What does an Online Community Manager do?
Online Community Management is involves forming and creating and managing a gang of your cliens. Creating a group online. Every day there are tasks that need to be done., contact to be made, people to get to know, questions to be answered. Once you get active on line your sites need constant monitoring.
It’s rather like being a parent – constant nurturing, tending and regular feeding creates an online community.
Blog and comment moderation
Your blog must be monitored and comments responded to. Also, most people need a “kick in the butt” to keep blogging as it is not easy to keep at it. It is important that the blog fits in with your overall marketing plan rather than just your latest enthusiasm!
Facebook Management
Facebook needs careful management to grow and be successful. Rather like handling teenagers. Freedom and control and plenty of novelty. Facebook pages and campaigns can be developed.
Forums
Forums were one of the earliest forms of social networking and are less popular now. They still have their place though. Imagine managing new product development, product testing, sampling through a closed group of Raving Friends and Fans of your brand.
Testing and Trialling
Like the web, Online Community Management is constantly evolving and there are no hard rules. If our clients are open we can try different ideas and see what works best for you.
Manage Twitter accounts
Twittering seems strange when you start. So wee get you started, get you some followers, give you advice on good practices that will suit your business and get you some results. Authenticity and transparency are important but often we work ‘ghosting’ your Twitter account as your company begins. We write and run your Twitter page. We firmly believe that Twitter is best run by somebody who is inside the company. We can monitor and grow your Twitter account until you are ready to look after it yourself.
Multi-platform moderation
Facebook, LinkedIn, forums, blogs, – you name it – We’ ve immersed ourselves in it. I am comfortable with a broad range of social media platforms. We can come up with a workable combination of platforms, online outposts for you.
Consumer-driven Content Moderation
Are you running an ad campaign or competition that calls for entries? Are you expecting a lot of entries that will need processing in short time frame? We make sure your campaign or competition entries are handled well so your customers have a great experience of your brand.
Staff training
Often a staff member needs to be trained in the adoption and implementation of your social media. We will work alongside whoever has been assigned to this task.
How do we find our own Community Manager?
Online Community Management is a new area in New Zealand. People are moving into the role but still there are very few experienced people. We can help you select a person who has the right qualities to become a community manager. We believe it is best if is somebody from within your organisation who has a wide breath and history of your organisation. We can coach this person to train them into the role.
How long does Community Management take?
It really depends on what you are doing and your brand. Typically we start with an intense time together as we learn about your company, customers and brand. Our part decreases as we coach and work with you. The idea is that you will be able to manage the community yourself.
How much does it cost?
Due to the varying needs of companies and organisations I tailor a package to meet your demands. Typically we start working with you intensively to get to know you and your business and then this tailors off as we move across to you running the community.
How do you handle the trolls?
Online the lovers and the haters always show up. We have found that experience is a great teachers. As it is your company that we are am moderating for, it is easier for us to be objective and impartial, but know that a bit of spice keeps things interesting!
What type of content do you typically moderate or manage?
Typically we moderate blogs, comments, wikis, intranets, forums, user submissions, competition entries, Facebook and Twitter.
Can you work within our brand voice guidelines?
It is much easier for me when there are rules to follow. All content will adhere to your company policy and if required, checked by your legal team.WE offer consumer-facing representation of your brand and company and it is very important to us that we are ‘onbrand’ for you in everything that we do.
