A few weeks ago I wrote about the importance of building a community and becoming more than just a sports team. One thing I didn’t really touch on in that post is the importance of community management.
The community manager is often the front line of communication between a brand and it’s customers or a sports team and it’s fans. It’s a crucial role – but one that is often overlooked. The role of community manager is especially important in the sports world as sports fans are extremely passionate and not afraid to let their feelings be known.
Below are 6 tips for community managers and sports teams:
1. Don’t Sell
People don’t use social networks to be sold to and being too promotional is one of the worst things you can do. Add value to your community with your comments and interactions, give them the information they are looking for – and remember not to try and sell to them!
2. Embrace Your Team
In order to be successful you need to embrace and become a part of your community. Fans will want to know they are speaking to someone who understands their team and what they stand for. As well as being a brand ambassador you also need to understand your communities problems and concerns.
Whilst listening to your community is essential you also need to get involved too. Where possible answer your communities questions, reply to comments, start discussions and ask questions. Successful community management revolves around interaction and communication.
4. Be Human
Social media is about humanizing business and some of the best advice for community managers is to be yourself. Authenticity is key is social media and if you’re not being yourself you will probably get caught out sooner or later.
5. Share The Love
You’ll get some users that will post comments and be active across your communities all the time. You need to make sure these users know their comments and thoughts are valued, but it’s important not to forget about the quieter members of your community – they need love too.
6.Take It Offline
Social media is an amazing way to connect with other people, but I feel real relationships are built offline. Where possible you should try to encourage your community to take part in offline events and meetups – some teams have started to use tweetups as a means of doing this.
Do you have any tips for building and maintaining a community online? Have you had experience of community management? I’d love to hear your tips and thoughts in the comments.
Image by britannia
Image by celinesphotographer