Hosted by UserVoice


Angie Bui

Eric Herberholz

Evan Hamilton

Jeremy Hicks

John Riley

Kristi Herwarth

Mark Terranova

Sarah Manley

Moran Serr Hirsch



  • Almost none of the attendees do community management exclusively, they end up doing many other things
    • Benefits include learning a lot of skills, having a lot of potential roles you can split off into, and things always being interesting
    • Potential downside, however, is that lack of focus on your community. Additionally, being spread so thin means you don't necessarily have a great skillset in one area
  • Kristi from Google reports to the Product team, but tries to keep her role horizontal
  • Sarah from Wikia doesn't even do their social media - she's focused on customer support
  • It's suggested that part of this multi-hat role is by choice, part is because companies feel that they have to pile responsibilities into the CM job description in order to justify the salary

Sharing the loadEdit

  • Many of the CMs present get their users to help handle the community management load, either by bringing them on the team or just giving them titles
    • People love titles, and will do a lot for them
    • These people need some constant surveillance to make sure they're handling things alright, but can take much of the load off of you
    • Little touches help keep these people motivated. Kristi sets up automated (though personally written!) birthday emails to go out to her top community members.
    • Sarah recommends creating customer personas to help understand who these people are, so it's easier to think about how to interact with them
  • Kristi recommends interns, as bad a word as that is. They can take the easy stuff, and hopefully learn from it
    • Jeremy was an intern and got a fulltime job out of it


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