Seth Rogen and Kommein’s own David Peralty. Ever notice how you never see the two of them together in the same room? Coinicidence? I think not.
David Peralty
Seth Rogen
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From the category archives:
Insights
Warning: This post was written a little before 4:00 a.m. just before I left for the airport home from SXSWi. Crankiness may ensue.
On Friday some of my SXSWi friends and I started a drinking game. Every time someone said the word “conversation” we drank. After the first couple of hours it was pretty clear we’d have to lay off the alcohol for this drinking game. “Conversation” was being talked about at every table in every pub. It was used in every panel and discussion topic. Conversations about conversation were unavoidable. No, we’d have to swig water if we wanted to make it through the weekend. SXSWi barely even started and it was clearly all about having, creating, or participating in a conversation.
Actions Speak Louder Than Words
Now, don’t get me wrong, I don’t mind that it’s all about conversation. I’m the first to admit I’m somewhat of a talker. Sure, conversation is important. It’s damn important. Having a dialogue with the members of our community is the best way to learn how they use our service. I can think of a word that’s even more important than conversation however, and that’s “action”. Talking and listening are indeed important but it’s the folks who take action who are the real rock stars.
Is “Space” Too Limiting?
Another word being bandied about at SXSWi’s every corner was “space”. As in, “it’s how you use the space.” I’m not quite sure where this space is everyone is referring to. Is there a party going on somewhere I haven’t been invited to? Does one buy the space or rent it? Am I in the right space now, or am I just a squatter? I’m obviously not involved in the right conversations. I mean, how do I find out how big my space is and where I can get more?
To me, “space”, and the discussion about how to use one’s space implies a limited area, which is why I’m not so fond of the term. When possibilities are endless, the implication should be the space we’re occupying must be unlimited as well. Like an infinityland or a black hole of community. I agree that we have to figure out ways to use our spaces (wherever they may be) rather than occupy them, but what does space really have to do with finding out what people want.
If I learned anything these past few days is that there aren’t many set rules. There’s no right or wrong. Just because one person uses Twitter as a promotional tool while another uses it to banter, doesn’t mean either is doing it wrong. Every blogger, every community manager and every social media specialist has his or her own set of rules. It’s not only about conversation or space. It’s about keeping an open mind and not using a manual or the phrase of the week to mold your community. Communities are indivdual collectives and what works for one might not be the ticket for another. Just because someone with a famous name does something, doesn’t mean it’s the perfect situation for you. By all means, have conversations but don’t forget to act and think outside your box…er …space.
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Yesterday I received a tweet from a member of the BlogTalkRadio community. “You know Deb,” it said. “I’ve been thinking & you have made my BTR experience so much better.” I ask you, for an online community manager is there any better compliment? It’s my pleasure to serve my community (no, really) but a compliment like this is worth way more than a paycheck. It means I’m doing my job right and people are responding.
I was thinking the other day how if community manager jobs were available in the mid 80’s it would have saved me 20 years of trying to find my place. Being a community manager isn’t always Twitter and blogs, however. Most days are good, but we have our not so good days too. If you’re thinking of becoming a community manager, you should know that (like all jobs) there are pros and cons to consider.
Pros and Cons of Being an Online Community Manager
Pro: You get to talk to awesome, passionate people every single day. The people in your community are there because they believe in your product or service. In fact, they enjoy it so much they want to talk about it all the time with like-minded people. As community manager, you must be passionate about the same, because it’s up to you to lead and direct these conversations.
Con: Someone is always disgruntled. Someone always finds something to nitpick or complain about. You’ll have to be smiley and happy even when that’s not what you’re feeling at all. Someone in need of an anger management class is not cut out to be a community manager.
Pro: Social networking. What other job do you know of where you get to hang out on Twitter or FaceBook for the better part of the day? As community manager you get to talk with your community, and invite others to become part of it.You can also share links and product info and get customer feedback.
Con: Some folks may see you as being too spammy. You’ll need to find the balance between chit chat and promotion. If you do nothing than tweet links, folks probably won’t want to follow.
