社交媒体社区经理的10个基本技巧

社区经理正在成为所有类型业务的越来越重要的角色，我们看到从技术初创公司到主要企业品牌的角色都出现在各地。最常见的是，社区经理负责通过社交媒体吸引当前和潜在客户以及围绕其产品和服务的充满活力，热情的社区。一些社区经理甚至促进了在私人在线论坛上的对话，与内部公司内部网络合作，并充当客户支持。bob全站app

Community managers must strike a balance. Externally, community managers are the voices of their brands in social media, serving as social media strategists, customer service managers, content creators, product managers, and evangelists. Internally, they are the voice of their communities at their own companies. Community managers bring the conversations they have with community members to the forefront of marketing, customer service, and product discussions, epitomizing the value and function of a social business.

Because community manager jobs vary at each company, there is no one magic bullet to make a community management program work. But with more and more community manager jobs showing up every day, here are some新的或有抱负的社区经理的提示或那些认为自己可以从其营销部门的社区管理职能中受益的人。

1. Fish Where the Fish Are

When it comes to social media, it’s very easy to get caught up in tactics. It’s important to establish andmonitor your presence on Facebook, Twitter, LinkedIn, Google+, and YouTube, but for goodness' sake, you're only human! Prioritize based on what drives the most ROI. Whether that's blogs, tweetups, in-person conferences, or new social media platforms, spend your time where your community spends theirs.

2. Identify and Delegate to Your Power Users

Identify your most engaged community members and top influencers, and leverage their voice by offering them guest blog spots, curating their own content in a news round-up, re-sharing it in some other capacity, or offering them a position as a community moderator in your forum.

3.…但不要玩得太多

Loyal community members are great resources; they are the first people to provide feedback, share your content, refer you to others, and even stick up for you. But make sure to keep an even playing field for new, quieter community members. Each new commenter, forum member, tweeter, and group member matters. Challenge yourself and get a unique perspective by engaging with them, too. It’s your job to build a社区, not a clique of power users who make your job easy and build resentment among other members.

4. Say “I’m Sorry.”

社区经理通常是运行Twitter和Facebook帐户的人，也将是对投诉做出回应的人。这意味着您必须学习如何说对不起。不是，“对此我的不便，我感到抱歉。”那是总的鲍尼。如果您的服务不起作用，并且社区成员很生气，可以在Twitter上对此大声疾呼，那么您肯定会带来不便。像在现实生活中的某人一样，以真诚的情感说话。

5.保持冷静并保持视角

是很自然的沮丧和压力busy days when responding to complaints online or answering a lot of questions.Breathe.只是互联网。

另外，如果您成功并迅速解决他们的问题，那么您最大的批评者可能会变成最大的粉丝。那些花时间提供负面反馈的人也经常花时间成为您的拥护者。

6. ...但请记住2％的规则

2％的规则在科学上说，任何小组中总是会有一大块反对者。无论您做什么，这些人都会成为混蛋。仅仅一个简单的例子，请查看博客或新闻网站的评论部分。bob官网官方网站总是有少数人是非理性的，并不是真正希望为有效的讨论做出贡献。你可以尽力使这些消极的人，但不要击败自己，让一些坏苹果破坏了这堆。

7. Anticipate Common Questions and Know Your Product Inside and Out

Answering questions about your product or service through social media or email will probably be a major part of your job.提前做好准备。This is especially important if you work in a regulated industry in which you may need your tweets or Facebook communication to have prior approval.与您的产品或支持团队一起讨论常见问题，以确保您的答案（包括140个字符）准确。您还可以创建常见问题解答和逐步指南以链接到，这将减少手持时间和重复问题。

8. Don’t Forget About Email

与社交媒体这样的性感工具相比，电子邮件似乎是老式的，但是请记住，每个社交媒体用户都有一个电子邮件地址！Email is the glue that makes social media stick，如果您提供有关电子邮件通讯或产品文摘的有用内容，这可能是保持社区成员参与的好方法。bob官网官方网站

9. Engage Offline

即使具有拥有全球，在线社区的能力，社区建设也在家里开始。使用聚会与当地观众建立联系。这些事件可以inspire evangelists who will vouch for you当他们更好地了解您作为当地公司时，并且他们知道bob全站app你面对面。这些人肯定通过社交媒体与更大的全球网络联系在一起。这是您的第一个电力用户网络可以源自的地方。

10. Your Social Media Accounts Are No Longer Your Own, But Your Time Is

As the face of your brand online, people will inevitably identify you as the community manager for that company. The number of Twitter followers you have may grow, and you may begin to get more Facebook and LinkedIn requests from people you don’t personally know from real life. Even if you put "Tweets are my own" in your Twitter bio,people see your thoughts aligned with your company。

Be who you are and represent yourself online as someone you are proud of. Have a rant youreally really reallywant to post? We've all been there. But remember thatwe tend to regret the rants we做在社交媒体上发帖，而不是我们的事物做n't.

保持健康的个人和专业平衡是棘手的，但要控制您在社交媒体上的经验，而不会停止享受。使用Twitter列表，Facebook列表和过滤器。拥有您的隐私，时间，新闻提要和个人网络。bob官网官方网站

Are you a community manager, or have you hired one for your marketing team? What benefits has your company seen since the introduction of the role?

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