5 tips for effective community management (or how we improved our community management strategy)

community management

Community management became a strategically critical tool for businesses in 2018. Many brands and companies have already understood that it’s not enough to place ads on various platforms and wait for customers to come to them. They need to reach out to connect with their customers, developing partnerships and maintaining a dialogue.

We’ve compiled 5 tips for you here that we discovered for ourselves over the past year and that helps us improve our approach to community management, reaching new levels of success.

1. Connections, connections, connections

It goes without saying that managing a community means you have to make connections with people (oops, we just said it!), but there are several ways to take advantage of this fact to your benefit. Proper practices and habits can turn just another community member into a loyal ambassador for your brand. But how do you do that?

First of all, even though you’re speaking on behalf of the brand or company (and probably from an official account), make conversation personable. Introduce yourself with your name. This simple initiative converts the conversation from one with a customer representative to one between two normal people. Second, use a common language in your conversations and generally try to be as accommodating and approachable as possible. Even if your brand tends to have a more serious personality with serious clients, everyone is tired of the pre-formulated, high-brow answers and comments. When you’re speaking with a community member, talk like a human being rather than a robot. A good example is closing your messages with community members in a regular and endearing way, like “good luck man” or “thanks dear” – whatever you might be comfortable saying in a conversation with someone you’re already a bit familiar with.

2.  Data collection is king

Your community managers speak every day with dozens of people. They visit a lot of different sites and make their way into many conversations online. It’s tough to follow all the info that’s flowing in front of you. And even if someone or some conversation seems inconsequential at the moment, they may become very important at a later date.

Figure out ahead of time what data is important for you to collect. Is it the names and details of the people you’ve spoken with? Sites you entered where there was a discussion about your brand? Forums that you discovered that would be of interest to your community members? Next, create a joint document for your employees to take note of all the information and data they collect along the way. Don’t forget to make it clear on the document exactly what kinds of data you want.

Let’s look at a real-world example that landed on our doorstep. Our client was searching for translators from within the community to translate a document into several different languages while offering prizes as compensation. At this point, the client didn’t have a pool of translators to connect to, so we had to research options online, advertise posts, attract people and formulate proposals from scratch. We decided to save the information of every translator we spoke to, including names, contact info, language and the deal each was offered. A few months later, when we encountered another client with the same needs, we already had a prepared list of relevant community members and we saved ourselves hours of extra work.

3. Technological aids

There’s no need to reinvent the wheel or develop a new program. In fact, you don’t have to work very hard at all when the internet is overflowing with dozens of platforms that exist solely to help you manage communities, grow them or connect to their members.

**Our tip: Every time you get a good idea and you’re conflicted whether or not to pursue it, take a peek at the world wide web! We’ve worked with over 5 platforms in the last year that have helped us reach our goals simply and efficiently, which is also how we found them. Whether you want to maintain an ambassador program, offer a community prizes to perform certain tasks or get off the ground with a viral competition for prizes, do a quick Google search before driving yourself nuts trying to figure out how to do it. As we said, community management is 2018’s hot topic and technology companies haven’t let themselves stay behind.

4. Be active and don’t stick to just the main platforms

Conversations between people exist across the internet, not only on Facebook and LinkedIn. These discussions represent an amazing opportunity for your community managers to network, grow your community or have a discussion with opinionated community members. Don’t limit yourself only to the main, well-known platforms. Look for the conversations that are opportunities for you.

Of course, one of the easiest ways to find these discussions is by using Google Alert. But since we’ve already decided to invest time and effort, there are a number of platforms that will effectively conduct this search for you and provide you with a comfortable interface for finding opportunities based on keywords and search terms.

We should also be thinking bigger and be more creatively in these terms. It isn’t nearly good enough to search for conversations with your brand name. Try to also search for conversations about the industry, products, services or points of interest for your community. Also, don’t forget to search for your company or brand name with common typos and errors. Awario is one example of a company that provides such services, but certainly isn’t the only one in the field that can be found with a quick and easy search.

5. Have fun

A community, especially an internet community, is a group of people with at least one mutual interest. Never forget that these are people, not numbers or profits. They are searching for belonging and others with similar interests to have conversations with them on a certain topic. Everyone wants to feel a part of something.

