Community management
Community management is a brand's ongoing dialogue with followers on social media, forums and in-app communities, including moderating comments.
What it covers
Timely replies, removing rule-breaking comments, ready answers to common questions and relationships with key followers.
In a crisis
The community manager sees the first signals; good routing and approved replies stop escalation.
Frequently asked questions
Should negative comments be deleted?
Only rule-breaking ones; deleting criticism backfires.