An online community manager has to walk the fine line between balancing the needs of the users with the business objectives. They are often customer facing and act as a brand advocate and representative.
Alison Michalk is a woman who walks this fine line successfully and recently launched professional community management firm Quiip.
With so much in life now conducted online, including business, networking and social relationships, it is important to work with someone who understands the intricacies of community management, in order to protect both your brand and your customer.
After managing the 180,000-strong parenting community of Essential Baby and Big Brother’s community and live content, Alison used this experience to build her own remote team of online community managers and moderators. Quiip tailors community solutions for business and organisations throughout Australia, like the Women in Business community.
The Quiip team has worked with the largest forums in Australia, alongside virtual worlds and MMOGs (massively multi-player online games), so social networking and interaction is something they handle with ease.
“The team at Quiip works around the clock to provide seamless community management and social media moderation services for our clients,” Alison explained.
“Our community managers and moderators engage and participate with users and collaborate with a client’s in-house social media team. Often providing out-of-hours support, the Quiip team find themselves especially busy at nights and weekends,” she said.
Community management is an important step for companies participating in social media, and many businesses find they don’t have the expertise or resources to handle this role internally.
“Organisations can listen and engage with their audience through community management. It is also an important role in terms of risk mitigation. We are familiar with the legal risks, including defamation, copyright and discrimination.
“Generally, non-permissible content falls into a risk category of brand reputation, user experience or legal liability. We not only assess content for risks, but we offer deep experience in governance and engagement, ensuring an active and enjoyable user experience,” Alison explained.
Alison founded the Australian Community Managers’ Facebook & Google group and is the convenor for the Australian Community Management Roundtable, which just held its fourth meeting. She is the fourth most influential Community Manager on the WeFollow Twitter Directory.
