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Back in 2008, I wrote a passionate blog post about the mistakes companies make in online communities. I stand by every word. https://www.computerworld.com/article/2373699/enterprise-software/6-stupid-mistakes-companies-make-with-their-online-communities.amp.html
@estherschindler As well you should. And the best "social media managers" adhere to all those elements you mentioned.
Honestly, it's the loss of the incredible, community engaging SMMs (Wendys, Steak-Umm, etc.) that will drive that stake through the heart of #Twitter.