How to build spam-free online communities using social media?
I put in place social media guidelines for our audience to adhere to to keep the community safe for all involved.
I was regularly engaging with fans in the comments, replying to their queries, and deleting abusive comments & fan posts.
I did limited ORM for a total of 14 Facebook Pages that were all things Cricket and Sports.
How to create an engaging community on social media platforms?
I moderated comments on a day-to-day basis as part of my job at Trivone for brand Khelnama.
I was engaging with fans in the comments, listening to their conversation, and responding wherever necessary.
I did limited ORM for Khelnama's official social media profiles on Facebook, Twitter, and Google+.
How to manage brand interactions with huge fan followings on a daily basis?
I wrote down social media guidelines for TSD's entire clientele to keep the posts and comments moderation process easy and manageable for all internal stakeholders to see, follow, enforce, and enact, as and when required.
I performed limited ORM and alerted the key persons whenever there was a case of conflict, account hack, or brand deteriorating posts which require further intervention that was beyond my scope to sort out in a given moment.
I did social listening for Kings XI Punjab, Women Cricketers (8), Men Hockey Players (3), and multiple Sports Communities that were owned by the company during my tenure at the company.
These accounts were on Facebook, Twitter, Instagram, and Google+.
How to spark healthy communication for a newly-launched brand that sells physical products?
I was responsible for fan engagement for World Class Willow India's newly-created official social media channels.
I was regularly answering to fan's queries for WCW's products and services, directing fans to next prompt when required, intimating founders about inbound sponsorship queries coming from some fans on social, and keeping an eye on trolls and abusive comments to create a welcoming community for the target audience.
The platforms where I did social monitoring and listening for WCW India were on Facebook, Twitter, and Instagram.
How to build a community for a brand using social that has an active website and app?
I was tasked with building and growing an engaging community for OneCricket on social platforms with a team from almost zero.
I did limited ORM, engaged with fans in the comments, replied to their DMs, and interacted with fans' IG Stories that mentioned OneCricket as part of my job.
I even spotted some accounts were stealing our content, and requested them to either give credit back to us or simply delete the post in its entirety.
I did all this (and more) on OneCricket's official social media channels on Facebook, Twitter, and Instagram.
I have experience of moderating both small and large brand communities + building new ones from scratch.
I used no specific tools for social listening and content moderation. Instead, I found daily manual checks to be enough to recognise bad actors as I was involved in day-to-day social media activities for the above brands.
For Cricket Sensex, I single-handedly moderated comments and conversations 99% of the times.
For Khelnama, there were internal teams (+ me as an intern) to keep the community brand safe.
For KXIP, there was a dedicated PR agency to handle brand's communication in case of a brand crisis.
For WCW, I was solely responsible for managing, moderating, and listening to fans' conversation on brand's social media channels.
For OneCricket, I was in charge of making sure brand's social presence is in good health while promoting their website and app with a team of designers.
Going forward, I am interested in using dedicated ORM tools to gain a deeper insights into how general fans and loyal community users shape the overall brand conversation on social, digital & online spaces. : )