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May
15

Should Gaming Community Managers be Men?

By | community, Online Community Management

5 Comments

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If you are a big Call of Duty fan you will already know that Tina Palacios was recently announced as the new Senior Community manager for the Call of Duty community at Infinity Ward. This certainly seems to have stirred up a vocal response from some gamers, most prominent were the negative comments about her being a female. I'm not a gamer, so don't really know the nuances that make up specific gaming communities. However what I do know is that gaming fans are a culture all of there own, and they don't pull any … [Read more...]

Feb
17

Shit Community Managers Shouldn’t Say

By | community, Online Community Management

2 Comments

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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...]

Feb
14

Your Twitter Followers Aren’t a Community

By | community, Facebook, Twitter

3 Comments

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I believe that the job titles Social Media Manager and Community Manager are becoming confused. Do people often take on both roles under one umbrella … yes they do …. absolutely. Indeed many companies are hiring Social Media Community Managers. But there is a distinct difference between the duties carried out by each. Many Social Media Managers are aligned with the Marketing dept and use social media platforms to reach their customers, and they don't generally manage a community. On the other hand, if you … [Read more...]

Feb
06

My New Online Community Manager Jobs Board!

By | job

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For those that know me on Twitter you will know I’ve been sharing links to Online Community Manager, and Moderator jobs, for a number of years, and am increasing being approached by people who ask if I can keep an eye out for jobs in their area. I’ve also been contacted by a few companies asking advice on where to look for prospective job candidates. So I figured that it made sense for me to bring those jobs, and job hunters, together in the same place. So I've added a new job's section to my blog … [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...]

Oct
22

Positive Comments Only – Tales From My Community Manager Letterbox

By | Uncategorized

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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

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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...]

Jun
18

Community Relationships

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

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It's the relationships your members are able to create with each other, that makes the difference between a good community and a great one. People come together because a common element draws them in, but what happens after that initial buzz wears off? You can create as many special offers, and campaigns, as you want, but those only provide short term responses. So what is it that keeps people coming back? The relationships they form. So how do you encourage members to build relationships? Make each new … [Read more...]