When it comes to social media, content is key. But there's a lot more to social media marketing than just content creation. One aspect of social media marketing that holds extreme value is Community Management. Far too many people group Social Media jobs into one job when in fact a Social Media Team has many specific jobs, Community Management Support Team is just one of those pieces. Alamo Digital Agency in McAllen is a Digital Marketing Agency that has seen its fair share of Community Management with the pages we manage.
Ok, but what is Community Management? Why is it important? And how can you get the most out of your Community Management strategies? Today we will answer all of these questions and more so let's not waste another minute:
What is Community?
When we talk about community in everyday life, we are talking about the people around us in our immediate surroundings. But when we speak about social media, our community branches out much further than that. Your community may include people from around the world, from different age groups, and from different social media platforms like Facebook, Twitter, or Instagram. Your community consists of all of your followers within these platforms, as well as your target audience. Anyone who interacts with your brand can be considered part of your community.
What is Community Management?
When it comes to Community Management, it's important not to confuse it with social media marketing. Social media marketing involves the tools that are used to promote and distribute your content to your audience. Community Management is everything that extends beyond that. It's your customer service, your interaction with your consumers, and your presence on your social media pages.
There are four key aspects involved in community management on social media :
Monitoring conversations about your brand
Engaging in conversations about your brand or on your social media pages. This can include starting conversations and discussions and proactively engaging with your followers.
Moderating comments. Unfortunately, not all consumer comments are positive ones. It’s important that you know how to handle and troubleshoot customer complaints.
Measuring feedback on your brand to analyze how people perceive you so that you can improve your brand in the future.
- How to use Social Media
Why is Community Management so Important?
Community management is key to protecting the reputation of your brand. Good management can build your consumer base and bring new buyers to you, but bad management can damage your brand and lead consumers to go elsewhere. This is why managing negative comments is so essential to the success of your social media campaigns. So how do you manage negative comments? Here are some tips:
Don't’ delete it. Deleting negative comments will be your first instinct, but you shouldn’t do it. Firstly, negative comments make you look more authentic. If all of your comments are positive, people might start to question the authenticity of them. Secondly, if you delete all of your negative comments, your audience might start to wonder what you are covering up. It’s okay to have some negative comments too, so leave them where they are.
Respond immediately. Since you aren't deleting your negative comments, you want to respond to them as soon as possible. Word on the internet travels very quickly, so responding within a few hours is of utmost importance.
Set the tone. When a customer replies with a negative comment or feedback they may be angry, frustrated, and may even come off as aggressive. But remember you set the tone for your own brand. Respond with a pleasant and positive tone to set the atmosphere and offset any negativity and aggression of the comment.
Plan your response. Negative feedback should be responded to with positivity. Instead of becoming upset by the feedback, use it to improve your business. Offer a genuine apology and explain to your consumers how you intend to improve on this aspect of your business in the future. You may also want to provide the complainant with a means of making things right. Perhaps you will offer them a discounted product, a refund, or some other type of benefit.
Hiring a community management team
Community Management is an essential part of your social media campaign. With that being said, it can be a lot of work. Community Management requires ongoing monitoring and interaction with your consumers and can take up a lot of time. If you don't have the time to put into Community Management, you may want to consider investing in a community management support team. A support team can help to monitor your strategies, and find ways to improve on Community Management in the future. Ned help? Contact Alamo Digital Agency in McAllen, a Digital Marketing Agency that helps Businesses with 250+ Employees to Local Businesses alike.
- How to leverage Brand Equity.