Sanka Academy

The community management process: A Step by Step Guide


Last Update: June 7, 2023


It's no secret that community engagement is essential to the success of any online platform or business.

But what exactly is community engagement? And how can you ensure that your community remains engaged?

The answer lies in the AMCE model - a process that stands for Attention, Meaning, Connection, and Engagement.

Keep reading to find out more about this ultimate community management process and how it can keep your community engaged!

What is the community management process and the AMCE model?

Community management process refers to the process of building and maintaining an online community.

This process involves various tasks such as defining community goals and objectives, identifying the target audience, creating content, engaging with members, moderating discussions, and measuring success metrics.

The goal of community management is to keep the community engaged and active. This can be done in a number of ways, but one popular method is the AMCE model.

The AMCE model stands for Attention, Moderation, Curation, and Engagement. These are the four pillars of successful community management. Let's take a closer look at each one.

  • Attention: In order to keep your community engaged, you need to give it attention. This means regularly checking in on conversations, responding to questions and comments, and generally being present.
  • Moderation: An important part of keeping your community engaged is moderating content. This means making sure that all content meets your guidelines and is appropriate for your audience. It also means removing spam and other unwanted content.
  • Curation: Curation is all about curating content for your community. This means finding and sharing relevant and interesting content with your members. It can also involve creating original content for your community.
  • Engagement: Finally, engagement is all about interacting with your community members. This means participating in conversations, asking and answering questions, and generally being

Benefits of having a well-built community management process

A well-built community management process can have a number of benefits for both businesses and consumers.

  1. Increased Customer Loyalty: A well-managed community can foster a sense of belonging among members, leading to increased customer loyalty. Members who feel valued and heard are more likely to become loyal advocates of your brand.
  2. Improved Engagement: Effective community management helps to create a space where members can engage with each other and with your brand. This leads to increased engagement, higher levels of participation, and better collaboration.
  3. Better Customer Insights: By monitoring community discussion and feedback, businesses can gain a better understanding of their customers' needs and preferences. This information can help improve product development and service delivery.
  4. Cost Savings: An active community can help reduce support costs as members are often willing to provide support to each other. By providing a platform for self-help, businesses can save on support staff and resources.
  5. Brand Advocacy: Active community members can become brand ambassadors, sharing positive experiences with others and promoting your brand organically. This can lead to increased brand awareness, improved reputation, and new customers.
  6. Innovation: Communities provide a space for members to share ideas and collaborate on solutions. This can lead to new product or service ideas, innovation, and improvement.
  7. Measurable Results: A well-built community management process allows for the tracking and measurement of key performance indicators (KPIs) such as engagement, satisfaction, and customer retention. This data can be used to measure the success of community initiatives and make data-driven decisions.

Clearly, there are many advantages to having a well-functioning community management process in place.

Community Management Process: How to keep your community active and engaged

Creating and managing an online community is no easy feat - it requires careful planning, dedicated resources, and continuous investments in order to keep the peace.

We'll walk you through the process of building and managing a thriving online community, complete with a handy checklist to keep you on track.

Community management process - overview

Let's first take a look at the overview of the community management process we're going to cover. There are many types of communities but generally all follow these steps.

  1. Monitoring: Always be listening

  2. Engaging: Spark and spur conversations

  3. Moderating: Maintain healthy interactions

  4. Measuring: Get feedback from your community

  5. Back to #1. Rinse and repeat.

We call this process the "community management lifecycle"

Monitoring: Always be listening

As a community manager, it’s important to always be monitoring what’s going on in your community.

This means reading and responding to comments and questions on social media channels, as well as keeping an eye on conversations on community forums, and other online (or potentially even offline) channels for mentions of your community.

It can be helpful to set up Google Alerts and social listening tools for your community’s name, as well as key topics and hashtags, so you can easily stay on top of any conversations happening about your community.

By following these tips, you can build a thriving online community that will benefit both you and your business.

Additionally, it’s important to track the health of your community over time. By regularly reviewing metrics like engagement, retention, and satisfaction, you can identify any issues early on and take steps to address them.

Engaging: Spark and spur conversations

Once you’ve built up a community, it’s important to keep it going.

When it comes to engaging your community, there are a few key things to keep in mind.

First, you need to make sure that you're sparking conversations and giving people something to talk about.

If there's nothing to discuss, then people will quickly lose interest. Secondly, you need to be active in the conversation yourself.

This doesn't mean that you need to be constantly talking, but you should contribute when you can and help to keep the conversation flowing.

Finally, you need to make sure that you're listening to what people are saying and taking their feedback on board.

If you're not doing these things, then it's likely that your community will quickly become inactive.


  1. Make sure that there is always something for people to talk about by regularly creating new content and sparking discussions.
  2. Get involved in the conversation yourself by contributing when you can and helping to keep things flowing.
  3. Listen to what people are saying and take their feedback on board so that you can improve the community.

Moderating: maintain healthy interactions

Community moderation is key to maintaining healthy conversations. If someone posts something inappropriate or offensive, you need to know how to handle it.

The way you moderate your community will depend on your goals and the type of community you have, but there are some general guidelines you can follow:

  • Be clear about what’s allowed and not allowed in your community. Make sure your rules are easily accessible and that everyone knows where to find them.
  • When someone breaks the rules, take action quickly and consistently. This could mean anything from issuing a warning to banning the person from the community.
  • Be respectful and professional when dealing with people who break the rules. Remember that you’re representing your community, so it’s important to maintain a positive image.

As a community manager, it's your job to protect the reputation of your company or organization. That means moderating content and comments to make sure they're respectful and on-topic.

It can be a tough balancing act, but it's important to remember that you're the one in charge.

Here are a few tips for moderating your community:

  • Be clear about your rules. Make sure everyone knows what is and isn't acceptable behavior in your community.
  • Be consistent. If you let someone slide on a rule once, they'll expect to be able to do it again. Be fair and consistent in your enforcement of the rules.
  • Be timely. Don't let problems fester; address them as soon as possible.
  • Be firm but polite. You don't have to be friends with everyone, but you should always be respectful.

Remember, you're the one in charge. It's up to you to keep your community a safe and enjoyable place for everyone involved. If done well, you can protect the reputation of your community.

It's also important to be aware of the tone of your community. If it's too negative, readers will get turned off and stop reading it. Keep an eye on the overall tone of your blog and make sure that it remains positive.

Measuring: Get feedback from your community

The first step to creating a successful community is to get feedback from your target audience. What do they want to see in a community? What would make them feel engaged and motivated to participate?

Once you have a good understanding of what your community wants, you can start to build out the infrastructure and processes needed to make it happen. But before you do that, it's important to set some ground rules.

Here are a few things to keep in mind when creating your community:

  1. Keep it organized. A well-organized community will be more likely to attract and retain members.
  2. Keep it relevant. Make sure your content is relevant to the interests of your target audience. If it's not, they're likely to lose interest quickly.
  3. Keep it engaging. An engaging community is one that is active and lively. Keep the conversation flowing by posting interesting content and encouraging members to interact with each other.
  4. Keep it supportive. A supportive community is one where members feel like they can rely on each other for help and advice. cultivate this feeling by being responsive to member questions and concerns.
  5. Keep it safe. A safe community is one where members feel

Wrap-up and next action

As you can see, there's a lot to think about when it comes to building and managing communities. But don't worry, we've got you covered. We've created a handy Community Management Process & Checklist that you can use to make sure you're covering all your bases.

Now it's time to put all of this into action. So pick a community management strategy and get started today. And if you need any help along the way, be sure to reach out to us. We're always happy to help!

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