Some would say, “a community manager is only as good as the tools available to them.” While scheduling, conversation tracking, and analytics platforms certainly make my job easier, they aren’t what make a good community manager great. I was driven to community management with a vested interest in creating genuine people-to-people connections, fostering a sense of belonging, and a deep love for scrolling through my Tumblr dashboard whenever possible.
A great community manager is a member of the community they serve, and isn’t afraid to admit that Internet friends are kind of awesome.
Empathy is immediate, and the nuances of communicating on each social channel are second nature.
Without further ado…
Three Community Management Tools
- Schedule posts in large batches through .csv files.
- Set posts as drafts, and receive an email notification an hour before scheduled if the content is not finalized in time.
- Facebook, Linkedin and Twitter integration.
- Analytics include top tweets, top interactions, and typical success metrics (e.g. engagements, favorites, retweets, shares, likes, followers, fans, etc.).
- Receive daily email updates on queued content.
- When uploading a .csv file to import content, commas, m-dashes and quotation marks are not recognized and must be manually edited in each message.
- When searching top interactions/tweets, the full tweet is not displayed, only a snippet… leading the community manager to have to manually search for the full tweet through other means.
- Create feeds using Boolean Operator terms.
- Can exclude based on language, engagement volume, and specific user profiles.
- Reply to tweets quickly and easily within the feeds.
- Schedule tweets.
- I wish there were a way to freeze the feeds so that a highly active feed isn’t updating every second, which makes it very difficult to read specific tweets for engagement.
- Cannot specify feeds to include only tweets from users with x amount of followers. This would help when trying to find influencers in a specific topic/hashtag/search term, etc.
- Post scheduling tool.
- Clean/Easy-to-understand analytics.
- Can set posts to require approval from a manager prior to posting.
- Webinars hosted monthly to understand the functions better… great for getting a new community manager up to speed without having to micro-manage.
- Respond to engagements within the dashboard.
- See the interaction history with a specific user.
- While the analytics look nice, they lack substance. They take high-level statistics, and don’t dig into specific details such as where fans are generated from, paid media conversation rates, etc.
- Can download pre-packaged analytics reports, but they are very generic looking. Sprout advertises the ability to “brand” them as your client or agency—which, in practice, amounts to adding a logo in the header of the page. I would rather download a .csv file and generate my own report with appropriate statistics/insights.