Pro: Online community never sleeps. When I wake up in the morning, my community is always there to welcome me - and vice versa. On weekends, during episodes of insomnia, and holidays, our community is still going strong. You are never alone if you’re a community manager.
Con: Online community never sleeps. Forums and chatrooms still need moderation. Folks are still looking for assistance. Just because it’s the weekend doesn’t mean the community is out having barbecues. If you’re not prepared to be a 24/7 presence for your community, you may as well find a new calling.
Pro: You get to attend cool conferences and meetups. Community managers are often stars of community meetups and conferences are a terrific way to interact as well. This is my favorite part of the job. Working the booth and working the room gives me the opportunity to shake hands, get feedback and convince others to drink our Kool Aid.
Cons: You’re traveling to work. When you attend conferences as a representative of a business, you’re not necessarily there for fun. You’re working a booth and hanging out on the trade floor. You don’t always get to attend learning sessions and many times at the end of the day, you’re just too darned tired for parties.
Pros: You’re a reflection of your community. If you have a happy, lively community, you’ll be hailed as a terrific community manager. If you rock the customer service and put out fires in a timely manner, you’ll be seen as one of the best in the business. Your company will be known for having a great community and this will only put them in a more positive light.
Cons: You represent your company. As community manager you’re front and center. You are the first impression many people get of your business and its community. If you do a poor job, it will not only reflect on your community, but your company as a whole. Make decisions wisely and take your role as community manager seriously.
Online community management doesn’t only mean hanging out on Twitter or updating FaceBook profiles. There’s a lot of responsibility there. You have to be a voice for your community. If someone is disgruntled, it’s your job to put out the fire. You have to help solve the problem and then follow up to make sure there’s closure. You have to see all issues through to the end even if it means you’re staying up until 2:00 a.m. If your business is receiving bad press or publicity, it’s your job to make sure people see the positive and not the negative and if you see folks in need of help, it’s your job to reach out and make sure there’s no more confustion.
I think I have the perfect job, and I wouldn’t change it for the world. However, so many people see community managers as glorified social networkers and there’s much more to it than that. The positives outweigh the negatives, for sure, but only if you’re up to the true task.
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If your community has a forum or other gathering place, you’ll recognize the Chronic Malcontent. This is the person who never posts anything positive. Everything she (or he) writes is negative. She nitpicks the service, nitpicks the web design, nitpicks customer support and anything else she can think of. She knows the private email address of everyone on the support team but would rather take her complaints public because she feels she has a better chance of getting a response, plus she wants people to agree with her.(In most cases they don’t).
The Chronic Malcontent is probably the most challenging of all the community forum personalities because:
- As community manager I have to be polite to everyone I come in contact with. Though I want to shake our chronic malcontent and say, “Get over it lady! This is a free service! If this free service is so much trouble find another silimar service that’s more to your liking. The fact that the Chronic Malcontent stays with us despite her daily laundry list of complaints is telling, because she doesn’t choose to go elsewhere.
- One has to act quickly with the Chronic Malcontent because we don’t want others in the forum taking up the same tone and turning the thread into a complaintfest. Usually I thank Ms.Malcontent for her comments and assure her I’ve passed her information on to the folks who can best handle it, and give her the email for our services team once again so she can contact directly next time. Which she won’t.
- I also have to be careful it doesn’t turn into a negative situation for the rest of the forum. Folks get sick of seeing constant whining from the same person and it’s only a matter of time before someone turns around and tells the Chronic Malcontent to shut up. Then others agree and before you know it you’re in moderation and delete mode.
Every now and then Chronic Malconent is worthy of an email or forum private message I’ll nicely ask her (or him) to please cool it with the negativity as it turns people off from visiting the forum. I’ll request she contact support directly for a quick response to her problems. She’ll send me a note back apologizing profusely and telling me how much she loves our service and how I’m the best community manager ever and she’s ever so sorry for any inconvenience. She really didn’t mean to be so negative. And then the process will start all over again the next week.
Does your forum have a chronic malcontent? If so, what do you do to diffuse the situation?
