We all want to feel seen and heard by brands online right? That’s how your audience wants to feel too. But how do you do that? Welcome community management to the mix!
What is Community Management?
Community Management is super simple: it’s taking time daily to respond to comments, DMs & engage with members of your community across the platform. Super simple right?
Your community online wants to be seen and heard, and a great way to do this is by regularly undertaking community management.
The Importance of Community Management
As we’ve already touched on, your community across the platforms wants to be seen and heard – either positively or negatively, as we’ve seen from well-known brands across the social landscape.
Happy or angry, we know that consumers take to social media to share their thoughts, reviews and experiences with brands – so being sure you’re taking the time to respond to/acknowledge them is key.
Alongside this, with the current state of platforms including Instagram and TikTok, the almighty algorithms also encourage the further reach of your content depending on how active your account is. (e.g. the less you engage, the lower your content reach).
So, the more you opt into regular community management, the better your content should perform!
Dealing with the negative nellies
Unfortunately, there is no dodging them – if the option to leave a comment is turned on, you’ll likely see a negative comment or two.
Often wanting to capture your attention on something they’re not overly happy about, such as their purchase experience or even to share their opinion – users head to the comments to be seen and heard by a brand like yours.
Be sure to respond to your negative nellies, but encourage the conversation to be away from public view via DMs or email. This helps ensure any conversations aren’t escalated where others can see, and add fuel to the fire.
How to leverage it, and do it well
Luckily, it’s super easy to get started with effective community management and can be started today.
As we’ve touched on, community management is about making your audience feel seen and heard (and most of the time, they want this instantly) – so be sure to set an agreed amount of time (both inside and outside of working hours) to respond to comments, DMs and questions across the platforms. A great rule of thumb inside working hours is around 15-20 minutes where possible.
It’s also key to remember that community management also includes getting involved with your community – getting in the comments, being in the conversation and showing them and their content some love too! Be sure to set aside regular time daily, to be present in the feeds when your audience is active.
Looking to get started?
Whether you’re an agency or a brand, we offer all the strategy, creative and production experience to deliver great results for your clients or business across social media.
Get in touch today and discover how we can help you start your journey.
