When it’s hard to think about anything else.
This past spring, I left a job where I had dedicated great energy to building an online community. Upon leaving, I was excited about the future and prospect of new clients. But why couldn’t I stop thinking about the organization’s social media accounts?
To my surprise, it was hard to unplug from the role of community manager. Until I left the job, I didn’t realize how often I checked in to my online communities at all hours of the day. I had no idea how frequently I had ideas that caused me to run to my computer while thinking, “I have to tweet that!” or “Oh! This is a perfect Facebook post!” I missed all those little profile pics next to the names of customers I had gotten to know.
I am a communications consultant now. I advise clients on community management, teach them how to do it, and provide community manager services. I am very happy to have community management in my skill set, but I miss the delicious feelings of knowing the ins and outs of an online community and helping it grow.
I cared about all the people who followed the organization where I worked, and yes, it was hard to think of anything else. The way I see it, the heart of customer service comes down to caring about your audience while knowing what they want and need. And that, my digital friend, goes hand in hand with effective community management.
Photo credit Kevyn Jacobs