Media Intelligence: 7 Steps to Manage Community Management

We’ve prepared a list of recommended practices that every firm should follow based on our first-hand experience working with leading brands and community managers.

Make a set of rules for the brand’s community

You’d always want an accurate and precise representation of your company, its principles, and its culture. This guarantees that your brand is presented to your community in the best possible light. As a result, you must create a community guideline for all stakeholders, from the internal team to the members.

Depending on the community goals, the way you build and apply your community guideline will alter. However, there are several common elements that a community manager should adhere to:

To begin, write a paper outlining your ideas for bringing the members together, communicating with them, and producing stuff. As your town grows, this will change. On your community website, create a page that lists all of the rules. Then, by clearly displaying the guidelines and making them a part of onboarding, you may introduce the members to them. Create a system for your internal personnel to communicate any major community issues to the right people. That way, problems can be rectified quickly.

Maintain contact with your members

Regardless of the type of community, you’re creating, make sure you’re keeping an eye on the pulse. This can be accomplished by checking in with your members regularly.

That way, you can keep your community relevant to its members while also ensuring that community operations run efficiently. When members want assistance, they should receive the appropriate assistance.

Be Sincere

When dealing with any type of culture, you must maintain authenticity. When clients, supporters, followers, and leaders join your community, they should recognise that it mirrors your branding and messaging tone right away.

Whether you’re behind a computer or in a real-world community, it’s critical, to be honest, and genuine. At the end of the day, you want to foster a sense of belonging among the group’s members.

Capture the customer’s voice

Because community management entails a considerable lot of constructive involvement with stakeholders, listening is crucial. Understanding the Voice of Customer will be crucial in enhancing the value of the community, whether it’s through social listening, frequent analysis of your discussion forum, or reacting to diverse input.

Actively listening to comments, keeping members informed, and closing the feedback loop demonstrates that you genuinely care about them. This establishes the trustworthiness of your community!

Demonstrate compassion

Gratitude is an important aspect of keeping a healthy community. You and your community members can develop trust and brand loyalty. It also demonstrates that you value their time and brand loyalty.

Some members of the community are already among your most devoted, helpful, and loyal followers and customers. Depending on the type of community you’re operating, you can use the following strategies to make sure you’re demonstrating thanks when it’s appropriate:

As soon as a new member joins the community, connect with them. Thank them and inquire about their expectations as well as how you can improve your service.

Be informed of who the community’s major contributors are. You can send them promotional items, unique benefits, or a shout-out for being amazing.

Invite your company’s superusers and brand ambassadors to visit your team in the office and demonstrate how everything works.

Maintain consistency in your brand messaging.

We’ve already talked about the significance of authenticity and the importance of actively listening to your community’s customers. This contributes to your community’s uniqueness and keeps the community at the forefront of your stakeholders’ minds. Make sure that everyone in your community recognises the brand identity, regardless of how big it is. As a result, you’ll be able to create a consistent narrative across all interactions, communication, and content.

Connecting your community goals to your organization’s business goals and/or partnering with other departments are two important ways to make this process run more smoothly. It will streamline your messages and urge you to stay true to your brand’s essence.

Maintain community involvement.

You want to keep your audiences engaged, which requires ongoing iteration of different content formats, engagement strategies, and clear member activity metrics.

Work with your team and superusers to come up with new methods to engage your members. By implementing an omnichannel community engagement approach, you can keep your members informed.

You’ll also include members as soon as they sign up, and you’ll continue to learn more about your users’ motivations for joining and their expectations from the community.