The role and importance of community management.

1. Online Community Management

3. Introduction
Tinyiko Irene Ndlala
Online Community
Manager
Love African
Literature, veggies
and Stand up
comedy.

4. Contents
1. Defining Online Management
2. My Communities
3. Types of Communities
4. Why we need Community Management
5. Managers Role beyond Community Management
6. Many Hats a Community Manager wears
7. Value of Community Management
8. What it Takes
9. My Experience

5. What is online Community
Management?
An online community is a group of people interacting, sharing and
working toward a common goal.
• Teach
• Entertain
• Beautify
• Share
• Discuss
• Assist
• Patrol

6. Types of Social Networks
Which ones do you belong to?

7. My Communities

8. Types of Communities

9. Blogs
No longer personal journals
• Many business and individuals use blogs
to make money and bring in business.
• Likes and Shares
• Blogs tend to be more content heavy and
are more likely to catch the attention of
search engines like Google or Bing.

10. Social Networks
Twitter , YouTube, Facebook, LinkedIn, etc.

11. Facebook Pages
Businesses also use Facebook fan pages to invite customers in
order to create a community of participants.

12. Why we need online community
Management

13. TWO key people that need to be made happy: the
Customer and the Client.
You need to ensure that everything runs smoothly
and also understand how people socialize in
communities to ensure success!

15. Managers Role Beyond Moderation

16. Keep Communication Channels Open
 Join a business or brand’s
community.
 Help to discover customers
opinions, concerns, etc
 Convey feedback to both
channels

17. Attract New Members
 Share news and events on social networks
 Offers perks and discounts
 Attend conferences and meet-ups

18. Focus on goals and policies
Not Just Tweets and Updates!!
Community management falls within larger part of a strategy.
Content need to be in line with goals and objectives of the client.
CHALLENGE: Achieving these goals while following company
policies and guidelines

19. Create contentAlso forms part of the strategy.
Content needs to satisfy both the client and the customer.
Most important objective: Ensure that customers engage with
the brand/business actively.

20. 5 Hats a Community Managers Wears

21. Leader
“Community managers aren’t necessarily appointed because of their
sparkling wit….the best community managers are leaders ”

22. Content Developer
 Blogs
 Newsletters
 Webinars
 Website articles
 Updates to the social networks
 Forum entries
 Videos

23. Moderator and Community Advocate
Direct the conversation and keep people in check.
You can hide comments , block people or give
warnings

24. Analyst
You need to know understand the trends on your online communities!
Is it growing? How are your people interacting, PTAT?

25. Value of Online Community
Management

26. People have a place to belong

27. Meet with like minded people

28. Promote a product or service
Creating Brand or personal awareness

29. Mentoring

30. TOOLS
The tools help with daily community
management

31. What it takes to be an online
community Manager

32. Must haves!
Qualification in the Communications field
People Skills
A Way with Words
Networking Skills
Communication Skills
Multitasking Ability

33. END