Enjoy it! Have lots of conversations, meet new people, build connections and form relationships with community members. Let your community managers take more human, less formal response so they can become an inseparable part of the makeup of the company. There’s nothing in the way of laughing and having fun. In fact, it’s just the opposite: if that’s the attitude your community managers carry with them, that’s the attitude they’ll get in response. When your community manager sits in front of the computer screen and laughs out loud because he’s having a pleasant conversation with community members, you know you’ve done something right.

Of course, all of this depends on the values of the company and how it wants to present itself. But, as we’ve learned, behind even the most serious company in the world stands a human being typing the text for a Facebook post.

Why community management is so important during post ICO?

community management

The biggest “buzz” word (though it’s really more of a phrase) of 2018 has to be, without a doubt, community management. This concept has been put front and center by the crypto industry, where a thriving system of community management isn’t just a marketing tool, but a prerequisite for any project’s success. So what is community management exactly? How is it different from marketing and why is it so important, especially in the post ICO stage?

What’s the difference between community management and marketing?

At first glance, these two seem extremely similar, even the same. But look again… and again if you have to. Understanding the difference between them is crucial for a brand to formulate a specific, well-targeted strategy. Let’s take a look at some points that distinctly make marketing, marketing, and community management, community management:

Marketing

  • Aims to convert views into sales
  • success is easily measured with quick and accurate analytics

Community management

  • Aims to create and maintain a pool of individuals with a joint interest in a brand and its products
  • Is fluid. Success can only be hinted at in numbers and analytics

As we can see, just by looking at these two points, marketing and community management have some important differences that need to be understood. But they also overlap in important ways. Both generally increase brand awareness. But community management isn’t about selling a product, it’s about creating interest through authentic participation and inquiry. Marketing reaches new customers (who ideally become a part of the community as well), but it also draws in the established community to make sales.

With an understanding of this symbiotic relationship under our belts, let’s look at another important question:

Why is community management so important?

Attention is one of the most important resources on the market today. Consumers are inundated with ads and convenient services. It used to be that you had to leave home in order to see an ad bigger than the brand name on your home appliances or electronics. But online, your eyes might inadvertently scan 50 ads in 10 minutes. You’ll ignore most of them, but you’ll probably take a greater interest in something you see shared by a friend, or posted to a group that caters directly to one of your interests.

That’s what community management is all about: word of mouth, internet style. Communities help create a more intimate sense of interest and belonging that no marketing campaign has given a consumer, ever. A well-managed community isn’t an ad. It’s a space for open discussion and sharing between members whose involvement makes it more likely they can be converted into sales at some point down the line. By participating, these lovely people help spread the word, increase brand exposure and drive sales more effectively than a traditional ad campaign.

Why community management is so important in post ICO?

Now that we’ve explained what community management is and why it’s so important, we want to discuss one more topic in depth: the post ICO phase.

In recent years, communities became a necessity rather than a luxury for crypto projects. After all, if there’s no community, who will buy the coin and support the project? The entire model depends on the establishment of a community. But the market has changed yet again. Without discussing why or how, many companies today are raising funds privately and feel that there’s “no need” for a brand community. Another important development is the evolving crisis in the crypto industry over the massive problem of fake accounts. A Telegram group with 100K members isn’t something to flaunt anymore. The automatic assumption of anyone that enters such group is that it’s is full of bots and fake accounts.

That’s a good example of the many projects that mistakenly scoff at the importance of communities and don’t even try to build one. Some ICOs even try to reach their hard cap without creating a Telegram group.

But everyone reaches a certain stage at which they understand that a community is hugely important for reasons far beyond reaching the hard cap and bringing in money for the post ICO project.

Some companies understand this at a relatively early stage and others only get it as they struggle after a successful ICO, but the conclusion is the same for both: without a community, the project is likely to fail (we say “likely” because, of course, there are exceptions to every rule).

So why is it actually so important to have a community in the post ICO stage?

