1. Follow us on http://www.brandministry.fr
Community Management
The 10 Golden Rules
Out-of-the-box thinking for your social
media communication

2. The 10 CM Golden Rules
1. Be an example to the community
2. Offer fans what they are looking for
3. Post on a relevant periodicity: avoid spam & information overdose
4. Encourage proximity: use “we” and make the fan feel part of it
5. Smartly manage incidents and conflicts - avoid censure, make the
community participate and turn it into something positive
6. Involve fans into the brandʼs activities (new product, logo, etc...)
7. Make sure newcomers stick to it - offer welcome prizes, etc...
8. Leverage your communityʼs specificities
9. Make the fan someone responsible
10. Create regular and worthwhile meeting points: chat discussion,
special events

3. 1. Be an example to the community
The community manager
becomes the reference for users
e.g. «big brother» for the youth
segment, the product specialist
for a car maker community

4. 2. Offer fans what they are looking for
Provide users with relevant
promotions, goodies or
special prizes. Share only
informations which brings
an added-value to the
relationship, not mixing
public and private spheres.

5. 3. Post on a relevant periodicity: avoid spam
& information overdose
The community
manager always posts
at relevant intervals and
therefore optimizes the
information relevancy

6. 4. Encourage proximity: use “we” and make
the fan feel part of it
Users like to feel they
are very much part of
and important to the
community

7. 5. Smartly manage incidents and conflicts
Any incident must be identified
and dealt with as early as
possible. A strong but
«diplomatic» attitude is often
most adapted. Do not make
users feel you censure them,
rather be transparent and
explain why you need to
intervene.

8. 6. Involve fans into the brand’s activities
To make users feel
«close to the brand» is
what is most rewarding
to them. Always try to
involve them into
companyʼs activities, e.g.
feed-back on new
product collection

9. 7. Make sure newcomers stick to it
All newcomers must be
welcomed if you want
them to become
recurrent visitors or fans

10. 8. Leverage your community’s specificities
Every community has
its own specificities.
Identify them and adapt
your tone/content to
make the most of it.

11. 9. Make the fan someone responsible
Every member can
bring something to the
community and can be
valued through it

12. 10. Create regular & worthwile meeting
points
References & regular
meetings put the
community at the center
of every fanʼs life

13. Find more on http://www.brandministry.fr
Follow us @brand_ministry