What is community management?

Remote video URL

Course content

Intermediate
July 05, 2019
1
mins
Average: 5 (4 votes)
Forming strong community relationships is key to boosting customer retention and creating an emotional connection to your brand, improving the overall success of your organisation. An easy and efficient way to build this relationship is to create an online community.

In this course Think HQ Account Coordinator Jade Delios Callanan takes you through the basics of community management, setting expectations, creating community guidelines and response matrices, and putting these into action.
Hi and welcome to Lumin!

I’m Jade, and I’ll be taking you through how to manage an online community.

Forming strong customer relationships is important to the success of your business, boosting customer retention and creating an emotional connection to your brand. An easy and efficient way to build this relationship is to create an online community.

Having an online community can be a lot like having an extension of your marketing team, allowing you to reach hundreds of customers who contribute positively to the conversation.

Members join in because they wish to share, contribute and learn from one another. These communities can be found on social media, purpose built online forums or company websites.

This community is a place where you can interact with customers on a regular basis, monitoring and responding to social enquiries and encouraging discussion. As the community grows it becomes a valuable tool for your business, not just for engaging with users, but also for increasing brand awareness and driving leads.

It also enables companies to better understand their customers and what they want, gathering market intelligence, analysing it and implementing it in future activities. In turn this increases customer loyalty.

However, a successful community doesn’t grow overnight.

This course will take you through what’s required to make your business’s online community thrive, giving you an understanding of how to set healthy expectations, the guidelines needed to ensure that everything runs smoothly and how to build your response matrix.

Stay tuned for the next lesson, where we’ll discuss the healthy expectations that you can set to ensure the stability and success of your online community.

About the instructor

Jade Delios Callanan

Jade is a receptive and proactive content creator and community manager with experience working across a range of channels and formats. With her finger constantly on the pulse, Jade understands current and emerging digital trends and creates content to match. At Think HQ, she creates engaging, meaningful content for clients across the government, not-for-profit and corporate sectors.