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What are the signs your community manager isn't as good as you thought?
Community management is definitely a hot-button occupation these days. When looking to hire a community manager, how can you be sure they really know their stuff? What are the warning signs/ red flags to look out for?
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4 Answers
During the hiring process, I would stay away from anyone who calls themselves a social media or community guru, ninja, maven, expert, etc etc. There are way too many self-branded "experts" for comfort, and community managers jobs should be about creating a sense of inclusiveness rather than self-branding and personal promotion.
When they're all talk and no action. Get very detailed specifics about the contributions they made in their last community and get references on their performance from their co-community leads if there are any. There are community leads who are in it purely for the glory and do absolutely nothing for the community whatsoever, however they are happy to take all the credit for the success of it. Very frustrating. Dead wood is never a pretty thing in community management.
Great answers, one and all. I'd add that they turn pale and flee when crisis hits. Complexity comes with success, and if your community manager isn't confidently adept at putting out fires, unravelling and massaging behavioural challenges, all the while keeping you legally compliant, your community safe and a cool head, then they're probably too green.
As the role becomes more mainstream (and glamorised), the market is being flooded by emerging social stars. Some will become wonderful community managers over time, but many aren't prepared for the governance challenges of the work. If they're surprised when people aren't warm and fuzzy, you should be very concerned.
I agree with Lauren on the "expert" tag. Beware of those who make big promises too.
How your CM is doing depends on your plan and your goals. However, you also have to consider that when it comes to community management, it's often a slow growth project. Especially where brand building is concerned.
Judge them by your goals set, but be prepared to adjust those goals and focus on priorities on what is working best for you.
One question to ask: When they are interacting with people online do you get good vibes from it? Do you trust them to be the voice of you brand based on their performance daily?
Regards,
jim
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