I wonder how most organizations are handling the role of community manager. I’m curious where a community manager reports. Marketing? HR? Customer service? I wonder how organizations are justifying the cost, and what they believe the role entails for level of effort. How are companies using the role in either direction?
NewsGator has a new community manager. I hired Josh Larson a few weeks ago to take on this newly formed role. The truth is that we were all doing some measure of community management before Josh came on board, we just were not focused on it and a lot of stuff fell through the cracks.
As you can imagine given my background in corporate blogging, this is an area that interests me greatly, but it’s not just about blogging on behalf of a company. I think that is where a lot of companies go wrong on this front, they think that just getting someone to “go blog it out” is enough when in fact community management is like marketing like customer support is to engineering. All are critical functions but community management is about advocacy more than promotion, just like customer support.
This is also why Josh reports to me instead of to our marketing group. I want this role to represent marketplace advocacy and I thought that ultimately I am responsible for that so it makes sense for the role to report to me. I also happen to care alot about the tactics by which we manage community, an outgrowth of my now many years of experience in corporate social media.
Our community manager has several distinct but interconnected roles. The first is easy, establish and grow a meaningful blog presence through which we expose and highlight our activities AND connect directly with influencers, power users, early adopters, customers, and many other groups of individuals who are relevant to our market space.
A blog is just a tool, which means that we will use many tools at our disposal to reach out and with an authentic voice talk about what we are doing and listen about what we could be doing. What we are doing with Twitter is another example of how we are taking advantage of social media tools to connect to our marketplace.
Communities are about networks and as such the community manager is responsible for building out and maintaining networks related to the above groups, and like a pilot who’s hands are on many levers apply leverage to various constituencies as determined by what our objectives are. The important aspect of this is that for a network to remain vibrant and active, we have to give back as much as we take.
There are probably a dozen other responsibilities that fallen within the scope of community manager but in the final equation it comes down to the commitment of the company to support that person in his/her role. I think we have a well earned track record at working with our community and not just talking to it, which hopefully means we are prepared to amp up those efforts with a person who is dedicated to the task.
Like all things that are on the forward edge there is an element of learning as we go, but this type of role is not so new as to suggest it’s all experimentation. We, as an industry, know from recent experience that the marketplace is demanding a richer interaction with companies so I think we’re on the forward edge of mainstream as opposed to on the bleeding edge.