Mack Web Solutions
Who has been an inspiration for you as a community manager?
The team at Mack Web always inspires me. It helps to work in a creative environment where I am not restricted. My boss, Mack, really pushes me to think big and she supports my ideas, gives me freedom with the content concepts I develop, and gives me free rein with the engagement within our community. So basically I am not restricted.
I work in the SEO industry so there are many companies that inspire me as well. SEOmoz has an amazing community manager as does Raven Tools. I really like the way ModCloth runs their community… so as you can see there are many companies doing it “right” and are inspirational.
What is the most important part of being a community manager?
There is a reason companies know that a community manager is a necessity now-a-days. Consumers have always had a voice, but social media now allows them to be heard through the different platforms. For a community manager, hearing the consumer is numero uno and acknowledging them is numero dos.
If you could attend one conference to learn about community management, what would it be and why?
I would attend any conference that SEOmoz or Distilled puts on. I would also love to go to PubCon. Social Media Week is coming up in Chicago, and that would be amazing to attend. I think because I am a “hybrid” of sorts…I am a social media strategist for our company as well as the community manager, I have a responsibility to be more strategic in the way I engage in our community in terms of the content that is shared.
Attending a conference like SearchLove or PubCon would provide a lot of value in not just community management, but with strategy skills, SEO, link building, and social media.
What is your favorite book that has helped you become a better community manager?
I actually spend a lot of my time reading the articles and blogs I see on Twitter. There are so many contributors to my success as a community manager because they are developing great content. I have many blogs on my Google Reader and it’s plenty to help me become a better community manager.
What do you like best about being a community manager?
I really love interacting with the people who are apart of our community. In the flesh, I am sociable so I enjoy the many conversations happening at once and the ability to chime in. It’s also a great experience to interact with other companies. I get to spend my time learning about how other community managers do their jobs through Google Hangouts. The time spent is invaluable learning from other people’s experiences.
What skill should every community manager have?
I believe organizational skills are extremely important. There are so many outlets to run and here at Mack Web, we have a unique strategy behind each one. Organization is also when you are the community manager for more than one company. It’s also important to be communicative, friendly, and the writing skills need to be there. People have to remember that they need to be using the voice of the company and they need to provide great customer service.
What advice would you give someone wanting to become a community manager?
I would advise people to get social. If someone isn’t apart of an online community in their personal life, they probably don’t have much interest in it/be very good at it. I would say if you want to be a community manager you need to get involved online.
Tell us about a job that helped prepare you to become a community manager and why.
I have a pretty extensive background in customer service and my undergraduate degree is in Journalism with an emphasis in public relations. The education and the experience in customer service and public relations has really helped me be good at the position I have today.
Positions in customer service helped me learn how to be empathic towards the customer. It helped me be more patient and how to be customer focused. Public relations is kind of the opposite. I focused on the business and how to get their message heard by the public. I interacted a lot with the customer, but it was all centered around the business goals.
Those experiences help me now in my role as community manager because it’s a great mix of the two.
Would you like to be featured as Community Manager of the Day?
Be featured as the Community Manager of the Day on mycmgr.com and get your very own badge to show off your achievement on your own site.
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