A great community manager is proactive. Being proactive separates a great community manager from the rest.
Here’s a simple task for you. Write down all the ways you were proactive in the past week. Work them into your ‘standard operating procedure’. This will make you a better community manager.
Here are a few things a proactive community manager does:
- Finds and deletes spam before it is reported by other members.
- Follows up with members who sought help in the past few days to make sure they are back on track.
- Keeps an eye on the member registration list and corrects obviously incorrect email addresses (think hotmial instead of hotmail).
- Responds to members who mention any problem they’re having with the site even if the issue is only mentioned in passing and not in the relevant ‘support’ forum.
- Intervenes in discussions that are about to boil over before all hell breaks loose. Often, just contributing to heated discussions will remind the protagonists that you’ve noticed the discussion, making the need for direct intervention less likely.
What could you do right now, that you don’t necessarily need to do?