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如何管理一个有毒的社会群体

6个月前
11月15日2022
2回答
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kyle.skinner
频繁的用户
0回答

大家好!

在过去的十年里，我一直在管理不同品牌的社交账户，我遇到了一个我以前从未遇到过的情况。

TL;DR:我们的公司与另一家公司合并，完全改变了我们的产品路线图，这让现有用户(产品不再面向他们)感到非常不屑。爱游戏全站下载这在我们的社交媒体上引起了强烈反响。每篇帖子都会收到评论，说我们的产品有多糟糕，我们怎么不听取客户的意见，等等。爱游戏全站下载

当公司变化扰乱社区时，你采用了哪些成功的社区管理策略?

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最佳答案是rachael.samuels2022年11月17日，21:07

Without knowing specifics, I say if you are attempting to reach an audience it\u2019s probably okay that the audience you\u2019re moving away from isn\u2019t a fan...you can\u2019t appeal to everyone. Focus on who you\u2019re trying to serve. Also, be human. If there\u2019s something you can address, feedback you can pass along - social is at the center of the org, so share that data with your leaders and fellow decision makers. Can you address some of those concerns head on by showcasing how you listen? Share content that puts you more on offense than defense.\u00a0

I know we have a ton of awesome stuff on the blog around crisis comms and transition comms that are a bit more specific, but hope these general thoughts empower you!<\/p>","className":"post__content__best_answer"}">

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Hi everyone!

I\u2019ve been managing the social accounts of different brands for the last decade, and I\u2019m coming across a situation I\u2019ve never encountered before.

TL;DR: our company was merged with another, completely changing our product roadmap, much to the disdain of current users (who the product is no longer geared towards). It has resulted in quite the backlash onto our social channels. Every post is met with comments about how awful our product is, how we don\u2019t listen to the customer base, etc.

What are some successful community management tactics you\u2019ve employed when company changes disrupt the community?<\/p>","quoteUsername":"kyle.skinner","translations":{"Common":{"like":"Like","unlike":"Unlike"},"Forum":{"Quote":"Quote","Share":"Share"}}}">

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rachael.samuels
爱游戏体育官网首页发芽的团队
4回复
6个月前
2022年11月17日
回答

在不知道具体细节的情况下，我想说的是，如果你想要接触到的受众不是你的粉丝，那也没关系。你不可能吸引所有人。专注于你要服务的对象。还有，要有人情味。如果有你可以解决的问题，你可以传递反馈——社交是组织的中心，所以与你的领导和其他决策者分享这些数据。你能通过展示你如何倾听来解决这些问题吗?分享那些让你处于进攻而非防守的内容。

我知道我们的博客上有很多关于危机通信和过渡通信的很棒的东西，这些东西更具体，但希望这些一般的想法能给你带来力量!

TTFN。蕾切尔G。

Without knowing specifics, I say if you are attempting to reach an audience it\u2019s probably okay that the audience you\u2019re moving away from isn\u2019t a fan...you can\u2019t appeal to everyone. Focus on who you\u2019re trying to serve. Also, be human. If there\u2019s something you can address, feedback you can pass along - social is at the center of the org, so share that data with your leaders and fellow decision makers. Can you address some of those concerns head on by showcasing how you listen? Share content that puts you more on offense than defense.\u00a0

I know we have a ton of awesome stuff on the blog around crisis comms and transition comms that are a bit more specific, but hope these general thoughts empower you!<\/p>","quoteUsername":"rachael.samuels","translations":{"Common":{"like":"Like","unlike":"Unlike"},"Forum":{"Quote":"Quote","Share":"Share"}}}">

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kyle.skinner
作者
频繁的用户
0回答
6个月前
2022年11月17日

这些都是很好的见解和建议，非常感谢你，瑞秋!

是的，我们正在尝试接触到新用户，所以我们知道原来的粉丝可能不太喜欢变化，但他们会坚持不懈地让我们知道。我试图向我们的内部团队解释，这是一场风暴，我们必须涉水，直到我们所追求的新用户开始追随，但我认为寻找内容会让我们处于进攻状态。要查看转换通信资源。

再次感谢!

This is all such great insight and suggestions, thank you so much, Rachael!

And yes, we\u2019re attempting to reach a new audience so we understand that the original followership may not be too hot on changes, but they are relentless in letting us know. I try to explain to our internal team that this is a storm we\u2019ll have to wade until the new audience we\u2019re after begins following, but I think that finding content that puts us on the offense. Going to check out the transition comms resource.

Thanks again!\u00a0<\/p>","quoteUsername":"kyle.skinner","translations":{"Common":{"like":"Like","unlike":"Unlike"},"Forum":{"Quote":"Quote","Share":"Share"}}}">

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