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Jun
12

Oops – What do to when it goes wrong

By | community, complaints, members, Online Community Management

3 Comments

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...]

Jun
04

Know When To Step Back

By | community, discussion, issues, manager, members

2 Comments

dont do it!

I've just sat back and watched what could have become an issue, turn into something positive. I observed, I read, and most importantly, I took a step back to see where the conversation was going. If I had stepped in too soon it may have turned out differently and I could have made a bad situation worse. We had a member discussing suicide on the forum. The first post looked worrying and the second post more so. I was watching from the wings carefully, but something told me that my position as the community's … [Read more...]