Community management in social media

Basics

• Relevance of communities and community management: advantages and benefits for companies.
• What is a community and when are fans and followers on social media really a community? 
• Types of community management (proactive vs. reactive). 
• Mindset: What attitude towards your community will lead your company to success? 

Strategy

• Goals: How to formulate goals for your community management and understand the "sweet spot" of your brand & potential community.
• Tonality and own social media personality: Define how your own brand should sound in communication with the community.
• Set-up/organization: resources, law & organization, tasks & responsibilities in community management, skillset of community managers.

Implementation

• Start a dialog: The right content at the right time for the right target group. 
• Recognize community characters and know how to deal with them.
• Know and use interaction possibilities.
• How to conduct a suitable dialog. 
• Making the community safe: Developing a code of conduct and community guidelines, dealing with criticism and trolls.
• Measuring success.

Special case of shitstorms

• Basics: When is a shitstorm a shitstorm? 
• Golden rules for shitstorm management: What mistakes should I avoid and what should I pay attention to when handling a shitstorm?
• Workflow example of a real shitstorm, learnings for your next communication crisis on social media.