  1. Users – Ok, you’ve raised money to create an amazing platform. You already have a working product and private investors have given you all the resources you need. That’s great, but who’s going to use your platform?! No community means no group of potential users. Without a community, there is no one that believes in your product or waits to use it with building anticipation; without that, you’ve got nothing. We all know that even the most amazing ideas can fail if users aren’t brought on board.
  2. Token holders – If your token is traded on an exchange (especially before you have released a completed product or implemented a system to affect its worth), its value will be decided by the rules of supply and demand alone. If you don’t have a community, then who are your token holders? Just big investors who bought huge amounts of tokens. Their value is low and there’s no demand because you don’t have a community! Who even knows about your token and why would they want to buy it? Meanwhile, the tokens you saved in lockup for your team that worked hard on the project, quickly lose their value.
  3. Product development – The product development stage is difficult and complex; support for a community could only help. The community can give advice, act as trial users, identify flaws and more, helping you perfect your product.
  4. Investors relations- It’s up to us to watch out for our investors. Strong community management and sending out a newsletter focused on providing updates on product development will keep investors close and give them the feeling of involvement that they’re looking for.

*Tip: FAQs have become a major tool in recent years as they help investors deal with questions they are likely to encounter along the way.

Community management post-ICO is similar in many ways to community management in non-crypto industries: You have a product or a product in development and you need to get it out there like any other company. A strong community that follows you from the ICO phase (even if they didn’t give money to the project) will make it easier for you to manage your sales efforts.

How to become an official Emissary!

community management

The Emissary Guild is a community for people who love ICOs and want to see them succeed. We have many kinds of friends: crypto enthusiasts, ICO contributors, bounty hunters, crypto influencers, translators and moderators. Together, we help ICOs reach their goals and get rewarded for doing so.

Our members, or to be precise – emissaries, are the most important things. Without them, we couldn’t do our job. Those are the people who help us spread the word if it’s by joining our bounty programs, translating Whitepapers into many languages or creating review videos… And we recognize their importance, so we make sure to reward them properly.

If you are a blogger, video maker, translator, Telegram moderator, bounty hunter or even just a crypto-enthusiast, you’re in the right place. We need you, and we’re 100% sure you also need us.

How to join the community

Our community has a home – our Discord! Click here to join!
In our Discord, you can find 2 types of rooms (channels):

  1. Public channels: can be found in the “Emissary Guild Community” and the “Discussions” categories. Those channels are open to everyone, including newbies. You can visit those channels, join the conversation and contribute your opinion.  
  2. Private channels: can be found in the special category: “The Emissaries”. The channels in this category are open only to our Emissaries!

So, what’s in it for you?

Only our emissaries, our loyal friends, will have access to the private rooms. In those private rooms, we will be posting all kinds of interesting offers, like:
Writing opportunities
Special bonuses for bounty hunters
Video making gigs
Translation tasks
Investment opportunities
And so much more…

Since we are working closely with ICO teams, we have the ability to offer cool special stuff to our community members! So this is why you definitely want to become an Emissary! Why would you skip this amazing opportunity? Absolutely no reason.

 How to become an Emissary?

To become an emissary and gain access to the private rooms, all you gotta do is bring 5 friends! That’s all.

How can you bring 5 friends?

  1. Create a private invite (don’t know how? Check out this video:  https://youtu.be/74pZkg6O9Es)
  2. Use your special link to invite 5 friends
  3. Every Monday, we will scan the invites and grant an emissary role to those of you who brought 5 friends!

Got any questions? Join our Discord and visit our #general channel to get in touch with the team!

Good Luck!

 

Discord for newbies!

community management

If you ask Wikipedia, “Discord is a proprietary freeware voice-over-Internet Protocol application designed for video gaming communities, that specializes in text, image, video and audio communication between users in a chat channel.”

In simple words, Discord is a communication app, much like Telegram or WhatsApp. It’s a place where communities can get together and interact with each other. The Discord app works with desktop and mobile platforms, combining the features of a chat lobby, a message board, and voice chats into one app.

We at the Emissary Guild have decided Discord would be the perfect home for our community (Join our Discord Here) Why not Telegram, you ask? After all, cryptocurrencies communities have taken over Telegram and everyone already knows how it works. Well, simply because Discord has some features and options that are not available in other apps.

We made a “Discord for newbies guide” just for you! Click Here