The day-to-day work of replying to comments and messages, handling complaints, welcoming new followers and keeping conversations on your pages healthy. It is the human side of running a social account.
Example
Meera's staff member checks Instagram comments and WhatsApp messages twice a day, answers size and price questions, and moves complaints to a private chat.
How you'll hear it
“Who is doing community management on weekends? Comments on the sale post went unanswered for two days.”
Don't confuse it with
- Social listening: tracking what people say about you across the internet, not only on your own pages.
Related terms
Want to use this at work? AI-led Social Media Excellence is aFactor's 16-week program for social media work.
Sources
- The complete guide to social media community management, Sprout Social