September 28, 2022

The Ultimate Guide to Community Management

Overview about community management and how to build a community for your brand

Rishika Shidling

The Ultimate Guide to Community Management

Having a community could be easy, but it is important to know how to manage your community and engage with your team members. Engaging with your customers every day helps build trust among you and your customers. 

Community management on social media assists brands to deeply connect with followers and to develop a sense of belonging along with an avenue to connect with other people. There is no power for change greater than a community. The true sense of an online community takes social media to the next level and opens up a world known as a social business. Having an online community can help your brand grow its reach and sales in many ways.

When companies invest in communities, they elevate the brand by adding a human component who are truly concerned about the brand and their products. Different people from all over the world share their thoughts and ideologies which can help you learn more and take your business to a whole new level. 


  1. What do you mean by community management?
  2. Best practices to manage communities
  3. Why is community management important?
  4. Roles of community manager. 
  5. Conclusion

What do you mean by community management?

Micro-content+ community management= effective social media marketing 

Community Management is the process through which an organization seeks to build an engaged audience around its brand, products, and services using social media. It's how a brand uses opportunities (in-person and online) to interact with its audience to create a network in which it can connect, share, and grow together as a team. 

The most powerful sales increases come from communities where customer retention is the goal and helping existing customers to succeed better is the focus. 

A community manager often works on new ways to engage the digital community and is often seen as an advocate of the brand. Great online communities are built for engagement and empowered communal support. 

Below are a few advantages of building an online community:

  • Increases revenue through in-community advertising and more
  • Builds a strong relationship between the brand owner and members of the community. 
  • Helps in real-time communication.
  • Improves your products and programs by gathering and addressing feedback from people all over the world.
  •  Removes dependency on ads and promotions for traffic.
  • Helps you understand your customers and their needs and expectations of your products.
  • Improves your web traffic. 
  • Visitors will begin to associate with the brand and there will be a strong level of commitment. 
  • Helps you in gaining brand visibility.
  • If you are on the top, collaborations and business will increase. More brands and people will want to make deals with you.
  • A strong brand community is a great help for your business’ reputation.
  • When you have a strong brand community, you increase your business’ capacity.
  • Gain insights on customers to understand what goods, services, content, and assistance they need, expect, and require. 

Best practices to manage communities

Given below are the best practices you need to follow to manage your community like a pro:

  1. Post regularly and engage with your audience

Consistency is the key to success! The more you engage with your audiences the more you will see your brand grow. When you post consistently, the algorithms will favor your posts and more people will see them. You'll see increased engagement. 

When you post regularly, and especially if you post about the same topics on certain days of the week, your audience will expect and look forward to your content. Posting regularly on social media is important because it helps your business stay top-of-mind to customers.

  1. Create guidelines for the brand community.

Every country needs rules and regulations to function properly so that everyone is treated equally and everyone follows the same guidelines. Just like that, every online community forum needs guidelines to run its online community well. Having good community guidelines can build discipline among the community members. Below are a few guidelines your online community needs:

• Be kind to each other and avoid posting content that is offensive and may hurt someone’s feelings.

• Do not bully or make inflammatory remarks to other community members. 

• Respect each other’s decisions and privacy. Do not post content that invades others’ privacy. 

• Don’t upload or post inappropriate content that is nowhere related to the brand. 

• No spam. Don’t repeatedly send the same messages or content over and over again.

• Do not promote other products/services without disclosing the relationship with the brand.

• Do not promote yourself or any other competitor brand. 

• Treat everyone equally and with respect. 

• Don’t impersonate other people or organizations or pretend to be someone else. 

• Do not harass anyone member based on caste, religion, sex, age, nationality, or disability. This will not be tolerated. 

• Don’t engage in name-calling, bullying, or attacking people. 

• Comments that degrade any race, religion, gender, age, or abilities are not acceptable.

  1. Listen to your customers

Since managing a community requires an extensive amount of thoughtful conversation with your members, listening to them is very important. When you listen to your customer feedback, you're fundamentally providing a window to manage customer experience, and customer satisfaction, fuel customer loyalty, and improve your products and services. In this way, you will be able to grow your community to its full potential. It also makes your members feel valued. It shows you care about them and hear what they have to say. 

Listening to your customers can also be a great source of learning. Especially when it comes from customers who are not happy with your product. They can give you an insight that will allow you to fill the gap between their expectations and what a company can deliver.

  1. Stay in touch with your members

Staying consistent is important but making sure you respond to your customers is even more important. Members who want to bring up a discussion should be able to do so without a third person. Posting polls, and organizing events once in a while can help you keep your community engaged. Community events and networking opportunities don’t have to be a solo endeavor. 

Attending these functions with a friend or client can be a great way to build relationships. Extend an invite to someone you haven’t seen in a while. Then you’ll be able to have an experience together, rather than just a cup of coffee. 

Why is community management important?

Community management is all about building and maintaining relationships and presenting your brand in the best possible light. It requires your brand to practice social listening. Customer feedback is one of the separation points between a social media manager and a community manager. 

While social media manager champions the brand on those platforms, a community manager needs to do that in addition to communicating the customer's needs to the product group. Through community management, you will be able to have a deeper connection with your community by having personal chit-chat sessions. It can be through replying to their comments, having one-to-one conversations, or even sending them a new launch product to ask for their opinions. This will allow your brand to obtain genuine product feedback, and find out what your customers care about through real conversations.

Roles of a community manager

The role of a community manager is to act as the bridge between a brand and the community it is aiming to create. They should be the brand's ambassador, engaging with potential customers and building relationships with existing ones. 

As a community manager, all your messaging, content, and crisis management across networks should be prompt, consistent with your brand, and empathetic to create a loyal and delighted community.

Community management is not simply about championing the brand, but also about listening to valuable feedback from customers. By gaining a deeper understanding of an audience and what they want, brands have more chance of attracting new customers and retaining existing ones.


With so many social media platforms available to consumers, community managers need to identify where their target audience is most active. A large part of managing a successful community is showing appreciation for your members. This will help you build brand loyalty and trust between you and your members. 

I can’t wait to see what you build! 🥂 

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