Last week we had a webinar where three, experienced Community Managers (CMGRs) shared with us their top attributes and tips for successful CMGRs.
I say experienced because they’re responsible for high-volume social brands, such as restaurants, celebrities and breaking news sites.
Even though each CMGR had their own opinions about social media and how it should be rocked, there were many reoccurring themes that popped up. Not one to leave this info on the table, I knew it was too important not to share!
Meet The Panel:
Successful CMGRs Seem To Always:
- Be adaptable – The world of social media is fast paced and always changing, you’ve gotta keep up with the flow if you want remain relevant. Flexibility and multitasking were big topics.
- Prepare – Jonathan said their content calendars help them keep up with what their audience is talking about, not what they want to push or what Holidays are coming up. And Rachel added that sometimes preparations take weeks. So while being adaptable is key, so is planning, strategy and execution.
- Teamwork – This was interesting since many CMGRs feel like they’re in a bubble with their jobs. Carrie and Jonathan said that collaboration in this role is key – even if it means partnering up with your communities to create killer content or other usable information.
- Community Essentials – Mentioned SEVERAL times were skills like listening, developing brand voice, and some serious knowledge about your online communities. I think Jonathan gave a golden nugget by mentioning that CMGRs should be peeking in on their communities even when they’re not engaging them to see what they’re up to and glean insights on their interests.
- Patience – Learning to play nice (even when others aren’t) was another common thread. And as Jonathan put it, “Don’t feed the trolls.” Your tone comes across in everything you do online, so it’s best to put on a smile and handle complaints and nastiness with grace and poise.
Have any CMGR tips you’d like to toss in the ring? Please share and let us know in the comments section below!
See you in the social sphere!
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Brooke B. Sellas is the in-the-trenches Founder & CEO of @HelloBSquared, an award-winning social media, advertising, and social media customer care agency. She's also the author of Conversations That Connect -- a book all about social listening and social media customer care. Brooke's marketing mantra is “Think Conversation, Not Campaign” so be sure to give her a shout on the socials!
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8 Comments. Leave new
Great Notes from the Webinar Brooke. Thank you for including me as social proof. I certainly learned heaps! It’s also good to hear other CMGRs sharing their experiences and knowledge. These five habits are truly golden nuggets 🙂
So happy to be connected. Looking forward to sharing lots more in the future.
THANKS, Veronica! I’m happy to include you as social proof (blog post forthcoming on that exact topic!).
I can’t tell you how happy I am to have heard the wisdom from our panel. And it’s also interesting to hear differing opinions. There’s no “right” or “wrong” way – just the way that makes you most successful!
See you in the social sphere! 🙂
Brooke, I thoroughly enjoyed the informative webinar and love that you have made it available here for those who may have missed it. Carrie, Jonathan, Rachel and you did a fantastic job!
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Thank you SO much for attending, Robin! I think the info shared is too good not to make available to EVERYONE. 🙂 Brew, Rachel and Carrie totally rocked it out and I’m so glad to call them my friends.
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