Ensuring the community’s voice is heard
The Challenge
As dementia is a sensitive health issue for many Australians and their families, navigating community management for Dementia Australia requires attention to detail and nuance. Monitoring social engagement across 40 individual ads (across 4 key internal divisions) meant a well considered community management framework was required.
The Approach
We worked collaboratively with Dementia Australia to align on an FAQ database. From here we developed a consistent list of responses for community engagement that we use to respond on posts twice daily.
In order to maintain a strong, collaborative approach to monitoring, we provide twice-daily summary reports to flag any interactions that require assistance, as well as monthly and quarterly summaries to provide an overview of engagement and community sentiment.
We implemented a number of initiatives to provide valuable insights to Dementia Australia. Our introduction of Weekly Activity Summaries provides an overview of all activity seen for the previous 7 days. We also introduced Sentiment Analysis across all ad units to paint a more detailed picture of community engagement and sentiment in order to contextualise performance data.
