COMMUNITY MANAGEMENT TERMS

Question 1

Community management

Answer 1

is the management of an online community. We do this through engagement on social media, typically focused on a brand or business. At B Squared Media, we use SproutSocial to effectively manage online communities in addition to doing ‘native check-ins’.

Question 2

A Community Manager (CMGR)

Answer 2

is someone who engages with a brand’s online community on behalf of the brand. They immerse themselves in the brand’s tone of voice, product/service, and act as an extension of that brand. In other words, they grow and manage social media communities.

Question 3

Native Check-Ins

Answer 3

are when CMGRs log in directly to the social media platform (Instagram, Twitter, Facebook, LinkedIn, etc.). They are double-checking that nothing was overlooked and loads correctly (because we all know technology can be glitchy).

Question 4

Customer Care

Answer 4

is a proactive way for community managers to assist a brand’s customers. They engage, assist, and acknowledge customers. You can take our quiz to see how your customer care efforts stand out. And to learn more, visit B Squared Media or watch Brooke Sellas (CEO/Founder) and Carrie Keenan (Director of Customer Care) discuss it on our YouTube channel.

Question 5

Hide. Ignore. Ban.

Answer 5

Ah…this one is fun! Our CMGR team hides spam on a weekly basis (typically on Facebook). Subsequently, ignoring comes into play with passive-aggressive or rude comments. Finally, CMGRs ban users from a brand’s social media pages when they become a threat to the online community.