LAUSR

Drawing on social identity theory (SIT), this research investigates the role of university content strategies on student experiences in social media brand communities (SMBCs). A netnography of a university’s SMBCs sought to grasp the influences of identity cues, narratives, and marketer traits on member reactions. It was revealed that social media content plays an important sensegiving role in meeting members’ need to understand themselves, feel distinctive and positive about themselves, and feel supported and connected. The findings contribute to our understanding of the social media marketing phenomenon and inspire practice in the design of meaningful customer experiences in social media.