EXPERIENCED SUPPORT FOR CHARITIES
We are highly experienced in all aspects of charity community management and moderation, including advising on risk, constructing support workflows and robust escalation processes. Many of our team have worked with charity engagement for over ten years – especially when it comes to forums, groups and communities. We are proud to have partnered with some of the UK's leading names.
We specialise in working with digital, advertising, PR and employer branding agencies
FORUM COMMUNITY MANAGEMENT AND MODERATION
As StrawberrySocial, we have been doing out of hours’ moderation for charity clients for over four years. But, many of our team have been doing this within the industry for over 12 years. Our current team includes people with online safety qualifications such as CEOP and NSPCC as well as being Moderation Gateway certified.
Charity forums require a different type of moderation than brand pages. A subtler touch, an understanding of the issue and/or illness and how it can affect people’s behaviour. This goes for drug side-effects too. Each forum is different, each user important. We also work within closed communities, such as Facebook Groups, and across social channels in general.
We currently work with Prostate Cancer UK (read the case studies), Help for Heroes and National Deaf Children's Society - among others. Within the industry, we have also worked with Mind, CharityComms, MS Society, Parkinson's UK, Barnardos and NDCS.
As a company that is focused on a smaller number of focused areas of expertise, you can expect to receive from us a more tailored approach. Each member of our team will be able to be contacted whilst on shift and all are trained in crisis escalation. They are also very invested in the work they carry out for charities.
WHAT WE CAN DO FOR YOU
We provide moderation and community management shifts out of office hours ensuring your late nights and weekends are covered, keeping your users safe as well as safeguarding your charity’s reputation.
WRITING FAQS AND ENGAGEMENT RESPONSES
We are well versed in writing response templates and FAQs for use in sign-posting avenues of help for users as well as wording for dealing with emergencies. We also can write greetings and ‘how to use our community’ content for new users.
Our CEOP Ambassador and NSPCC trained staff can consult on the best way to implement procedures or house rules on your forums or social channels. We have a collated list that covers most eventualities (we say ‘most’ as, you can never be complacent).
We can log in as a moderator to advise your community as to guidelines and sign-posting avenues of help in crisis. Or, we can be a friendly greeter, making members feel at home and helping them find relevant conversations for them. We can apply different tones of voice for each persona.
CONSULTANCY, ADVICE AND WORKSHOPS
We understand that budgets for the charity sector are tight. Therefore, we can offer tailored packages to help, as both one-offs and on-going provision. For example, you may want to have a half day consultancy/workshop to discuss and plan how to increase engagement in your communities, revive a quiet forum or construct complex (strong) escalation workflows. This is something we can do, and do well. Just drop us a line to scope out what you need and the budget you need to adhere to. If it’s not something we can support you with, we will likely know someone we can recommend.
CRISIS AND RISK ASSESSMENT
Charities are not immune from the kind of social media crisis that can destroy confidence in your ‘brand’. Before thinking “it will never happen to us”, any communications manager working for a charity needs to put a plan in place for when it actually does. You will need to be able to scale up your social media response in the first few hours, and to be ready to correct misinformation, facilitate justified criticism and to just listen.
Our goal at all times is to provide your community with a safe, open space in which to discuss the issue on which your charity is focused. Whether you are gearing up to a fund-raising campaign, responding to a disaster in which your charity will be in the front line, or – as we have seen too frequently recently – safeguarding the brand’s identity and ethos in the face of deserved or undeserved criticism. We can work with you to make your online presence positive, engaging and responsive.
Charities, by their nature, shouldn’t be spending a fortune on social media crisis planning, moderation and social media engagement. We have the expertise to help you communicate with and listen to the people who you need to reach – some of whom are, of course, very vulnerable.
Says Sue Boyes, Peer Support Manager at Prostate Cancer UK:
“We feel reassured that when we leave the office, StrawberrySocial carry on the job of supporting men and their loved ones. They are friendly and approachable with a light touch and are very good at flagging issues and solving challenges. They understand the context of highly complex conversations involving medical treatment, and side effects. We would recommend StrawberrySocial because they took the time to understand who we are and what we are about, and are always there when we need to get hold of them. They also save us significant costs.”