Building Thriving Communities: Lessons from a Rockstar Community Manager
Tabitha Kavyu is a Senior Community Manager at AltSchool Africa. Call her the Rockstar of AltSchool Africa because she's so amazing at what she does. She manages a community of over 60,000+ learners across seven communities. She has always been passionate about community management and was involved in communities such as Google Developer Students Club and Google Crowdsource.
In this conversation, She shares her journey into community management, challenges, and strategies for building engaging and supportive communities.
What do you do at AltSchool?
When we started at AltSchool, we had just one community focused on software engineering. As we added more courses, we expanded to around seven different communities, including those for graduates who remain part of our network. Each community corresponds to a specific course, allowing us to cater to the unique needs of different student groups.
Managing these communities is a big task. Dealing with people is never easy, and community management requires constant attention. You have to be online frequently and monitor messages. Despite the challenges, I love this work.
How did you get into Community Management?
I always wanted to manage communities before I fully understood what it entailed. I started my community management journey when I was leading the Google Developer Students Club. They needed a community manager and didn't even have to look outside because they knew I was doing a lot of community stuff. I also did a lot of advocacy work on Google Crowdsource.
I’ve always been fascinated by DevRel, but I didn’t know how to approach it until I read a book explaining it. I realized that community management is a huge part of DevRel.
What are the biggest Challenges you face as a Community Manager?
It depends on how you choose to see it. You can see it as a challenge or something you know you'll always experience.
One of the biggest challenges I face as a community manager is engagement. It is a common issue for many community managers. Sometimes, the expected engagement doesn't happen despite our best efforts and planning.
You might have a group of active members, but many people remain inactive. It can be particularly challenging when starting as a community manager. It can lead to self-doubt, making you question your abilities. It's important to understand that this is a normal part of the role and something that many community managers experience.
How were you able to overcome these challenges?
One of the biggest lessons I've learned over the years is that engagement is an ongoing experiment. What works one time may not work the next, and that's okay. Sometimes, unexpected posts can spark lively discussions when you least expect it. It's a learning curve, especially for community builders who need to figure out how to connect with their audience.
It's important to remember that just because you have an idea of what works doesn't mean it will work for everyone. Instead of imposing content, ask your members what they want to see and participate in. What are they interested in? What kind of engagement do they value? Understanding this can help you tailor your approach to your community's needs.
It's also very important for those who are active, whether 10 or 100 or whatever, that we learn how to invest in them and make them feel that they are valuable and that their contributions are significant. And then, maybe gradually, they get to pull other people in.
Slack or Discord? Or in what cases would you recommend one over the other?
I prefer Slack for personal reasons. I use Slack mainly for most of the communities I have managed, and I'm very comfortable with the interface and functionality.
Discord also has customization options, which are great for building a fun and engaging community, but I find it confusing and hard to navigate.
I read somewhere, "Meet your community members where they want to be met." Your choice of platform should be guided by the nature of your community and the goals you aim to achieve.
If not community Management, what else?
If I weren't in the community management space, I would probably be a software engineer since that's the path I studied in school. However, when I was younger, I always wanted to be a journalist. I was fascinated by the idea of being on screen and sharing information with people, which may be because I enjoy talking.
When I think about it now, there's a lot of overlap between community management and journalism. Both involve sharing updates, making announcements, and communicating with people. So, in many ways, what I do now aligns with what I always wanted to do—engaging with people and sharing information.
What advice would you give to someone new to community management?
When starting out in community management, there are a few key things to keep in mind:
Engagement is Experimental: Understand that engagement is a trial-and-error process. You need to keep trying different approaches and not get discouraged by silence. Use this to figure out what works best for your community.
Build With and For Your Community: Involve your members in decision-making by asking for their input and regularly listening to their needs. This builds trust and a sense of belonging and encourages engagement, ensuring your community feels heard and valued.
Avoid Comparisons: Every community is different. Avoid comparing your community to others, as what works for one might not work for another. Focus on what makes your community unique and tailor your strategies to fit those characteristics.
Focus on Impact, Not Numbers: Don’t get discouraged by low attendance or engagement at events initially. Focus on the impact you’re making on those who do participate. Quality interactions can lead to word-of-mouth growth over time.
Be Passionate and Authentic. Community management can be stressful if you're not passionate about it. Loving your work will give you purpose and motivation, even during challenging times. Authenticity helps foster genuine connections with your community.
Don’t Rush to Build a Community: Not every situation requires a community. Ensure that creating a community is the right solution for your goals. If you create one, commit to engaging and leading it effectively.
Understand Your Goals: Clearly define your community's goals. Knowing your goals will help you make better decisions and measure success more effectively.
How important do you think communities are to companies?
Communities are crucial for companies whose products involve people. They create a sense of belonging and brand loyalty. Community members can become advocates, helping with customer acquisition and support. They provide valuable feedback that can lead to product improvements and increased revenue.
For people-centric companies, building a community around their product fosters loyalty and encourages recommendations. Communities are increasingly important in business, offering benefits like better user engagement and insights for development. Investing in community-building is a strategic move that can drive growth and success.
What resources would you recommend for people interested in starting community management?
Starting close to home, there's CM for Africa. Anifa and Timothy are doing a great job bringing together community managers. It's a place where you can find resources and guidance specific to community management.
Another valuable community is CMX Hub, which is focused on community builders. They offer courses and resources, including a book I recently read, "The Business of Belonging," by David Spinks, the founder of CMX Hub. It's an insightful read for any community builder.
Beyond specific communities, I recommend following community managers on social media platforms like Twitter. It's a great way to stay updated with industry trends, tips, articles, and newsletters.
Listening to community management podcasts like Talkbase has also been beneficial.
Is there money in Community management? Does it pay well?
Yes, there is money in community management, especially with companies that understand its value. International companies often pay well because they see the importance of building strong communities. They know engaged communities help with customer support, product feedback, and brand loyalty.
However, the pay might be lower in some local markets because some companies are still learning how valuable community management can be. Sometimes, they confuse it with social media management, which is different.
Community management can pay well, especially if you work for companies that recognize and invest in it.
Is social media management different from community management? Should companies see these roles differently?
Companies need to see social media management and community management as different tasks.
Social media management involves engaging with a broad audience through platforms like Facebook, Instagram, and Twitter. It's about sharing updates, nurturing followers, and maintaining a brand presence online.
On the other hand, community management focuses on building relationships within a specific community, often on platforms like Slack or forums. It's more about fostering engagement among members, organizing events, and ensuring the community thrives.
Companies might still combine these roles or expect one person to handle both, which can lead to confusion. Clearly distinguishing these roles allows each to connect with and engage their respective audiences more effectively.
Any Parting Words?
First, make sure you're passionate about community management. It’s not an easy job and can become overwhelming without passion. Build your community for your people and with your people. Involve them in the process and listen to their needs.
Also, remember to bring your personal touch to the community. While respecting the brand’s identity is essential, adding your energy and personality can make a big difference. Your positivity, transparency, and engagement set the tone for the community. If you're open and honest, your community members will likely reflect that same openness and honesty.
Finally, always focus on your impact, even if the community is small. The quality of engagement often matters more than the quantity. Be yourself, connect genuinely, and your community will thrive.
