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Questions to Ask When Managing a Community

Managing your company’s community, blog or social networking page can be a daunting task.  As a community manager, you’re often responsible for balancing the needs of your members or subscribers with those of your organization, providing a consistent user experience, monitoring news and trends, posting engaging content, moderating content from others, measuring progress… The list goes on and on.  Here are a few tips, with thought-provoking questions below them, that should help you think through your community management strategy:

Define Roles and Responsibilities

  • How does having a community, blog or social networking page fit within or help advance your company’s strategic business goals?
  • Do you have the time, talent and resources to manage your community well?
  • What behaviors do you want members or subscribers to exhibit, and what can you do to help them get there?
  • How are you measuring success?

Be Consistent, but Add Value

  • Does your community offer a similar user experience with your website, collateral and other materials?
  • Is the tone and voice in your messages consistent?
  • What are you doing to add value and encourage a two-way dialogue instead of just posting one-way marketing messages?

Identify and Leverage Community Leaders

  • How often do you just say “thank you” to your members or subscribers?
  • What’s the best way to incentivize increased engagement?
  • How are you positioning your community as a resource?

Nuffer, Smith, Tucker has been managing communities for more than a decade, before the term “social media” was coined.  While we may not have all the answers to these questions without getting to know your organization and its key stakeholders first, we’d be happy to share our insights and ideas and work with you to make your community the best it can be.

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