Do's and Don'ts of Community Management For the webinar version, please visit www.socialmediahub.com.sg

1. DIGITAL IN A FEW WORDS
1.2 A branding and
retention tool
-Social Media as a brand
persona
-How to humanise your brand
- Community Management

2. Social Media as Brand Persona
“Your brand is what people say you about you when you’re
not in the room” –Jeff Bezos

3. Social Media as Brand Persona

4. The 6 Engagement Elements

5. #1 Valued
What a customer feels when he knows he can expect a company to
go out of its way to support his needs, and knows that the company
values his business.

6. #2 Efficiency
When a company respects a customer’s time and energy,
and promptly addresses his or her needs.

7. #3 Trust
When customers feel confident that a company is credible,
and will handle engagements honestly, sincerely and transparently.

8. #4 Consistency
Achieved when customers feel a company is uniform in things such as
policy, attitude, communication, and messaging.

9. #5 Relevance
Achieved when a customer feels messaging from a company is
interesting and applicable to their needs.

10. #6 Control
Manifested when the customer can determine if, when and how a
company will communicate with him or her.

11. Humanizing through Social Media
Humanizing the brand simply means to interact
with your consumers on a personal level.

12. But How?
Start by shifting the way you respond to your consumers,
particularly through social media.

13. DIGITAL IN A FEW WORDS
1.2 Do’s and Don’ts of
Community
Management

14. Do #1 - Describing Who you are
Give them the story of who, what and why and make it simple.

15. Do #2: Humor them

16. Do #3 - Let people know who they are talking to
Introduce your community managers, this makes them more
real and builds trust amongst your customers.

17. Let people know who they are talking to

18. Do #4: Let your staff talk about you
Let your staff show what you guys do together as a company.
From an employee’s viewpoint, they think you are sincere and
they care.

19. Do #5: Be human once in a while
Forget about being a
Marketer, take off that hat
once in a while.
Experience the brand like a
customer would.

20. Be human once in a while

21. Do #6: Keep Listening
Real-time market insights are the core of the brand’s new media
department. Stay relevant.
Comments about
Distribution of Sentiment for Pre-
Pre-Purchase
Purchase
“Imgonna do my nails , multi
Collection opi nude colors ! #Bored”
@lilMISSDesired1, Twitter
Nail Polish Neutral
Experience Negative “Loving the new OPI
collection!!! Going to get it
Pre-Purchase Positive tomorrow”
Janice Yeo, Facebook, Photo
0 200 400 600
“Damn it. Shud I get China
Glaze or OPI? Cant make up
my effin mind!”
June Ooi, Facebook.com,
Photo

22. Don’t #1: No Business Jargons!
Business jargon makes you just another faceless corporation.
Stand out by being real and sounding like it.

23. Don’t #2: Don’t Stop Responding
Don’t run away from angry customers. They’re an
opportunity to engage so that they can become loyal
brand evangelists

24. Don’t #3: Stop Tracking!
Social Media ROI isn’t hard to track with our model!

25. Don’t #4: Expect A “Gangnam Style”
No such thing as an overnight success in life, as well as in
social media. A truly large-scale campaign is always well
planned

26. Don’t #5: Be Afraid to Break the Barriers
Show what you guys do together as a company.
From a corporate viewpoint, you are sincere and you care.

27. Don’t #6: Start Without A Crisis Communication Plan
As a huge organization, always be sure that you have your
back covered on social media.

28. Act Now, Get it Right