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Community Management Fundamentals



Learn how to build, grow, and maintain a thriving community on social media

Do you want to create a brand that resonates with its audience, capable of generating engaging conversations around your product? Hana Jay Klokner has been working with brands to perfect their community management strategy for over ten years, with a client list of major brands that include Amazon, glh Hotels, and the United Nations.

In this course, learn how to build an active, vibrant, and engaged community of followers for your brand. By following Hana’s expert advice, discover how to build a strong community management strategy from scratch, seeing how to apply everything you learn along the way with Hana’s case study to ensure you build a thriving community around your brand.

About this course

Hana begins by telling you about herself, about the start of her career, what winning means to her, and what influences how she works. She also shows you what she teaches in the course and what you will achieve once you’ve completed it.

Learn the fundamentals of community management and how it differs from social media management. Begin working with Hana’s case study, starting with an analysis of the brand’s social media accounts. Next, define your community management goals and learn how to create “S.M.A.R.T” goals. See how to keep track of your goals using the analytics tools from the most-used social media platforms. Once you have seen how to measure your progress and some case study examples, define the KPIs for your brand.

Start the following unit by learning about how users behave on social media platforms, seeing their key habits to identify which platforms will work best for your brand. See how to define your target audience using data using Hana’s fun method and then learn about social listening and how it can help you to learn more about your target audience. Work on your brand’s tone and voice to find one that fits your brand’s personality. Learn Hana’s strategy when it comes to responding to all kinds of feedback, seeing the best ways to tackle negative feedback and complaints.

In the final unit, conclude your social media management strategy by going through Hana’s best practices and see her do’s and don’ts to maintain a good standard of communication. To finish, review each job role involved in carrying out a brand’s social media strategy to see which job best suits your next hire or job application.

What is this course’s project?

Build a community management strategy based on the goals you develop throughout the course, seeing all the activities you need to reach your goals and build a solid relationship with your audience.

Who is it for?

This course is for anyone interested in growing a brand, as well as for business owners, social media managers, marketers, and all those who want to improve their personal branding.

What you need

You’ll need an intermediate level in the use of Instagram, Facebook, and Twitter, and to be actively engaged in at least one of the three. Good communication skills are also required, as well as a basic understanding of your brand’s audience and community.⠀⠀⠀

As for materials, you will need a computer.



U1: Introduction

  • About Me
  • Influences
  • What We Will Do in the Course?

U2: Community Management 101

  • What is Community Management
  • Introducing the Case Study: Tarsila Kruse 1
  • Introducing the Case Study: Tarsila Kruse 2
  • What’s Going On In The World Of Social Media
  • Setting Goals
  • Measuring Results – The Key To Success 1
  • Measuring Results – The Key To Success 2

U3: From Foundation to a Thriving Community

  • Choosing the Right Platform for Community Management
  • Target Audience 1
  • Target Audience 2
  • Social Listening
  • Brand Voice and Tone
  • Moderation
  • Engagement: Techniques for Social Proof 1
  • Engagement: Techniques for Social Proof 2

U4: Community Management: Best Practices

  • Developing a Community Management Strategy
  • Community Management Dos and Don’ts
  • Team Roles in Social Media Marketing

Final Project

  • Community Management Strategy