The social community management scene can be pretty daunting when you’re a newbie, trust me I know. It felt like being thrown into the deep end! Fortunately for me, I had a handful of patient and helpful colleagues to show me the ropes. Community Management can definitely become a challenge when you don’t know all the ins-and-outs, and I have experienced a few since starting out in this field.
1. Ask yourself the right questions about social media
The obstacles that I have come to face in my time as a Social Community Manager have always been unexpected, especially since the only reference I had as a beginner came from using my personal social media accounts – VERY different when it comes to managing an account for a large client. You need to keep asking yourself the following questions; What can I do to attract new followers for my client? And most importantly, how can I maintain the followers we already have?
2. Keep them coming
Attracting new users on social media can become a difficult task, but this is were planning and preparation comes into play. The way we plan our social content is by creating shared content calendars with our team to share ideas. Only the best ideas make it into the final schedule, of course. We need to make sure that the content that ends up on your feed is eye catching, engaging and shareworthy! We want to make sure that your followers keep coming back for more and are eager to share and discuss your content. Sounds like a lot of work? Don’t worry, we have you covered!
3. Remember that your followers want to feel important
This brings me to my next point; maintaining the followers that we have aquired. We ensure that whenever someone engages with your content, that we create a presence by interacting with them. After all, each follower is an individual person with a different personality and it is our job to make sure that they feel important. This can be a very up and down experience the more you involved you become with the community. Prepare yourself – things are about to get weird. I’ve had some very *cough* interesting chats with followers who message brand pages privately and just want to chat. I don’t mind it though. This way I can’t ever say that my job is boring, haha.
4. Constantly remind yourself to chill out
We need to review all engagements and assess the tone of each followers interaction in order to give the correct response. One thing I learnt the hard way is that you won’t always receive positive feedback, which makes it difficult at times to keep your cool. But we power on! We need to be cool, since we are now the face of the brand. Times like these are great opportunities to change our followers sentiment towards a brand. Social media superheroes to the rescue *Cue my theme song* We know just how to keep our cool, though it can be harder than it looks. We take a massive amount of pride in our work (I am very guilty of this) and it can prove difficult avoid taking things personally. A great tip to remember when dealing with upset users is to treat them as your best friend. They just want to be heard after all, and user feedback is a very valuable asset to a brand. Listen, sympathise and give solutions.
5. Find a balance
Social media is a 24/7 community, constantly alive and buzzing with enthusiasm on a variety of different topics. So we need to be ready to react at just the right moment. Timing is EVERYTHING. Us social media managers need to find ways to be flexible. Luckily for us we have a few tricks up our sleeves on how to manage our time and your brand efficiently.
Doesn’t sound like your cup of tea? That’s why we are here! Some of these challenges are temporary while others I often experience on a daily basis, but I find that every challenge presents an opportunity to improve, so why not tackle it head-on? They make my job interesting after all!
Written by: Carley Kaupang
Bio: Carley is a Community Management Administrator at BPD Advertising and has been with the agency since May 2018. ‘A comfort zone is a beautiful place, but nothing ever grows there’. This is a favourite quote of hers, as she believes that you will never find new ways to improve yourself without testing your boundaries. She is quirky and loves to daydream! She takes pride in her ideas (but who doesn’t) and loves the way that community management allows her to learn new things on a daily basis.