6 Tips for Community Managers at a Service Company

Both small and large companies rely on social media to promote their products and services. Social media is much more than creating updates and publishing them across the various platforms; it’s a skill. Hiring the wrong community manager can really have a negative impact on a brand. The person has to have the right skill set and expertise in order to take the brand to the next level when representing it in social media. Here are some tips to finding a great community manager for a service company.

  1. Availability. The online environment allows users to engage brands and discuss them around the clock. The community manager is technically always “on”. This means that the person should be able to engage and interact during the non-traditional hours of 9 to 5.
  2. Technical aptitude. The community manager for a service company should have the ability to manage the content featured on the website and all of the social media platforms. You want to be certain that the person is able to update the content featured on the website and oversee any changes on the website with no problem.
  3. Expertise. You should have access to references or a portfolio. Some candidates will have received formal training from a reputable source. The person should possess the necessary training, expertise and background to serve the company.
  4. Reporting experience. The person should be comfortable with the reporting aspect of social media. Reporting requires a familiarity with analytics. In order to assess the efficacy of any campaign, the person should be comfortable providing regular reporting.
  5. Reputation monitoring. The community manager must be able to respond in a timely manner to a crisis. The person has to have a pulse on every interaction that has something to do with the brand. The ability to monitor all of the conversations pertaining to a brand makes it easier to respond quickly.
  6. Understanding of the brand. The community manager should understand the brand and what it’s about. If the person is going to be the voice and personality of the brand, the community manager must really understand the brand’s core values, the image the brand wants to portray, and the landscape of the industry.

The community manager will be an extension of the brand. Hiring the right person will make all the difference in your social media marketing efforts. Since this person will serve as a voice for the brand, the service company has to get this completely right in all areas. The ability to represent the brand well is determined by the person’s experience, expertise and understanding of the industry.

About the Author

Matthew Goulart

Matthew Goulart is the founder of Ignite Digital, a Canadian digital marketing agency. Through Ignite Digital, Goulart works with Fortune 500 companies and advertising agencies from around the world and has helped launch profitable and highly successful digital marketing initiatives for his clients.