For its 2012 "Community Manager Report," Social Fresh surveyed community managers and found that, aside from creating unique content and crafting a brand's voice, they're juggling several different roles throughout any given day:
- Morning: They are detectives and cheerleaders, providing energy to their teams while sniffing out and solving customer service issues.
- Afternoon: They are therapists, translators and diplomats, apologizing for poor customer experiences; taking customer feedback and explaining it to the product team and delivering news in tough customer situations.
- Evening: They are the cowboy/cowgirls, analysts and authors in organizations, corraling customers (and colleagues) onto the same page on social channels; measuring engagement metrics and writing nonstop.
And they are quite lengthy days at that. According to Social Fresh's infographic below, 26% of community managers spend more than 50 hours per week working on community management.
Here's to you, community managers. May your many hats continue to serve your organizations well.
Follow Bill Miltenberg: @bmiltenberg