Social media isn't linear TV.
Your audience isn't sitting on a couch passively watching. They're commenting, sharing, questioning, and expecting a response. When you ignore them, you look like every other faceless brand that treats social media as a billboard.
Community management is where brands become human.
It's how you flip negative sentiment into positive. It's how you turn casual followers into genuine fans. It's how you show people there's actually someone behind the logo.
When One NZ came to us, they had 80% negative sentiment after a rebrand backlash. Through strategic community management, we flipped that to 86% positive. Not by deleting comments or hiding from criticism. By showing up, responding authentically, and proving the brand actually cared.
That's what real community management looks like.
But community management isn't just about replies. It's a critical input into your content strategy.
Our community managers sit in the same room as your content creators and creative strategists. They're part of the pod, not an outsourced afterthought. They hear what your audience is saying and feed that directly into the content process.
What questions keep coming up? What are people loving? What's falling flat? This qualitative data shapes what we create next. It's how our agile content approach actually works.
We respond within 24 hours, 7 days a week. We respond in your brand voice, which we establish through a tone of voice workshop during onboarding. And when the strategy calls for it, we proactively engage with other accounts, trends, and conversations to expand your reach.
This isn't a junior scrolling through comments. It's a strategic function that connects your audience insights directly to your content engine.
7-day community management coverage from 9am to 5pm.
Response to all comments and DMs within 24 hours.
Replies written in your brand voice, established through a tone of voice workshop.
Proactive engagement with other accounts, trends, and conversations when strategy calls for it.
Monitoring of mentions and brand sentiment across platforms.
Qualitative data and audience insights fed directly to your content creators and creative strategists.
A community manager embedded in your pod who understands the strategy and content, not an outsourced team working in isolation.
Sentiment tracking and reporting so you can see how perception shifts over time.
Onboarding
During your 4-week onboarding, we run a tone of voice workshop to define how your brand sounds in comments and DMs. This covers personality, language, emojis, how to handle negativity, and when to escalate.
Daily Management
Every day, your community manager reviews all comments, DMs, and mentions across your active platforms. They respond in your brand voice, engage with relevant conversations, and flag anything that needs attention.
Weekly Insights
Each week, your community manager shares qualitative insights with the pod. What's resonating. What questions keep coming up. What sentiment looks like. This feeds directly into content ideation.
Ongoing Refinement
As your content evolves, so does your community management approach. We adjust tone, response strategies, and engagement tactics based on what we learn.
This is built into your monthly retainer. Community management isn't optional because it's essential to how our agile content approach works. The feedback loop between audience and content is what makes everything improve over time.
