Social media community management has expanded into a growing field and there’s a lot to think about.
In this post, I’ll cover 26 tips, an A-Z guide, on ways to manage your company‘s presence.
#1: Answer Questions
With more and more of your customers participating on social networking platforms, businesses need to be doing much more than posting their own updates. Companies must also be willing to answer questions.
A recent survey organized by InSites Consulting found that eight out of ten American companies answer client questions and complaints via social media. The survey shows that US companies are very successful in answering questions via social media: “83 percent of companies indicate they always deal with questions or complaints sent to them via social media. Still, only 54 percent of the companies in this survey also talk to and actively participate in online conversations with consumers.”
Do some of them have to do with reaching out to and interacting with your social media fans and blog readers?
If so, then you’re officially or unofficially performing the role of an online community manager.
If you’re doing it right, then it’s probably one of the most enjoyable jobs ever. You get to network with interesting people, make new friends, offer guidance, answer questions and so on.
But it’s not all sunshine and roses. At times you’re required to set and enforce the rules, issue warnings, deal with negative people and even ban members (when things get out of hand!).
In her book, Online Community Management for Dummies, Deb Ng shares her own extensive experience on how the different roles of a community manager work—especially as a customer advocate and brand loyalist.
Many businesses feel overwhelmed when implementing their social media marketing.
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The customer could have a simple complaint, or be so upset he’s gone on the offensive, making sure you and the rest of your community knows he’s angry.
Are you looking for an easier way to manage your tasks?
In this article I’ll share four tips that will increase your value to your community.
About Community Managers
The role of community manager has been around much longer than Facebook. In fact, I like to think of the community manager as a modern-day Andy Griffith. You help people out, give advice, get to know the neighbors and occasionally keep the peace and lay down the law. The analogy isn’t perfect, but you get the idea.
You may start out as the sole admin on your Facebook page, but as your business and Facebook presence grow, you may need help (after all, Facebook is open 24-7). You may want to hire a community manager to facilitate the discussions, postings and moderation.
Are you trying to build a community for your company or brand? Are you looking to go beyond just big numbers of Facebook fans or Twitter followers?
This article reveals three important tips you need to know to help build and manage communities.
What Is Community Management?
Previously I wrote examined the different roles for those who work with social media in business. Among the many roles, the community manager is by far the most important because he or she is on the front lines of communication. Here’s how I define community manager: