Archive for the ‘CMAD’ Category


Community Managers Evolve in the Collaborative Economy #CMAD

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Today marks the 5th Annual Community Manager Appreciation Day, or #CMAD for short. I’m thankful to the community for rallying behind this day when I initiated it in 2010. I had seen that some of our hardest working business folks were struggling to manage the onslaught of communications, maintain the balance of internal and external stakeholders, and deal with the emotional toll of responding to customers days, nights and weekends.

This year’s event is being spearheaded by Tim McDonald one of the community leads at the Huffington Post. He’s not alone. There are thousands of community professionals rallying behind the cause, and top social business software and services companies who’ve created content in recognition of it. Tim also created a website, Community Manager Appreciation Day, dedicated to this important need. While there’s already plenty being discussed about the virtues, skills and future of this role, I want to focus on its future, which is this year’s theme.

The social business space is maturing. We’re seeing social integrate into CRM, Marketing Automation and, for better or for worse, extend into multiple departments within companies. For the most part, social media has had its biggest impact in communications roles in Marketing, Corporate Communications and in Customer Care.

Now, in the next phase of sharing, we’re seeing people share cars, homes, products, time, space, and money. This is what we call the Collaborative Economy. Just as community managers honed their skills for online communications, they’ll now need to adjust their skills to the physical world. In this next phase, people are creating physical products (maker movement), then sharing them (sharing economy). This, yet again, shifts more power to the crowd, which means we’ll need new roles in order to meaningfully engage.

The theme for this year is the “Evolution of the Community Manager.” While the duties of the CM aren’t fully clear in this next phase, we should expect that they will play a key leading role as large companies gravitate toward the Collaborative Economy. Here are some potential roles they might have:

  • They may identify people who make and share goods through online collaborative websites and tap them as new influencers.
  • They may find the top sharing communities in their market, and become a participant.
  • They may help their own companies adopt sharing strategies by introducing internal leaders to the concept of turning products into services, like BMW has done with its Drive Now program.
  • They may help companies turn online communities into marketplaces where customers can resell, fix and improve existing products.
  • They may help companies tap crowd funding so the crowd could be more involved in the development of the next generation of products.

These are just some of the future skills and roles that Community Managers will evolve into as social moves into the physical world. In any case, please join me in celebrating some of the world’s top community professionals that are interacting with us on a daily basis.  Hats off to you, Community Professionals!

 

Wrapup: Community Manager Day 2013, Trended

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In 2013, Community Managers are trending, both online, and their impact to their organizations and the customers, who they serve.

Community Managers are the most powerful group online
As professional online communicators, Community Managers are the most powerful group for 5 reasons: 1) Professionally trained 2) Access to top tools 3) Manage the largest social media accounts in world 4) Highly connected to each other, and 5) Their interactions with market are public, which resonate.  I’m pleased to report that yesterday, on Jan 28th the Community Manager Appreciation tag (#CMAD) became a Twitter trending topic in at least Finland, France, and United States for over five hours.

Recognition of the Community Manager Role, Globally Known
Each year, Community Manager appreciation day grows in size and in location, this year I was stunned by the community involvement and market reaction.  I heard comments that while in emerging markets there’s still justification required for the role, but within US, there’s already wide understanding and approval of this role within today’s modern company, both big and small.  Last night, at the SF meetup whether or not CMs were the final decision maker for social tools and software, and depending on size of company, it could vary, however they often short-list the social business toolset for management and teams to analyze.  While they often need to work with the Corporate Social Strategist, they’re internal influencers on how programs role out.

2014 CMAD Will Host A Theme to Advance the Career
Next year, in 2014, Community Manager Appreciation Day will be on Monday, Jan 27th.  (It’s on the fourth monday, every Jan).  We will discuss this year what the theme will be –beyond appreciation. While some markets still need awareness and justification of the role, developed markets are seeking to push the agenda and be forward moving. We’ll find a theme, announce it in Dec, and ask the industry to collectively move forward. It goes without saying, that appreciation doesn’t stop, but now that we’ve collectively raised awareness, let’s advance as one.

Here’s a wrap up of all the events that happened around the globe, and analysis on the online impact, from a number of social analytics tools.  Please leave a note or URL in the comments, and I’ll update it.

Social Analytics Reports from Industry
A number of social analytics firms are running reports, I’ll cross link to all analysis and capture highlights here, it’s interesting to see the common data points and look at averages points and trends. It’s interesting that the various tools have roughly the same data frequency count.

