Community managers are often responsible for engaging current and prospective customers via social media channels, writing content, chatting up customers and building a strong community around our brand. Basically, whatever we need to do to ensure maximum ROI for our client.
However, it’s not a job for the faint of heart. False accusations, hurtful slander and sometimes name calling can all be part of the daily routine while encouraging everyone to play nice. It’s a dog–eat-dog world out there in the wide online yonder, and according to my mom, there is no Santa Claus. It’s time to revisit the lessons you learnt back in the school yard and develop a tough skin if you want to a successful career as a community manager.
Here’s what my day entails:
6:30 – 7:15 a.m. – Hit the snooze button three times. Jump out of bed in a panic. I’m already late and haven’t even showered.
7:45 a.m. – Log online to make sure no one has creeped, spammed, polluted or hacked the Facebook page while I caught some ZZZ’s.
8:15 a.m. – Grab the first, of many, coffees at my local shop while half dreaming about the day I run away with the cute barista behind the counter who doesn’t even know my name.
9:00 a.m. – Arrive at the office, log-in to Facebook to make sure everything is in order and no one is bullying.
9:30 a.m. – Scour through my Cision, Google and FP Informart alerts for any news relating to our client. Stocks down… Next! Rob Ford…Next! (Insert Client’s Name here) is mentioned in the Toronto Star…Bingo! Send an update to the team and any recommendations on how we can turn water into wine to make this future content for social media.
11:15 a.m. – Check to make sure we have the content ready for today’s post at noon.
11:30 a.m. – Oh gawd! Why is the link not working….It was working yesterday… It was working when we sent it for client approval….It worked when my manager signed off on it…
11:45 a.m. – Call my mom to tell her I think I’m going to be fired. Cancel my dentist appointment for tomorrow, as I no longer will have health benefits.
11:57 a.m. – The site is back up! The post is ready to go. All’s well with the world.
12:15 p.m. – Reschedule my dentist appointment.
1:15 p.m. – Answer a customer question about what product colour best suits their home.
1:17 p.m. – Advise a customer that our client does not intentionally “make faulty products as a personal attack on Western Capitalism.”
2:00 p.m. – Apologize to a customer who commented about having trouble with their product. Pass the information to customer service.
2:30 p.m. – Time for lunch!
2:40 p.m. – Run back to the office as a Western Capitalism commenter has flooded the Facebook wall with a tirade of lewd comments. Spend the next hour capturing each message to save on file, while hiding them from the Facebook wall.
3:30 p.m. – Send a report to my manager so that they can advise the client of the situation.
4:20 p.m. – Inhale my sandwich while daydreaming about hot barista boy.
4:55 p.m. – Like a few comments on the Facebook wall.
5:00 p.m. – Ensure all images and links are up and running for tomorrow’s post.
5:35 p.m. – Break up an online fight between two commenters. Some people just don’t know how to play nice.
6:45 p.m. – Get home from work. Log online. Wow 12 shares and 47 likes on today’s post! I love my job.
9:13 p.m. – Log off for the evening. Say a little prayer that a crisis doesn’t happen while I’m sleeping. Reassure myself it won’t, no one really posts past 7 p.m. anyway. What time is it in Vancouver?
11:30 p.m. – Bed! Thank my lucky stars I have an amazing job.
11:45 p.m. – Hatch a plan to ask “barista boy” out tomorrow morning.
Simone Gervais is an assistant consultant in our Toronto office