http://bit.ly/1clmLDG, Successful community manager wear many hats and need a wide variety of skills and talents. Join this session to learn the top 5 skills that will ensure your community's success!

1. Managing Successful Communities:
5 Key Skills
Caty Kobe
Sr. Community Manager
@catykobe
#GetSuccess

2. @getsatisfaction 2 #GetSuccess @catykobe
@catykobe
Senior Manager
Community,
Support, & Education
Content
Developer
Support
Team Leader
Active
Community
Manager
15 Years of
Customer Service
Experience
Expert in Social
Engagement
Product Training
Specialist

3. @getsatisfaction 3 #GetSuccess @catykobe
! The skills we likely already have
! The skills we need to develop
! Short group discussion/ Q&A
What we’re going to talk about today:
Why talk about these things?
! To improve effectiveness in our current roles
! To plan & prep for more senior community roles
! To advance our industry

4. @getsatisfaction 4 #GetSuccess @catykobe
The skills we already have
The skills we already have!

5. @getsatisfaction 5 #GetSuccess @catykobe
! Have an endless supply of
patience
! Are empathetic to a fault
! Have common sense
! Are effective
communicators
! Have user-centric attitudes
! Are polymaths
For the most part, we already…

6. @getsatisfaction 6 #GetSuccess @catykobe
To amp up our game, we must be…

7. @getsatisfaction 7 #GetSuccess @catykobe
! Develop thick skin
against personal attacks
and complaints
! Do not make
assumptions about a
user’s intelligence level
based on their typing skills
! We must be fair when
moderating and cannot
play favorites
Emotionally Intelligent

8. @getsatisfaction 8 #GetSuccess @catykobe
Adept at Crisis Management
! Have a plan in place for
when negativity strikes
! Keep users calm &
informed during outages
! Manage angry sentiment
without censorship
Negativity Plan
Negativity Plan

9. @getsatisfaction 9 #GetSuccess @catykobe
We should be the center Corgi…
Ready for anything (with a backup plan)!

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! Understand which
metrics are most
valuable
! Recognize patterns
and tell stories with
the data
! Make better
community
decisions by
eliminating the
guesswork
Data Savvy

11. @getsatisfaction 11 #GetSuccess @catykobe
Tie community data in to your overall business goals
Data Savvy
2013 Business Goals
1. Improve customer
satisfaction
2. Improve
communication
with customers
3. Reduce costs
associated to error
messages

12. @getsatisfaction 12 #GetSuccess @catykobe
! Effectively manage strong
personalities
! Balance your priorities
with your coworker’s
priorities
! Choose your battles
wisely
! Use data to prevent
crying wolf
Cross-Functional

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Planning For The Future

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Planning For The Future
! As long as you have customers you will need a community
! Where will your community be in 5 years?
! Evangelize community within your company
! Work to advance your career & community management

15. @getsatisfaction 15 #GetSuccess @catykobe
Let’s keep talking!
Or ask your own questions:
getsatisfaction.com/
getsatisfaction
Use the category tags:
! #GetSuccess
! Community Management
What skills do you think are
most important? Tell me here:
https://gsfn.us/t/3za40

16. @getsatisfaction 16 #GetSuccess @catykobe
Resources For You:
! Get Satisfaction Community
– Visit: getsatisfaction.com/getsatisfaction
– Ask & answer questions under
the category: “Community Management”
! Get Satisfaction Training Center
– Visit: getsatisfaction.com/corp/education
– Best practice articles
– Widgets with community content
! Community Management Certification
– Course synopsis & registration:
getsatisfaction.com/corp/education/community-management-certification
! Community Strategist Certification
– Launching July 2013!

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Photo Credits
Slide 4: http://chzb.gr/YzpnWz
Slide 5: http://bit.ly/XLscaW
Slide 6: http://bit.ly/10oOquO
Slide 8: http://bit.ly/15VYOT0
Slide 9: http://bit.ly/130dgqb
Slide 10: http://bit.ly/18aZcfU
Slide 12: http://bit.ly/10T9wJe
Slide 13/14: http://bit.ly/14R9ySV