Ntokozo

‘NTK’ is one of our Social Networking Community Managers.
She moderates 24.com’s social networking sites, Blogs and Answerit etc. Ntokozo graduated in 2007 from Rhodes University with a degree in Bachelor of Journalism, specializing in New Media in her final year.

Being a community manager is not what it’s cut out to be. And because each community is unique – made up of dynamic personalities, which come and go – it’s hard to nail down a simple recipe on ‘how to be a good community manager’. But here are a few pointers I’ve collected through my own experience as a community manager.

Engage with your community
Your job is not only about enforcing rules – it is about sustaining an interactive community. So be a part of that community. Leave comments, engage in chatroom discussions, post mini-blogs, etc. Because only when you’re a part of the community can you serve it well.

Be a ‘man’ of your word
If you say you’re going to look into something – look into it for Pete’s sake! There is nothing worse than a community manager whose community feels they can’t count on them to do their job.

And if you can’t get the problem fixed immediately or any time soon, then just be honest and say so. Tell your community what the hold up is, and when they can expect the problem to be resolved. Surprisingly enough, when your community knows that you’re at least trying to get that bug fixed, they will be patient and understanding with you.

Listen to your community
This is probably the most difficult part of being a community manager. Because when you have varying voices pulling you in different directions, it’s hard to decide whose voice to listen to.

When faced with this type of dilemma, things like polls and open forums can help you in deciding whose voice to go with. It’s very important to make your community feel a part of the decisions you make on their behalf. Remember, you’re their only link to the business.

But if even after consulting with your community you’re still uncertain about which route to take, then this is where your own instincts about what’s best for your community comes into play. You interact with these users on a daily basis; you should know your community better than it knows itself. So make that decision – even if it leaves you unpopular with some of your users.

Don’t play favourites
That’s another important thing to note – don’t play favourites. Well of course they’ll be those users you’ll get along with far better than others. And even develop friendships with. But just don’t let these relationships affect how you do your job – the decisions you make.

If your community starts to feel that you’ve favourites among them, they will start to rebel against you. Nothing is more difficult to handle than a community in rebellion.

Oh, and be wary of those users who want to play ‘teacher’s pet’. They’re usually the ones who are quick to tell on others, or expect special treatment because they’ve been part of the community since its inception (or something of that sort).Try not to be manipulated into their dramas with other users, where they are always the ‘wounded victim’, and the other user the ‘big bully’. Always assess each case on its own merits – regardless of who the role players are.

Don’t take it personally
I can’t tell you how many times I’ve been insulted by members of my communities. From being told I’ve no clue of what I’m doing, to being called by some rather unsavoury names.

The trick is to not take it personally. People tend to be meaner on the net, because they know that no one knows their real identity. It’s a phenomenon I never really got. But what I have learned is to grow a thicker skin. Easier said than done – it comes with practice. And trust me, they’ll be plenty of opportunities to test your new found strength.

Ok – that’s all from me for now. I hope this at least helps you get started. Good luck, and remember to have fun.