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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...]

Jul
02

A Request to the Tech Dept, Please Keep Community Managers In The Loop!

By | community, complaints, issues, manager, members, Online Community Management

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techdept

Note to all techies that oversee online communities. Please, please, please do not down-grade, up-grade, back-up, back-down, change colours, fonts, add, takeaway or generally fiddle with any settings before first checking with, and sounding out, the Community Manager. Then once you've done that, and only once you've done that, you (or the community manager) should announce to the membership that at a certain day/time the site will be down for maintenance. That way we are all on the same page and whilst people may … [Read more...]