Social Media Management
10 min
track progress
For Narqix social media managers running content calendars, publishing, community management and reporting. Use this page as your working checklist to run social to the Narqix standard.
Track: Specialist · Role: Social Media Manager · Time to complete: 10 min
Definition of done
Monthly content plan:
- Calendar covers every agreed platform and post count, with themes tied to the client's goals
- Each post has copy, visual, format, platform, date, time (client's zone) and call to action
- Client approved the calendar in writing before scheduling
Each published post:
- Published on time, in the right format, with no errors
- Links, tags and mentions checked
- Comments and messages monitored and answered within the agreed time
Quality checklist
Strategy
- Clear goal for each platform (awareness, leads, community, hiring)
- Content mix agreed: education, proof, behind the scenes, offers, founder point of view
- Posting frequency the client can sustain with real content, not filler
- Each post has one job and one call to action
Content
- First line or first second earns the next one
- Native format for each platform (sizes, length, captions, hashtags used with purpose)
- Brand voice and visual style consistent
- Accurate facts, no guaranteed results, required disclaimers present
- Captions on every video
- Alt text where the platform allows it
Community management
- Response guide approved by the client: tone, common questions, what to escalate, what never to say
- Questions answered, leads moved to the client's CRM or booking path
- Negative comments answered calmly and publicly once, then taken to a private channel
- Spam and abuse hidden or reported following the client's rules
- Every lead or complaint logged
Pre-publish checklist
- Post approved by the client (or within an approved pre-approval category)
- Spelling, names, prices, dates and links checked
- Visual displays correctly in the platform preview on a phone
- Tagged accounts and mentions are correct and appropriate
- Scheduled time correct in the client's zone
- Checked against the news of the day: nothing that would look tone-deaf after a tragedy or crisis
Coach's note: set up "pre-approved lanes" with the client in month one: post types they trust you to publish without asking each time (tips, team photos, reposts of their reviews). Keep approval for offers, claims and anything sensitive. Faster publishing, fewer approval delays, and the client stays in control of what matters.
Reporting KPIs
| KPI | Notes |
|---|---|
| Posts published versus plan | 100 percent on schedule |
| Reach and impressions | Trend by platform |
| Engagement rate | Engagements divided by reach, by post type |
| Saves and shares | Stronger signal of value than likes |
| Profile visits and link clicks | Shows interest beyond the feed |
| Leads or inquiries from social | Tracked into the CRM where possible |
| Response time to comments and messages | Within the agreed time during client hours |
| Follower growth | Secondary; report but do not lead with it |
Access and security rules
- The client owns every profile, page and business account. Access is through the platform's business roles under your own named login, never by sharing the client's personal login.
- Two-factor login on every account you use. Codes stored in the client's vault.
- Never post client content from your personal profile, and never like, comment or follow from a client account in a personal capacity.
- Never log in to a client account on a personal phone.
- Scheduling and publishing tools connected under the client's account, with you as a user.
- Direct messages can contain personal data. Do not copy them outside the client's systems.
Common mistakes
Open the list
- Posting the same content in the same format on every platform.
- Chasing follower count instead of leads and conversations.
- Leaving comments and messages unanswered for days.
- Arguing with a negative commenter in public.
- Using trending audio or images without checking commercial use rights.
- Scheduling a whole month and never checking the news before posts go out.
- Posting from the wrong account when managing several clients.
Red flags to escalate
| Red flag | Level | What to do |
|---|---|---|
| Account hacked, locked or suspicious login alert | P1 | Alert Delivery Lead and client within 15 minutes |
| A negative post or comment spreading fast, or press attention | P1 | Do not reply. Alert client and Delivery Lead immediately |
| Legal threat, safety threat or discrimination complaint in comments or messages | P1 | Screenshot, do not engage, escalate |
| Wrong post published (wrong client, wrong price, wrong claim) | P1 | Remove or hide if agreed, alert client and Delivery Lead |
| Client asks to buy followers, engagement or reviews | P2 | Decline, inform Delivery Lead |
| Customer complaint about the client's product or service | P3 | Log it, pass to the client the same day |
Never do this: never delete a customer's genuine complaint just because it is negative, and never reply in anger. Hide only spam, abuse or private data, following the client's written rules.
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