Introduction To Online Community Management

Learn the basics of Online Community Management and get a head-start to your new career.

What you'll learn
You will learn the basics of Online Community Management
Requirements
This course is suitable for people who have worked as OCM's before, but also for those who are completely new to the discipline and would like to retrain.
Description
Demand for online communities and people who can manage them has risen over the past few years. For a lot of you, this means you need to learn the basics of Online Community Management.To help you get on track fast, we have created this course.We - Kirstie, Toby, and Elisa - have multiple years of experience in Community Management and, together, we have created this course for you.We're part of the Standing on Giants team where we help businesses around the world build thriving online communities based on our Standing on Giants methodology.If you are a junior OCM, want to retrain as one, or are simply passionate about the industry, this course will help you to get a head-start to your new career. We'll cover everything from Welcome Messaging to Peer to Peer Help and handling difficult members or situations, and share best practices and tips from our three instructors, who all have worked as OCM's for years. The course comes with a downloadable, interactive workbook which you can use to take notes and complete the exercises that support the lessons. Standing on Giants is a certified B Corp based in London, UK, and works with big brands like Airbnb, O2, Tesco Bank, or Lenovo Legion to help their communities thrive.

Overview

Section 1: Introduction

Lecture 1 Welcome & What to Expect

Lecture 2 How to use the Workbook

Section 2: Part 1: Introduction to the Role of Online Community Manager

Lecture 3 Definition of Online Community Management

Lecture 4 Moderation vs Management

Lecture 5 Day to Day Tasks

Lecture 6 Community Structure and Metrics

Section 3: Part 2: How to Build Engagement as an Online Community Manager

Lecture 7 Video 1: Welcome Messages

Lecture 8 Highly Engaged Members

Lecture 9 Peer to Peer Help

Section 4: Part 3: How to Handle Difficult Situations

Lecture 10 Managing Difficult Situations

Lecture 11 Handling Difficult Members

Lecture 12 Escalation and Gathering Feedback

Section 5: The End & Last Words of Wisdom

Lecture 13 What We've Learned As OCM's & Goodbye

Junior Online Community Managers or Social Media Managers, Customer Service Agents or people who would like to retrain to become Online Community Managers.