When someone comments on your Facebook post or quote tweets one of your tweets on Twitter, liking their post or commenting on it is a great way to boost your social media engagement and foster a brand voice that is approachable and relatable.
Community management acts as the first hands-on touch point for users, and can set the tone for future interactions. Your organization should tailor responses and react in the right tone, timeframe and intensity to each post.
Here’s a quick guide on different types of comments and how to engage with them:
Good things example
Toeing the line/tough question example
Community Management Tips and Tricks
Community Management Best Practices
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Set specific times to Community Manage. Let your fans know your hours in the About Us portion of your profiles.
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Don’t engage trolls. It’s never worth it.
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Know your emergency squad. If something goes wrong, make sure your platform team knows who to go to, and has their contact information for off hours.
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Take it off the feed. For more complex customer service requests, take the discussion into direct messaging.
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Hide vs Delete. Hiding a comment on Facebook allows it to be seen by the poster, but not the public. Makes moderating less contentious.
Have questions or need help with a specific post? Don’t hesitate to reach out to Service Year Alliance’s social media and community management team at [email protected].
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