We asked, “Does your community manager share personal details when speaking on behalf of the brand?” Here are the responses:
As with all things social media, there are not really any known best practices. All of us work to develop better practices for ourselves, companies and clients.
The amount of personal details a community manager shares is a matter of preference, comfort and company culture. Sure, industry also comes into play, but employee empowerment, trust, and the fear of offending someone are at the core of this issue.
What the heck is a “single brand voice” anyway? Have you ever met one? We don’t talk to brands or companies—we talk to the people who represent them. People have feelings, emotions, personalities and interests. Ideally, a common interest between you and your online community is your company.