Great conversation happening around the black holes that problems fall into when social media managers encounter customer support issues via Twitter or Facebook. Paul Carr kicked the conversation off last month with a scathing post titled The Scandal Of Toothless Social Media Representatives Ends… Now, asking people to share their bad customer service experiences that happened […]
7×7 Magazine published a fantastic article discussing the ickiness of online community commenting and anonymity in this month’s print magazine. The article is solid, covering the still not-quite-baked realm of online engagement, conversation and identity. I liked the way they handled the common claim of “free speech” by those who want to say naughty things […]
How to be Positive Without Annoying Anyone Great blog post on being positive without being annoying within online social media spaces from the cool kids at the Metaverse Mod Squad.
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.