Recently my good friend, web strategist and community marketer, Jeremiah Owyang, had an insightful post on how to understand community manager role better. Jeremiah should know, given his experience at defining the role at his previous stints.
Since moving into my new role as Community Evangelist at LinkedIn, I thought I should take a stab at distilling Jeremiah’s seven rules, with some inspiration from Hugh Macleod’s post on the Porous Membrane, where Hugh talks about why corporate blogging works.
So, here’s my take on the three components of marketing communications or marketing conversations:
1. The Community/Customer (B)
Hugh calls B the customers. I’d like to take it one step further and see them as the community, especially since we’re talking about a product/service that is “common, public, shared by all or many”. Now, there are some products that may not have as active a community (Enterprise Servers, anyone?), as the consumer-oriented ones (iPods).
Irrespective of that, the community manager will firstly have to be a customer evangelist thereby being able to identify with the community and its needs.
2. The Membrane (x)
6. So each market from a corporate point of view has an internal and external conversation. What separates the two is a membrane, otherwise known as “x”.
7. Every company’s membrane is different, and controlled by a host of different technical and cultural factors.
I’d like to think of the Community Evangelist as the one who connects the two entities A & B. They are the individuals entrusted with the task of pushing that membrane, aligning A and B and aiming for marketing Nirvana. And did I mention, they also help humanify the company.
3. The Troops (A)
This is the seemingly less important but critical component whose participation in the conversation is imperative. This would include your product, engineering, and customer support teams as Jeremiah elucidates. The more aligned the two groups, A and B are, the easier it’d be for the evangelist to start & keep a smart conversation going.
And, it’s not always an easy task as evidenced by recent missteps, even from Fortune 500 companies.
Do you’ve an example of a community manager role at your company to share?