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Community Management Tips and Best Practices from Social@Ogilvy.

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Community Management Tips and Best Practices

  1. 1. Community Management Tips and Best Practices
  2. 2. Community Management Tips and Best Practices Create Posts visual 1 Include assets for increased engagement. Images catch the eye of Facebook users scrolling through their newsfeeds on both their computer and mobile device.
  3. 3. Community Management Tips and Best Practices Use a set of eyes second2 Ask someone near you to review your Facebook post before hitting the “send” or “schedule” button. Even if your content calendar was reviewed, you can easily copy something incorrectly or miss a small edit if you’ve stared at your own post too long, yourself.
  4. 4. Community Management Tips and Best Practices Concise posts are typically easier to digest, especially as more Facebook users check their feed from their smartphones. Many of our clients try to keep posts around 50 words. Keep it brief3
  5. 5. Community Management Tips and Best Practices What’s going on in the news? If a popular viral story seems like a natural fit for your brand, don’t be afraid to hold a quick brainstorm to identify engaging content that is both timely and relevant for your fans. be nimble 4
  6. 6. Community Management Tips and Best Practices Social media moves quickly, and so should your brand. Respond to your fans quickly, and if you don’t have an easy answer for them, let them know that you’re looking into it and will get back to them. Respond to your fans quickly 5
  7. 7. Community Management Tips and Best Practices This goes well beyond demographics. Historical context can go a long way toward relationship- building. Remember to inject personal touches, and your advocates are the first to come to your defense when you need them (and you will). Know fans thy 6
  8. 8. Community Management Tips and Best Practices In the age of social media, you’re competing with brands even if you don’t know it yet. Your customers get near immediate customer care responses from @ TWC (client). Coca-Cola (client) is asking for their best moments and featuring them. What are you doing? Live to serve 7
  9. 9. Community Management Tips and Best Practices Before you promote the $50,000 your brand donated to cause X, think about how that will be received by your fans. Does it make sense for your brand voice? And whatever you do, don’t hold money hostage for Likes or other engagement. Donate to donate 8
  10. 10. Community Management Tips and Best Practices Moderate in moderation9 Establish a set of guidelines to make even the newest members of your social sphere comfortable to engage with you. One of our clients even posts a pie chart each month showing the percentage of comments deleted and why in case violators have questions.
  11. 11. Community Management Tips and Best Practices be “The truth shall set you free.” 10 “The truth shall set you free” should almost always be the mindset for brands on social media channels. Avoiding questions or lying about certain situations will only fuel the fire. It’s important for brands to not be afraid of honesty and to try getting in front of the issue before it boils over. (Each circumstance is different. See our Crisis Management Playbook for more insight.)
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Community Management Tips and Best Practices from Social@Ogilvy.

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