Community Management is a fresh- baked trend in the modern digital world. Newly emerging and rapidly developing Social Media services bring some new opportunities for communication. Nowadays, they present the platforms both for private communication and for the communication of brands with their customers. But the participants remain the same — ordinary users with their own tastes and preferences. One of the most effective ways to attract new audiences became the creation and maintenance of thematic groups, where the lead role is played by a professional in the field — a Community Manager. Why is it essential to have a community manager by your side?
Special interest communities come into being in Social Networks here, there and everywhere, really. Online Gamers Communities, Clubs of Motorcycles owners, reading societies at a pinch.
For a group to remain engaging, agile and popular, it is badly in need of a person who will do the following every day:
- chat with users in real time;
- feel the audience, identify problems at the initial stage (a strong sense of empathy is required);
- assist subscribers, I mean all-round support ;
- give effective advice on the goods and services of the company;
- provide feedback management;
- pick up interesting content.
Increase the number of members of your community and involve them in communication, upholding, besides the classic SMM tools, the principles of community management. "Entry barriers"
A closed group gives a sense of elitism and exclusiveness. The entry barriers can be erected in other ways — by registration, confirmation of purchase. But, please, do not go overboard! Still, attracting an audience into a closed group is more difficult. "How-do-you-do"
Greet each new member personally and introduce him or her to the rest of the group. It is not necessary to become friends for life, because the community may have a million subscribers, but a personal greeting, at least through the automatic mailing list, never killed nobody (like a little party.)
Sometimes you can put the cat among the pigeons, it will boost the activity. Regularly send private messages to the "passive" audience. "Snowball content"
Once the community is established, the main content provider will be the community manager. Ask for help from other employees or hire people to feign exciting discussions. Just do not take your subscribers for jolter-heads — they will immediately feel the "sour game". When the user-generated content will be quite a lot, there may enthusiasts appear who will assume your burden — do not resist, let it go. Brand updates
Put it nicely!
Tell people about company news, novelties or some important corporate events in a light and informative way. That way they will be noticed not only by loyal brand customers.