😨 Should I or should I not engage in this conversation for the brand I manage?! No more questions!
One of the ‘community management’ principles is to engage with the audience and leave no comment ignored. You treat your audience as if you had a conversation with a friend, i.e. with respect and consideration.
But I am sure you had those moments when you asked yourself whether you should or not reply to some of the comments. They may be only emojis... which is fine, some of them would ask reasonable questions which is again... TOTALLY FINE.
....But what about when they comment just to spam your account or they try to engage you in ‘hate-spreading opinions’?
While ‘any publicity is good publicity’ and any comment you would have at your post can be an opportunity to climb that algorithm ladder on the short-term, as a social media manager you will think more about the long-term gains for that brand.
For a brand, the brand equity they build over-time is so important. Community management is part of the strategy. And that involves very good skills of manoeuvring the thread in such way that the brand’s voice stands out and spreads their ethical values and standards.
Do not engage in the DISTRACTIONS. Instead, focus on the long-term relationship building. 🙏