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Here’s a scenario some community managers are facing: You’re hired by a business interested in building a web presence. Your superiors consider themselves hip pioneers for jumping on the social media thing, but they reality is they haven’t a clue. As a result, you can’t do your job properly. They question the amount of time you spend on social networks, shuffle you around to different departments, don’t think conferences are necessary, and don’t take any of your ideas for social media promotion seriously, and really, have no idea what to do with you. Put on a brave face folks, and don’t pull your hair out. You can make it work.
You were hired to create an online presence using forums, blogs, networks and other social media tools. You know you’re good at what you do, and you know there are logical reasons for doing what you do. Now, you have to communicate it to your superiors. This isn’t always easy, and can be very frustrating, but if they didn’t want a heavy Internet campaign they wouldn’t have hired you in the first place, right?
Take a deep breath. Don’t get angry. If you find you’re getting questioned every step of the way or that folks don’t take you seriously, take some time to write up a proposal or outline. List all your social media strategies and why you feel they will benefit the business. Send it to all the players and request a time to discuss follow up. Now gather data and statistics so you can make your case. You CAN make this work!
It’s hard for many old schoolers to embrace social media but it’s part of a community manager’s job to make sure they get it. Don’t let frustration give in to anger. Use your energy to create a rocking community instead.
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Mashable has a great article up that I think all Community Managers should read entitled, HOW TO: Survive a Social Media Revolt.
Hulu recently made a mistake in how it removed content from its site, and its community turned on the company rather quickly. Of course they tried to fix the mistake, but some damage was already done.
Muhammad Saleem goes over some things that they could have done that would have stopped this whole mess from hurting their brand.
My favourite section, also the first tip from Muhammad is:
Communicate Even If You Have Nothing to Say
It baffles me to see that most of the people running popular social media sites (and new media sites in general) hardly communicate with their communities. When they do, it’s usually for one of two reasons, either an announcement of new features (which is useful for PR purposes), or to apologize for their mistakes (these apologies usually come after massive uproar, not in the absence of). Write to your community and participate in your community even if you don’t have something ground breaking to say, and definitely communicate with your community if you’re going to be making changes that will effect thousands of loyal users.
Read the other four lessons over on Mashable.
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Last week for homework, my six year old son had to write three facts about Barack Obama for a class discussion. My son’s report read as follows:
- Barack Obama is our first African American President.
- Barack Obama should stop smoking.
- Barack Obama is the first social media President.
As you can imagine, my pride was evident, clearly The Child is his mother’s boy. His teacher asked him to explain to the class what “social media President meant” and he responded “He talked to people on the Internet and told them to vote for him.” Can’t argue with that too much.
President Obama’s successful social media campaign is proof that for any business or individual to succeed, an online presence is necessary. The President embraced Twitter and other social networks, reaching out to rock the vote and find out what was on our minds. Folks like to know the leader of a nation is in touch. It’s embarrassing to hear the person with the most important job in the world talk about not knowing how to turn on a computer or use email. When I learned Barack Obama had to give up his Blackberry I felt his pain.
But this isn’t about being plugged in. It’s about being in tune with a nation and using every resource possible to campaign and reach the American people. The new President of the United States gets the need for a heavy online presence, shouldn’t you do the same for your business?
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As personal branding becomes more prevalent, so does the need for people to really step up and become their own Community Manager, and over on Deb Works, there is a great post, with the same title about being your own community manager. She approaches it from the small business mind, but I think nearly everyone that has a brand online should be working towards a community manager mindset.
You need to be in your community and letting everyone know what you and your business do. Find ways to help others and help them. Find out what your online community is. Are you in any yahoo groups relevant to what you do? Are you on twitter and facebook and linkedin? This is YOUR community – where you can make a real difference. Are you doing so?
If you are an expert in personal branding online, this might seem like old-hat to you, but community management isn’t about large corporations that need people to facilitate connections. It is a mindset that can be useful for nearly every size of business.
Some of the best businesses in the world became the best thanks to how they managed and served their community, and thus their customers.
For me, one of my favourite stories with regards to community management, and how it helped a business succeed, is a computer store in Kingston, Ontario Canada called Kingston Computer Planet or KCP as it is better known.
