Have you ever thought about who responds to your messages in the crypto-chats or chats ICO projects? All communications in the network doing the community managers. We asked the industry professional Andrew Gurara from Karma on how specialists build their working day, cope with the negativity from users and how to earn.
Before you start the conversation, let’s define the concept. Who are community Manager?
Community Manager — multi-role fighter without a clear functionality, which knows how to talk, understand the whole method of communication. This man wants to develop in any field. It is desirable to have skills in pr, social-media marketing, to know how to place and to make beautiful publications. In addition, community Manager — the referee crypto industry, which can resolve any disputes and issues.
It turns out that the community Manager blockchain startups does not differ from community Manager classic project?
In fact, Yes. Between the functional managers have a lot in common, only startup in the field of blockchain — this is a dual-startup: blockchain itself-the industry and your project. The area is so alive that every day there is something new. Therefore, all workers need the endurance and adaptability to changes.
Is it possible to do without a community Manager?
If crypto-project team of community managers, to explain the essence and the company will need by the founders that would take time away from more important tasks.
What are the qualities of a professional community Manager?
It should have all the qualities of the consultant in the store. A good consultant may discuss the choice of a product and, like a good psychologist may also ask about your Affairs, to discuss the weather and other stuff. Community Manager similarly must be able to communicate with third-party themes and need to understand crypto-industry and specialization of the project. For example, Finance, car, medicine and so on.
Do you have enough specialists on the market?
If that’s not enough, the good are always in demand. Generalists that can do everything, is not enough. Do all community managers can be divided into two groups: they are either very expensive or they are very stupid.
How to become a good specialist?
It’s better to start small: to understand cryptocurrency topics, to understand what the blockchain where this technology is used, how the process ICO. Then you need to come to the employer and to prove how useful you project. Will you try to chat, perhaps on a voluntary basis, to Express themselves, and then you will hear and take command.
You mention a very expensive community managers. How much money are these experts?
This is a tricky question, but not in terms of numbers, and due to the fact that everyone gets different depending on the project you are working with. Plus when the question about salary, you need to consider the country in which the company resides. In India, for example, the fee will be small, and in the US more than decent. A young specialist earns between $100 and professional experience, with own customer base may get along with the developer. Ceiling salary no.
How to build a work schedule?
All depends on the policy, which was adopted in the project. There are companies that have very large coverage, a huge global audience with users from different time zones. In such projects, the community Manager needs to communicate with the audience and answer questions 24/7.
What is the standard working day community Manager?
If we consider the community Manager, who must answer customer questions and promote the project on different channels or conferences, it is quite simple: he comes into the office, working his nine-hour shift and goes like many employees in the employment system. At the same position can work remotely. It is convenient for the employer and the Manager. According to this principle, employees may not work hours of 9 and 12, and parallel to do your household chores.
Which social networks do you recommend to use projects to communicate with their audience?
Many developers use Telegram. Through this messenger you can maintain a channel to organize chats for correspondence. There is still Bitcointalk — a forum where you can see all your records. There is no such quick responses, but people write great posts explaining the reasons for or the narrow issues of the project. Facebook, as a rule, used for personal correspondence, community Manager, and an individual user with a specific problem. Twitter has the opportunity to engage in a correspondence with influential people in the industry, to see the view of the users. Therefore, I advise you to have channels on all these sites.
To date, many projects there are several chat rooms on different topics. How is the removal of a particular subject in a separate group?
Usually it happens like this: you first create one chat for all languages where people speak English. Then there is a large flow of users, after which analysis know that there were a mixed audience from different countries. For the largest linguistic groups are separate chat rooms. At this time in the General chat, for example, began to constantly talk about speculation, to discuss the volatility of tokens. Heated discussions lead to the cluttering of chat, so themes are created for a large private correspondence, and all people who are interested in the subject and send. As a result, one project we receive multiple channels of correspondence with the various needs of the community.
Often, heated discussions escalate into insults. How to deal with the negativity that comes from users?
