One of the main tasks of a Community Manager is to manage the presence of the brand in Social Media, talk with the audience and share relevant and interesting information with it.
If the Community Manager adequately performs its work, it will generate a conversation in each of the channels in which the brand is present, a conversation that will crystallize in the form of tweets, mentions or comments from users in our Facebook profile or in a entry of our blog, either corporate or personal.
It is clear that to continue a conversation we must respond to our interlocutors, and as professionals it is necessary to be clear about the form and tone in which our response should be written. This is fundamental for our brand image, whether it is our own or not.
The main thing when responding to a user is to use our common sense, which on the other hand, is the least common of the senses, and think well what we are going to say to the user, you know, think before acting.
An implicit norm in Social Media is to be educated and honest, an attitude that we must maintain both when speaking and when answering, showing our most human face and not monopolizing the conversation.
When finding a comment in the middle that is the first thing we must do is to see if it is positive or negative, since we will not act the same in both cases. If the post is an opinion of a user, we must answer it, either by thanking it or contributing something more to the value added by the user, but, if it is spam, we just need to delete it.
But we do not always find positive opinions in an entry. In this case, we must analyze it and read it carefully. It is possible that the comment is aimed at discrediting any user or some aspect of our channel, in which case, what we will do is approve the comment, since we should not censor a comment under any circumstances, except that it is offensive or spam, and keep the environment under surveillance in order to avoid greater evils and not have to put out fires.
It is also possible that a user has commented on an aspect that is wrong of our publication, we can all make mistakes, and in that case, we will thank the user for the correction and we will apply it immediately.
If we are a brand, it is very likely that the user will contact us to expose a complaint about a problem that has arisen and has not been able to resolve, thinking that Social Networks are a public and direct channel and that we are interested in Quickly solve that issue to avoid potential problems. In this case, we will try, with a sincere, professional and close attitude, to solve the issue in a very direct way, and, in case of not being able to do it at that moment, to indicate that we take note of your problem and that we will resolve it to the greatest as soon as possible, keeping that user under surveillance and talking to him frequently until the moment when the problem is solved.
The Community Manager is responsible for answering the questions raised by the audience, and must be prepared, have a modus operand.