Useful Tips For Better Engagement For Community Managers By Community Managers

“Be visual. The communities I manage don’t usually have the time to read a single post when it’s not accompanied by a photograph or a video. It’s the photograph and video’s that gets the community going on our Facebook and Pinterest page. Try not to keep your post long, if it is then stick a photo to it. For better engagement be visual and #Shareorelse”  – Tony Ebikeme , community manager for hidden little gems and Rosa’s Thai Cafe 

“Don’t make delighting your community members a one-time incident. Create a lasting relationship with your users: After you establish a personal connection for the first time, reach out to them again for feedback, invite them to a Meetup/Hangout, or send them a holiday card. Demonstrating that you remember and value them as individuals makes a huge difference.”
– Teresa Wu , community manager at Google Docs

“Encourage members of your community to meet up with one another and form teams based around shared interests or a common location. Help these groups get the tools they need (educational material, access to meeting space, etc.) to become successful grassroots organizations. Promoting these peer networks is an excellent way to jumpstart engagement and help people feel supported by and invested in your mission.”
– Morgan Evans , community strategist at Etsy

“Do you have a conference, training session or event coming up where individuals will be meeting in person and spending several days together? Set up a community several weeks prior to the event and have them join. Place all logistical materials here and open it up with a simple questions like, “Where are you from?” and “What is your role at _____?” for them. This way, they not only get used to using the community, they are beyond small talk by the time they meet in person. Bonus: House all your materials in the community; no more binders!”
– Mike Fraietta , enterprise community manager at News Corp

“Give the community a voice: Our blog  is our main channel for news and community highlights. It’s the place we go to feature great photos and users, showcase how different types of people are using Instagram, and give new users tips on how to get more involved in the community. We post daily and are always on the lookout for interesting stories to tell. When we do feature a user, we make sure they know it — we want folks to be proud of their involvement in the community and know that we appreciate them.”
– Josh Riedel , community manager at Instagram

“Get to know your customer service team: Jetsetter’s member service team answers over 2,000 customer service questions per week via phone and email, but also via Facebook and Twitter. Members love that they can get instant answers to their questions. Communication managers need to be very close to their member support teams. Answering questions via social platforms is a different beast and even the most seasoned customer service specialist will need training on social media interaction. So get to know the folks who interact with your members. Not only does it improve your response time, but together, you can learn a lot about your customers.”
– Jonathan Goldmann , social media manager at Jetsetter

“Ask your customers what they think. This might not sound very exciting, but it’s key to our social media and community engagement strategy. We do weekly posts on Facebook, for example, called “Feedback Friday” where we share one of our favorite products and ask our fans, “Have you tried this? What did you think?” This allows us to get customer feedback and also allows us to build community because responders inevitably enter into conversation with one another. We also respond to questions and comments ourselves directly in the Facebook thread. We’ve found our ‘Feedback Friday’ comments are overwhelmingly positive and these touts garner more responses than our typical posts, on average. We recently invited our Facebook fans to vote between two bestselling products to determine which one we’d run a promotion on. We received over 600 votes in the form of Facebook comments. Our fans’ comments expressed that they were thrilled to have the opportunity to show support for a product that they’d either loved in their box, or hadn’t received but wanted to try. We even do this on Pinterest. Two of our most popular boards are the “Your Birchboxes” and “Un-Boxing Videos” boards where we promote images and videos our customers have shared on Twitter and YouTube of their monthly boxes. By encouraging and applauding our community when they tell us what they think, we build both community and loyalty.”
– Rachel Silver , community manager at Birchbox

“Listen: The community is what makes Instagram so special. From day one, we’ve made every effort to pay close attention to what our users are saying — through Twitter, Facebook, email, our App Store reviews and the app itself — and that hasn’t changed. Forming relationships with all different types of users has — and always will — help shape our thinking as we work to grow and nurture the community.”
– Josh Riedel , community manager at Instagram


Do you have any tips worth sharing?