Community Management Preferences Intake
Customize this template to your workflow, send it to clients with your branding, and keep everything in your client portal.
Community Management Overview
Tell us the high-level goals for community engagement and how you'd like your audience to feel after interacting with your brand.
What are the top 2–3 objectives for day-to-day community management? (Short bullet points are fine)
Helps us tailor tone and escalation for your audience.
Response Tone & Voice
Define how replies should sound across platforms (professional, playful, empathetic, etc.). Include examples if possible.
Preferred overall tone
Choose the single best descriptor for your brand voice.
Provide sample phrasing we should replicate when responding.
List words, phrases, or approaches that should never be used.
Moderation Guidelines — Public Comments
Rules for moderating comments on posts: what to remove, hide, warn, or allow.
Content to automatically remove or hide (select all that apply)
Select items that should be taken down without escalation.
Examples: profanity without slurs, heated arguments, off-topic but not abusive.
What can remain but should be watched for escalation?
Templates help maintain consistent public-facing replies.
Direct Messages (DMs) & Private Inboxes
Guidance for handling private messages, including support requests, sales leads, and abusive messages.
Preferred DM handling approach
Choose the default approach for incoming private messages.
Provide short message templates we can use or adapt in private conversations.
List types of private messages that require immediate escalation and why.
Escalation Rules & Contacts
Who we call and how for issues beyond community manager scope (policy, legal, refunds, product incidents).
Describe what counts as low/medium/high urgency and how quickly each should be handled.
Who should we contact first for urgent community issues?
Email address for urgent issues (used for escalation and documentation).
Primary escalation contact phone
Best phone number to reach the escalation contact for immediate incidents.
Fallback contact for after-hours or if the primary is unreachable.
Secondary contact email (optional).
Secondary contact phone
Secondary contact phone (optional).
Policy & Legal Considerations
Platform-specific rules, legal constraints, and required disclosures we must follow while engaging.
Platforms & specific policies to follow (select all that apply)
Tell us which social platforms and any specific platform rules or brand-required disclosures.
List any legal text or industry compliance rules we must include or avoid in replies.
Metrics, Reporting & SLA
How you want response metrics tracked and reporting cadence for community activity.
Desired response time SLA for public comments
Select the target time to respond to public comments.
Desired response time SLA for DMs
Select the target time to respond to direct messages.
How often would you like community management reports?
List 3–6 metrics you care about for community health and performance.
Practical Details & Access
Account access, tools, and any brand materials we need to manage community channels properly.
Paste the public profile links for the accounts included in this engagement (one per line).
Brand voice documents, policies, or examples
Upload tone-of-voice docs, style guides, escalation flowcharts, or past comment examples.
Logos, brand assets, or imagery (optional)
Please upload your logos or brand kit for reference (optional).
Sign-off
Confirm that the details above are accurate and provide any final notes.
Optional — add any extra context or one-off rules.
Name of the person approving these community guidelines.
Email for confirmation and any follow-up questions.
Digital sign-off
Sign here to confirm you approve these community management preferences.
Draw a signature in the box above