Provider Key Stats Data Highlights
Little Bird Provides a list of the top 1000 Community Managers Social graph heat maps finds influencers, see my take, see the Twitter list
Social@Ogilvy (tweet)  Mid Day Capture Yields: 17.1 million impressions from 5,121 tweets… 3,096 mentions, 1,644 retweets, 381 @reply – #cmad Mid-day capture, not a full 24 hour run, but roughly matches other data sets
Topsy (report) 10,004 Mentions, thanks Rich Schwerin for the URL. Can’t leave date range, so this report may phase out over time.
Keyhole (report also in Spanish) 17,548  tweets by 13,479   users Interesting tool.  Showed hotspots in CA and NY, with Mashable as a major influencer
NexaLive (report) 16,628 Total Tweets. 8083 Total tweeters Shows keyword map, and analysis. Most active include jpedde, evanhamilton
Sysmos (Tweet) Shares that the hashtag was used 17.5K times Indicates most activity in United States
NodeXL (Social Graph Analysis) This focused data set analyzes the interactions with the core graph during a period of time, shows Mashable at core. Several leaderboards on top URLs, and top tweeters, keywords used
Salesforce Marketing Cloud (slides, also embedded below) 24,000 conversations, most on Twitter, in English followed by Spanish Interesting how dominate Twitter is over FB and Blogs.
UberVu (dashboard report) 19k Tweets, 281 plusses on Google+, 256 posts on FB Interesting how the sentiment was overall good, at 43%
Leave comment  I’ll cross link

 

 


UberVu Dashboard
Above: UberVu has a dashboard of metrics

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Above: Screenshot of Bluenod

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Above Screenshot: NodeXL has a detailed visualization of the cmad social graph

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Above Screenshot: Topsy

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Above Screenshot, Keyhole


 

Events

Media, Press, Blogs

Global Voices

Voices of Community Managers, and Shout Outs!

Technology Vendors and Innovators (alpha sorted)

Agencies

Collection of 2013 Community Manager Day Artifacts

http://www.youtube.com/watch?v=Pz_C5IshbTw

http://www.youtube.com/watch?feature=player_embedded&v=RrYGrpp89Q4

Above: Yammer Community Playbook

Above: Get Satisfaction provides insights for CMs

Get Satisfaction: Many hats of the Community Manager
Above: Get Satisfaction provides infographic on the Hats of a Community

Collection of CM Advice via MarketWire

UserVoice's Clever Community Manager Cards
Uservoice has several clever CMAD cards. Ironic empathy makes me feel ok.

Socialfresh Infographic on Community Manager Roles #CMAD
SocialFresh offers a helpful infographic with demographics and salary data


 

Please leave a comment below of any coverage I missed, I’ll add.

10 Key Stats of the Community Manager Space #CMAD

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Update: Here’s a Wrapup of #CMAD 2013, which Trended.

Today is Community Manager Appreciation Day, in celebration of saluting this important role changing the face of corporations and customers everywhere, I wanted to share original data and insights on the state of the space.  Community Manager Day (#CMAD) is hosted globally every fourth Monday in Jan, I’ll do a wrap up post and cross-link for this fourth year.  Why do Community Managers get their own day?  Essentially, they serve customers every other day, so they should get a day of thanks to highlight how they’re changing the face of business, customer care, and our industry.  Here’s key stats on the essential skills, requirements of community managers, as well who they follow the most on Twitter.

1) Top Required Skills of the Community Manager
Altimeter Group conducted analysis of 30 global job descriptions of Community Managers to ascertain patterns on job requirements and skills.

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Above:  Out of 30 Community Manager job descriptions, the most critical requested skills were writing ability (83%), customer relations in online channels in normal daily conditions (76%), and working with other departments (53%).  Other critical skills included reporting, and providing feedback to product teams on innovations and improvements.  A few of the requirements included passion/tact/clever people skills, as well as passion for the topic and vertical the CM was covering.

2) Top Tools of the Community Manager

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Above:  Interestingly, 43% requested that Community Managers to participate in social networks –not just online communities owned by the brand.   The heritage of the term originated with online communities (before Facebook and Twitter were founded) but the job requirements now suggest that 43% of community manager roles must interact with customers wherever they go.

3) Top Experience Requirements of the Community Manager
Job Experience Requirements: Out of the 30 job descriptions, 13 (43%) required bachelor degrees, and a majority required that they have Years required about 2.5 – 3 years of experience in social/marketing/customer service. Additionally, 6 companies had a requirement that the community manager have 2.5 – 3 years of experience in the specific vertical which they were serving.

4) The Most Followed Community Managers are in America, Western Europe
If you’re seeking to reach community managers in person, you’ll find key global hotspots in East Coast US, Western Europe, and a scattering up and down the West US Coast.  This represents the top 500 followed community managers (update: Little Bird has provided a method and list of top 1000 CMs), and is not representative of the thousands of total CMs in the entire industry.

