Daily Archives: February 6, 2013

Distinct Differences Between Community, Social Approaches

The members of online communities are individuals, but they have a common interest (Prio/Flickr).

The members of   online communities are individuals, but they have a common interest (Prio/Flickr).

The functional orientations and work processes of community managers and social media managers may seem a lot alike at first glance, but it’s my belief that the differences between them play out through several subtle, but distinct differences.

These characteristics include:

  • the focus of motivation for speaking to and engaging others around the organization;
  • the flavor and character of the communications conducted;
  • the end purposes of the engagement efforts that are made.

From our readings this week, I’ve discerned that community managers center their efforts on cultivating conversations and building relationships in order to develop and maintain an engaged community that benefits both community members and the positive status of the organization.

Just as Vanessa DiMauro points out in Social Media Today, community managers are focused “on the flow of information and knowledge, strengthening relationships and promoting productive collaboration.” She continues that social media managers instead are involved in “listening and evaluating brand perception, planning campaigns and promotional material or initiatives to promote the company’s message, building and leveraging social networks on social platforms.”

Ryan Lytle presents another take. He characterizes the community manager’s functions, in “10 Qualities of an Effective Community Manager” as consisting of an enabling role. (I see this as a function akin to an advocate or an ombudsman.) Lytle says it is the community manager’s duty “not to continue to push a brand’s message, but to empower the audience and to give it a voice.”

Whether an organizational interaction is considered to originate in either high or low complexity market conditions are other ways to determine whether the community manager or social media manager avenue is the better approach for online communication.

Rachel Happe writes about this aspect in “The Community Roundtable,” using the example of a Sharpie pen manufacturer to illustrate the differences between the community manager and social media manager disciplines.

A low complexity market situation (the Sharpie pen producer-sales transaction) may require a social media management approach, she says.

  • That would be where online activity is more about pushing out product messages than about having Sharpie pen consumers converse with the manufacturer and with each other.
  • In this approach, social media management integrates business aspects into the community, providing a forum where consumers of Sharpie pens may be happy enough to tune into social media channels to learn about new products and promotions.
  • That might involve “listening and evaluating brand perception, planning campaigns and promotional material or initiatives to promote the company’s message, building and leveraging social networks.”
  • These activities are much more marketing and sales-focused, thus the domain of the social media manager, according to Happe.

Such consumers may not be as interested in sharing their experiences and the benefits they find in using Sharpie pens as a member of a moderated community, however, she implies. That is why in the opposite situation, (a high complexity market and use case), the community manager approach may be the proper form of online communication.

  • This type of online community building would be called for when it is more important that there are inter-personal connections as part of the organization’s transactions, Happe conveys.
  • What community managers do for organizations is to “provide the feeling of a direct connection” to the organization, she says, providing an infrastructure where customers can “benefit greatly by interacting and building relationships with other customers.”

Echoing that belief, Richard Millington, in “Buzzing Communities,” notes that it is often the community manager who provides “the only link between the organization and its community.” He says that “if community members are able to directly interact with the organization’s staff, they become more likely to develop positive opinions of the organization; they begin to identify as one with the organization.”(p.185).

Given these various perspectives, here are two questions for your own reflection and feedback:

  • Of the organizations you interact with online, can you tell what approach is used in those communication efforts?
  • Do you receive different types of interactions from different organizations, and are you satisfied with the type of interactions you’re getting?





Observations of the History & Evolution of Community Management

The history and evolution of community management, as some classmates pointed out in our most recent Google+ Hangout class time, may seem dry, but I think it is an important topic to cover. Not everyone in class has had the same experiences or may not be as familiar with the ins and outs of community management. Although I have some experience in managing communities (currently through the Lubin House for Syracuse University in New York City), I still found the articles, videos and other readings useful. The more I can read about it, the better!

One thing that stood out to me during the Google+ Hangout was when Kelly mentioned that online communities are different for higher education than they are for other products — and I completely agree. I know that Lubin House (now @SUinNYC!) has a following and I know our “community” is listening, but it is hard to get an online reaction from them. Retweets and likes on Facebook are common, but actual conversation over social media really isn’t there.

On a plus side, I think Higher Education does a great job with starting a relationship online and then bringing it to an in person relationship. I know our followers are listening, because they show up to events where we can meet them in person. We get a lot of feedback that way. I look forward to taking what I learn throughout the semester in this class and using it to develop our SUinNYC community.

Other great points that I took away from the Google+ Hangout were:

  • Community management is about keeping your community happy and keeping their attention.
  • Outsourcing is not always a bad thing
  • Jenn mentioned that you should look at community management as “I don’t have to get everything done right now.” You can plan for a month, three months, nine months down the road.
  • Do not be on Twitter (or any other social networking site) if you are not willing to devote the time.
  • Social media initiatives are more easily accomplished with buy in from the top
    • At more institutionalized companies/organizations this can be harder

Do You Need a Social Media Manager and a Community Manager?

community managementAlthough there is some confusion, the role of a social media manager and the role of a community manager do have their differences. Yes, many of the responsibilities overlap and, of course, both types of managers would be working very closely together. But it can often be difficult to separate the two positions.

Here is my simplified, quick-read version of Community Management versus Social Media Management. (For a more in-depth definition of each, read this article or this one here).

Community Management focuses on:

  • Developing relationships
  • Moderating conversation
  • Listening to what the community wants

Social Media Management focuses on:

  • Content creation
  • Managing social networks
  • Reporting and measuring

There are distinct differences between each role, but I wonder, is it necessary to have both a Community Manager and a Social Media Manager?

My short answer is no, but each company has different needs. There are factors that an organization can look into before making a decision.

Some of these include:

  • Do you have the resources to hire both a Community Manager and a Social Media Manager?
  • Does your organization have an active enough community to be managed?
  • Is is possible to find an employee who can navigate both content creation and building relationships?

social media management image

In her post, Differentiating Between Social Media and Community Management, Rachel Happe points out that “not all companies want, need to, or can cultivate a community.” And from my experience from managing social media in the higher education industry, I agree with Happe.

However, it all depends on the needs and wants of your company and the type of community in which you are trying to cultivate. There isn’t one social media or community management strategy that will work for every organization.

What do you think?

Does your organization or company need both a community and a social media manager? Why or why not?