The 5 Phases of Community Manager Development

I’ve been thinking a lot about the new folks in community management, and in watching them grow into the business, it has struck me that there are 5 Phases we all go through to make it. If you’ve been in the industry awhile, you’ll recall the following critical development thresholds for a new community manager. And if you’re new – take heart! You will pass through them, we all did! It really (really!) does get better and can become quite fun if you just stick with it for a while.

Phase 1: Denial - Day 1 on the job to 4 months

You’re in denial, and by that I mean you’re in a state of shock. You’re thinking: "This isn’t happening to me. I didn’t take this job. Why did I take this job? What was I thinking?" During these first months, the work is overwhelming and some of it makes no sense; you’re drinking from a fire hose of information and trying to remember what you just learned yesterday. This is the hardest time in the business, it was for me and it is for everyone. This is exactly how you feel and it’s hard to get up in the morning and face another day. Even though you may not recognize it, you actually are making incremental improvements.

Phase 2: Anger - 4 months – 12 months

Even though you’ve thought about quitting (with alarming frequency) you haven’t; however, you’re angry that you took the job in the first place. You’re angry at your Board(s), at your phone, and really angry at your inbox. Won’t they EVER LET UP?! What am I doing here?! And yet, and yet… especially toward the 1-year mark, there is something about this business. Doesn’t mean you’re not mad at yourself for getting in to it, but it does mean that you see some upsides to it. In a way, you’re kind of your own boss. You like a few of the Board members you work with. But dang, why are they emailing me at 1am?! You don’t know it yet, but you are beginning to manage your time, emails and tasks with greater ease.

Phase 3: Bargaining 12 – 18 months

Here comes the doubt and self-examination stage, wherein you’re getting pretty good at the job, your frustration level is down and so is your anger. You are feeling a better about work, have had a full year with at least a couple of accounts, and yet, there’s a voice in your head asking “What if I had stayed in school?” Or, “If only I had taken that other job…” Or: “If only my marriage had worked”… If only, if only… what if…..? Occasionally, you’re looking online for another job, but with no real intensity. In fact, if you let yourself admit it, you’re getting pretty good at being a manager… And you’re right; you are - especially around month 16. Things are starting to fall into place. No, it’s not close to perfect; but you do love the feeling you get when you do it right. This is when you start to realizing your value as a community manager.

Phase 4: Resignation 18 – 24 months

“I guess I’m stuck being a community manager. Is there a point to this job? These people are so needy and ungrateful; and they aren’t going to change..." Sigh” You’re thinking these things, but at the same time you realize you’re now invested in the business. You’ve spent two years learning everything you could, you actually like most of your clients, there are projects you’re working on and a couple you’ve completed; and that’s very satisfying. You don’t really want to go through the trouble of starting over, and you just got a raise; still, you feel as if maybe you’re giving up too early on that career as an opera singer. Then, within days, weeks or a few months…

Phase 5: Acceptance 24 months - forever

The “what ifs?” are gone, you don’t have time for them anymore. You’re organized. You’re not bothered every time someone says something mean. You’re good at your job; you’re entrenched in the business. You just got another raise. You have friends who are managers, actually like the clients you work with, and actually like your Boards (well, most members, anyway). The work is, at times, very difficult. But it’s challenging and you realize – hey! I’m good at this! People look to me for answers and trust my ability to get things done!

A manager friend that struggled in Phase 1 and now is a competent Phase 5 grad with over 5 years under her belt says this:

"Each Phase was a struggle, but I got better, and really the job gets easier, over time through experience. So I kept at it. I’m not overwhelmed like I was. The biggest learning and growing experiences come from the continual problem-solving and ‘workarounds.’ I’m always, always learning something! What to do in this instance, what not to do in the next… and now with that wisdom I know how to keep my sh** in order. I’ve grown a lot…" She also said "I still hate compliance.” I gave a sigh with knowing look and said, who doesn’t? Compliance notifications are kicking the hornet's nest. You can bet that within a couple of days of those going out, the hate mail comes in. Yep, some things never change… But in Phase 5 they are not the terror anymore, It's just the job and she can handle it. This is when the job is most rewarding and frankly quite fun. Stick with it and you will be a Phase 5 grad too. :)? ?

c. 2024 Julie Adamen, Adamen Inc. all rights reserved

DO YOU HAVE BOARD MEMBERS THAT COULD USE SOME HELP? HAVE THEM TAKE CAM 101 for BOARDS !? ?