Community management

Answering the comments, messages and mentions an account receives, in the window while they still matter.

Usually treated as the leftover half of social media, and it is where most of the commercial value sits. A comment is somebody raising their hand in public. A reply is the only part of this work that is a conversation rather than a broadcast.

Speed does most of the job. The value of a reply falls away within hours, because the thread has moved on and the person has already decided. A perfect answer the next morning is a worse answer than a good one now.

It is also the cheapest source of content a business has. The questions asked in the comments are next month’s posts, already validated by somebody caring enough to type them.

We do this

Community Management

Someone answering, every day, in your brand voice

See the service

Related terms

Social listening Watching what is said about a brand, a competitor or a subject across social platforms, including where nobody tagged you.
Algorithm The ranking system that decides which posts each person is shown, driven mostly by what that person responded to before.
Brand voice The consistent way a brand sounds in writing, defined concretely enough that two different people produce the same tone.
Carousel A post of several images or cards a reader swipes through, the format most often saved and least often made well.