Online communities are on 24/7 and because of this many members expect us Community Managers to be on 24/7 as well. Particuulary in my case because my community has members all over world in many different time zones. I spread my moderators around the time zones so we have as much cover as possible, but there are certain things my moderators do not have moderator privileges for, and so some things just have to wait until I am firing all cylinders.
What frustrates me the most is the expectation of some community members that things should happen instantaneously. For various reasons, and depending on the issue, that just isn’t possible. So when I get emails like this landing in my inbox I have to resist the urge to fire a blunt response back:
Hi, I have advertised 2 cars on your site today, how long does it take for ads to go live….!!!!
I generally respond with a polite email and answer their query, but when possible I’ll also try and inject a little humour into my responses to get my point across without being rude.
I’m in the US and can’t approve ads while I am sleeping, … although it would be pretty cool if I could. All this to say our site is a 24/7 site with members all over world, we are all in different time zones and active at different times. So give us a little time to get our ducks in a row, have our breakfast and make a cup of tea and you ad will be live pretty soon.ThanksSue
Cheers sue x
Picture via CC courtesy of Matthew Grapengieser