Have you hugged your community manager today? Remember, they’re your front line connection to your customers.
Why Wasn’t I Consulted? A Theory on Conversation Online Really digging Paul Ford’s latest blog post about customer service online and the ever-present “Why Wasn’t I Consulted” issue. The web is not, despite the desires of so many, a publishing medium. The web is a customer service medium. Lovely.
I compiled this a bit ago, there are many, many more resources out there and this is by no means a complete list. I think of more as a curated list of best practices. 1. Introduction to Community Management: Why? The following blog posts, articles, and presentations provide a clear high level overview of the […]
Sad to miss Randy Farmer and Bill Johnston at the San Francisco Online Community Meetup Group meet-up tonight. If you’re around SF and looking to chat about social media, community and more – you should check it out! (You can also attend in Second Life).
Patron Case Study: Building Online Community and Engagement Wayne Chang describes a fantastically well put together online community outreach and engagement campaign by Patron Tequilla’s Patrón Social Club initiative. Key takeaways: Make it exclusive (and fun) and reward your biggest fans with high quality events that you video tape and share online (rinse, repeat).
Myth of the Page Fold Fantastic article (with loads of data) debunking the “no one reads content on a website below the fold” myth.
Great article on the Harvard Business Review about community management, quoted: A community manager acts as an ambassador for your organization, whether that person is an employee or contracted to manage your social web presence. A good community manager gives a human form to the faceless corporation.“ – David Armano in Fire Your Marketing Manager […]
“It is not being in the know, but rather having to translate between different groups so that you develop gifts of analogy, metaphor, and communicating between people who have difficulty communicating to each other.” – Ronald S. Burt From his great research on networks and social capital (via @howardrheingold)
Just read Dawn Foster’s lovely reminder for all Community Managers: Members Notice Everything and it’s so very true. No matter how buried the leak, small the change or minor the bug, your members will notice. Especially the passionate ones. Once you let the cat out of the bag, the information is public. That’s all there […]