13. Responsibilities & Goals of Community Manager Role 1. Online Marketing, Outreach Strategies & Building Brand Visibility 2. Public Relations 3. Customer & Technical Support 4. Product Development & Quality Assurance 6. Internal Web 2.0 Ambassador 7. Reporting 8. Goal Setting & Professional Development http://conniebensen.com/2009/02/28/community-manager-responsibilities-and-goals/
22. Get to Know Your Customers Listen Understand your customer segments Create a Strategy Interact with them! Go to where they are at Build relationships creating word of mouth Identify advocates and provide support Encourage peer support Interact with influencers
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24. Create an Inbound Strategy Share Your Story Create Interesting Content Add Value & Provide Resources Syndicate your content – help it grow legs Widgets (Slideshare.net) LinkedIn, Facebook SocialMediaToday.com, MyVenturePad.com Lead generation – Twitter, LinkedIn, Facebook
37. Reduce product development costsTip – Choose 1 or 2 to start with
38. Monthly Reporting Report on Objectives established from goals of the position Qualitative Trends in members, topics, discovery of new communities Quantitative Benchmark based on previous report Web Analytics unless someone else is tracking them Recommendations Based on interactions with customers
40. Customized KPI’s Social Reach Indicators Alterian generated content views on Slideshare, whitepaper downloads Blog subscriptions Community Health Indicators Volume of conversations about Alterian products Social Influence/Reputation Indicators Reach of participation in: speaking, training customers/staff, collaborations
44. Resources Peter Kim’s Wiki of Social Media Marketing Examples http://wiki.beingpeterkim.com/ Groundswell by Charlene Li and Josh Bernoff Measuring Public Relationships by Katie Delahaye Paine Putting the Public Back in Public Relations by Brian Solis & Deidre Breakenridge Personality Not Included by RohitBhargava Trust Agents by Chris Brogan & Julien Smith
45. Connie Bensen @cbensen conniebensen@gmail.com Blog - CommunityStrategist.com Presentations – slideshare.net/conniebensen Director of Community Strategy & Social Media, Alterian
Editor's Notes
Two engineers calibrated in a wind tunnel what happens in a “V” formation. Each goose, in flapping his wings, creates an upward lift for the bird that follows. When all the birds do their part in the “V” formation, the entire flock has a 71% greater flying range than if each bird flew alone. Each depends on the other to get to it’s destination. Every bird in the formation takes a turn at being the lead bird. The strong birds encourage the weak with their incessant honking. Also, if a goose becomes ill or exhausted, a stronger bird drops out of flight with it, and, together, they find a resting place. The strong one stands patiently by, guarding, until the weak one once again gains strength to fly. For these large birds “V,” indeed, is for “victory.”