Community Management Playbook

Produces a client's community response guide: platform SLAs, ready reply templates, escalation to the client, negative-review handling, proactive engagement and a monthly community health scorecard, with Uganda and East African defaults.

Use When

• Response-time targets and reply templates for enquiries, complaints, delivery problems, abusive comments and reviews on the brand's pages.
• Customer service in WhatsApp, Messenger and comment inboxes: triage, complaint scripts, saved replies and staff training.
• Followers like posts but never enquire; find where they sit on Like-Know-Trust and plan a 10-4-1 content mix to build trust.
• Launch a niche group on WhatsApp, a Facebook Group or LinkedIn with house rules, founding members and a reason for members to stay.
• A monthly scorecard for engagement and conversation quality, with clear rules on when to escalate to the client.

Do Not Use When

• playbook-reputation-management for a reputation audit, review generation and recovery once ratings have been damaged.
• playbook-crisis-communications when a post has gone viral for the wrong reasons or the media are calling.
• playbook-chatbot-strategy for automated inbox replies and bot flows.
• Stop before deleting comments, banning members or replying publicly to a sensitive complaint without the client's approval; escalate and deliver a draft reply.

Required Inputs