Top ten things all Community Managers need to know… but maybe don’t

    Thinktank Social

    So you’ve got you’re Facebook Page set up for your business, and you’re getting your name out there and increasing the number of fans. Your fans are becoming more active and engaged with your content, but you’re wondering if there’s a more effective way to manage the Page, and improve your impact. Here’s a few simple ideas that you may not have implemented, or even thought of trying (and perhaps a couple that you’re already smashing it on)!

    1. Changing your Facebook Page URL. You can now change your Page’s Vanity URL once without having to submit a request to Facebook. To do this, just go to Facebook.com/username and change it there. Simple! Just FYI – If you want to change it again, and you have less than 200 Likes, you can use the above process. If you have more than 200 Likes, then you’ll need to submit a request with Facebook.
    2. Acting as a Person and not a Page when accessing a Facebook app. Have you ever tried to check a Facebook App, for example your latest competition, and couldn’t see it? Did you have a moment of panic? You need to be mindful of which ‘Voice’ you’re using to access the app. Facebook normally defaults to the Page name when you access anything within the page that you’re an admin for, so you’ll need to change the ‘Voice’ to your own name in order to view any apps. To do this, just go to the Page and click on ‘Voice’ at the top of the screen, and select the option to ‘Change to’ your own name. Check the App again, and you’ll see that your moment of panic was for nothing. Phew!
    3. Make your Facebook community aware if your App is not available on mobiles. You may have an App that is only accessible via a web page on a computer, rather than on a mobile. The easiest way to avoid negative comments on your page by people who try to access your app via their mobile device (only to get error messages), is to be clear in the App description that it’s “not available via mobile devices”. Or design a splash page that pops up if accessed by a mobile saying – this competition can’t be accessed by mobile. We all know that not everyone pays attention to every detail you may write, but at least it will reduce the number of negative comments from frustrated users trying to access your App on their mobile.
    4. Merging  Places or Wiki Pages with your official page. You may notice that people have been “checking in” to your business name, but there are now multiple versions of the same business name, which can cause confusion for people trying to select the correct one. How do you fix this? Perform a search for your business name. If you notice that more people have checked in to a Place Page, than the number of users who have ‘liked’ your Business Page, then you can merge the Page into the Place (select edit page -> select resources -> select merge pages). In other words, whichever has the lesser number of users gets merged into the larger Page or Place. By doing this, you’ve now got greater visibility for your business and it’s easier for customers to find your locations using their mobile device.
    5. Using a profanity filter. This may be necessary to try and keep things “nice” on your Page, if you’ve got a constant stream of comments. You can set up a keyword moderation blocklist and a profanity blocklist that filters wall posts. Page Admins can create the list from the Manage Permissions tab.
    6. Creating a House Rules Tab. By setting up a ‘House Rules’ tab, you can communicate to your community how you intend to moderate your Page, what content is unacceptable and what content will be removed.
    7. Engaging your fans with not just ‘on-topic’ content. No one like to be sold to all the time, so you may find more interaction from your users when you create posts that offer light-hearted content. Facebook Pages that offer a variety of posts will keep their users interested, and also attract new followers who may land on your page after noticing a friends’ interaction with your post. An occasional joke, or silly photo can make a great impact, in between your posts about your product or next event.
    8. Reducing URLs in your Page posts. You may find that posting a link to your website (for example) will leave a full URL footprint on your Page, which looks messy. There’s a couple of ways you can ‘reduce the clutter’ so to speak. You can either use a URL shortening program (such as bit.ly or similar) to create a smaller URL link that you may place within your text describing the link. Or you can place the full link to the external website onto your wall, and wait for it to load the website image, then delete the lengthy URL link. The website image will remain. Either of these options will create a much tidier Page.
    9. Checking the cover photo rules. Check the Facebook Page Guidelines for this, but here’s a few little snippets… Covers may not include: price or purchase information; contact information (incl website address, email, mailing address- these should be in your ‘About’ section); references to Facebook features or actions, such as “Like” or “Share” or an arrow pointing from the cover photo to any of these features; and calls to action, such as “tell your friends”. Ouch! It’s not that bad really, think of your cover photo as a great way to visually describe who you are, or what you’re about. How often you update this image is up to you!
    10. You must use an App when running competitions on your Page. Many Admins forget this, but if you check the Facebook Page Guidelines again, you’ll see some pretty specific rules for how Admins are to communicate about or administer a promotion or competition. You must use a Page App, instead of just updating a status detailing the instructions for the competition.  Conditions of your competition must not require a user to enter by liking a wall post, or commenting or uploading on a Wall. You cannot use Facebook features, such as the act of liking a Page, or checking into a Place as a means of entering. You must also not notify the winners through Facebook (eg through messages, chat, posts). Remember you’ll probably need a permit, unless it’s a game of skill (read more about how you can obtain permits here) If you don’t comply with these guidelines, Facebook can remove your Page, and all your hard work of building up your community will be gone!

    Was this helpful? There are so many more useful tips out there. If you have any to share then we welcome you to share these in the comments section below.