Community Manager – New Name for Customer Service?

I realize that this is the third post in a row regarding social media.  However, at a company that is focused on creating a community from our buyers and sellers this is an aspect of the business that we cannot ignore.

As a frequent poster on this blog, Mkw003, commented this morning, “As our communication means change, so must our values keep pace with technology. We may need to evolve the old adage ‘work hard play hard’ to ‘work hard, play smart’ in order to maintain a balance in life”.  I completely agree and would additionally add the word ‘work’ to the phrase ‘maintain a balance in life’.

It seems Mkw003 and I am not alone in this thought as today on Mashable Hilton Barbour, Director of Strategy for Organic, Inc., wrote,

“With social media channels such as Twitter and Facebook giving consumers the power to directly impact a brand’s performance, businesses are hiring a new member of the marketing team to not only monitor these channels, but also interact with consumers. Commonly referred to as the “Community Manager,” these brand ambassadors are a company’s direct link to its customers, owning the critical responsibility to grow, shape and respond to online conversations happening around that brand”.

As companies begin to fully integrate social media into their day-to-day, the usefulness of the medium begins to take multiple forms.  While marketing continues to be the main focus, social media has also begun to integrate with customer service.  The forum like structure of a Facebook Fan Page and instant response capabilities of Twitter have increased the need for the community manager.

Would you leave a comment on a Facebook page in order to get service/answer from a company? While your thinking Facebook, check out Facebook.com/Pricefalls and let me know what you think of our page!

Until next time buyers, sellers and friends!

Sincerely,

Josh Weaver, the LVD

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About Josh Weaver

Joshua Weaver was born and raised in Plymouth, Michigan and attended Western Michigan University. He received his Bachelors of Arts, majoring in Public Relations with a minor in Political Science, in May of 2010. After working as a public speaker and advisor he then accepting a consulting position at Pricefalls.com, a Dutch Auction website based out of Las Vegas, NV. Upon completing two months of consulting he was offered a job as Director of Public Relations and accepted. He now spends the majority of his time researching trends and executing social media tactics to draw traffic to the site.
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4 Responses to Community Manager – New Name for Customer Service?

  1. Mkw003 says:

    Nice! I like the term community manager but think electronic should be added to tihe title..

    • Josh Weaver says:

      Why do you think electronic should be added? I understand that these ‘community managers’ work with social media, but I feel their job would also have them interact with individuals personally on occasion don’t you?

  2. Mkw003 says:

    “Community manager” doesn’t convey the context or schema of the position.

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