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Community Management

Community Management by wunder media

When interacting online was just starting to become the norm and forums were still more popular than the first social networks, that was when well-planned community management first became necessary. The communities which formed based on common interests already needed a moderator to monitor discussions and intervene if problems arose. Even if the job seems to have long given way to social media support, true online communities outside of Facebook and other networks still exist today. They’re still an opportunity for ongoing community management to build a loyal community to enhance your online presence in many ways.

The unexpected Job of Community Management

Sometimes an online community is found precisely where it is systematically overlooked. Since the first news websites started introducing a comment function, the functions of many comment systems have become quite extensive. A permanent user name, a personal profile page, and the option to directly message other users often even resulted in a community where all of the regular users knew each other. Comments not only disappear from many news pages because the need for community management has been long overlooked. Instead of utilising the positive effects, in the worst-case scenario, the community is completely deactivated.

However, the return of this old familiar face shows that successful community management sometimes only requires a different format for exchanging opinions. Forums are again becoming an attractive option in the media landscape. Forums are also a popular and flexible tool for marketing. For example, even in the early days of Web 2.0 online retail customers had the opportunity to discuss topics related to the shop’s products. Forums still serve this function today and have a positive effect on customer loyalty. wunder media offers suitable solutions to ensure you will benefit from a loyal community. Contact us to learn more about the services offered by Germany’s largest digital editorial agency.

Your Direct Line to Users

A community doesn’t run itself, even if it may appear that way in a best-case scenario. On one hand, the culture of discussion is greatly determined by the rules and how they’re enforced. On the other hand, the online community serves a purpose for the creator. Whether the focus is on customer loyalty, market research, marketing, or another goal: somebody needs to be there who can relate to users without losing sight of the greater goal. In community management, moderators are the primary contact for members. They help with any matter within the community and keep an eye on current discussions.

Moderator

Is there a serious quarrel or has the general culture of the discussion changed significantly? Are new users clearly violating the community rules? These cases, and many others, require the watchful eye of a community manager to step in and moderate. Netiquette is vital in responding to possible problems. A clear list of rules regarding the behaviour of all users is vital in effective community management. The whole community will benefit from the positive effects this will have on the culture of discussion.

Initiator

However, community management isn’t just monitoring and problem solving. It also means providing content for users. Initiating new discussions can stimulate the community and draw the attention to topics important to the creator. How to approach users – and the topics they’re interested in – varies greatly. The necessary experience can, in turn, only come from continued community management.

Contact

Those offering an online community for their business should be prepared to answer a variety of questions. Even if actual support is typically provided through other means, customers, for example, also see forums as an obvious possibility to find a solution to their specific problem. An analysis and consultation with wunder media will show which tools your community management can use to respond to this type of enquiry.

Community Management meets Social Media

Nowadays virtually every company is in constant contact with its community. A Facebook status update, a Tweet, and liking a few user comments along the way – sounds as if everything’s under control. That may be so, but it has little to do with what community management truly means. Everything on social media follows its own set of rules and different goals.

  • The Difference Compared to Social Media Management

    Platforms such as Facebook are primarily aimed at the greatest interaction possible beyond groups. The objective is rather on worldwide networking than offering discussion on specific topics or focused on a region. This makes it difficult to build a community. Whilst community management does cultivate a separate community, social media management focuses more on drawing attention to your products or services within a virtually boundless community in a worldwide network. Though this sounds rather abstract at first, it’s a key difference with respect to the actual job.

  • A community manager for Facebook?

    This is where one may seriously ask: does a Facebook profile with lots of fans need a separate community manager, or is community management automatically part of social media support? In most cases, the latter will ring true, since some form of community management is also seen in social media. However, this only works under very specific circumstances. There’s a fundamental difference between commenting on shared articles and sharing contents on a large network compared to a very limited community. The tasks involved are not only carried out in different digital locations, they also require different strategies for user interaction. Both involve contact with users, a minor element they share compared to their many differences.

Contact Us

Individual needs require individual concepts: That’s why we are looking forward to your request and are happy to consult with you in person.

Lisa Haas

Elke Ammann-Merz