7 Mistakes to Avoid in Social Media Community Management PDF

Social Media Community Management 7 Mistakes to Avoid in SM Community Management  7 mistakes to avoid in social media community management A business’ social media presence and brand identity are one and the same, Research has shown that overwhelming 80% of customers expect companies...

Social Media Community Management 7 Mistakes to Avoid in SM Community Management  7 mistakes to avoid in social media community management A business’ social media presence and brand identity are one and the same, Research has shown that overwhelming 80% of customers expect companies to interact with them on social media, 68% see social media platforms as direct line of communication with brands, Community management is a strategy for engaging with consumers in online spaces, It is no longer just enough to use social media platforms to broadcast information about products and business developments,  7 mistakes to avoid in social media community management Shoppers are increasingly seeing social media platforms as an expression of a brand’s personality, an educational tool and a means of contacting customer service, Brands must therefore avoid the following pitfalls in order to stay afloat the competition and remain relevant: 1. Being antisocial on social media –  SM is a conversation tool not a billboard therefore building a community of brand loyalists requires two-way communication;  In the same way that it feels easy to talk to friendly people, the way a brand engages with its audience early online will determine whether they feel comfortable or otherwise in taking the next step;  A brand’s social media presence is valuable proof that the brand is helpful, approachable, and responsive if any issues arise – thank your followers, troubleshoot complaints and concerns and be available.  7 mistakes to avoid in social media community management 2. Forgetting a call to action (CTA) – People do not like talking to someone who only talk about themselves, Undiluted self promotion is off-put for consumers and it is an ineffective way of converting new consumers, Think about the short and long term goals of the brand; Example, what do you want the audience to do next? How do you want your audience to feel after your interactions? Mostly, to keep the interaction going is to create an opportunity for potential customers to respond,  7 mistakes to avoid in social media community management 3. Just monitoring comments and notifications – Monitoring only notifications about your brand may cause you to miss out on crucial community conversations, Keep taps on industry hashtags and keywords to learn more about what people are saying, not necessarily to your brand but about your brand, It helps in being aware of industry sentiments, and helps to discover opportunities for progress,  7 mistakes to avoid in social media community management 4.Deleting or hiding negative comments – The saying that all publicity is publicity holds some truth, Disparaging social media comments may not feel good, However, they are signs that a brand’s audience is ready to engage, It is very tempting to delete negative comments, but this act is ill- advised, Instead, turn negativity into an opportunity to educate your audience, demonstrate empathy and open lines of communication, If a comment is inaccurate, provide a detailed response that includes resources which would clear misunderstandings, If it is about a bad experience, do not be combative, acknowledge the comment and offer to resolve the issue off social media,  7 mistakes to avoid in social media community management 5. Taking too long to respond – Do not leave your audience hanging – today’s digital consumer is short on patience, Especially when people are taking a chance on a new product, they expect fast and quick response and resolution to their problems, Even if a brand presents a perfect solution to a potential customer’s problem they would move on quickly to other brands if they feel ignored, Different industries and their expected duration of response, However, a response must not exceed 48hours,  7 mistakes to avoid in social media community management 6. Chasing Trends – Be careful about chasing trends, A brand’s social media presence should always be consistent with the rest of branding, Although Tiktok challenges and X hashtags may seem like a fast route to gain more following, use them only if they are a fit for your brand’s unique personality, Do not copy and paste responses, instead keep your interactions fluid and organic,  7 mistakes to avoid in social media community management 7. Isolating your social media learning – Social media learning do not happen in a vacuum, Social media is often an underutilised data gathering tool, Learn from the interactions – what are the audience asking for? What compliments do they give you? What would they like to see more often? Where are you falling short?