Community Management

The 10 Golden Rules

Out-of-the-box thinking for your social media communication

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The 10 CM Golden Rules

1. Be an example to the community

2. Offer fans what they are looking for3. Post on a relevant periodicity: avoid spam & information overdose 4. Encourage proximity: use “we” and make the fan feel part of it 5. Smartly manage incidents and conflicts - avoid censure, make the

community participate and turn it into something positive6. Involve fans into the brandʼs activities (new product, logo, etc...)7. Make sure newcomers stick to it - offer welcome prizes, etc... 8. Leverage your communityʼs specificities9. Make the fan someone responsible10. Create regular and worthwhile meeting points: chat discussion,

special events

1. Be an example to the community

The community manager becomes the reference for users e.g. «big brother» for the youth segment, the product specialist

for a car maker community

2. Offer fans what they are looking for

Provide users with relevant promotions, goodies or

special prizes. Share only informations which brings

an added-value to the relationship, not mixing

public and private spheres.

3. Post on a relevant periodicity: avoid spam & information overdose

The community manager always posts

at relevant intervals and therefore optimizes the information relevancy

4. Encourage proximity: use “we” and make the fan feel part of it

Users like to feel they are very much part of and important to the

community

5. Smartly manage incidents and conflicts

Any incident must be identified and dealt with as early as

possible. A strong but «diplomatic» attitude is often most adapted. Do not make users feel you censure them,

rather be transparent and explain why you need to

intervene.

6. Involve fans into the brand’s activities

To make users feel «close to the brand» is what is most rewarding to them. Always try to

involve them into companyʼs activities, e.g.

feed-back on new product collection

7. Make sure newcomers stick to it

All newcomers must be welcomed if you want

them to become recurrent visitors or fans

8. Leverage your community’s specificities

Every community has its own specificities.

Identify them and adapt your tone/content to make the most of it.

9. Make the fan someone responsible

Every member can bring something to the community and can be

valued through it

10. Create regular & worthwile meeting points

References & regular meetings put the

community at the center of every fanʼs life

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