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
Set specific times to Community Manage. Let your fans know your hours in the About Us portion of your profiles.
Don’t engage trolls. It’s never worth it.
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.
Take it off the feed. For more complex customer service requests, take the discussion into direct messaging.
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 firstname.lastname@example.org.