What your Community Manager should be doing each day.

Community Brand Managers

Brands understand that social media plays a huge role in the overall success of their company. However time and time again brands are putting inexperienced students at the helm.

This either shows great trust or sheer stupidity. If I was running a brand, their social media person would need to have some serious experience and show a solid understanding of digital communications. This is why we consistently see brands with a major a dose of #socialmediafail

Below is a day-to-day guide of what your social media team should be doing in all the channels your brand has an active account in.

Listen, acknowledge and respond

  1. Listen as soon as you get into the office and respond to all direct mentions in all social channels you’re active in.
  2. Listen as soon as you get into the office and respond to all indirect mentions in all social channels you’re active in.
  3. Before Lunch listen and respond to  all direct mentions in all social channels you’re active in.
  4. Before Lunch listen and respond to  all indirect mentions in all social channels you’re active in.
  5. Before you go home listen and respond to  all direct mentions in all social channels you’re active in.
  6. Before you go home listen and respond to  all indirect mentions in all social channels you’re active in.
Learn more about Listening and Responding

Create content

  1. In all channels you’re active in you should be posting at least once a day. That means 7 times per week.
    – Content should either be content the brand has created or content that has been found and shared.
KPI
If you’re wondering what Facebook and Instagram KPI’s should be, read them here.

 

Social is all about brand awareness and so don’t expect it to generate online revenue. I feel due to it’s lack of instant online revenue, brands don’t pay as much respect to this medium as they should (hence hiring junior social media teams). Remember in social, your message is disrupting their day, they’re not on Facebook to buy, they’re not on Instagram to buy etc. However, Google users are searching for a solution so return from CPC should be expected.

 

Bonus Tip

Your social media team should be listening in channels they’re not active in.
Example: If your brand is not active on Twitter, this doesn’t mean you shouldn’t be listening in this channel.

I recommend listening in all non active channels at least once a day. This will help with gauging overall brand sentiment as well as highlight brand opportunities.

 

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