As social media marketing increasingly becomes etched into the modern digital marketing landscape, so is the importance of maintaining your channels. So many businesses create social media content for their pages and use the “ set it and forget it” mentality. When it comes to running a successful social media business page, business owners and marketing professionals need to consider how important it is to not only create great content for their channels, but to also communicate and interact with their audience.
Do you respond to people asking questions and commenting on your social media pages? If you respond to these questions, then you are performing the art of community management. As a social media community manager, it is important to play the role of leader within your industry. People are following your page for a reason and in order to peak the interest of your followers, you should consider the these two major factors:
So you just added a new Facebook fan or a follower on your Twitter handle, now what? As a community manager, you want to engage your audience. Think of your social media page as a conversation tool to inform and educate your customers about your product or service or to share useful advice with them. This is where response is key. If someone asks a question or comments on one of your posts, even if you do not have the answer your fan or follower is looking for, you need to send them a response. If you don’t respond to your audience, they will think that you do not care about your community and eventually disengage. Disengagement will invite them to lose interest in your page. The rule of thumb is to allow no more than 24 hours to go by between your audiences’ posts or comments and your response.
2. Reputation is Everything
Another key point to think about with social media community management is reputation management. Also as a community manager, you will need to make sure that people are not getting out of control on your channels. Social media allows people the freedom to say what they want, which sometimes, can be a thorn in the side of your online reputation. Keeping an eye on what people are saying on your page(s) is important when keeping your brand free of profanity and other negative commenters. When someone sends a nasty message that is blatantly bashing your brand, get to the bottom of their issue. If the bashing continues, simply ban them for your page altogether.
Taking on the role of Social Media Community Manager within your business can be a very rewarding opportunity. At the end of the day, your social media pages are there to both inform and serve your customers.
Learn how to get the most out of your social media efforts and attend our complimentary February 27 webinar entitled “An Introduction to Content Marketing, SEO and Social Media Marketing.”
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