Many people assume that the best community and/or social media managers are extroverts. I believe the best community managers are actually introverts.
You see, extroverts can be your classic outgoing types that love to talk (especially about themselves). This me-me-me attitude doesn’t work so well when managing online social channels.
The best community managers tend to have these four traits in common, which I believe come more naturally to introverts:
They’re great listeners.
Listening may be the most important skill that any community manager needs to master. There is so much noise on social media that you must identify and filter the social cues to know the best way to respond.
They show empathy.
One of the hardest aspects as a community manager is to deal with an irate customer or community member who is screaming about your brand. It’s easy to take that stuff as a personal attack. The best thing to do is empathize with the person, knowing they are mad about the situation and not at a particular person. This is a crucial part of quelling a tense situation online.
You cannot manage what you cannot measure. You might be the greatest people person and listener, but if you don’t know how to report your results to your superiors, you aren’t going to get very far.
They’re great writers.
Whether it’s crafting 140-character tweets, community emails, or blog posts, being a solid writer is a must. You don’t necessarily have to be the next Pulitzer Prize-winning author. However, having good grammar and spelling skills is a must.
What skills do you think are necessary for community managers?