Community management
Community management is replying to, moderating and nurturing the people who engage with your accounts.
It covers answering comments and messages, welcoming new followers, removing spam and handling complaints in public. It is the two-way half of social media, as opposed to publishing.
Community management in practice
Set expectations for response time and tone, and decide in advance which issues move to private messages or to a human with authority to solve them. Communities grow when people see that their comments are read.
Reply quickly to questions and complaints, and take your time on everything else. A calm, specific answer in public often does more for trust than the original post. Keep a short list of approved answers for common questions so replies stay consistent across the team.
Moderation needs written rules too: what you remove, what you answer, and when you ban an account. Share the rules with everyone who has access, so decisions do not depend on who happens to be online.
Try it on your own accounts
No card needed to start.