Locations of the Top 500 Community Managers

5) Most Influential Community Practitioners 
Long time friend, Marshall Kirkpatrick (RWW, now entrepreneur) provided me data on influential community managers in Twitter. While I’m not involved in creating his social analytics product, Little Bird they provide this service analysis to any topical community. By analyzing which Community Managers are most followed in Twitter by their peers, he generated a list. Here are the most followed (thereby highest potential of Influence) Community Managers followed by their peers. Caveat: I recognize that measuring influence can’t be a sole number, but the data provided is interesting on heat maps on a social graph.

Community Managers followed the following folks, who are mostly providing services, resources, information and guidance to other community managers.  Out of the top 500 Community Managers on Twitter, the 5 most-followed by their peers are:

  1. Jenn Pedde (@JPedde) Community Strategist at 2U and Co-Founder of CmgrChat is followed by 74% of the top Community Managers on Twitter
  2. Blaise Grimes-Viort (@blaisegv) Head of Community Management & Social Media with @eModeration is followed by 66% of the top Community Managers on Twitter
  3. Rachel Happe (@rhappe) Principal at The Community Roundtable is followed by 64% of the top Community Managers on Twitter
  4. Jim Storer (@jimstorer) Founder of The Community Roundtable (like Rachel, above) is followed by 61% of the top Community Managers on Twitter
  5. Tim McDonald (@tamcdonald) Community Manager for @HuffPostLive is followed by 53% of the top Community Managers on Twitter

Yours truly (@jowyang), is followed by 43% of the top 500 CMs, thank you!

6) Most Influential Community Managers at Corporations followed Community Managers
The top 500 Community Managers followed the following corporate community managers the most:

  1. Maria Ogneva (@themaria) at Yammer (which is a social business vendor, kudos Maria)
  2. Lauren Vargas (@vargasl) at Aetna
  3. Paco Vázquez (@pakvazquez) at Telefónica

7) Top Software Vendors Followed by the top 500 Community Managers
The following are the most followed social software vendor corporate accounts (not personal accounts, like Maria) of the top 500 Community Managers. While just one data sample, this gives light to the mindshare owned by actual product users in the industry:

  1. Salesforce MarketingCloud (@marketingcloud) is followed by 26%
  2. Wildfire (@wildfireapp) 11%
  3. BuddyMedia (@buddymedia) 8%
  4. Lithium (@LithiumTech) 8%
  5. Cotweet (@cotweet) 8%
  6. Sprinklr (@Sprinklr) 6%
  7. Spredfast (@Spredfast) 6%
  8. Adobe Social (@AdobeSocial) 3%
  9. LiveWorld (@liveworld) 3%
  10. Involver (@involver) 2%
  11. Little Bird (@getlittlebird) 2%
  12. Oracle (@oracle) 1%

8 ) Most Influential European Community Managers
Out of the top 500 Community Managers in Europe, the ones most followed by their peers are:

  1. Camille Jourdain (@camj59)
  2. Christophe Ramel (@Kriisiis)
  3. Cédric DENIAUD (@cdeniaud)
  4. Flavien Chantrel (@moderateur),
  5. Jean-Luc Raymond (@jeanlucr)
  6. Isabelle Mathieu (@isabellemathieu).

9) Rising Stars in Community Manager Space
Globally, the most Emergent CMs this year, defined as new but already followed by a large number of other leaders in the field are:

  1. Hootsuite’s Laura Horak (@laurahoots)
  2. Rolando Cuevas (@cuevas_rolando) of Spain’s Community Next
  3. Mark Schwanke (@AdoptACM) formerly of Motorola Mobility
  4. Fer Rubio Ahumada (@FerRubioAhumada)
  5. Patricia Fernandez (@triciafernan)

10) Most Connected Community Managers
Globally, the CMs who are following the largest number of other top CMs on Twitter are:

  1. Nissim Alkobi (@nis519) at Payoneer
  2. James Baldwin (@TwistedEdge) of the International Game Developers Association
  3. Paulette Bleam (@paulettebleam) of stealth startup Sumazi
  4. Jim Storer (@jimstorer) of Community Roundtable
  5. Robyn Tippins (@duzins) of ReadWriteWeb

Summary: As the broader category of Social Business continues to proliferate around the globe, these day to day business programs will be staffed, run, and managed by Community Managers serving on the front line with customers, employees, and partners.  This key role represents the shift to digital real time communications in the business workplace, and demonstrates the changing role of authentic and human customer interactions.

Credit to data analysis by Julie George of essential skills in data point 1-3.

 

4th Annual Community Manager Appreciation Day: Jan 28, 2013

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Community managers are the most powerful group on the internet, they manage the largest social accounts –but ironically are hidden behind the scenes.

It’s that time of year again, to send a kind note to the Community Managers who have helped your company, or you as a customer using social media channels.  Like System Admin day, or Administrative Professionals day, we take one day a year to thank and appreciate those who are helping us connect to customers in a sometimes thankless job.

While no gifts are required, the purpose is to give a genuine thank to the never ending, often thankless job of supporting customers and balancing internal stakeholders, a tough balance when the whole world is watching.  Whether you’re a community manager at  a tiny startup in India, or the head of community at Adobe (hola Rachel Lux) or community manager at an agency like Edelman representing your clients, now’s your time to shine.

Or, if you’re a community manager, write about why you are doing this role and what drives you to get up every morning to do your job.

Over the years, this even has become a global phenomenon, as people organize in person events, workshops, conferences, cocktails, dinners and publish digital artifacts.  I’ll cross link to all who are planning an event (real world or online) in the hopes or coordinating as a central place.

So please, leave a comment about your upcoming event

Essential Resources

Global and Online
Asia Specific Events
Europe Specific Events
  1. Finland is hosting Community Managers, over 122 registered
  2. Another in Finland in Tampere, in Finnish.
  3. France is hosting general events
North America Specific Events
  1. Atlanta is hosting a physical event
  2. San Francisco will host an event in SOMA area at 6pm, (I’ll be there)
  3. Boston is hosting an event
  4. Chicago is hosting an event
  5. Austin is hosting an event
  6. Atlanta is hosting an event
Community Manager of the year Contest
Oracle (Vitrue) has created three videos of Community Managers, who are the finalists, watch in here, and learn about their position.  They’ll be announcing the winner, on Jan 28th on Facebook.  I’m one of the judges, and have given my feedback.

I’m adding to this list, and sorting the list as the events are added to the CMAD twitter stream and in my comments below.

 

A Worldwide Salute to Community Managers

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It’s the third annual Community Manager Appreciation Day (every fourth Monday of Jan) and I’d like to salute the folks working on the front lines at companies big and small leading the charge.

These folks are critical in the change as companies have moved from the static website to the dynamic human focused social business we’re seeing across every agency.

Charged with the following four key responsibilities: a community advocate, brand evangelist, savvy online communicator, and involved in shaping future products and services they’ve got their hands full. This exciting new role is common at many companies within the social media team, see composition of a social media team, and how community managers fit in.

Yet despite the sexyness of the modern day community manager job, these roles aren’t just “playing on Facebook all day”. They’re plagued with dealing with customer issues after hours (the “burnout”) , and on weekends, learning to manage undesirable community members, and trying to balance the needs of customers and sometimes conservative corporations unwilling to lean towards social.

Despite the upsides, and challenges, there’s a bright future for this role, as they learn to measure based on business goals, tap into the emerging outsourcing service providers, and extend beyond marketing and support to helping define future products based on real-time customer feedback.

A salute to you, Community Managers!

Related Resources

Wrap Up of 2nd Annual Community Manager Day: Voices Around the World #CMAD

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It’s hard to believe that this desire to thank those on the front lines in digital mediums between customers and companies took off so quickly. The first year, it was just a murmur online and now it’s spread on its own to physical events around the world. I had nothing to do with the first group (Boston) leading the first ever physical event, but then quickly suggested that other regions (even my local area SF) to step up.

Blogs, Tweets, Pictures, and Videos of CMAD around the Globe:
Below I’ll curate the interesting voices around the world at the 2nd annual Community Manager Appreciation Day.

Find events and voices

Press

Discussions about the role

Select Tweets:
I’m watching the various streams, and it’s very hard to keep up (data from Alterian found over 2000 tweets), but here are some select tweets.

Pics

Kindly leave a comment below and I’ll aggregate into this post.

What’s success? In year 3 and beyond it just happens on its own, and I don’t have to promote if further, people forget that I spurred it. The real testament if our friends at Hallmark are able to get behind it.

And most importantly, a sincere thanks to those Community Managers are forging the relationships between customers and companies using these new technologies.

Thank you.



Stats how the day unfolded online from Alterian, see blog.



Spiceworks, an online community for the IT community literally rolls out the red carpet for Nic, their CM, more details, and read Nic’s perspective (be sure to read the various comments from all threads).



Want to hear what the job is really like? CA’s Community Managers show how they reach thousands of customers each day,

more info here.

Community Manager Insights from Get Satisfaction


Edelman Celebrates Community Managers with Quotes from the Industry



Boston was the first group to announce the first physical meetup and had over 120 registrants, see pics above, more here from SMC.

The Online Community Manager
From Dion Hinchliffe, at ZDNet about the Community Manager’s many roles

Get in my head! Community Managers from Get Satisfaction
Get Satisfaction has an interesting infographic on this role. Yes, glitter farts.

Happy CMAD from Cisco
Cisco salutes CMs with this graphic, lasso time.


Africa’s first Community Manager’s Day is document on this site, videos embedded above