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Oct
22

Positive Comments Only – Tales From My Community Manager Letterbox

By | Uncategorized

2 Comments

5416761368_c17c7102b2_m

After a little break (having been busy doing stuff elsewhere. I know, I actually do some stuff away from online communities … shock horror … please don't tell anyone). Here is another letter from my inbox. As always I've removed personally identifiable information, and other stuff (don't you love my technical jargon) that pertains to the community I manage … so please bear that in mind when reading. I am sharing some of my correspondence so that you can view firsthand how I deal with different situations. … [Read more...]

Jul
18

Selective Moderation – Tales from My Community Manager Letterbox

By | complaints, issues, members, Online Community Management

1 Comment

5350382220_48d46283ed_m

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
08

From My Community Manager LetterBox

By | community, issues

2 Comments

3409508275_2f53c68a9e_m

Over the years I've had everything from swearing, threats, questions, suggestions, and the odd compliment drop into my Community Manager's letterbox. So I thought it would be fun if I posted some of the emails and my responses here.  Of course you may handle these situations differently (and that's absolutely fine) but I would ask that you take into account that due to privacy issues etc, (and the culture of the community I manage that) that it won't always be possible for me to go into the background of each … [Read more...]