Volatile the stock market can have a negative impact on the emotional state of traders. If a person writes an angry or evil statements, it is necessary politely to calm down and figure out what it is linked to his discontent. If a user behaves inappropriately, swearing, spamming every three seconds, then you can click «ban» and temporarily bring people out of the public chat. To each person, and the case needs an individual approach.
But many users and community Manager one…
It is not so, he is not alone. There is a main community Manager — let’s call it head of Department, is subordinate linear experts, which are included in the Department. Four such worker can work simultaneously in a chat with 40-50 thousands of users. Each employee has their own role: one answers questions, the other looks for spam, third rewritten in private messages and solves problems, the fourth takes care of the promotion channel. So for one working period, one shift, one ethnic group missing four professionals. For example, 4 community Manager work for Chinese users, 4 on the English-speaking group, and 4 — on the Russian. Guide, focusing on the flow of users, forms chats that are necessary for their project. And then from torrent users change either the managers themselves or their tasks.
Can you tell me about how you struggled with the negative reviews of a specific example?
I have two interesting examples. Once the user has sent money to the project during the ICO, and its payment provider — a middleman who had to smuggle the sum into the project, completed the transaction with a zero. The man swore a long time, asked why we are so bad, stole his money, demanded to return them. About two weeks in broken Portuguese-English all tried to find the problem, which was the provider. We got to the point brotherly explanation, when I said, «Buddy, here’s a link to the blockchain, here’s your transaction, it says zero is a problem in the payment service that you used. Write them in support, because they didn’t send the money.» In the end, his contribution did not come in the round ICO. We gave bonus tokens as a consolation, because the case of zero transaction has been unique. After all that is happening, the man said thank you for what you did, and that was not a Scam.
The second story is linked to the public chat, where sits a large number of people. It was fun to watch a stream of angry messages after crypto-seals spammed radio network, and people have had big problems with transactions. To remove the panic we had to write and post large messages in chat with the message: «Dear, don’t worry, it is a common problem, the whole radio network is, wait a couple of days, soon all will be restored». That is, the community managers, myself included, were saying the same thing to everyone. The only way were able to calm everyone. Without these explanatory monotonous messages people was very angry and thought that the problems lie in the draft.
For some indicators should assess the effectiveness of the community Manager?
It is hard to evaluate only one employee. If you imagine one person and the conversion in the form of subscribers, each community Manager, you must assign a UTM tag is a unique link, which you can understand that this person has attracted a subscriber, and for each following you will need to assign an ID. Tools Facebook or Twitter do not give this intelligence. Therefore, the user is either subscribed, and community division is good or not — in this case, it is necessary to change the method of working and move on.
Do you think the Telegram lock in Russia will affect the popularity of this network?
We find ourselves in a situation in China where the firewall blocks the Telegram. The Chinese find ways around using VPN. Russian ordinary Telegram users now feel awkward, have to go back in the days of Jabber and ICQ.
Community managers administer Telegram is much simpler than WhatsApp or WeChat, where there can be only one administrator with very limited functions, for example, it is impossible to delete the message.
What are the alternatives Telegram to the crypto community do you see?
Alternatives to messenger is always. The same Jabber, Discord is a popular chat room in the West for ICO, where it is possible to parallelize all subjects through the channels. I think that all ICO will stick to this format of communication. People reluctantly, but get used to it. Will also be some underground conducting chats in Telegram via VPN or Proxy, it will be not convenient to log into chat from my phone.
Lock Telegram will affect the crypto-market. Information will walk slower and heavier people will have to adapt. But on the other hand, in the chat rooms will be less cheaters, because in the same limbo at the moment there are bots that can take away your money.
How do you see the future of the entire crypto industry? Are there any prospects?
Of course. The same bitcoin will change, evolving from legislation and technological factors. While the entire industry is imperfect, there are holes through which hackers steal coins. But if done in the mind, make friends with the regulators to accommodate the wishes of interested parties, all will be well.