Profile WSP-G3-001. Community Manager
This section is normative.
The profile sheet, listed below and described in appendix B, is an integral part of the document, “G3 Web Skills Profiles – version 1.0 – Generation 3 European ICT Professional Profiles”, official specification of 14 February 2013” [WSPG3-03].
Summary definition
Professional position in the digital Marketing & Communication sector that manages virtual communities.
Assignment
The Community Manager creates and helps strengthen relationships among members of a virtual community and between the community and the customer organisation through effective communication within the group; in particular he or she promotes, controls, analyses, and evaluates the conversations that take place on various Web resources (Websites, blogs, social networks).
He or she builds and manages relationships with online stakeholders. He or she may work as a freelancer, for specialised Web marketing agencies, or as part of an organisation. In the latter case, the term Internal Community Manager is also often used in English. He or she is also known as a Web Community Manager.
Documentation produced
Accountable
● Strategic community management plan
Responsible
● Document describing topic trends and related critical points and opportunities
Contributor
● Report on the produced assets and results obtained
Primary duties
● Control, evaluate, and manage online conversations, always using the appropriate language for the medium used
● Promote new topics for conversation/connection
● Stimulate the productive involvement of users and stakeholders
● Assume a role of institutional representative within the community
● Evaluate online sentiment
● Create periodic reports
Assigned e-CF skills
● B.1. Design and Development: Levels e-2, e-3
● C.1 User support: Levels e-2, e-3
● E.4 Relationship Management: Level e-2
Abilities, knowledge
Technical
● Alternative marketing
● Organisation of online events (e.g. Chat, Webcast)
● Technical Writing/Reporting
● Copyright management on the Internet
● Web content accessibility
● Marketing
● Web analytics
● Effective communication, mediation
Information Technology
● Mark-up and style sheets (e.g. XHTML, HTML and CSS)
● Web publication tools (e.g. CMS, Blog, Editor)
● Use of the primary Social Networks
For development
● Public relations
● Organisation of offline events (e.g. Raduni, Camp)
Area of application of the KPI
● Audience engagement
● Advocacy impact
● Satisfaction score
● Topic trends
Qualifications and certifications
● Masters degree/Special training courses on the characteristics of Web communication and/or online community management
● University degree in: Communication sciences and technologies, Public and corporate communication, Journalism
Personal aptitudes
Interpersonal and Organisational
● Virtual group management
● Active listening and empathy
● Conflict management/Balance and stress management
● User/customer focus
● Problem solving
Linguistic
● Good knowledge of the national language or the language used by the working group – minimum level: B1 QCER
● Good knowledge of spoken and written English – minimum level: B2 QCER
Relationships and reporting lines
(This section is for informational purposes)
Interacts with
● Web Account Manager
● Search Engine Expert
● Advertising Manager
● Web Content Specialist
● Web Accessibility Expert
● Mobile Application Developer
● Reputation Manager
Reports to
● Digital Strategic Planner
Appendices
Appendix A. Glossary
Informational
For the purposes of information and not required for compliance.
Note: The content required for compliance is referred to as “normative”.
Normative
Required for obtaining compliance.
Note: Content listed as “informational” or “non-normative” is never necessary for compliance.
Appendix B. Profile Sheet Structure
The Web skills profiles are identified by an unambiguous code and are structured in reference to paragraph 4.2 of the official CEN reference document, “European e- Competence Framework version 2.0 – CWA Part II: User guidelines for the application of the European e-Competence Framework 2.0” [CWA-01].
● Profile Title. Name – including the identification code – of the Web skill profile according to the unambiguous international catalogue from the IWA/HWG.
● Summary definition. Lists the primary purpose of the profile. The purpose is to give all stakeholders and users a brief, concise description of the specified Web skill profile, written in a form understandable by ICT professionals, managers, and Human Resources staff.
● Assignment. Describes the basic assignment of the profile. The purpose is to specify the working role defined in the Web Skill Profile.
● Documentation produced. Describes the documents produced by the job description as manager (guarantee), representative (support), and employee (contribution).
● Primary duties. Provides a list of typical tasks carried out by the profile. A task is an action undertaken to achieve a result in a broadly defined context and contributing to the definition of the profile.
● Assigned e-CF skills. Provides a list of the skills necessary (taken from the e-CF references) to carry out the assignment. A skill is the outcome of the previous definition of the Profile and helps to differentiate profiles.
● Abilities, knowledge. A list of abilities and knowledge necessary for the definition of the profile, subdivided into technical, IT, and improving abilities (strengthening the profile).
● Area of application of the KPI. Based on KPI (Key Performance Indicators), the area of application of the KPI is a more generic indicator, consistent with the grade level of the overall profile. It applies for adding depth to the assignment.
● Qualifications and certifications. These are the recommended, but not essential, qualifications and certifications for carrying out the activities in the profile. However, these qualifications and certifications may be used for developing knowledge of specific skills within the profile.
● Personal aptitudes. A list of aptitudes supporting the abilities and knowledge, subdivided into interpersonal/organisational and linguistic. This section reports references to the QCER [CE-01], which promotes the understanding of specific language certifications, purely for informational purposes.
● Relationships and reporting lines. A list of Web skills profiles and not with whom the profile discusses (relationships) or reports (reporting lines). This section is for informational purposes.
Appendix C. References
● [CC-01] Creative Commons – Attribution – No derivative works – 3.0 (CC BY-ND 3.0) http://creativecommons.org/licenses/by-nd/3.0/
● [CWA-01] CEN – European e-Competence Framework version 2.0 – CWA Part II: User guidelines for the application of the European e-Competence Framework 2.0 (September 2010) http://www.ecompetences.eu/site/objects/download/5999_EUeCF2.0userguide.pdf
● [WSPG3-01] IWA – IWA Italy Web Skills Profiles Group http://www.skillprofiles.eu
● [WSPG3-02] IWA – IWA Italy – International Webmasters Association Italia http://iwa.it
● [WSPG3-03] IWA – G3 Web Skills Profiles – version 1.0 Generation 3 European ICT Professional Profiles Official specification of 14 February 2013 (English version) http://www.skillprofiles.eu/stable/g3/en/2013-02-14.pdf