Interested in a simple Skills Scan and Learning Progress Tracker tool for the Digital community manager standard?
Knowledge
K1: Company brand, goals and commercial objectives in order to communicate effectively and appropriately with the wider community.
K2: Expert level of familiarity with their product and brand in order to promptly address concerns and enquiries that are often complex and non-routine.
K3: Social media platforms and their customer profiles, understanding that each platform caters for a different demographic of customer and that modifying communication to suit each platform can maximise the impact of the message.
K4: Key competitors, wider trends and ‘hot topics’ in the relevant industry outside of own brand.
K5: Internet forum software and content management systems.
K6: Principles of data analytics and how to report findings.
K7: Platform holder policies and best practice guidelines.
K8: Company policy and standards.
K9: Conflict management techniques and theories.
K10: Demographics and how this impacts on online behaviour and communication
K11: Neuro linguistic programming theory and practice
K12: Understanding of best practice of community management in the relevant industry.
K13: Working safely online and understanding that interactions with the online community are on the behalf of the organisation and not personal
K14: Theory and practice of digital marketing, its role in overall communication strategy and how best to communicate a brand or product value
K15: Cyber security, how to spot potential threats and protect data and systems as per company guidelines and current data protection regulations
K16: Online security procedures as per company guidelines
K17: Basic understanding of how to identify and deal with any malicious or criminal activity as per company and legal guidelines
Skills
S1: Actively moderate community forums, steering and encouraging debate and conversation in line with overall communication strategy and business objectives.
S2: Communicate clearly, in writing, adapting the message in order to address the particular audience appropriately.
S3: Work autonomously as online interaction and communication is fast moving and response to the community often needs to be delivered promptly.
S4: Create and contribute to creation of assets for publication online including written, visual, audio or video to engage community.
S5: Listen, assess, engage and react appropriately to an online situation or requests from the online community.
S6: Use custom and internal forum software and Content Management System to manage and schedule posts and content delivery.
S7: Craft the tone of communications to appeal to the different audiences on different digital platforms, in keeping with company brand and message.
S8: Ability to deliver the organisations message and goals to the community in a manner appropriate to the community and forum
S9: Analyse, interpret and evaluate the information and ideas that are raised by the online community.
S10: Deliver what the community may regard as unwelcome information about a product, such as a game release, in a positive manner, protecting brand reputation
S11: Deliver effective written communication when messaging the online community via forums and online media channels.
S12: Use data analytics created by software packages and community tools dashboards to create reports for internal use
S13: Identify and moderate users who violate the forum or company policy, intervening to change behaviour or issuing warnings, suspensions and bans as appropriate.
S14: Ability to manage conflict positively.
S15: Analyse and evaluate the information created by data analytics to review the effectives of their actions
Behaviours
B1: Proactively stimulate and drive customer interaction with their brand.
B2: Attention to detail and a high level of accuracy.
B3: Self-motivated and comfortable working autonomously with good self judgement in a fast paced, challenging environment.
B4: Interest in current trends and innovations in the relevant industry
B5: Reliable with a high degree of professionalism
B6: Maintain a positive and friendly manner.
Duty 1
DUTY: Engage support and enable the community by responding to call to actions and contributing to conversation and debate.
K1
S1
B1
Duty 2
DUTY: Deliver a high level of written communication when messaging the online community via forums and online media channels.
K3
S2
B2
Duty 3
DUTY: Review forums and community sites to identify a threat or opportunity for brand or product, assess and act swiftly, using their knowledge of the product and the overall communication strategy. Analyse and prioritise information and data analytics acquired through such reviews to create reports for internal use and escalate appropriately within the organisation.
K2
K4
K6
S3
S12
B3
Duty 4
DUTY: Take an active role in their communities, participating and leading forum discussions and engaging interest through creating or contributing to assets, offering support and answering questions.
K2
K4
S4
S5
B5
Duty 5
DUTY: Use custom or internal forum software and content management systems to manage and schedule posts and delivery of assets as per a communication strategy plan or schedule.
K5
S6
B2
Duty 6
DUTY: Deliver the communication strategy effectively by adapting the tone and voice to suit the particular audience of the different online media channels and stay within the platform holder’s policies and guidelines.
K3
K7
K10
K11
S7
B2
Duty 7
DUTY: React and respond appropriately to a wide range of topics pertinent to an organisation's product or brand and the wider industry community. These can form part of an overall communication strategy but will routinely be reacting to an unforeseen issue or subject raised by the community.
K2
K4
S5
S8
S9
B3
Duty 8
DUTY: Actively moderate forums i.e. overseeing communications between members, making decisions regarding appropriate content and guiding the direction of conversation.
K1
K2
K4
S10
S11
B3
Duty 9
DUTY: Review the effectiveness of their actions online in order to report and inform an organisation's or their own future behaviour.
K6
K12
S12
S15
B2
Duty 10
DUTY: Manage inappropriate comments positively and escalate or enforce conduct standards for inappropriate conduct as necessary.
K7
K8
K9
K15
K17
S13
S14
B5
B6
Duty 11
DUTY: Implement communication strategies to support business and communication objectives whilst delivering both positive and unwelcome information to the community.
K1
K13
K16
S8
S14
B5
B6
Duty 12
DUTY: Drive brand loyalty and a positive experience for the community.
