Some thoughts on what it takes to be a community manager

Hats off to Chris Brogan (one of my favourite bloggers in the realm of social media) for his post on the ‘Essential Skills of a Community Manager’.

This one post has encapsulated all of the talk going on in the blogosphere about this employment field and also references Jeremiah Owyang, another important voice in the social media conversation.

Jeremiah’s post on ‘The 4 Tenets of the Community Manager’ is also valuable reading in evaluating what traits and skills are required in this role

Recently, several people have been asking me what I think encompasses the role of the Community Manager and what skills they need to bring to the job. (as a newbie to this role, I’m really just offering an opinion and am not among the ‘licensed professional’ crew of Chris and Jeremiah!)

In my opinion, I believe a community manager needs to:

- Stay curious and inquisitive: The minute you think you have the answer, reflect upon the fact that you might not. Dig deeper and investigate. Ask questions. Do your homework. Be a Matlock or Jessica Fletcher.

- Listen… Listen.. Listen

- Admit mistakes and the fact that you may will make them.

- Love your product/ community. Feel that fire in your belly? Share it with others.

- Listen to your gut. If your instinct is telling you something feels wrong, chances are, it is.

- Check your ego. Keep it on the level and listen to those that know more than you.

- Outdo yourself. Ask yourself, what would you like to see someone do for you and do exactly that.

- Be trustworthy. Stand by your word.

- Be organized. Keep tabs on what you need to follow up on, resolutions to issues and manage your time wisely. Document all of the suggestions for product and service adjustments and enhancements.

- Read everything you can. Follow your company and those in the same space.

- Write. Blog. Twitter. (in moderation) Keep your enthusiasm level or people will associate you as that loudmouth who is always honking on about one topic. Brand ambassadors are cool, but you do need to maintain a personality. Being stuck beside a dinner guest who is on repeat is never a fun time. Online, people will turn you off and shun you like a social media pariah.

When interviewing for my current position, the role was defined as that of a host at a party. I can’t think of a more fitting analogy. As such, community managers really need to be community minded and social. Participate in a group. Volunteer. Write.

Above all – share. It’s hard to be in social media if you are anti-social!

I’d welcome your thoughts.