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Online Communities Handbook: Building Your Business and Brand on the Web by Nancy Strauss, Anna Buss

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What a Community Manager Needs

Clear Objectives

Community managers represent the company to the members. Their workday is full of judgment calls—how to explain a problem to the community, whether to block or tolerate a misbehaving member, which content to censor. Community members can be needy, and there are a lot of them. Your community manager may end up getting a hundred emails a day from members, all of them wanting fast, personalized attention, and possibly making conflicting demands, particularly in the case of a website dispute. Community managers need clear objectives in order to make the right decisions and prioritize their time. It is important for them to be able to see their work in the context of your company’s goals.

In many organizations, ...

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