Kingston was already filled to the brim with computer stores, but a few guys got together and wanted to create a computer store that was more than just a place to pick up hardware, and in doing so, KCP became one of the best computer and technology communities in Kingston, which has helped their business stay afloat, and even expand in a super-saturated market.
Without their interest in building and managing a community, I doubt they would have been as successful as they are today with a forum community now approaching nearly 100,000 posts and 12,000 members.
Have you thought like a Community Manager today?
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I have seen and been part of many discussions about community as currency. With reports that brand names are making huge bags of money from their community management interactions, it is no surprise that other companies are starting to test the waters when it comes to the ROI of community development.
In essence, what these companies are trying to do is convert people into fans and then either use them to expand their marketing efforts through unpaid evangelism or into purchasing the product, service from the company or an advertisement.
It seems simple enough, but is it right? Should companies consider their community as a currency?
I have some fairly strong feelings regarding this from both angles. As a person, I am angry that companies would attempt to do this, as it almost seems like a form of trickery. On the other hand, I see why businesses need to do this, and understand why they are so interested in making it happen.
As a human, living on a twenty-four hour per day clock, we only have so much time each day and everything is competing for it. We reach our saturation point early on, and if a company can’t get their message to you multiple times, you’ll probably forget about them and move on to join a community related to another company, product or service.
Whether we like it or not, community is a form of currency, especially online, and the value of that currency is only growing. If you want to be a community manager, part of your job will be to hide the fact that individuals in the community are really just currency for a company to do better than the competition. If that is something you aren’t interested in doing, then you might want to rethink your aspirations.
While not every company is open about this fact, in the back of their mind, they are all thinking it, or they wouldn’t spend the money on developing a community.
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I was fortunate enough to be the Community Manager for PicApp for a short period of time, and in that time, I did plenty of research, and had some first hand experiences on what it means to manage a community.
What it Takes to be a Great Community Manager
Managing a community requires a fair bit of understanding regarding the product, service, or company in order to properly manage the related community. It also requires a personality that can be charismatic, and lead by example, as well as someone that can constantly network and organize.
The best community managers are those that can balance the needs of the company to market themselves or their product with the needs of the community, all the while trying to find avenues to improve the company or product and increase the size of the community.
It can be very difficult to balance everything effectively, and it requires constant communication.
Community managers have to be able to express themselves in the medium that the community prefers. For PicApp, this was almost all text based, and so I found it in line with what I was used to, having been a professional blogger before hand.
I was also lucky with PicApp because I believe that the product/service that PicApp offers fills a need, and in doing so, it made my job easier. We were also fortunate to have some great relationships with various people using the service.
Community managers really need to be experts at a variety of communication, marketing, business strategy and technology skills to effectively manage a community.
Difficulties of Being a Community Manager
One of the hardest parts about being a Community Manager is taking what you learn from the community, and distilling it into useful information that the company can use, and then waiting for a response from the bureaucracy. The smaller the company, the faster the turnaround, and the more likely they will be to listen to their Community Manager. There are companies that have Community Managers as a public relations arm, rather than creating a two way communication channel, they hope only to build up a following and push out information to various “fans”. This can be hugely detrimental over the long term, and if the Community Manager is trying to push changes in the company that aren’t happening, this can be exasperating.
I didn’t experience this during my Community Manager stint at PicApp, but I know of some people that used to have this issue, and were unable to be happy with their role in the company.
Leaving My Community Manager Position
Why did I move on from being the Community Manager at PicApp? It was a great opportunity, and a great company, but they weren’t really in need a Community Manager. The various people involved in the company were deeply involved with the community, and understood where the shortcomings in their product were. They were all so passionate, and listening intently to feedback that I was nothing more than a reminder of things that they already knew. Also, at the time, I didn’t really understand enough of what makes a good Community Manager and wanted to do too many things outside the scope of my role that stopped me from effectively leading the community that they had created and were already leading in the right direction.
Some companies don’t need Community Managers, despite having the position available, while others don’t have Community Managers, and need to hire someone desperately. Doing due diligence in your research, will help you figure out if the company you are interested in working with actually needs your services as a Community Manager.
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