COMMUNITY · THE YELL SOCIAL GLOSSARY

Review management.

The process of monitoring, organizing, responding to, and learning from customer reviews. It combines reputation awareness with service follow-up and improvement.

IN THE REAL WORLD

A simple example

A multi-location business assigns new reviews to the relevant team and tracks which need a response.

Put it into practice

Respond to the specific experience, protect personal details, and use recurring feedback to improve service.

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Community

Community management

The ongoing work of building relationships with an audience. It includes answering questions, encouraging discussion, moderating behavior, and helping people feel heard.

Definition & example

Community

Direct message (DM)

A message sent through a platform’s private messaging interface to a person or group. It is separate from a public comment thread, though platform and account access rules still apply.

Definition & example

Community

Engagement

The interactions people have with content or an account, such as reactions, comments, saves, shares, and clicks. The interactions included in a report vary by platform.

Definition & example

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Review management.

A simple example

Put it into practice

Community management

Direct message (DM)

Engagement

Review management.

A simple example

Put it into practice

A few terms to know next.

Community management

Direct message (DM)

Engagement