May 20, 2021 | By:

4 Social Media Community Management Tips for Better Customer Connection

Social media marketing involves more than just creating and publishing content. Essentially, social media is all about building connections and cultivating a sense of community, and this is where community management comes in.

What Is Social Media Community Management?

Community management is often confused with social media management, but each has its own special role in contributing to the overall success of your marketing strategy:

  • Social media management is focused on representing and promoting your brand
  • Social media community management, on the other hand, is focused on developing your brand’s online community

Community management involves the following activities:

  • Engaging: Proactively engaging to comments and keeping conversations alive with current and prospective customers, as well as influencers and other brand advocates.
  • Monitoring: Listening to conversations about and/or relating to your brand.
  • Moderating: Removing and/or handling comments and conversations that might be harmful or are irrelevant to your brand. May also include responding to negative comments and complaints.
  • Tracking: Monitoring and analyzing keywords used in conversations relating to your brand, as well as audience sentiment.

4 Social Media Community Management Tips for Your Business

1. Proactively engage and respond with your audiences

Two key things come into play when it comes to audience engagement: being proactive and being timely.

As a community manager, make it a part of your daily tasks to check comments and respond accordingly in a timely fashion. Additionally, make an effort to listen in to conversations and mentions of your brand outside of your own circle. This gives you more insights into how people—non-followers included—feel and think about your brand.

Using social listening tools, such as Sprout Social, Buffer, and Hootsuite, can help automate this step for you.

2. Regularly moderate comments

Another crucial role of community managers is moderating comments. Check your comments daily and weed out spam-like comments while also removing/blocking bot and fake accounts.

Leaving spam comments unchecked on your social pages may give off the impression that you don’t care, which could harm your brand’s reputation. Even worse, if these comments contain malicious links, any adverse interactions can be associated with you. Additionally, internet trolls could botch your brand message and the conversations around your brand.

The good news is that most mainstream social media platforms have built-in content moderation tools, such as Facebook’s Comment Moderation Plugin and Instagram’s API for Comment Moderation.

3. Promptly respond to customer complaints

Social media has evolved to become a customer service platform for consumers. How and when you respond to customer complaints and negative reviews on social media could make or break your brand reputation.

The key here is to provide prompt responses. If resources permit, it’s ideal to respond to complaints within an hour, as 72% of social media users expect this. If not, at the very least, ensure that you respond not more than a day after the comment was posted.

However, it’s important to note that not all negative feedback warrants a response. Spam or fake reviews are best reviewed, which leads us back to our previous point of regularly moderating your social media pages.

Additionally, for very irate customers or for issues requiring personal information from the customer, the best approach is to acknowledge publicly but resolve the issues privately.

4. Closely work with the social media managers

Lastly, remember that social media management and community management is a collaborative effort.

As a community manager, you get to interact closely with your audience on the daily, giving you more opportunities to learn more about their interests and concerns. Track and monitor the responses you receive from your audience. Take note of the keywords they use, as well as their general sentiment towards your brand.

Doing so helps you and your team fine-tune your social media strategy and adjust your tactics accordingly.

Harness the Power of Social Media for Your Brand

Social media is a powerful platform, both for consumers and businesses alike. The challenge is that creating content and managing your community can be time-consuming, especially for businesses that are just starting out on their journey.

If you need help with any of your social media marketing and community management needs, Ilfusion can help you. We have the professional experience, the right people, and the tools to help you fully harness the power of social media for your brand.

To get started, call us at 888-420-5115, or email us at creative@ilfusion.com.

Tags: , , ,

Categorized in:

Featured Articles

February 1, 2018 | By: Ilfusion Team

How To Start an SEO Campaign in 6 Steps

Starting a Search Engine Optimization (SEO) campaign can be tricky for any digital marketer. How do you begin? What is the most important element to implement? How do you know if it’s working? Don’t be overwhelmed, though. Starting an SEO... view more

September 26, 2017 | By: Tinny

5 Signs You Need to Hire a Marketing Agency

Marketing is a crucial part of your business strategy. It’s what keeps the gears turning and the driving force of your company’s sales. For small businesses, marketing is important in getting the word out there that your company exists and... view more

September 21, 2017 | By: Tinny

Key Advantages of Video Marketing for Your Growing Business

There has been a rise in the use of mobile devices to access the internet, and there are no signs of it slowing down anytime soon. In this era where most people thrive on living on the go, video marketing... view more

September 13, 2017 | By: Tinny

5 Things You Need to Know: Image Optimization for SEO

If you’re a company whose content strategy relies on images, or if your business blog is image-heavy, it’s high time for you to think about optimizing your images for SEO — if you haven’t done so already. While there isn’t... view more

August 2, 2017 | By: Tinny

Tips on How to Choose the Best Keywords for Your Website

Not sure on what keywords to use? Read more on how to search for the best keywords for your webpage. When you have an SEO or PPC campaign, it all starts with one basic element: keyword research. Keywords are the... view more

July 26, 2017 | By: Tinny

Top 3 Search Ranking Factors You Should Know About

Read more on what it takes to improve your search engine ranking. Landing on the first page of Google’s search engine results is one of the ultimate marketing goals of many website owners. While Google is keeping mum on what... view more

June 28, 2017 | By: Tinny

The Importance of Social Media in SEO

Here’s why you need social media for your SEO. Nowadays, social media has inarguably become an indispensable tool in any marketing strategy. SEO, of course, is also one of those tools that have evolved with the many trends and changes... view more

April 27, 2017 | By: Tinny

5 Ways to Dominate Google’s Search Results in 2017

Here’s how to place your website at the top of search engine results. Creating a website that doesn’t rank well in Google’s search engine results page (SERP) doesn’t translate well to your overall business effort. In recent years, Google has... view more

July 2, 2015 | By: The Conductor

Let’s talk about “The Fold”

We hear it a lot; client feedback that is focused on what content is and is not “above the fold”. To be perfectly honest, this old newspaper term can be a cause of frustration when it comes to good user... view more

June 3, 2015 | By: The Doctor

The Turbit

This crazy ol’ world of ours is spinning faster and faster everyday. Not literally, as we would all be slung to our spacey-doom. I mean figuratively we are all moving more quickly and filling every moment with some bit of... view more

May 6, 2015 | By: Ilfusion Team

How Your Website Can Survive Mobilegeddon

Think your website is mobile friendly? Think again. Google’s new functionality changes have created a frantic need for websites to be optimized for mobile. Mobilegeddon is upon us, and your website could be at risk. See infographic below.

April 23, 2015 | By: El Jefe

Website Cost: A Day at the Ballpark

A question that I get on a regular basis (read: every day) is, “How much will my new website cost?”. To which I typically say something like, “Well, that varies based on the amount of work that’s required to complete... view more

April 7, 2015 | By: The Inventor

Are you a Webspammer?

SEO practices are very different today than how they were even just a few years ago. The number one key to ranking well in search engines today is to create unique quality content. First post it on your website or... view more

March 25, 2015 | By: Ilfusion Team

Social Media Happenings

Ilfusion loves to bring you news on the newest social media functions and trends. Recently, there have been three major happenings in the social media world. Meerkat, a new app that has risen to fame due to the 2015 music... view more

March 12, 2015 | By: The Conductor

The Big Picture

Whether you’re laser-focused on a specific project, or taking a comprehensive approach to your marketing efforts, one aspect doesn’t change: always look at the big picture. Companies often shop at least a few agencies when they’re considering engagement with an... view more