5 criteria that make you a good community manager

The importance of a community manager in a company is well known. However, the service provided must be convincing and lead to results. It is with this in mind that recruiters make a point of honour of the criteria and qualities for hiring the best profile. So how do you recognise a good community manager? What are the selection criteria that he or she must meet in order to be recruited? This article provides ample details on this subject.

1- Know how to do a little bit of everything

Versatility is the most important criterion that a good community manager must meet. The social media manager is on the lookout for trends in social networks, in his industry and sector, while producing his own content to capture the attention of Internet users. They must also be able to handle the platforms with ease and therefore master them while knowing what content is best suited to a platform. Finally, it is wise that he knows the tone to adopt according to the characteristics of his targets, especially as these characteristics may vary from one platform to another. But in addition to being versatile, the social network expert must quickly assimilate the novelties related to each social media.

2- Become empathetic with common sense

In addition to having an impeccable writing style, the community manager must show common sense. Indeed, on social networks, any subject can be criticised. And so, to avoid rumours, whether big or small, the community manager should ideally anticipate the reactions of Internet users by showing empathy. Certain subjects or situations are sensitive and must be approached with tact, taking them in the second degree or in humour is not always the solution. On the other hand, rereading a post or having it read by a team or an average person before publishing it can help you better analyse the situation and put yourself in your audience’s shoes.

3- Know how to manage your time

Given the many tasks that the job requires, a good community manager must be well organised. Social networks are constantly active, and so companies need to be on the lookout too. Thus, the community manager should use calendars, planning and management tools to maintain a presence on their multiple social accounts. By being organised, the community manager will have a head start and if something unexpected happens, he will not be overwhelmed. This will also help them avoid making mistakes such as tweeting personal content via a professional account, for example.

4- Always write without mistakes

The social network professional is the direct link between the company and its target customers, he can produce conversations and at the same time listen to them. A heated conversation or a bad buzz can tarnish the reputation of the brand. Therefore, the community manager must be perceptive and subject what he wants to publish to a review before validation. It is better to read and correct a publication several times before posting it than to have to deal with shocked and frustrated internet users.

5- Respect the editorial line

An expert in the field of community management is able to adapt to the company’s editorial line without any problems. Whether the editorial style is classic, slightly offbeat or original, the community manager must naturally insert it into his global strategy in order to guarantee coherence between the company’s physical presence and its digital presence, in other words, on its social networks. By neglecting this editorial line, the company’s branding will be out of sync or blurred in the eyes of the client.

Other assets of a good Community Manager

Being curious

Due to the constant evolution of social networks, it is necessary for a community manager to be open-minded and to pay attention to new developments on the web. This often includes new platforms, new features or new updates. So, the community manager must be able to keep an eye on things, look at changes and monitor the exchanges of Internet users in order to get a feel for new trends.

This curiosity will lead to reactivity, and with personalised, new and interesting information, the company will be able to gain a loyal audience. Newsjacking, for example, is also a great way to bounce around the news and put your brand in the spotlight.

Make a relevant assessment

Community management should be interested in and responsive to the conversations of Internet users. However, they do not have to respond to every comment made by users. Since the purpose of community management is to bring customers and the brand closer together, some vicious users may leave negative or demeaning comments. Thus, the community manager must be able to choose which comments require a response or a practical solution to comments that do not encourage a close customer relationship.

In conclusion, the job of CM is within everyone’s reach, but it does require the ability to remain calm in the face of crises or bad criticism, often to the point of insults. Therefore, the community manager must absolutely take a step back when faced with such situations and avoid taking everything at face value. They must cultivate their composure and respond calmly, sometimes with humour.

Par Nyamga