Online Community Management

Introduction

Tinyiko Irene Ndlala

Online CommunityManager

Love African Literature, veggies and Stand up comedy.

Contents

1. Defining Online Management

2. My Communities

3. Types of Communities

4. Why we need Community Management

5. Managers Role beyond Community Management

6. Many Hats a Community Manager wears

7. Value of Community Management

8. What it Takes

9. My Experience

What is online Community Management?

An online community is a group of people interacting, sharing and working toward a common goal.

• Teach • Entertain• Beautify • Share• Discuss• Assist• Patrol

Types of Social NetworksWhich ones do you belong to?

My Communities

Types of Communities

Blogs

No longer personal journals

• Many business and individuals use blogs to make money and bring in business.

• Likes and Shares

• Blogs tend to be more content heavy and are more likely to catch the attention of search engines like Google or Bing.

Social Networks

Twitter , YouTube, Facebook, LinkedIn, etc.

Facebook PagesBusinesses also use Facebook fan pages to invite customers in order to create a community of participants.

Why we need online community Management

TWO key people that need to be made happy: the Customer and the Client.

You need to ensure that everything runs smoothly and also understand how people socialize in communities to ensure success!

Managers Role Beyond Moderation

Keep Communication Channels Open

Join a business or brand’s community.

Help to discover customers opinions, concerns, etc

Convey feedback to both channels

Attract New Members

Share news and events on social networks

Offers perks and discounts

Attend conferences and meet-ups

Focus on goals and policiesNot Just Tweets and Updates!!

Community management falls within larger part of a strategy.

Content need to be in line with goals and objectives of the client.

CHALLENGE: Achieving these goals while following company policies and guidelines

Create contentAlso forms part of the strategy.

Content needs to satisfy both the client and the customer.

Most important objective: Ensure that customers engage with the brand/business actively.

5 Hats a Community Managers Wears

Leader“Community managers aren’t necessarily appointed because of their sparkling wit….the best community managers are leaders ”

Content Developer

Blogs Newsletters Webinars Website articles Updates to the social networks Forum entries Videos

Moderator and Community Advocate

Direct the conversation and keep people in check.

You can hide comments , block people or give warnings

AnalystYou need to know understand the trends on your online communities!Is it growing? How are your people interacting, PTAT?

Value of Online Community Management

People have a place to belong

Meet with like minded people

Promote a product or serviceCreating Brand or personal awareness

Mentoring

TOOLS

The tools help with daily community management

What it takes to be an online community Manager

Must haves!

Qualification in the Communications field

People Skills

A Way with Words

Networking Skills

Communication Skills

Multitasking Ability

END