Inside the Mind of a Community Manager

INSIDE THE MIND OF satisfaction www.getsatisfaction.com A COMMUNITY MANAGER Community Manager Appreciation Day is the fourth Manday of every January. Let's raise a glass in honor of the heroes who work in the trenches and on the front lines every day to make communities succeed for both companies and the customers. Huzzah! Piñata O Sponge O Gardener After being beaten with sticks, must still give out candy.* Or, like a unicorn, has to fart glitter and rainbows. Absorbs the emotional Watches over threads. temperature of the community in customers or ideas, while order to monitor health, tending diligently to them. satisfaction and engagement. Concierge O Cheerleader Announces new features and Provides one-on-one attention with issues needing to be resolved outside the community cheers on the accomplishments of both the company and its setting. customers. Sculptor Traffic Cop Massages the noisiness of a community into actionable data Routes requests to the right people within the organization. that benefits both the customers and the company. CRUSH TROLLS Spam Warrior O Empath + Mediavore Is a master of forums, social Always vigilant for spammers and ready to break out the ban hammer when necessary. Keeps track of vibrations from the community, Twitter, Facebook and networks, YouTube, webcasts other sources to sense the and other various media slightest disturbances in the channels required to get the job company-customer continuum. done. *This gem from community management pioneer Heather Champ, hchamp.com.