Community management has its own rules, both written and unwritten. For the rules I’m going to write about, you can say there are rather bits of advice on how to use common sense when working as a community manager, especially when interacting with your client’s audience on social media platforms.
#1 Show the human side
Picture this: instead of rigid formality, you’re having genuine conversations that resonate. Embracing the human side means ditching the jargon for simple, relatable language. It’s about sharing stories, personal anecdotes, and even the occasional lighthearted meme. Gotta love a good meme!
Companies are just a bunch of humans, and you are also catering content to humans.
#2 Your audience is our power
Beyond generating your own content, consider the goldmine that’s often overlooked: your audience.
This treasure trove is known as user-generated content (UGC) and holds a unique power. Why? It’s genuine, reflecting what people really feel about your brand. UGC allows your audience to express their experiences, good or bad and propels the conversation in directions your content alone can’t.
What’s more, UGC is your gateway to a closer relationship with your audience, adding a human touch to your brand’s persona.
It comes in various shapes and sizes, from mere mention to reviews and even entire campaigns. It’s about tapping into the collective voice of those who matter most. Make sure that credit goes to the creators, a nod to collaboration that strengthens their community.
Years ago, it was nowhere to be found, but in today’s digital realm, incorporating UGC into your marketing arsenal isn’t just an option; it’s a necessity. Your customers’ real-life stories carry a weight that scripted content can’t match. It’s authentic, relatable, and, most importantly, trustworthy content that elevates your brand’s narrative.
#3 Be active
It’s difficult to be a good community manager if you aren’t present on social media platforms privately and if you don’t know the community you are interacting with.
BUT! Be unbothered. Let your mind wander and relax in your free time. That’s the best time to actually find good inspiration. Avoid doing things that are emotionally draining.
Being active on social media as a community manager is like fueling the heart of your community. It’s not just about hopping on the latest trend or posting for the sake of it – there’s a lot more to it.
#4 Meet your business goals but be innovative
Create a strategy and goals for managing clients’ social media platforms, but sometimes experiment with it. Add something different and innovative – both your employer and community will appreciate it.
Determine your most engaged audience
Now, let’s introduce your trusty sidekicks: relevant metrics. They’re your backstage pals, helping rank the performances.
In today’s social media landscape, customers aren’t just signing up for updates – they’re seeking a genuine human touch. So, while it’s crucial to maintain a consistent voice across all your communities, there are golden rules that stand the test of time. The most important one is – authenticity.
In simpler terms, as you engage with customers, supporters, and followers, think of it as having a real conversation. Approach it with empathy, just like you would if you were in their shoes. This timeless approach bridges the gap between now and the days of old, making every interaction a chance to connect on a personal level.
It’s extremely important to stay on-brand, but it cannot get in the way of being flexible and courageous when it comes to content and tone of voice across different platforms.
The best example is TikTok. It seems as if every major brand has its funny, witty side. How do we deal with this constant changing of trends and algorithms? Find out here.
And remember, the creative content you curate carries your brand’s identity. It’s like your digital signature, a unique mark that says, “Hey, this is us!” So, in this vast arena where creativity and connection thrive, always keep the “copyright © 2023” in mind – a reminder that your efforts deserve recognition and protection. You’re shaping the digital landscape with every click, share, and like. Let’s make sure it’s one built on respect, transparency, and the joy of creating a good community.
#5 Accept the rules of the profession
Talking about performance reviews is cool, but if we only catch up with clients once a month, things can start feeling a bit distant. Those long stretches of silence? They make clients wonder what’s up, while we managers can’t help but feel the tension of unexpected calls or clients wanting to “check up” on us. Honestly, too many surprise interruptions don’t just mess up our workflow. They turn the whole client relationship into a stress-fest.
But hey, here’s a better plan: staying in touch regularly keeps everything in sync. And guess what? The more we chat with our clients, the better we can figure out where to bring some extra magic or maybe pitch something new that fits like a glove.
