Gaurav Pandey

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SXSW: The Community Manager Manifesto

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Excerpted from the article:

Community Manager Manifesto


Group Theme: Curating content from your community
-We create a continual experience loop where internal and external stakeholders are living in a collaborative environment that empowers and amplifies their voices.
-We are committed to educating communities on defined standards and criteria for curation, giving them the confidence to contribute.


Group Theme: Measuring the health of the community
Once a CM has defined the purpose of their community and understands who their audience is, they need to measure the health of this community by addressing:
-engagement levels
Measuring the health of a community will depend on the platform used.


Group Theme: Developing strategic action plans for the community
-We should be empowered with access to the information and data that we need to drive product development and change.
-We must participate in business strategy development & decision-making, providing community-voice insights to augment and validate strategy.
-We must be involved in any high – level discussions that affect any area of the business through advocates/brand ambassadors within.
-We represent and report on the voice of the customer, which must be respected and recognized as actionable data to drive business and/or product change.


Group Theme: Trusting the Community Team
-We must publish clear and accessible process, protocol and service level agreement (SLA). And we must actively educate our colleagues about the above.
-We must facilitate an ongoing feedback cycle to support all steps of development to earn trust.


Group Theme: Measurement of Community Manager as a Profession

-Education: We will become the educators to our organizations about insights/opportunities provided by the community and our value to empower employees to contribute to scalable social enterprise
-Relationships: We will become the identifiers and builders of critical relationships with advocates and influencers for the benefit of the brand and community growth


Group Theme: Connecting Community Members and giving them voice and a sense of belonging and ownership of the community. 
We will create a space where community members are encouraged and empowered to participate. Community must be given a say into the space and tools from the get-go.   
-We will seek to recognize, curate, and elevate good community-sourced content. 
-We will seek to understand the needs and purpose of the community members and how to best communicate with them. We will be adaptable to this aim. 
-We will give our community members a sense of purpose and reason to connect; thereby giving them a sense of belonging.

Group Theme: Developing a Voice in a 24/7/365 News Cycle

-Community managers should a part of creating and nurturing the voice of the company 
-Empowered with enough info to represent their company autonomously 
-All content contributors must understand their communities needs and expectations 
-Community manager must inform the organization what we are learning from our community. 


Group Theme: For Customer Service and Product Feedback Declarative Statements: 
-We must resound in a swift, all-inclusive and complete manner from start to finish. 
-We must strive to make community members feel heard, valued and influential. 
-We must meet community expectations at a minimum, and exceed them whenever possible.

Group Theme:  Internal collaboration
-Identify and work with key stakeholders to define community purpose and development of shared best practices and over arching guidelines.
-Work with key stakeholders to Determine and implement related tools and technologies to maximize efficiencies and effectiveness.
-Curate communications, understand key discussions, advocate insights/conversations back to key stakeholders

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