Social Media Management Glossary
Social media community management defines a process by which your business engages with its audience on social media. This most immediately pertains to your own social media profiles, but can also include additional profiles you are monitoring like influencers or industry-related pages.
Social Media Management
AMA
AMA stands for Ask Me Anything. These are community engagement programs that community managers often employ to facilitate question-and-answer exchanges between members and Subject Matter Experts (SMEs) popularized by Reddit. AMA opportunities are common within the community building and social network space and can be set up in many different formats or variations. They are […]
Social Media Management
Backchannel
A real-time online conversation that takes place during a primary activity or live discussion. Example: Chatting on Slack while attending a webinar.
Social Media Management
Benchmarking
The measurement of the quality of an organization’s product, programs and policies.
Social Media Management
Champion
AKA: Advocate or Ambassador. Champion refers to a member who participates in formal leadership programs inside a community. Often these programs are called “Advocacy Programs”. Champions are responsible for providing value to their networks in the form of thought leadership, program facilitation, and/or content. Champions often focus on a specific topic, industry, or member region.
Social Media Management
CMGR
A Community Manager, or other Community Professional. Often used as #cmgr.
Social Media Management
Collaborator
A specific member engagement profile. Refers to the type of community member who collaborates in the community (i.e. creates value – this could be training materials, code/apps, events, product specs, marketing materials, etc) as well as creates content independently.
Social Media Management
Community Advocacy
The ability to represent the needs of the community and provide support or recommendation for it in a variety of situations.
Social Media Management
Community Guidelines
Your rules of engagement. A list of encouraged and discouraged behaviors you share with your community members. A place to define which behaviors are expected and express the community’s core values.
Social Media Management
Community Leadership Program
See also: Champion This is often seen as an ‘Advocacy’ or ‘Champion’ program. These community leaders act as ambassadors of the community to help fulfill specific roles and support community goals.
Social Media Management
Community Platform
The technology that hosts your community network. Examples include: Jive, Lithium, Higher Logic and Salesforce.
Social Media Management
Community Skills Framework
The Community Skills Framework includes five skill families with ten skills in each family, that are used in community management.
Social Media Management
Contributor
An engagement profile. Members of a community who have commented on a blog, discussion thread, document or other item but don’t start discussions. They may also bookmark, rate, share or tag content, update their status or participate in events.
Social Media Management
Creator
An engagement profile. Members of a community who have started a discussion, a chat or a blog post or participated in community leadership activities including content moderation, welcoming members or initiating programming
Social Media Management
CRM
Customer Relationship Management. The approach to managing an organization’s interaction with current and future customers. Often a CRM system exists as an online tool. Examples include: Highrise, Method, and Salesforce.
Social Media Management
Employee Leadership (Advocacy) Program
See also: Champion, Community Leadership Program “Employee advocacy is empowering your employees to support the goals of the brand”. – Liz Bullock . Like Community Leadership roles, employee advocates work as ambassadors of an organizational goal/project.
Social Media Management
Engagement
The process by which members interact with the community. Behaviors that constitute engagement include: Asking/answering questions, sharing resources, attending calls/events, welcoming new members, and Working Out Loud, among many other public community actions.
Social Media Management
ESN
Enterprise Social Network. An online social network for an internal business community. An ESN platform can provide your organization with a place to collaborate, ask questions, track projects and share ideas.
Social Media Management
Executive Coaching
The practice of supporting an executive’s involvement in and understanding of a community. Executive Engagement skills include the ability to understand executive context and needs, speak the language of executives and identify how to assist executives in a way they can absorb.
Social Media Management
External Community
Community existing outside of an organization, typically a community of practice, a support community, a customer community or a community of interest.
Social Media Management
Extrinsic Motivators
Extrinsic motivators encourage a person to do something for the purpose of obtaining an external reward or outcome. (Ex: Amazon gift card).
Digital Media & Advertising
FPO
For Position Only – this is not the final content, but its dimensions are accurate