The roles that are described here are an example of a team structure for a large and mature community and can be expanded on, depending on the specific needs of the company.
Generally we would expect large Community teams to be structured using the following roles:
For starter or smaller communities you clearly do not need this type of hierarchy in your team (of one), so we will cover a ‘stand alone’ Community Manager role description as a separate article.
The first two roles have a strategic focus and are the business interface between the community and the company. The Community Manager and Community Coordinator roles have a more detailed view of their workload.
Please click on each of the links above to view the different Community Manager Job descriptions.
Community Coordinator – Job Description
The front-line troops in the running of the Community. Vitally important in forming a strong bond between the Community membership and the business.
Responsible for carrying out the tasks assigned by the Community manager. Has day-to-day contact with Community members ensuring the Community is running well, providing support and encouragement. They’re also responsible for dealing with Abuse Reports and maintaining communication with members during any Community and/or service issues.
- Community Manager
Responsible for / involved in:
- Carrying out tasks assigned by the Community Manager such as the ‘Welcome’ process, messaging newly joined members, searching for service issues and dealing with critical issues.
- Handling member-generated Abuse Reports. Liaising with the Community Manager on any resulting Policy Enforcement issues such as suspending a member.
- Developing relationships with members to move them up the Ladder of Engagement.
- Looking for and maintaining a relationship with Highly Engaged Members
- Reviewing posts and searching out member skill-sets and recording them in a ‘Members Skills’ document.
- Talking with other Community Coordinators to confer on issues, share good practice, and seek advice or knowledge about specific members.
- Actively seek potential project ideas, find possible contributors amongst Community members, propose projects to Community Manager
Below is a breakdown of work carried out by a Community Coordinator (usually operating in a team of Community Coordinators).
- Project work (data gathering outside of actual project work)
- Forum monitoring – sentiment, issue specific, business requests
- Superuser engagement
- Positive reinforcement
- Issue management
- Project work
Moderation and Community Tasks:
- Abuse reports
- Daily tasks
- Polls, Off-topic content, etc.
- Escalating and mediating extreme, technical or account based forum queries
- Service issue management
Meetings, Admin and Training:
- Meetings (Company and Team)
- Meetings (Project)
- Documentation and user data creation, admin and maintenance
Projects: (all involve work with community)
- Community Behaviour and Analysis
- Ideas & Knowledge Base Management
- Blogging and Content (internal and community)
- Community Creative Content and Projects (community only)
So, this will hopefully help you map out your own criteria for what you need in a Community Coordinator. But if you want to chat a little more about this role, feel free to leave a comment below.
For more info on what we do at Standing on Giants, send an email to email@example.com and we’ll get back to you :).
ABOUT THE AUTHOR
With a background building communities at Sony PlayStation, I specialise in creating and running branded online communities that bring a touch of magic to the interaction between customer and brand. The result works both ways, with happier customers that feel honestly treated, and more insightful companies that waste less time and money on stuff no one wants.