Community & Channel Management


Your social channels are the voice of your brand, so it’s important to get it right. We believe that time invested up front in establishing a community management strategy is therefore time well spent. 

To create a well-rounded digital strategy, we would first of all assess your existing social media channels to discover how they are used by you and your customers and what performance improvements could be made. 

We would then look at what other channels could be utilised and the role each channel would play in your consumer communications.

This information would enable us to create a clear Channel Plan. The Channel Plan is essential as it enables efforts to be focussed to make the most efficient use of valuable time and resources. 

It will establish the following:

  • A calendar of regular postings that consider location, formats and frequency
  • Agreed management and response times
  • Customer service and engagement metrics
  • A continually updated response/FAQ document to ensure that a consistent message is delivered
  • Copy and image guidelines to ensure a consistent tone of voice and appropriate replies.
  • An agreed escalation process
  • A mechanism for monitoring events and other marketing activity to inform content.