To be ‘community manager’ is not enough to develop as a “fish in water” in Social Networks and be a true “geek” of Web 2.0. It takes more to be a “chameleon” and change color depending on what you are claiming the situation, assuming multiple roles, from the role of detective to a diplomat, to the therapist. A ‘community manager’ houses inside the following personalities that peels then this fun infographic from Get Satisfaction and Column Five:
In the morning …
During the first hours of the day, the ‘community managers’ put the “cap” of Sherlock Holmes to try to identify and solve problems and seek the support of the technical department if necessary.
A ‘Community Manager’ should display the same energy that puts a cheerleader giving encouragement to his team to promote interactions between brands and customers on social networks.
In the afternoon …
The ‘Community Managers’ have to show empathy for virtual community members who are managing. They need to gain the trust of the community, apologize when necessary, provide advice and listen carefully to their criticism.
Unfortunately not everyone speaks the same language. Therefore, the ‘Community Managers’ interpreters must exercise and be able to move properly consumer demands for product development teams of brands. Similarly, should also have the ability to convert the language “geek” of these development teams in language understandable to the ordinary consumer.
Communicating news to consumers in difficult situations is not easy. Therefore, it is necessary that the ‘Community Manager’ is armed with patience and diplomacy to avoid hurt feelings.
At night …
When night falls, the Social Web often becomes the Wild West, in a world where there are no rules and everyone does whatever he pleases. In these cases, the ‘Community Manager’ must assume the role of cowboy and tame as far as possible to the “herd”.
To take the pulse of the community they lead, the ‘community managers’ have to be able to read and analyze the metrics of customer interaction. The analyzes are needed to optimize future strategies in social networks.
From dawn to dusk, the ‘Community Managers’ are writing. Write articles for blogs, forums and answers on ads in Facebook. They are constantly creating unique content that reflects the voice of the brand.