What Is The Role Of A Social Media Manager – If you’re reading this, you already know that managing social media for business is a team sport. But what’s the best way to organize and manage a social media team?

No one player can win the game for you, but as a team you can win with your fans on social media. It’s important to plan your social media playbook just as you would any other important business process.

What Is The Role Of A Social Media Manager

How can you make sure your team is building the right capabilities? The strength of your social media team relies on:

Role Of Social Media Marketing In Business

Knowing who’s doing what will keep your social media team from tripping over each other, wasting effort with multiple people responding to the same posts, or worse, dropping the ball altogether. You’ll also improve the quality of your engagement with fans and ensure the best, most consistent responses.

To understand who is doing what, you must first know what “what” is. Did you twist your tongue?

·         How will different team members “pass the ball” back and forth to ensure the goal is achieved?

Tip: Having a social media strategy will make your “what” crystal clear. The foundation of a healthy strategy is aligning your social media goals with high-level business goals that relate to improving each step of your funnel, with a focus on the stages of your funnel that need the most boost.

Role Of The Social Media Manager > Dinfos Pavilion > Article

So it helps to make sure your social media goals are tied to your business goals. If you can’t make a connection between your social media activities and business goals, you need to ask yourself if the activities are necessary.

Consider where your social media goals fit into your sales funnel, if you have such a concept. Depending on the type of business you’re in, social media can play an important role at every stage of your sales funnel. But social media can also be more important at one or two stages, such as awareness and engagement.

If you don’t have a sales funnel, or if it’s not relevant, just think about what key steps your audience will go through to reach the end goal. Is this a registration, visit, online response? What stages will your audience go through to get there? And what key “plays” will your team need to make to move your audience toward the goal?

Now that you know which killer plays your team will use to sweep the competition, it’s time to name your MVPs (i.e. your team’s social media players).

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The distribution of roles and responsibilities on the social media team depends on the unique skills and talents of your team.

Here’s an example of a few types of roles you’ll need to fill on your social media team. Keep in mind that you may have people on your team who cover more than one role each. You don’t necessarily need a different person for each role.

The key roles here are Community Manager, Content Creator, Subject Matter Expert (SME), Campaign Manager and Social Strategy Manager. Remember that one person can play more than one role in a smaller team.

Unless your business is a sole trader, you will probably have different people for SMEs. For example, you will need to identify product, accounting, fulfillment, customer service and marketing expertise.

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To determine which SMBs you need to identify, it’s helpful to review your social media and customer interactions over the past few weeks or months. Explore comments, complaints, questions, surveys, returns, phone calls and emails so you can predict what you might see on social media. You will begin to realize all the possible SMEs that you will need.

Although this list seems simple, there are quite a few tasks that go into doing the job. And these tasks often need to be grouped by different members of your team.

Check out these sample social media workflows for each process. Here is an example of a graphical workflow for publishing content.

And here’s one to observe and engage. In many cases, the Community Manager may not be able to answer a question or respond to an inquiry or complaint. So it helps to know the workflow for reaching the right person for different types of situations.

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For example, you might have different subject matter experts for product questions, shipping complaints, pricing, and job vacancies. It is important that your community manager knows who to contact for each type of case.

Because social media is a team sport, there is a lot of bouncing the ball back and forth during the game.

It is important that all players keep their eyes open for opportunities to carry the ball further towards goal.

In addition to establishing clear roles and workflows, it’s also good practice to outline how your team will communicate during each handover. For example, will it be via email, chat, sharing social occasions, etc. It will vary by “game”.

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We’ve included sample “gaps” in the graphs shown in the section above, but here’s a slightly more detailed play-by-play for a common scenario: monitoring and responding to social media posts.

Who will monitor each social network? And what will they be looking for? How will they communicate with others if posts need responses?

The communication process can be as simple as a screenshot of the post emailed to the relevant SME. But how will you track if the response has been sent?

Often some sort of track and trace process is required. Be sure to discuss these issues with your team so nothing falls through the cracks.

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Having a social media management platform that is designed to support team collaboration can make your life easier and improve the quality of your responses.

Here’s an example of monitoring conversations and assigning a post to a team member for follow-up.

Sam receives an email notifying her that a case has been assigned and tracks the response and how long it took to respond.

Whether you handle response and communication manually or use a tool, make sure your team doesn’t trip over each other or drop the ball on important plays.

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In sports, every player is responsible for their stats. How else would there be so many firsts, bests, bests and onlys in sports history?

You can set each member’s goals based on how their activities contribute to the game plan. Each member may have different metrics depending on which games they play.

Community managers are often responsible for overall post activity levels and response times, while content creators will look at engagement numbers.

For team members involved in creating and publishing content on social media, the bottom line is around engagement and actions taken by your fans. These include clicks on links in posts, comments, replies, likes and retweets. A typical analysis of a high level of activity for a given time period and social profile looks like this:

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It’s also helpful to review which individual posts are getting the best engagement to see if this provides any clues as to what works best, as below.

Marketing executives and content strategists need to take a more strategic view of results. Comparing the series of posts for marketing campaigns or by post category will help determine if the strategy is paying off.

In the example below, engagement for educational posts is 38% of total engagement, while it is 28% of total posts. So educational posts obviously get more engagement than other posts like promotional posts.

For community managers, customer service, and SMBs who respond to comments and inquiries, it’s important to track response times and open/close rates for social cases like below.

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Measuring results in multiple ways and dimensions is important to effectively managing a social media team. It’s important to have metrics for internal and external activity, overall social network engagement, campaign results, and tracking for different content categories.

Managing a social media team doesn’t have to be complicated or a burden, but it does make sense to take an organized, structured approach. This will ensure that your activities are linked to common goals. And ensure timely, consistent and quality social media engagement.

Is a software platform that makes it easy to manage your social media marketing activities and collaborate as a team.

Glenn Kosaka is the CEO and founder of . He is the driving force behind the company’s mission to help businesses grow through social media. Many businesses have now realized that using social media can improve their brand recognition and influence the decision-making of their digital audience.

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Some business owners may not be knowledgeable about the importance of social media to their online presence. They may not have a well-defined social media strategy or an expert to manage their accounts, hindering their ability to engage with potential customers and influence the decision-making process.

Do your ideal customers use social media? If so, which social network do they prefer? How do they use these networks? How often do they visit these sites? Do they include social media in their decision-making process?

A social media manager or community manager can provide your organization with important information about your online community and how you use social media. This includes identifying which

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