The Community Roundtable

Empowering global community leaders with research-backed resources, training, and tools.

  • About Us
    • Our Values
    • Our Team
    • Our Clients
      • Client Success Stories
    • Community Leadership Awards
      • Community Leadership Awards 2024
      • Community Leadership Awards 2023
      • Community Leadership Awards 2022
      • Community Leadership Awards 2021
  • Services
    • Benchmarking and Audits
      • Community Performance Benchmark
      • Community Readiness Audits
      • Community ROI Calculator
      • The Community Score
    • Models and Frameworks
      • Community Maturity Model™
      • Community Engagement Framework™
      • Community Skills Framework™
      • Community Technology Framework™
      • The Social Executive
  • Research
    • The State of Community Management
      • SOCM 2024
      • SOCM 2023
      • SOCM 2022
      • SOCM 2021
      • SOCM 2020
    • Community Careers and Compensation
    • The Community Manager Handbook
      • 2022 Edition
      • 2015 Edition
    • The Social Executive
    • Special Reports
    • Case Studies
  • Events
    • Connect
      • Connect 2024
      • Connect 2023
      • Connect 2022
    • Community Technology Summit
    • Professional Development
    • Resource Bundles
    • Upcoming Events
    • Community Manager Appreciation Day
      • Community Manager Appreciation Day 2025
      • Community Manager Appreciation Day 2024
  • I’m looking for…
    • Community Engagement Resources
    • Executive Support Resources
    • Community Reporting Resources
    • Platform and Technology Resources
    • Community Strategy Resources
    • Community Programming Resources
    • Community Career Resources
    • Something Else
      • Vendor Resource Center
      • Community FAQs
      • Community Management Podcasts
        • Community Conversations
        • Lessons From The NEW Community Manager Handbook
      • Community 101
        • Community Management Glossary
        • Community Management FAQs
      • Case Studies
      • Community Webinars
  • Community
    • The Network
      • Member Login
      • Join The Network
      • Roundtable Call Library
    • The Library
      • Subscriber Login
      • Subscribe to The Library
  • Blog

Community Management: More Than One Role, a Discipline

January 27, 2012 By Leanne Chase

The Community Roundtable aims to advance the business of community.  I’m going to say that again…we advance the business of community.  I wanted to repeat it because I think it’s an important distinction as the way we look at community management.  As Jim Storer has said, everyone is a community manager – meaning everyone has constituents they can and want to build and cultivate better relationships with for mutual benefit.  But not everyone has the title of Community Manager.

In our own company for example. My role is that of marketing.  I am not a community manager.  Or am I?  If you look at it purely from this SocialFresh graphic it sure looks like I am.  But I believe this data best represents those from the marketing function that fill a Community Manager role.  And while community management is part of my role it is not my sole role nor is it my title. That is Hillary Boucher’s defined role and by all accounts from our TheCR Network community members, she does it well.  Then there are Jim Storer and Rachel Happe.  Neither of them are in the role of community manager and yet they are undoubtedly part of our greater community management activities and strategy each and every day.

Here’s my attempt to detail the difference

Practicing the discipline of community management means:

  • Bringing multiple constituencies together
  • Developing & cultivating relationships with those constituencies
  • Ensuring value for community members and the organization
  • Overseeing operations of the community
  • Being the cheerleader internally for support and awareness for the community

Along with supporting the above, practicing the role of Community Manager means:

  • Executing community customer service – responding to requests, questions, complaints regularly via social media and directly through community tools
  • Being the chief of engagement – ensuring members are comfortable in sharing, making sure members are participating, and checking in with those you haven’t heard from in a while
  • Onboarding new members – making sure members understand how the community works, getting them comfortable,  and showing them how to use it for their interests
  • Curating or writing content for the community
  • Monitoring and mediating the discussion

We believe that community management is emerging as a philosophy and way of thinking about a functional discipline, as well as being a discrete role. A community-minded leader values transparency, engages with various constituencies, solicits feedback, promotes inclusion, and supports and shares other people’s ideas. That person may be a community manager.  Or they may have a very different title…say CEO, mailman, store manager, human resources, CMO, customer service representative, and increasingly  this discipline is being managed by teams whose members have a variety of specialties and who work across enterprises to coordinate social business activities.

Who do you know who is practicing the discipline of community management that may not have the title of Community Manager?

 

————————————————————————————————————-

The Community Roundtable  is committed to advancing the business of community and being a valued resource to community management and social media professionals through our  monthly subscription report,  membership based peer network,  community management training program and customizable advisory services for corporations and individuals.

 

 

 

About Leanne Chase

comments powered by Disqus
Community best practices

Resources for the people who build online communities.

ABOUT US
Our Values
Our Team
Our Clients
Careers

RESOURCES
Vendor Resource Center
Podcasts 
Community 101
Case Studies
Webinars

PRODUCTS AND SERVICES
Benchmarking and Audits
Models and Frameworks
Research
Professional Development

QUICK LINKS
Blog
Newsletter
About The Network
About The Library
About The Academy

LOGIN
The Network
The Library
The Academy

Contact
Support
Partnership
Inquiries
Subscribe to
Our Newsletter