Before we dive into the content, let’s take a look at the responsibilities of a community manager.
A community manager is the person in charge of managing content and creating interaction within social networks in order to generate an entire community around a brand, product or service. His/her task is very important because he/she is the voice of the brand and is in contact not only with regular customers but also with potential customers. He is therefore responsible for developing the brand’s communication strategy and generating a relationship with customers. His tasks, as we will see later, can be very varied depending on the size of the company.
What are the tasks of a community manager?
As we mentioned earlier, the community manager controls the social networks of a brand. He or she is responsible for posting content and responding to comments.
His main tasks may vary depending on the size of the company, let’s see some examples of the tasks that a community manager usually performs depending on the type of company:
Small teams
These are usually one-person teams, where the CM is responsible for all tasks, for example
- Content creation
- Creation of drawings
- Reply to comments
- Participate in events
- Be totally focused on the account
Medium-sized teams
These are teams of about 3 people, where the tasks are generally divided as follows:
- Social network manager: In contact with customers. It is in charge of the comments in which customers are looking to make a purchase.
- Community manager: In charge of producing the copy or text, responding to comments, making reports and reviews.
- Designer: Responsible for the design of the illustrations that accompany the publications.
Large teams
In large teams, tasks are much more segmented. In general, the tasks of the CM are very specific, such as
- Responds to comments
- Responsible for the reports.
The daily work of a Community Manager
In order to get the job done efficiently, it is necessary to organize all the tasks of the day. Let’s look at some examples of how to organize daily tasks:
The tasks
- Create, plan and schedule content. It is very important to know what aspects of your brand, product or service you will communicate to your customers. That is why it is advisable to make a calendar of all the contents of the month in advance so that you can discuss them with the person in charge. Once the content of the month is validated, it will be time to create the content (visual and textual), which will have to be validated again before publication. To better organize your time, we recommend that once the publication is fully validated, you schedule it so that you don’t have to worry about the publication date of the content.
- Respond to all comments, questions and problems. At this point, it will be necessary to read in detail all unanswered comments and depending on the responsibility the CM has, he/she may respond to the comments or delegate them to the person in charge of handling customer requests or complaints.
- Analyze data and prepare reports. It is very important to analyze the engagement rate (participation rate) of the publications in order to analyze and improve it. To measure the engagement rate, we can measure not only the number of followers, but also the number of likes, comments or times a post has been shared. In order for project managers to analyze and improve these data, it will be necessary to collect the information for subsequent reports and then, in the analysis, to seek to improve the results.
Time management
It is important to manage schedules in order to optimize your time and be able to perform all your duties. We recommend that you establish a specific schedule for each task, but always be flexible. Here’s an example of how we like to organize the calendar of accounts we manage:
In the morning and every day
- Respond to customer feedback. It is essential that your customers see that you are active on the networks and that you care about their requests. Therefore, depending on the size of the account, it is advisable to respond to all comments at least once a day. If the count is very large, you can answer up to 2 or 3 times, for example in the morning, at noon and in the afternoon.
- Analyze the data. After responding to comments, you can fill out your daily document where you analyze the account metrics: comments, likes, times a post was shared, … This way, it will be easier for you to have all the information updated at the end of the month.
At noon or in the afternoon and every day
- Content creation, planning, validation and programming. Once we’ve responded to the feedback and analyzed the data, it’s time to continue creating content for the networks. So, once the first two tasks are completed, we will now research, create and write the content that will be included in the messages. Once the content is validated, we can program it and move on to the next task.
Weekly, biweekly or monthly
- Report generation Depending on the type of project and the workload, with all the data analyzed, it is advisable to prepare a periodic report to analyze the engagement of the account and therefore, be able to analyze the publications and improve the results for the next period, which can vary depending on each company.
Need help with social networking?
In this article, we have seen what a community manager is, what his main tasks are and how a working day is generally organized.
It’s a job that requires a lot of creativity, empathy and analytical skills to continue to generate a whole community of users around a brand, a product or a service.
If you have a project and you have doubts about how to manage your social networks and communicate your brand to your customers, do not hesitate to contact us, we will advise you on all the aspects you need to know about social networks.
