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Nov
28

A Couple of Minutes – Tales From My Community Manager Letterbox

By | community, members

1 Comment

Contact Us

Do you have a "contact us" link/section in your community? Do you get those emails? If not then you should. As the Community Manager you are on the front line of your community and it's important that you have  your finger on the community pulse. Many people will use the contact us link to ask site usability questions, express concerns, complain, or from time to time (but don't hold your breathe) say thanks. How you deal with those emails is extremely important. Don't just resort to generic responses. Let the … [Read more...]

Nov
25

The Personal Touch

By | community, members

1 Comment

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Back in May I explained how I email new members of my community each month. With over 1000 members joining monthly it's impossible for me to contact each and everyone of them, but I still believe it's important to try and connect with as many community members as possible. I still use the same email template, as the one I posted in May, but with slight variations, and as I mentioned in my original post the key to this email is that it comes from my personal site email address as opposed to a "contact@email.com or … [Read more...]

Jul
18

Selective Moderation – Tales from My Community Manager Letterbox

By | complaints, issues, members, Online Community Management

1 Comment

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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

1 Comment

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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...]

Jul
08

From My Community Manager LetterBox

By | community, issues

2 Comments

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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...]

May
05

How To Get New Members To Post – What I do

By | members

2 Comments

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Every time someone joins our community they get an automated welcome email, that while it shares great information and encourages them to post, it is, at the end of the day, automated. So how to get new members who haven't posted to post? Well at the end of every month I send an email to all new members who have joined that month, and have made less than 3 posts. We get approx 1,000 new members every month so I can't possible email each and every one of them individually, however I send them all an email through … [Read more...]