# Community management

URL: https://tnb-tech.com/en/glossary/community-management/

## What is community management?

Community management is the daily work of talking to the people around a brand: answering comments and messages, moderating, and handling the questions people ask before they buy. It also means going back to a customer when something went wrong. It is not content production — the post is the occasion, the conversation after it is the job — and it is measured by response time and by how many questions get an answer.

**Example**

A women’s shoe shop posts three times a week and collects around 90 comments and 40 messages in that week. Half the messages are the same question: do you have this model in a 38?

The job here is three things. Answer within a few hours during the working day, because someone asking about stock buys today or not at all. Record the repeating questions — after a month it is obvious that the size chart cannot be read on a phone. And answer the public complaint about a late delivery in public, briefly, instead of deleting it.

The effect shows up in numbers already being tracked: of 40 messages, 12 become orders. After the size chart is fixed, size questions halve, and the same person now has time to answer more people.

**Why it matters for a business**

A comment under an ad is public. An unanswered question sits under the post you are paying to show, and every later reader sees it. Unanswered messages are not a missed courtesy; they are missed orders on traffic that has already been bought.

A community is also the cheapest product research available. The objections you hear in direct messages are the same objections that stop people at checkout, and they arrive months before they show up in a report. The work is measured by response time, by the share of questions answered, and by whether the repeating ones ever reach the website, not by engagement rate alone.

**What to ask**

- What is our response time, in which hours, and who covers the weekend?
- Are there prepared answers for the repeating questions, and who keeps them current?
- What do we do with a negative comment — when do we answer publicly, when privately, when do we hide it?
- Who may speak for the company, and who escalates to the owner?
- How do the repeating questions reach the site and the product instead of staying in the inbox?Replies, moderation and a monthly read of the repeating themes are part of social media management.

- Services: [Social media management](https://tnb-tech.com/en/services/social-media-management/)
- Glossary: https://tnb-tech.com/en/glossary/