Community Managers Evolve in the Collaborative Economy #CMAD

Today marks the 5th Annual Community Manager Appreciation Day, or #CMAD for short. I’m thankful to the community for rallying behind this day when I initiated it in 2010. I had seen that some of our hardest working business folks were struggling to manage the onslaught of communications, maintain the balance of internal and external stakeholders, and deal with the emotional toll of responding to customers days, nights and weekends. This year’s event is being spearheaded by Tim McDonald one of the community leads at the Huffington Post. He’s not alone. There are thousands of community professionals rallying behind the cause, and top social business software and services companies who’ve created content in recognition of it. Tim also created a website, Community Manager Appreciation Day, dedicated … Continue readingCommunity Managers Evolve in the Collaborative Economy #CMAD

Wrapup: Community Manager Day 2013, Trended

In 2013, Community Managers are trending, both online, and their impact to their organizations and the customers, who they serve. Community Managers are the most powerful group online As professional online communicators, Community Managers are the most powerful group for 5 reasons: 1) Professionally trained 2) Access to top tools 3) Manage the largest social media accounts in world 4) Highly connected to each other, and 5) Their interactions with market are public, which resonate.  I’m pleased to report that yesterday, on Jan 28th the Community Manager Appreciation tag (#CMAD) became a Twitter trending topic in at least Finland, France, and United States for over five hours. Recognition of the Community Manager Role, Globally Known Each year, Community Manager appreciation … Continue readingWrapup: Community Manager Day 2013, Trended

10 Key Stats of the Community Manager Space #CMAD

Update: Here’s a Wrapup of #CMAD 2013, which Trended. Today is Community Manager Appreciation Day, in celebration of saluting this important role changing the face of corporations and customers everywhere, I wanted to share original data and insights on the state of the space.  Community Manager Day (#CMAD) is hosted globally every fourth Monday in Jan, I’ll do a wrap up post and cross-link for this fourth year.  Why do Community Managers get their own day?  Essentially, they serve customers every other day, so they should get a day of thanks to highlight how they’re changing the face of business, customer care, and our industry.  Here’s key stats on the essential skills, requirements of community managers, as well who they … Continue reading10 Key Stats of the Community Manager Space #CMAD

4th Annual Community Manager Appreciation Day: Jan 28, 2013

Community managers are the most powerful group on the internet, they manage the largest social accounts –but ironically are hidden behind the scenes. It’s that time of year again, to send a kind note to the Community Managers who have helped your company, or you as a customer using social media channels.  Like System Admin day, or Administrative Professionals day, we take one day a year to thank and appreciate those who are helping us connect to customers in a sometimes thankless job. While no gifts are required, the purpose is to give a genuine thank to the never ending, often thankless job of supporting customers and balancing internal stakeholders, a tough balance when the whole world is watching.  Whether … Continue reading4th Annual Community Manager Appreciation Day: Jan 28, 2013

A Worldwide Salute to Community Managers

It’s the third annual Community Manager Appreciation Day (every fourth Monday of Jan) and I’d like to salute the folks working on the front lines at companies big and small leading the charge. These folks are critical in the change as companies have moved from the static website to the dynamic human focused social business we’re seeing across every agency. Charged with the following four key responsibilities: a community advocate, brand evangelist, savvy online communicator, and involved in shaping future products and services they’ve got their hands full. This exciting new role is common at many companies within the social media team, see composition of a social media team, and how community managers fit in. Yet despite the sexyness of … Continue readingA Worldwide Salute to Community Managers

Wrap Up of 2nd Annual Community Manager Day: Voices Around the World #CMAD

It’s hard to believe that this desire to thank those on the front lines in digital mediums between customers and companies took off so quickly. The first year, it was just a murmur online and now it’s spread on its own to physical events around the world. I had nothing to do with the first group (Boston) leading the first ever physical event, but then quickly suggested that other regions (even my local area SF) to step up. Blogs, Tweets, Pictures, and Videos of CMAD around the Globe: Below I’ll curate the interesting voices around the world at the 2nd annual Community Manager Appreciation Day. Find events and voices First of all, see all the regions around the globe and … Continue readingWrap Up of 2nd Annual Community Manager Day: Voices Around the World #CMAD

Second Annual Community Manager Appreciation Day: Jan 24th, 2011 (#CMAD)

Last year was the first time we’ve recognized the folks on the front lines connecting with customers in a human way using online tools. It’s that time again this year, that on the fourth Monday of every January we recognize community managers. You can read about the first time we did this in 2010, thanking all those who are trying to make customer experiences online more human. Interestingly, one CEO of a social media vendor teased me for starting this off last year, gently ribbing me “wow I have so many community managers, do I have to all give them raises?”, I replied, “It’s about appreciation, as we know they internally have to harbor a lot of emotional customers, endless … Continue readingSecond Annual Community Manager Appreciation Day: Jan 24th, 2011 (#CMAD)

Community Manager Appreciation Day #CMAD (Every 4th Monday of Jan)

Every fourth Monday of January, let’s take the time to pause, recognize, and celebrate the efforts community managers around the world to improve customer experiences. Passionate About Customers The title matters not, whether it’s online customer advocate, online customer support, company evangelist, disgruntled customer handler. Instead, focus on what they do: A customer advocate willing to help regardless of where they are online. Learn more by reading the Four Tenants of Community Managers. Yet, Community Managers Don’t Have it Easy Yet despite their admirable intentions, we know they face several uphill challenges: Many challenges are internal: Most companies want to hide customer issues, and shuffle them into existing support systems. Additionally, measuring ROI in new media when a company wants … Continue readingCommunity Manager Appreciation Day #CMAD (Every 4th Monday of Jan)