Some of the links contained within this post may be affiliate links, meaning, at no additional cost to you, I will earn a commission if you click through and make a purchase. We only recommend or review products we feel great about, and work hard to help you make an informed decision.
Your teenage cousin always has some kind of device in his hands, talks in what seems to be a foreign language, and always has something to say about the newest social media craze. Since he seems to really know his stuff, you’re thinking of hiring him to manage your social media accounts for your business. Seems like a good idea at first thought. Right?
You may want to think again… There are many skills that go into being a social media manager, and representing companies that go beyond just knowing how to make a Facebook update, or how to use an iPhone. Your little cousin probably seems to know more about the internet than most adults around you, but consider these 10 traits of a good social media manager before making a crucial decision that could affect your brand.
10 Traits Of A Good Social Media Manager
1. Understand and know marketing techniques new and old Content marketing is a huge element of any social media marketing campaign, and as such, requires some basic fundamental knowledge of marketing techniques both past and present. Someone who can simply post updates to Facebook does not necessarily have the understanding of how or why those posts resinate with customers. It is also fundamentally important that a good social media manager understands direct mail marketing and digital marketing. They all have their place, and you need to know when each is appropriate.
2. Writing skills are a must Not everyone is a writer, but a good social media manager knows how to write as if they were talking to people. You have to keep people informed and engaged, and you can’t do this if you don’t have an understanding of writing quality content. Good writing skills will make your blog posts and updates more interesting, shareable and engaging for the customers. You want someone who understands the modern lingo, but doesn’t over use them. An LOL is OK from time to time, but you don’t want a Facebook update that looks like a twelve year old texting on their smartphone. Keep it real, but professional.
3. Devils advocate You want a social media manager that is confident and able to openly communicate with you. It is the responsibility of the social media manger to advocate on behalf of the customer as they are the first line of communication in the online world. Look for someone who can provide examples of how to do this in a positive and professional manner. They should also keep your brand’s interest in mind at all times and represent your business in a positive light, while feeding you feedback about customer comments and/or concerns.
4. Understands brand management and strives to build your online reputation The better understanding a social media manager has regarding the inter workings of the web, and how to build relationships online, the better chances they have of building your brand. You need someone who is cruising the internet for mentions of your company or industry, and interacting with the commenters and bloggers to build your reputation online.
5. They know your product or industry, and they understand your sales processes Your social media manager should be taking the time to learn your product and industry to get a better understanding of what you’re all about. This serves as a basis for understanding what your unique social media needs will be, as well as being able to formulate quality content for the web. A good understanding of your sales processes will help your social media manager sale to your online customers. This is done in a much more subtle way than traditional sales. But, an understanding of how it’s done in-house is equally as important as understanding the marketing processes of the web.
6. They will be available and quick to respond Nothing bothers me more than seeing well-known companies who have less than efficient social media managers. It’s unreasonable to expect them to respond to every single comment, but they should be available to the customers as needed, and respond in a timely manner. This is especially important if there is a significant even in your business or industry. You can’t always foresee events, and if something happens like a web site offline, or a phone outage and the customer’s can’t get ahold of you, the next place they’ll go is your social pages. Someone needs to be there to interact and respond less people feel ignored and become frustrated. Personal example: This week, our cable TV provider had a major outage and their Facebook page was blowing up with people wanting to know what was going on. Their phone lines were jammed, and people couldn’t get through. The company initially did not make a website announcement or phone recording which lead people to Facebook. There was very little information provided by the social media manager, and they did little to help people understand. It wasn’t until hundreds of people threatened to cancel their service that they made an update informing people of the cause of the outage. Folks seemed to be much more understanding after receiving the information they were seeking. If this had been provided, or people felt like their voice was heard, this situation could have been handled much more efficiently.
7. Great communication skills Perhaps this should be number 1 on the list? Your social media manager needs to be able to not only communicate in a professional manner with your clients and newly developed online network, they need to be able to clearly and concisely communicate with you or your business manager.
8. A love of learning Not everyone was an A+ student in school, but the desire to learn will keep them up-to-date on current happenings and protocols around the web that will help your company succeed. What if your social media manger didn’t know about the newest, greatest social site out there and you missed out on all of those important interactions because of it? A love of learning will also create a desire to know more about what you do and how they can help propel your brand online.
9. Go-getter attitude As business owners, something that we talk about a lot in my house is a go-getter attitude. It seems elusive and hard to find these days. Many people can talk the talk, but really fail to walk the walk. You want to find someone who has a passion for what they are doing, and an attitude that says they won’t give up. Immediate results are not seen in social media, it’s a long-term goal. A marathon and not a sprint if you will. It can be discouraging to not see immediate results, and someone who doesn’t understand the landscape, or isn’t willing to constantly learn more, won’t be successful. Try to find someone who is positive and willing to work hard.
10. They don’t get discouraged easily As I mentioned previously, social networks and blogs are noisy. Because of this, it isn’t always easy to be heard. A good social media manager will continue to strive to make connections and get heard through all of the noise while representing you. If they get discouraged easily, you will be missing out on great interactions and networking opportunities.
If after reading this, you still feel like your teenage cousin is a perfect fit to run your social media campaign, give it a go! If this made you think twice, consider hiring someone you can trust to get the job done. If you’re not sure where to look contact us or check out our services page for more info on what we can offer your business.