Community Managers serve as the face of your brand, they liaise between a brand and its audience. They embody the tone and voice of your brand through digital engagement to build a strong brand presence and trust in online spaces. Think of them as the first line of defence as they stay on top of questions and conversations – they provide a hands-on moderation within the community.
As part of your digital efforts, community managers play an important role in your marketing activities. The team within this role is responsible for managing and handling your online communication. They engage and deal with your audience on a daily basis, which gives them the opportunity to pick up on any negative or positive feedback regarding your brand.
Let’s unpack the most common mistakes that should be avoided when dealing with online communities.
Avoid These Community Management Mistakes:
- Not Answering to Comments: Failing to respond to comments from your audience is a critical mistake. When comments, questions, or feedback goes unanswered, it shows a lack of interest or appreciation for the audiences’ contributions. This will lead to frustration among people who seek engagement and meaningful interactions. Effective community management involves actively participating in conversations and acknowledging the voices of your audience. Timely responses can foster a sense of connection, build trust, and encourage ongoing engagement. Responding on time may increase your customer satisfaction and show that you value your customer’s feedback.
- Grammar Mistakes: Grammar and language errors in your communication within the audience can have a detrimental impact on your professional image. Such mistakes can make your messages less clear, potentially causing misunderstandings or confusion. Additionally, they can erode your credibility, as they might convey a lack of attention to detail or professionalism. To avoid this mistake, proofread your posts and responses carefully, and consider using grammar-checking tools.
- Robotic Response: Responding in a robotic or automated manner can make interactions feel insincere and impersonal. People appreciate genuine and human connections, so automated responses or overly formal language can be off-putting. Community managers should aim to establish authentic and relatable interactions. Personalising responses, showing empathy, and injecting some personality into your communication can go a long way in creating a welcoming and engaging community atmosphere.
- Taking Things Personally: Emotions can run high in online communities, and community managers may encounter criticism or negative feedback. Taking such criticism personally can lead to defensive responses, conflicts, and a breakdown in trust. Instead, community managers should approach criticism professionally and constructively. They can acknowledge valid concerns, address them transparently, and work collaboratively with community members to find solutions. This approach not only diffuses tensions but also demonstrates resilience and maturity in managing the community.
- Disempowering Your Community Managers: Your Community Managers are often the first point of contact with your audience. They have access to valuable audience insights and possibly exposed to opportunities that can improve your brand. This feedback should be shared with other departments or decision makers inside the organisation to leverage on customer feedback. When your community managers are disempowered, the brand may miss out on information through this critical feedback loop resulting in missed opportunities.
Key Take Away
Community management is a multifaceted role that requires effective communication, empathy, and a commitment to fostering a positive community environment. Avoiding these common mistakes ensures that your brand can build a strong, engaged community that benefit both the organisation and its members.
How Can We Assist
Our decade-long experience in community management, combined with a commitment to 365-day monitoring and a tailored response matrix, places us in a unique position to guide your brand. From leveraging state-of-the-art community management tools to expertly navigating regulated industries, we’re more than just service providers; we’re partners in your brand’s digital journey.