The importance of community management

Grace Shelley
Senior PR and Marketing Executive

The importance of community management.

Social media is a key tool in any brand’s marketing strategy, but it doesn’t begin and end with the all-important regular Instagram posts. A key tool that many companies are missing is community management. You could be posting twice a day for a year, but if you’re ignoring customer comments, messages and shares, your brand trust and engagement could suffer as a result.

“Consumers are 77% more likely to increase their spending with brands they feel connected to, up from 57% in 2018” Sprout Social, 2023.

So, what is community management?

Around social media, we use this term to refer to the ongoing conversations and nurturing of your follower base. This could be through placing yourself in conversations where you think your brand has something important to say, replying to customer questions in your DMs daily or simply following accounts and people you think your brand should sit in the same circles as.

Of course, the content you produce and publish is extremely important, but managing your community and nurturing your followers is a surefire way to improve your brand awareness, discoverability and engagement across all platforms.

In today’s social media environment, active accounts are sprinting ahead with customers doing the leg work. With big names paving the way in brand tone and community management, such as Oatly and Ryanair, there are some simple tips and tricks to make sure you are coming out on top.

- Working across all (relevant) platforms
- Managing multiple platforms at once
- Don’t be afraid to answer difficult questions and concerns
- Staying up-to-date on network updates and trends in your area of expertise
- Being transparent with your audience
- Continuously participating in relevant conversations and connecting with the right people

Joining in conversations on your feed builds organic amplification and hype around your brand. The key to getting your name out there is to stay true to your brand or business’s stance and tone of voice when you’re out and about in the social media world. The comments are your campaign, this could be the first time a potential customer sees who you are - the ultimate subliminal marketing tool.

If you’d like to know more about the power of community management and how it could elevate your business, speak to our expert team today. Call us on 0114 312 2075 or send us an email at [email protected]