What does a community manager do? What skills are required? This is the first in a multi-part series written to answer those questions. This post will discuss setting standards and having the right mindset. Imagine Dalton not as a Cooler, but a Community Manager…
A Community Manager’s job is to build relationships, listen to and help community members, and steer discussions; all while staying positive. It is important to set standards and be firm, but be nice. Make your positive attitude contagious.
“Nobody ever wins a fight”
It can feel good to get the best of a troll, but there will always be another. Never get caught up in the anger of someone who only seeks to throw bombs or attack others – delete the post, block the troll, and move on. Community members look to you to set the tone: if you are rude and attack others, they will too.
“I want you to remember that it’s a job. It’s nothing personal”
Never let a troll get the best of you by invading your head. No matter the community, members will have opinions about the way do do a job or solve a problem: as the Community Manager, it is your responsibility to see that conversations stay on track and remain professional. You brand or company is not a damsel in distress that needs to be saved; allowing objective disagreement builds credibility. Stay on topic and NEVER let a discussion become an argument.
“People who really want to have a good time won’t come to slaughterhouse”
No matter your community: business / hobby, internal / external – members join to learn from one another, to share best practices, and help each other solve problems. No one wants to read personal rants or get attacked for their opinions: a bad environment will not only hinder discussion, it WILL destroy your membership.
Be fair, Be firm, Be nice
I welcome your comments.