first.
Being a role model everyday means that you continuously live and breathe social media. Make sure it’s your daily task to empower your colleagues. You are, after all, the voice of the brand, so there’s no need to hide yourself in the smallest space in the office. Keeping your other colleagues motivated will only leverage the power of your social media presence. Make your colleagues proud of the company. Share recently published posts internally for the other employees to share. Don’t be afraid to communicate your social media successes and failures. Make a statement and get out of your comfort zone.
4. Touch base with your performance.
Become better at what you do on a daily basis.
Customers expect brands to engage with them in real-time and demand an instant, accurate reply. Because you deal with customers’ questions and complaints on a daily basis, you need to look at how well you are performing in the social media Inbox. Take a close look at “Time Spent per Action”. This will give you more insight into how long it takes you to complete the actions that are necessary to keep your customers happy (reply, resolve, favorite, etc.). The average time is based on the difference between when a mention was published and the moment an action was taken on that mention.
Moreover, “Unique Users Serviced” gives you insight into how many unique users you served by performing an action on an incoming mention. Use these numbers to evaluate yourself and touch base with your performance everyday!
5. Get social.
Social media is a means to be social. So why not actually talk to people?
Beyond being a role model and empowering your immediate colleagues, make an effort to talk to people from other departments. Don’t work in silos, but instead, involve other departments in the process as well. While you are operating in the Inbox, add notes or comments to your messages, and update your colleagues on specific details about a customer.
Moreover, you can also assign mentions to specialists in multiple departments. Social media is never a one-man job or a box that needs to be ticked. A community manager is someone who should easily pick up on things. So, get social and don’t be afraid to pick the brains of your colleagues from time to time.
6. Report to your superior.
Touch base with your superior on a daily basis. It’s important to leave the lines of communication open. Make sure you are on the same page and communicate the health of your community by compiling and analyzing metrics. Continuously identify trends, and exploit opportunities. Social media involves a lot of trial and error. Constantly search for new ways to improve those metrics through testing, and don’t be afraid to use your gut instinct.
7. Divide and conquer.
Too little time, too much to do. Make sure you have a clear and organized schedule each day to rock your job 100%. Define today’s “to do’s” and organize your schedule. Make a distinction between the work you do everyday and the work that still needs to be done. At Engagor, we apply a tight Zero Inbox policy meaning that you need to work towards an Inbox that is empty and deal with every complaint, question, or comment in real-time. Extend this Inbox zero policy to your other work as well. Although your work might never seem “finished”, make sure you plan as much as possible.