雷切尔。塞缪尔的回复

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>","url":"\/content-creation-67\/how-to-manage-a-toxic-social-community-818?postid=2377#post2377","creationDate":"2022-11-15T17:33:45+0000","relativeCreationDate":"6 months ago"},"isTopicUnread":true,"privateId":154,"id":818,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":67,"isIdeation":false,"url":"\/content-creation-67","title":"Content Creation","description":"Discover best practice and advice for how to create content for your website, blog or social media accounts using the latest strategies and tips from the community."},"url":"\/content-creation-67\/how-to-manage-a-toxic-social-community-818","title":"How to manage a toxic social community","lastPost":{"id":2391,"author":{"id":3648,"url":"\/members\/kyle-skinner-3648","name":"kyle.skinner","avatar":"","userTitle":"Frequent User","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"6574757e-fd68-4284-b712-b98e6d447fbc_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/sproutsocial-en\/attachment\/6574757e-fd68-4284-b712-b98e6d447fbc_thumb.png","name":"Frequent User"},"userLevel":0},"content":"

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>","url":"\/content-creation-67\/how-to-manage-a-toxic-social-community-818?postid=2391#post2391","creationDate":"2022-11-17T22:30:44+0000","relativeCreationDate":"6 months ago"},"lastReply":{"id":2391,"author":{"id":3648,"url":"\/members\/kyle-skinner-3648","name":"kyle.skinner","avatar":"","userTitle":"Frequent User","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"6574757e-fd68-4284-b712-b98e6d447fbc_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/sproutsocial-en\/attachment\/6574757e-fd68-4284-b712-b98e6d447fbc_thumb.png","name":"Frequent User"},"userLevel":0},"content":"

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>","url":"\/content-creation-67\/how-to-manage-a-toxic-social-community-818?postid=2391#post2391","creationDate":"2022-11-17T22:30:44+0000","relativeCreationDate":"6 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":3,"relevantPost":{"id":2390,"author":{"id":635,"url":"\/members\/rachael-samuels-635","name":"rachael.samuels","avatar":"","userTitle":"Sprout Team","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"name":"Sprout Team"},"userLevel":0},"content":"

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>","url":"\/content-creation-67\/how-to-manage-a-toxic-social-community-818?postid=2390#post2390","creationDate":"2022-11-17T20:07:16+0000","relativeCreationDate":"6 months ago"},"numberOfViews":97,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/advice-best-practices-66","categoryId":66,"title":"Advice & Best Practices","metaRobots":"index, follow","type":0},"lastPostId":"2391"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/sproutsocial-en\/attachment\/","isGuest":true,"csrfToken":"9322c0f8a1d34bde6b778886ded88991014af459","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

Hey y\u2019all \u2014 I\u2019m so excited Sprout is doing this. I\u2019ve missed the \u2018all-star\u2019 program. I\u2019m Jessie, I\u2019m from Denver, Colorado (born and raised) and have been working in social media marketing for about 8 years. I look forward to connecting with all of the other wonderful social media marketers.\u00a0

Title:\u00a0<\/strong>Social Media & Content Manager<\/p>

Company:\u00a0<\/strong>Sage Restaurant Concepts\u00a0<\/p>

Hobbies: <\/strong>I\u2019m a big foodie, so I love discovering new restaurants or tasting new wines. Being from Colorado, I also love the outdoors an enjoy camping or boating! \u00a0Traveling.\u00a0<\/p>

Some thing(s) I want to learn:\u00a0<\/strong>Additional leadership skills and\u00a0continued social media best practices!<\/p>

Some thing(s) I\u2019m good at:<\/strong>\u00a0Social Media Strategies and leveraging Social Data to provide value to the overall companies KPIs.\u00a0

Instagram<\/a>
Twitter<\/a>\u00a0
LinkedIn<\/a>
\u00a0<\/p>

<\/figure>

\u00a0<\/p>","url":"\/coffee-talk-42\/hi-i-m-jessie-300?postid=731#post731","creationDate":"2022-03-29T15:05:35+0000","relativeCreationDate":"1 year ago"},"isTopicUnread":true,"privateId":176,"id":300,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":42,"isIdeation":false,"url":"\/coffee-talk-42","title":"Coffee Talk","description":"Make introductions, meet new community members and discuss ideas. Join for an engaging conversation and make lasting connections in the Arboretum."},"url":"\/coffee-talk-42\/hi-i-m-jessie-300","title":"Hi! I'm Jessie.","lastPost":{"id":856,"author":{"id":1041,"url":"\/members\/jessie-kinney-1041","name":"jessie.kinney","avatar":"https:\/\/uploads-us-west-2.insided.com\/sproutsocial-en\/icon\/200x200\/16bc7e7c-c01d-49ec-84e1-7dcdca43c2f2.png","userTitle":"Advanced User","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"22c0e5bc-a15c-4c99-8355-ce98c28ddae9_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/sproutsocial-en\/attachment\/22c0e5bc-a15c-4c99-8355-ce98c28ddae9_thumb.png","name":"Advanced User"},"userLevel":3},"content":"

@alex.saggiomo<\/user-mention>, nice to meet you! There\u2019s a great group of Denver locals in here! I\u2019d love to connect.\u00a0<\/p>","url":"\/coffee-talk-42\/hi-i-m-jessie-300?postid=856#post856","creationDate":"2022-03-31T17:03:10+0000","relativeCreationDate":"1 year ago"},"lastReply":{"id":856,"author":{"id":1041,"url":"\/members\/jessie-kinney-1041","name":"jessie.kinney","avatar":"https:\/\/uploads-us-west-2.insided.com\/sproutsocial-en\/icon\/200x200\/16bc7e7c-c01d-49ec-84e1-7dcdca43c2f2.png","userTitle":"Advanced User","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"22c0e5bc-a15c-4c99-8355-ce98c28ddae9_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/sproutsocial-en\/attachment\/22c0e5bc-a15c-4c99-8355-ce98c28ddae9_thumb.png","name":"Advanced User"},"userLevel":3},"content":"

@alex.saggiomo<\/user-mention>, nice to meet you! There\u2019s a great group of Denver locals in here! I\u2019d love to connect.\u00a0<\/p>","url":"\/coffee-talk-42\/hi-i-m-jessie-300?postid=856#post856","creationDate":"2022-03-31T17:03:10+0000","relativeCreationDate":"1 year ago"},"numberOfUnreadReplies":0,"numberOfReplies":9,"numberOfLikes":11,"relevantPost":{"id":734,"author":{"id":635,"url":"\/members\/rachael-samuels-635","name":"rachael.samuels","avatar":"","userTitle":"Sprout Team","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"name":"Sprout Team"},"userLevel":0},"content":"

Jessie!! Hey, so nice to see your face!<\/p>","url":"\/coffee-talk-42\/hi-i-m-jessie-300?postid=734#post734","creationDate":"2022-03-29T15:25:37+0000","relativeCreationDate":"1 year ago"},"numberOfViews":83,"contentType":"discussion","featuredImage":"","publicLabel":"","category":{"url":"\/connect-discuss-73","categoryId":73,"title":"Connect & Discuss","metaRobots":"index, follow","type":0},"lastPostId":"856"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/sproutsocial-en\/attachment\/","isGuest":true,"csrfToken":"9322c0f8a1d34bde6b778886ded88991014af459","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

jessie.kinney 高级用户

张贴在咖啡聊天

嗨！我是杰西。

杰西! !嘿，很高兴见到你!

11 9

一年前