When we go the extra mile to build a real, open relationship with our clients, it’s like unlocking a chest full of goodies. Trust skyrockets. They’re more likely to recommend us to others, pay up without a fuss, give the green light to our ideas, and even cut us some slack if things hiccup now and then.
The day-to-day tasks of Community management are demanding and versatile:
- Gathering raw yet valuable feedback
- Managing buyer complaints
- Building relationships with other brands
- Winning over influencers
- Initiating and managing one-to-one connections with your audience
- Monitoring keywords relevant to your business
- Quickly responding to complaints to maintain a strong reputation
- Gathering reviews and ideas from community members
- Raising brand awareness within your niche
- Boosting customer lifetime value, satisfaction, and referrals
#6 Share your knowledge and experience
Do not keep your knowledge for yourself; help others, and they’ll help you. Gatekeeping is for the weak.
When you share your experiences, you’re opening the door to new perspectives. Others might build upon your ideas, leading to fresh approaches and innovation. Sharing your expertise establishes you as a credible source. The more you share, the more people trust your insights, and that trust can translate into professional connections. Being a generous source of knowledge bolsters your reputation. People respect those who freely share their wisdom, and that can open doors for collaborations and opportunities. As you share, you also stay updated.
In essence, sharing your knowledge and experience isn’t just about showcasing what you know. It’s about paying it forward, creating a supportive ecosystem, and driving the evolution of social media management.
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Take your time to get inspired and learn
Meet colleagues and people from the industry at non-formal gatherings; it’ll be worth your while. Community management is a team effort that thrives on diverse perspectives. Instead of operating in isolation, open the doors to collaboration. Consider this: while the community management handles industry news comments, infuse fresh air by seeking the CEO’s insights for thought-provoking content. Similarly, involve someone from sales in addressing customer queries about product details and pricing.
By pooling expertise, you enrich the community experience.
#7 Streamline repetitive procedures
Community management encompasses numerous intricate tasks. When executed manually, these processes can stretch out and become monotonous. Therefore, consider automating certain aspects, such as social listening and scheduling posts. This strategic move will free up valuable time for more significant priorities. With today’s tools, it has never been easier to make the very most out of data and knowledge.
Of course, we have more tips and tricks for you. Take a look at the Top 10 AI tools for everyday marketing challenges.
#8 Less mess – less stress
Here’s where the magic lies – organization. It’s not just a buzzword. It’s the glue that holds your community management universe together. Daily and weekly to-do lists become your compass, ensuring no task slips through the cracks. Also, think of organized files and data as your treasure. It’s where you store valuable insights, engagement metrics, and content drafts. Decision-making becomes a breeze when you can lay your hands on the right data at the right time.
But the organization’s real beauty shines when navigating the professional landscape. Whether you’re working solo or as part of a team, swiftly locating that vital email thread or referring back to a successful campaign’s blueprint makes the difference between just getting by and excelling.
In a realm where multiple platforms, countless interactions, and endless content streams converge, organization isn’t just a luxury – it’s a necessity. It’s what ensures you never miss a beat, deliver consistent excellence, and foster a thriving community.
Good luck with that!
#9 Do not spam
Alright, let’s have a chuckle about the art of not spamming. Picture this: The digital world is like a never-ending buffet of information. It’s got memes, news, cat videos, and, oh, don’t forget the endless streams of content trying to get your attention.
Like being the person who insists on showing off the same vacation photos at every party. People are already trying to navigate this info-overload carnival, and the last thing they need is an unending loop of the same thing. Remember, a little wit and value go a long way in a world drowning in digital noise!
#10 Haters gonna hate
Aggressive critics will look at each of your wrong steps and react to them. Be patient, respond in time, and don’t enter potential quarrels.
Here’s Forbes’ approach on how to handle if things with haters ever went wrong.
Or maybe not? 🙂