This link has been bookmarked by 113 people . It was first bookmarked on 13 Apr 2010, by Natsakon Kiatsuranon.
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Community managers have to have the unflappable calm so often seen in the mothers of multiple young children. Let the juice spill, the finger paints fly, the toddler scream. All is well. Develop your sense of humor and realize that 1) very few things that happen online are ever a big deal and 2) everything on the Internet is eclipsed by something else within a few minutes. Be sure to explain these concepts to your supervisors and reports, as well.
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So often, we jump in too quickly when a conversation we’ve started might actually need to simmer for a few hours without our intervention. People need to go off topic, trolls need to be smacked down by power users, sidebar chats need to occur, often without direct comment from within the organization. No one likes the idea that they’re being monitored all the time. Besides, if you’re like most community managers, you could use a break from the 24/7 social media addiction you’ve been nursing for the past couple years.
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You’re here to serve and support, not sell. You do represent the brand, but you’re not a promotional vehicle — and neither are your forums, comment threads, Facebook Wall, BBS, Twitter stream, email lists or other channels of communication you control. If someone in your organization thinks otherwise, correct them immediately; doing so will protect the integrity, trust, openness and fun in your community.
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An online community manager is so much a human extension of a URL that any clash between personality and brand image is not only a challenge — it’s an insurmountable obstacle. Once you know you are a fit for your community, that you represent its mores and aesthetics, be as comfortable in your own skin as you can possibly be. Don’t lapse into corporate-speak, and don’t be overly concerned about professionalism. Leave that part to the Poindexters who don’t have to herd cats in the wild.
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It’s counterintuitive, but when we get so many channels for communication and each channel is filled to overflowing with user-generated signal, it stands to reason that we won’t be able to “listen” to all the feedback we’re getting from users, let alone respond to it all. Pick and choose what you listen to and whether you need to respond. Ignore those five tweets complaining about a small feature change. When users really start screaming and you actually need to make changes, you’ll know.
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As the designated “face” of your brand and community, you should be engaging in a text-based context with your users, absolutely. But if you’re working in the world of social media, you also have a responsibility to show up physically in certain contexts. Whether you’re staging a live meetup or an MMO video chat, you and other brand ambassadors should be literally visible. It’s not 1994; you can’t hide behind a screen name.
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Power users can be amazing resources; they can also be intimidating, arrogant and overly entitled. Make sure your big-deal users know that their contributions are valuable, but also be sure to treat quieter users with the same respect, even encouraging them to come out of the woodwork when it’s warranted. You should be using your influence to get the same amount and quality of interaction from all your users, not just pandering to the ones who make your job easy.
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Who’s your best commenter, the guy who’s always online, always appropriate, always on-target? Make him your comment moderator. Is a power user in your community continually reaching out to welcome new members? Make her the Noob Ambassador. Find someone who really loves the brand to run a contest. Give your biggest advocates training, guidelines, responsibilities and perks; the extra time will allow you to find other ways to grow your community.
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Community isn’t a game of numbers. New user registrations can be great to show off to your execs, but be sure you’re getting the right kinds of users. You want to find people who are truly passionate about your community’s focus and who want to contribute interesting, unique content. New users who don’t care about that focus will quickly fall off, and attrition is a numbers game you definitely don’t want to play. Instead, focus on slow and steady growth among those who are most likely to be true fans.
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Just because your sites are optimized for uptime doesn’t mean you should be. Test any tool you can find that will allow you to do your job while offline. Whether it’s scheduling tweets to go out in a few hours (or days) so you can take a nap (or a vacation), automating certain kinds of email responses or getting some new mobile apps to check your stats while on-the-go, most community managers need better tools for getting away from the desktop. If you’re a community manager and you’ve found great ways to take your work offline or automate your processes, we’d love to read your recommendations in the comments
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Oscar BergRT @mashable: 10 Fresh Tips for Community Managers - http://bit.ly/cQQT9r < Intriguing and counterinuitive advice for #e20 folks
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All is well. Develop your sense of humor and realize that 1) very few things that happen online are ever a big deal and 2) everything on the Internet is eclipsed by something else within a few minutes
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No one likes the idea that they’re being monitored all the time
- 8 more annotation(s)...
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You’re here to serve and support, not sell
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Don’t lapse into corporate-speak, and don’t be overly concerned about professionalism
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. Pick and choose what you listen to and whether you need to respond
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brand ambassadors should be literally visible
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You should be using your influence to get the same amount and quality of interaction from all your users
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Give your biggest advocates training, guidelines, responsibilities and perks; the extra time will allow you to find other ways to grow your community.
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Community isn’t a game of numbers
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community managers need better tools for getting away from the desktop
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15 May 10
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13 May 10
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12 May 10
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tom powersThe majority of neighborhood professionals are usually well-versed inside essentials involving social media marketing diamond. We all know how to approach trolls and just how to produce conversations.
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18 Apr 10
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17 Apr 10
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Tip NgCommunity managers have to have the unflappable calm so often seen in the mothers of multiple young children. Let the juice spill, the finger paints fly, the toddler scream. All is well. Develop your sense of humor and realize that 1) very few things that
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16 Apr 10
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15 Apr 10
Aleksandar BrysonThe majority of neighborhood professionals are generally well-versed within the fundamentals associated with social media marketing engagement. Everyone knows dealing with trolls and the way to produce conversations.
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kevin thomasThe majority of community professionals tend to be well-versed in the fundamentals associated with social media diamond. You know dealing with trolls and ways in which to generate discussions.
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14 Apr 10
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John JacobsHere are some interesting and unorthodox bits of advice for the expert community manager.
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Larry HawesMost community managers are well-versed in the basics of social media engagement. We all know how to deal with trolls and how to create conversations. Here are some interesting and unorthodox bits of advice for the expert community manager — that tireless social media junkie with oodles of personality who’s trying to balance marketing-driven execs with ego-tripping power users while still trying to maintain some semblance of a personal life.
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13 Apr 10
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Dennis SchaefferMost community managers are well-versed in the basics of social media engagement. We all know how to deal with trolls and how to create conversations. Here are some interesting and unorthodox bits of advice for the expert community manager — that tireless
BestPractice Management Marketing HowTo Bestpractice Community Web2.0
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Nikke LinqvistMost community managers are well-versed in the basics of social media engagement. We all know how to deal with trolls and how to create conversations. Here are some interesting and unorthodox bits of advice for the expert community manager — that tireless
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Howard RheingoldMost community managers are well-versed in the basics of social media engagement. We all know how to deal with trolls and how to create conversations. Here are some interesting and unorthodox bits of advice for the expert community manager — that tireless social media junkie with oodles of personality who’s trying to balance marketing-driven execs with ego-tripping power users while still trying to maintain some semblance of a personal life.
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