The Community Manager

Fumbled Your Community? Here’s How to Recover

by Tera Kristen on 2011.10.18

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I was a wide-eyed manager of an infant community. Our mobile app Kik Messenger was just gaining traction. There were a couple hundred Facebook fans, I talked to people every day in smartphone forums and I received a smattering of emails that I dutifully responded to in less than 24 hours. Then it all changed [...]

Telling Stories on Twitter

by Chanelle Schneider on 2011.10.13

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I have a story to tell. Would you like to hear it? Here it goes. Wait. Should you tell the story? You’re sitting at your computer ready to embark on a serious Twitter rant when you remember, “I represent a company.” You slouch in your chair, heave a deep sigh, and wonder where a professional [...]

How Rewards Ruin Relationships

by David Spinks on 2011.10.06

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When users are awesome, you should reward them right? Ehhhh…. maybe. Read the following delicious mix of adjectives, nouns and verbs to learn how rewarding your users can be a bad thing. Why Bad? We’ll start with an example. Say you have a message board, and there’s one user who loves your company so much [...]

When Your Surprise & Delight Fails

by Richard Dedor on 2011.09.26

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We all manage different types of communities and each has a range of goals. But at the core, our goals as community managers are obviously to manage the community, correct errors and reward super-fans as we see fit. Some of us work directly with the team behind the product, while others, like myself, are at [...]

8/3 #Cmgrchat: Community & Advertising

by Jenn Pedde on 2011.09.13

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Advertising. It’s everywhere. And over the years we’ve had to get more creative about how we advertise online. As community managers are we immune? Is advertising part of our responsibility? Are there interesting ways to advertise to communities that make more sense? Afterall, community managers are also users so we have a unique view [...]

Warning Signs for a Bad Social Media Bootcamp

by Jessica Malnik on 2011.09.12

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Social media: It excites some (like myself and likely most of you reading this post) and it terrifies others. It’s new, doesn’t hold back, encourages uttermost transparency and is taking the marketing world by storm. There are still many people out there that don’t know how to use it properly, and because of this there [...]

7/27 #Cmgrchat: Community & Social Good

by Judi Huck on 2011.09.07

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Social good/social capitalism. It all boils down to organizations and corporations furthering a social mission and executing on plans to help others. The following is a thoughtful chat about social efforts, including whom to follow so you can stay up-to-date. It’s not to be missed! ______ Q1. Besides the obvious, what are the most compelling [...]

NYC #CMmeetup 8/23 – Social Media Management Tools: Is There One That Does It All?

by Nick Rovisa on 2011.09.02

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Last week we invited Katie Van Domelen from CoTweet, Mike Perrone from SocialFlow, Julien Emery from HootSuite, and Ro Gupta from Disqus in to discuss each of their respective tools and share some thoughts on today’s sm tools. Here’s how it went down: Photo-Sharing? Mike: SocialFlow supports multimedia publishing/optimizing. Photos especially generate a lot of [...]

7/20 #Cmgrchat: Community Meetups

by Jenn Pedde on 2011.08.31

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One of the most important aspects of community management is taking the online, offline. Building relationships on line is only the start of it. Enabling your community to meet in person does so many things to help your cause. Members meet other members, you find your biggest advocates, and you strengthen the community ties around [...]

Planning a Customer Self-Service Community Using Distributed Leadership

by Greg Marlin on 2011.08.29

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So you’ve made the decision to adopt a new customer self-service community. Perhaps it is brand new, or perhaps you are moving platforms to a new one (hopefully Vanilla!). In either case, you will want to take some steps in planning how you will manage and measure the success of your community. So where to [...]