Reduction in support costs

This is part 3 of an ongoing community project to help people understand how to get jobs during a recession. This data is slightly skewed towards those that are already active in social media as the survey went to those within my network on my blog and the highly connected Twitter community. There were 214 respondents to the survey although this graphic only represents those who got jobs since Sept 2008 (71 respondents) that represent those that were hired during the announcement of the recession.


I’m a former community Indonesia Telegram Number Data manager, and many of my friends are currently in this role, and I want to make sure they are armed with the right knowledge to succeed during hard times –I know some of them may get laid off. Community Managers are at risk of being let go During a recession, we know that marketing, sometimes new media and unknown expenses get cut. Unfortunately, to some, the Community Manager role may sit in all three of those areas of scrutiny. Although I’ve been tracking quite a few Community Managers working at enterprise class companies, they must quickly learn to measure, and demonstrate ROI or risk getting cut. Community Managers must educate stakeholders and management.



Measurement depends on which objective they are trying to solve, so I’ll break it down into specific objectives and tasks. During incidents the community manager should report in real-time to key stakeholders. Secondly, they should provide weekly updates that can be quickly scanned in 30 seconds to community managers. Each month, they should provide a detailed report, and initiate a 30-60 minute meeting with key stakeholders to discuss changes. Among these changes they should measure: Improvement in marketing efficiency Community Managers should measure increased speed from word of mouth or marketing awareness, the best way to measure this is time from awareness to close –or spread of WOM.