How it works
A calm, documented way of working
Every account follows the same four stages, adjusted to the channels, coverage and service levels we agree with you.
- 01
Onboard
Understand the brand, audience, channels, workflows and escalation rules.
- Brand, product and audience familiarisation
- Channel and profile review
- Tone of voice and response guidance
- Escalation rules for sensitive conversations
- Stakeholder and approval mapping
- 02
Set up
Establish access, tools, calendars, approval processes and reporting infrastructure.
- Access and permission collection
- Scheduling and inbox tooling
- Content calendar structure
- Approval workflow configuration
- Reporting templates and data sources
- 03
Manage
Publish, engage, respond, escalate and maintain agreed coverage.
- Scheduled publication and quality control
- Comment monitoring and engagement
- Inbox handling within agreed response times
- UGC identification and permissioned resharing
- Weekend coverage where agreed
- 04
Improve
Review channel performance and refine the operating plan.
- Monthly reporting and review call
- Community theme and sentiment observations
- Publishing and coverage adjustments
- Recommendations for the next period
Want to see how this would work for your channels?
A consultation covers your current set-up, coverage needs and the workload involved.