Last October, the Atlantic published a piece on the "dark social side of the internet. The premise was this: sharing on Facebook and Twitter is only a part of the way stories are shared. It turns out that most sharing is done privately through IM and email. Now "dark...
What specific metrics can be tracked to demonstrate the value of what community managers are doing? In other words, what are some good methods to show to your client or company that the work you do both online and offline to engage customer communities is valuable to...
Is there anything worse than rushing into your house to tell someone something, only to realize they're asleep? The excitement that is seeping out of your pores has to be quelled until they wake up. (You know, because waking someone up from sleeping is rude.) I think...
"A customer requests a feature you're never going to add (doesn't fit with product, won't increase sales, whatever). How do you respond?" This came in from the super-talented and brilliant product mind of Leah Culver. It's a specific question---but one that comes up...
Most online communities have lurkers. Lurkers are users on the fringe of a community---they observe what happens, but don't interact, post, or contribute. Most CMs have likely wondered how they can turn lurkers into regular contributors. There's some academic research...
Do you have the great article about Community Management? Some of our biggest and best stories come from you.