UNICEF
CM Built from Scratch, 6 Platforms
Complete community management build-up from scratch for UNICEF across 6 platforms — from Instagram to TikTok. Built a Confluence-based CM platform with clear guidelines and sustainable systems that continue to work long-term.
Was war das Problem?
Managing community engagement across 6 social platforms simultaneously — Instagram, Facebook, LinkedIn, YouTube, TikTok, and X. UNICEF receives thousands of messages daily: questions about donations, humanitarian crises, volunteer opportunities, and emotional responses to content. Speed and empathy are critical; slow responses erode trust.
So haben wir es gelöst
We built a comprehensive community management platform on Confluence, enabling active and reactive CM across all 6 platforms. The system standardized response workflows, escalation protocols, and tone guidelines. Active CM engaged proactively with supporters, while reactive CM handled incoming messages with speed and empathy. The key insight: a fast, empathetic response builds more trust than a polished one 24 hours later.
6-Platform CM System
Instagram, Facebook, LinkedIn, YouTube, TikTok, and X — unified community management across all touchpoints.
Active + Reactive CM
Proactive supporter engagement plus rapid incoming message handling — both offense and defense in community management.
Confluence Workflow Platform
Standardized response workflows, escalation protocols, and tone guidelines — scalable CM without quality loss.
Speed + Empathy Formula
A fast, empathetic response builds more trust than a polished one 24 hours later — response time is a trust metric.
NGO community management: build systems, not just responses. Clear rules and a central platform ensure quality at scale — even after the agency is gone.
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4.9 / 5.0
average of the last 12 months. Survey after consultation – online, by telephone or on site.