You are the visible face of a brand, the mediator, the analyst and the strategist. But what happens when those roles become challenges that seem too big to handle?
In this article, we’re going to uncover the 10 most common challenges you face every day in your role as a Community Manager. But we’re not just going to dwell on the problems; we’re going to provide you with the tools and tactics you need to transform these challenges into your greatest opportunities for success. Are you ready to discover the secret to effective, stress-free community management? Read on…
1. Not being able to stop
In the digital age, social media never sleeps, and you don’t seem to be able to either. But hey, it’s important to remember that balance is key. Use post scheduling tools and autoresponders when possible, and set clear boundaries for your personal time. Remember, a rested mind is a creative mind.
It is crucial to establish a daily routine that includes work time and free time. Use scheduling tools like Hootsuite to schedule posts outside of work hours and set up autoresponders to tell users when they can expect a response. Example: if you end your workday at 6 pm, set up an auto-reply that states, “Thank you for your message. Our business hours are 9 am to 6 pm. We will respond to your inquiry as soon as possible.
2. Crisis management
Create a crisis manual that clearly defines what constitutes a crisis, who should be notified, and what steps should be followed. For example, you could have a procedure that includes, “Identify the problem, notify the team, respond with a pre-approved message, monitor reactions, and review the situation after the crisis.”
Imagine a user posts a photo of your product that has failed in some way. This post gains traction and goes viral, generating a negative view of your product. To handle this, first, acknowledge the user’s complaint and apologize sincerely, even publicly if necessary. Then, investigate why the product failed and how this can be avoided in the future. Communicate these actions and changes to your audience to show that you take their concerns seriously.
3. Dealing with negative comments
Negative comments are inevitable, but how you handle them can make all the difference. Instead of deleting or ignoring them, consider this an opportunity. Your brand’s commitment to customer satisfaction. Respond in a timely manner, apologize if necessary, and always take the conversation to a private channel to resolve the issue. Remember, every negative comment handled correctly is an opportunity to improve your brand’s image.
Respond with kindness and professionalism, and show that you care about your community. You will gain respect and trust!
4. Measuring and analyzing results
Numbers can be overwhelming, but they are the language of success in the digital world. Learn to love metrics. Look for online courses, read books and, if you can, hire an expert. Well-interpreted data can propel your strategy to new levels.
Use analytics tools like Google Analytics or social media platforms themselves to track these KPIs. Make sure you understand what these numbers mean and how you can use them to improve your strategies.
An excellent platform to perform a detailed analysis of all your social networks from one place and at the same time is GGyess, from its “Analytics” module that allows you to generate reports and graphs of the performance of all your accounts from publications to interactions and many other analytics. This way you can focus on the content that interests your audience the most.
5. Keeping up to date
The world of social media is constantly evolving. Spend at least an hour a day reading up on the latest trends, algorithm updates and best practices. Subscribe to trusted digital marketing newsletters like Social Media Today or Marketing Land and don’t hesitate to experiment with new platforms and features.
Take time each week to learn about the latest trends and changes in the social media world. You can subscribe to newsletters and participate in relevant webinars or online courses.
Don’t worry, you can keep up. Make continuing education a habit and experiment with new features.
6. Time management
As a Community Manager, you are constantly juggling multiple tasks. Try different time management techniques such as the Pomodoro technique (work intensively for 25 minutes followed by a 5-minute break). Use task management tools to organize your work, and don’t hesitate to delegate tasks if you have a team at your disposal.
7. Creating compelling content
Creative block is real, but there are many ways to overcome it. Use trend search tools like Google Trends for inspiration. Take advantage of current events or holidays to create relevant content. Invite your community to participate in content creation through contests or Stories features.
Keep a bank of ideas for posts. When you feel inspired, jot down your ideas. If you find a post you like, keep it as a reference. Organize brainstorming sessions with your team. Don’t be afraid to recycle and reuse content that has worked well in the past.
8. Managing pressure to deliver results
As a Community Manager, you are under constant pressure to show results. Instead of obsessing over vanity metrics like “likes” and followers, focus on more meaningful metrics like engagement rate and conversions. Show your team or client that building a loyal and engaged community takes time, but pays off in the long run.
Don’t be fooled by the noise. Focus on building authentic relationships and providing value. The results will come naturally. Work with your team or client to set realistic goals focused on long-term growth, rather than “likes” and followers. For example, you could set a goal to improve interaction rate by 10% in the next quarter.
9. Differentiate your brand voice
Ever struggle to maintain a consistent personality across platforms? I hear you. But remember, a brand isn’t a facade, it’s a story. Make sure you know it well and share it with passion and consistency.
To help you, create a brand style guide that includes brand personality, tone of voice and sample messaging. Refer to this guide whenever you create content and make sure everyone on your team knows and follows it.
For example, if your brand voice is friendly and casual, provide examples of what that would look like in a post, a tweet and a reply to a comment. Conduct periodic reviews with your team to make sure everyone is aligned.
10. Technical problems
Dealing with technical glitches can be frustrating, but don’t let these setbacks slow you down. Have a trusted technical support team or help websites on hand to resolve common problems.
Keep a list of technical support contacts and helpful resources on hand for when problems arise. Don’t be embarrassed to ask questions. If you run into a technical problem on Instagram, for example, you could search Instagram’s help forums or even do a quick Google search to see if others have encountered the same problem and how they solved it.
