Creating a Social Customer Service Strategy

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 […]


Free Speech and the Ugly World of Online Commenting

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 […]


Community Management: A Primer

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 […]


Community Meetup tonight

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).