5 Tips for Good Community Management

A strong community becomes a place where customers interact not only with the brand, but also with each other. The best brands have killer community management strategies. This article explains the top 5 tips to help you better manage your community across all channels.

Plan, Plan, Plan

People plan their meetings, their gym sessions, their tasks in general, why not just plan the content, then? Planning weeks or even months in advance gives you the ability to readjust your posts if needed. Set up your content calendar and approval flows. If you are doing the content alone, make sure there are no errors. Stay consistent and relevant. Planning your content ahead will help you to see the overall impression. Try it! It's satisfying.

Scheduled Posts on Facebook

Represent Your Brand Identity

Are you a real estate agent, owner of a flower shop or a barber? Representing your brand or business does not mean you should be boring. Be entertaining, so your audience feels good as part of your e-company. Give them valuable information, call them to action so they engage with you. Be consistent and you will become memorable. If it is not in your brand identity to behave cheeky, as for example, Netflix does, find another way to communicate in a friendly and engaging way.

Outstanding Netflix Tweet

Track Important Metrics

As mentioned above, the realtor, the barber and the flower shop owner should not be boring. But they can have different social media goals. The realtor might be looking for new leads, because they don't want to be dependent on one channel like Zillow. The barber needs more customers and the florist needs to be in the minds of all the guys who live near the shop, so once their special lady has a birthday, they know where to buy the best flowers! It can be difficult to determine how your efforts have contributed to sales and leads directly. Instead, it’s better to determine how you define your own success, depending on your goals.

Think about these points below:

  • Traffic: Is your community on your website? Do you see growth over time? Where is the traffic coming from? 
  • Engagement: How many people are coming to your page versus those actually engaging? Which topics are they engaging in most often? This may determine your future questions, content and discussion starters. 
  • Members or customers: How many new members do you get every week and how many do you lose? Is this consistent? If there was a drop or growth, find what caused it!

Use The Data You Collected

Analyse your posts, interactions and the feedback you get from your audience. Then OPTIMISE! You are the one who knows the data and your customers best. The value of data cannot be understated - you’ll end up with happier, more loyal customers, as well as more easily converted leads. Use the advantage!

User Generated Content

People trust other users' experience more than the companies themselves. Did you know that reviewed product's chances to be sold are 80% higher than one without any review? Positively reviewed, obviously.

Social media is all about interaction, sometimes the best content will come from your audience.

This is User-Generated Content, or UGC. It is amazing because it is authentic, and reflects what your customers think about your brand and… it's free. It will show your customers' experiences, and it drives the conversation forward in ways that you won’t be able to do by yourself. It is the gate to engage with people and get closer to them, making your brand feel more personal and approachable. UGC can be anything e.g. posts or tweets mentioning your brand or reviews. 

Two examples of UGC campaigns:

1. Calvin Klein asked its fans to fill in the campaign line “I_____in #MyCalvins.” Thousands of their followers took photos and posted their briefs, making the campaign go viral. In just a few months, over 500,000 photos were tagged on Instagram. Brand awareness: overloaded. Very clever :)

2. TVNZ teamed up with World Vision to increase awareness around the 40 Hour Famine challenge and show support, while raising funds for the people of South Sudan, who were affected by extreme drought. Using the hashtag #40hfnz and sharing photos (with their hands outstretched) on social media, participants voiced solidarity. A nice project, isn't it?

Instagram Post (Calvin Klein)
Instagram Post (40 Hour Famine challenge)
Everybody wants the response. And everybody wants the answers quickly.

Or even instantly. Do care about your response rate and response time. It might seem that people take it for granted, but it really makes the user experience unique and enjoyable.


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Key Takeaways

  • Stay consistent and relevant.
  • Plan your content ahead of time.
  • Tracking metrics helps you validate your effort.
  • There is always space for improvement.
  • A positive review of your product/ service increases the chances of a sale by 80%.
  • UCG is a free way to increase your reach and interact with your audience.

This is a great source of positive and authentic reviews and it is also an opportunity to build a relationship with your audience. 💙

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What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.