Sometimes when I talk about Community Management people immediately think that is an operative task. However, the role of a CM is highly important for a company because they are having one-to-one conversation with customers and prospective clients.
Community Management can be handle in 2 different ways: either you moderate or you educate. Both of them are right. And you need to choose one method that aligns with your strategy.
Differences between Moderation versus Education
- They read & answer posts, make reports and solve problems on a daily basis
- Report on community trends and problems
- Clean up spam and content that goes against the guidelines
- Mediates disputes among members
- Operational work
- Follow the rules that have been already created by someone else
- Build long-term relationships and encourage users to generate content
- Drive engagement
- Set up guidelines and make the rules
- Analyse, build reports and get insights from the community
- Strategic view/approach
- It is a promoter of the community inside and outside the company
After this analysis, I decided to create a poll on my Twitter account with the aim to understand how Community Managers handle their communities. The result was surprisingly good: 73% said that they choose to educate rather than moderate.
This means that not only Community Management but also other areas in a company are moving forward. Education is key to success. Only by educating our community we will build up an environment where customers and companies are working together as a team.
Which method would you prefer or apply at the moment? Leave your comment on the box below!