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Feb
17

Shit Community Managers Shouldn’t Say

By | community, Online Community Management

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I'm sure many of you are familiar with the videos popping up on YouTube entitled " Shit a <fill in the blank> Says."  There is even a recent one called "Shit a Social Media Community Manager Says" Well just for fun (and no I'm not doing a video) here is a quick list of things I think a Community Manager should NEVER say: "Hey a troll ……. great!!!!" "I am so exited to see how much spam has been posted in the community this morning." "Yes of course you can have as many usernames as you … [Read more...]

Jan
25

How To Get Started As An Online Community Manager

By | career, Online Community Management

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I am increasing being asked for tips on how to get started in Community Management, so I thought I'd put my fingers to the keyboard and post some of my thoughts on how aspiring Community Managers could can gain some valuable experience, and get on the first wrung of the CM ladder. Start from the Bottom If you don't have any experience in this role then you will need to start at the bottom. In my opinion there is no better way to learn the ropes than as a moderator. You'll be down in the trenches interacting with … [Read more...]

Jul
18

Selective Moderation – Tales from My Community Manager Letterbox

By | complaints, issues, members, Online Community Management

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I generally only respond once to an email of complaint from a member, otherwise the conversation just goes around and around in circles. So I endeavour to succinctly and politely explain the reason for the banning/thread deletion/post editing .... etc, etc. However on occasion I may have to follow that up with a second email. I would suggest to anyone who oversees a community that you never ever get into an argument, either in public or in private, with a disgruntled member. It's not professional and it doesn't … [Read more...]

Jul
12

I’m Banned – From the archives of my Community Manager Letterbox

By | Online Community Management

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Ok, here is another email from my Community Manager Letterbox. Nothing too taxing or complicated, but I'm trying to share some of the more bizarre situations I have come across over the years. If you wonder why I'm doing this go back to this post. A little bit of background. This person was a new member who from some reason only known to himself thought he would introduce himself to the other members by explaining (in his first post) that among other things (I'm not going into details) he liked to walk around … [Read more...]

Jun
12

Oops – What do to when it goes wrong

By | community, complaints, members, Online Community Management

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Sorry

Your community is experiencing a little (well alright it might be a big) technical glitch, or you tried something new and it went down like a lead balloon. Here's my little mantra of what I do when it all goes pear-shaped: Listen. Acknowledge. Fix what can be fixed. Change what can be changed. Own up when it goes wrong. Admit when you're wrong, or have messed up. … and when you can't do any of those things say sorry, and mean it. We can't always please every single one of our members every … [Read more...]

May
18

An Example of Doing it Right – Aberystwyth University

By | community, Online Community Management

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It's so easy for us to highlight the cases we come across where community or social media is "done wrong"  and to pick holes in those examples. Yes we all need to understand and learn about doing it wrong so that we can avoid those pitfalls ourselves, but I feel that examples of "doing it right" are just as important. For instance, I've been taking horse riding lessons for the past year, (I know at my grand old age of 45 ... oh blimey did I just type that out loud ... shhh don't tell anyone) and when I'm … [Read more...]

Feb
24

Private or Not?

By | community, manager, members, Online Community Management, Trust

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My thoughts on whether a Community Manager should read member's private messages without their knowledge. It takes time to build trust between a community and the person who helps facilitate the connections and conversations. Members want to know that the Community Manager has the best interest of the community at heart. So with that in mind I was a little miffed to read a blog advocating the need for tools so that Community Managers/Admin can read member's private messages. Whilst I feel all the other suggestions … [Read more...]

Jan
11

Community Manager Jobs I Tweeted Last Week – 3

By | career, manager, moderators, Online Community Management

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Ok job-pickers. Here is my latest list of jobs I tweeted (and re-tweeted) last week. Enjoy! Start-up Educational Technology Company Seeks Online Community Manager (Detroit, MI) Online Community Manager - New York, NY Online Moderator - MMO Star Wars. The Old Republic- Full and part-time - Work from home. Get paid to blog and tweet - ShesConnected is hiring community managers. FOR USA only. Online Community Manager for Auctis Worldwide - San Francisco, CA. Assistant Online Community Manager (San … [Read more...]

Dec
26

Community Manager Jobs I Tweeted Last Week – 2

By | career, community, job, manager, Online Community Management

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Finish off 2010 with a new job! Here are some jobs I tweeted (and retweeted) last week. Community Manager at Nuffnang Australia. Online Community Manager for WorkinSports.com - Orlando, FL. Web Community Manager - Santa Monica. Part-time Local Community Managers in LA, SF, DC & NY. German speaking Community Moderator needed at Sony Computer Entertainment Europe. Interactive Media Producer - Chabot Space & Science Center - Oakland, CA. Online Community Manager/ Web Content Manager - … [Read more...]

Dec
21

Community Manager Jobs I Tweeted Last Week.

By | community, job, manager, Online Community Management, tweet, Twitter

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In case you missed them, or maybe you don't use Twitter, here is a recap of all the Community Manager jobs I tweeted (and re-tweeted) last week. Happy job hunting! Social Media Consultant at Kavaliro Staffing Services in Charlotte, NC. BBC looking for a Corporate Community Manager for BBC- great role in digital comms. Online Community Content Specialist at Syncapse - London, United Kingdom. Community Manager - Hamburg, Germany. ICUC are looking for a part time, French/English overnight moderator. Online … [Read more...]