Pre-Planning Process:
When a new client is deployed and needs Community Management (CM):
Zellie tags the CM Lead (Kiara) to begin planning.
Kiara:
Adds the client to the CM tracker.
Confirms with the Strategist if the client is ready to begin 1 week before the start date (shared in the NewBiz Slack channel).
Assigns a CM to the account 2 weeks before the start date.
Creates a task for the client on the CM Asana board.
📅 Month 1 = Onboarding & Social Analysis
📅 Month 2 = Community Management begins
Community Manager Onboarding:
All new CM assignments are managed via Slack by the CM Lead (Kiara).
Once a Strategist is assigned, Kiara sends them the [handoff doc template HERE].
Strategist Responsibilities:
Record a Loom video explaining the CM plan and expectations. It should include:
Account name
Type of management (Inbound, Outbound, or Both)
Platforms
CM start date
Weekend/holiday coverage needed?
Estimated time commitment
Any other relevant context
Upload the Loom video to the Asana task at least 1 week before the start date.
Confirm to Kiara that the video was added. [link to board HERE]
CM Responsibilities:
Review the task and video.
Confirm understanding 2 business days before the start date.
Ask any questions in the internal CM Slack channel if needed.
Preparing for New Accounts:
To ensure smooth onboarding:
CM requests should be made at kickoff (ideally 4 weeks in advance).
This allows time to:Distribute workload across CMs
Recruit and train new CMs if needed
Slack Channel Setup:
Kiara creates a private Slack channel with:
Assigned CM
CM Lead (Kiara)
Strategist
Senior Performance Analyst (Lex)
Others as needed
Documents & Access:
1–2 Weeks Before Start:
Strategist shares the handoff doc [template HERE] and CM matrix in the Slack channel.
Kiara links them in Asana.
Meta Access:
Kiara contacts Sebastian to grant Meta access.
A Slack chat is created with Sebastian and the CM to confirm setup.
3 Days Before Start:
CM logs into all platforms using info from the handoff doc.
If 2FA is required, the Strategist schedules a call with the client/CM to retrieve access codes.
Kiara confirms CM has access to the Sprout Social profile.
Ready to Begin:
Kiara confirms the CM is ready to manage the account the next day.
If the start date isn't tomorrow, an automated reminder is sent in Slack.
Kiara checks in with the Strategist after 1 week to assess performance.
Automation:
Use an Asana CM Onboarding board to:
Notify when a CM is assigned
Track onboarding steps (targeting EOM completion)
Automate the Excel-based tracker to monitor bandwidth and new business.
Create workflows to send reminders about:
Upcoming account starts
Churn dates
A pre-built CM onboarding template in Asana is shared automatically with the CM once confirmed.
Strategists complete their part, and Kiara continues the onboarding.