Katherine Field
ChangYou.com
Twitter
@Katherine_Field
Website
slashreroll.com
Who has been an inspiration for you as a community manager?
I would have to say Troy Hewitt. He gave me my first shot years ago when I worked at Flying Lab on Pirates of the Burning Sea. His engaging and positive interaction with the community really helped me learn initially how to stand tall in the face of adversity and cultivate a thick skin. He also helped me to understand the importance of picking your battles during the game development cycle.
What do you like best about being a community manager?
Ultimately I love to be a part of a team that creates a game players enjoy. I love the enthusiasm my players have for the games I have worked on; that personal investment they have made helps keep me focused on providing quality service and engagement to our customers and fans. I love to be able to engage our players directly and create a more personable experience. I think that often can get lost between the player and the large video game corporation. I enjoy being able to put a face and a voice to that interaction and bringing the company and players closer together.
What skill should every community manager have?
Ability to identify and quantify key issues for your community without getting sidetracked by the ‘Complaint Du Jour’. Though your forums can be a key resource, they are generally only a segment of your overall population. These days you need to be able to quantify and backup all your issues with metrics. Learn about KPIs and how to utilize and plan your community strategy around them.
What advice would you give someone wanting to become a community manager?
Learn to take time for yourself. It is easy to get sucked into the job becoming a 24/7 experience, especially if your product is global and your twitter handle is a popular avenue of contact.
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