Community

Seth Rogen and Kommein’s own David Peralty. Ever notice how you never see the two of them together in the same room? Coinicidence? I think not.

David Peralty

Seth Rogen

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Analyzing my online community’s stats is one of my favorite ways to learn about the people who interact at my blog network on a regular basis.. In fact, my analytics programs sometimes tell me more about my community’s wants and needs than if I had straight out asked them (and, just to be clear, we should be doing that as well.)

Here is what I learn from my daily stats reports:

• Where is search traffic coming from?
• How are current promotions (such as giveaways) doing?
• How are new members of the community learning about products and services?
• Which products and services work - and which need work?
• What are folks searching for before landing on your website?
• Which tags and keywords are working?
• Which community discussions are the most popular?
• What are people saying outside the community?
• Who is linking to my company’s products and services?
• What are people doing once they’re on my site?
• What content gets the most results?
• What content, product or service gets the least amount of interest from users?
• What countries and areas do members of my community come from?
• What languages does the members my community speak?

All of this is important. For instance, when people come from different regions, even different regions of the same country, their wants and needs are different.  Also, by learning which content gets the most visits and the biggest response, a community manager or editorial team can write the type of blog posts, articles and other written content tailored to the users’ needs.

I use a combination of Google Analytics and Performancing Metrics, both provide a goldmine of information. If you’re a community manager and your place of employment won’t allow you to have access to the company’s stats, patiently explain the reasons why it’s important. Successful community management depends on knowing your users’ wants and needs. Without knowing where they’re coming from and what they’re doing, the job is made that much more difficult.

Community managers also need to know what is going on outside of the website or online community. What is someone is saying something untrue about the business or has a specific issue in need of trouble shooting?  What if a product or service received a glowing review and the community manager would like to reach out and say thanks? Knowing who is linking to you and what they are saying are key when it comes to getting others to drink the Kool Aid.

What do the stats say about YOUR community?

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Successful community managers know cultivating a community is more than just creating a Facebook group or spamming Twitter with some links. It’s about building relationships and touching on users’ wants and needs. The community manager truly is the voice of the community. This means she needs to be knowledgeable about all aspects of the business. Leaving a community manager in the dark, is leaving a community in the dark.

Here’s how to set up a community manager for failure. For your CM to be a success, do not do any of these things:

Don’t train your community manager or let her in on the workings of the various departments

Your community manager likes nothing more than to be clueless. Her favorite thing in the world is for her community to get frustrated with her for not knowing the answers.  Nothing gives a community manager more pleasure than to always have to ask other people for answers, rather than saving time by responding to questions on her own. Give yourself bonuses points if, when your CM looks to others for answers, they don’t answer for days - or not at all.

Don’t invite your community manager to departmental meetings or conference calls

To further ensure your community manager’s lack of success, make sure she’s never privy to any of the discussions pertaining to her community, especially customer service. The less she knows about anything having to do with the community the better.

Don’t keep your community manager apprised of new product and service launches

You know the best way to have your community manager look like a fool? Don’t tell her about any product or service launches. Don’t get her opinion on new applications or web designs. Don’t tell her anything until after the launch. She’ll love that, I promise.

Don’t let your community manager answer for herself

Canned, approved  by management responses only. Who needs a personal touch?

Have a community manager for appearances only

Just because it’s all about community nowadays, doesn’t mean it has to be about community. Go ahead and hire a community manager but don’t actually allow her to do anything resembling community management. Instead have her act as a glorified assistant handling paperwork, spreadsheets or web research.

Don’t ask your community manger for her opinion

What the heck does she know anyway?

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I’ve been a part of this social media thing for several years now. I’ve been blogging and working online for about a decade. I’ve been building up online communities in some form or another for at least ten years. While I won’t claim to be an expert, I think it’s safe to say I know a little of what I’m talking about.  I’ve come to two conclusions about community management. The first is that everyone has a different idea about what a community manager’s job entails. The second is that most people think a community manager is nothing more than a glorified forum moderator who only needs to worry about the social networks.

That’s not it at all.

Community management  is more than just Twitter. It’s more than FaceBook or Ning or MySpace. I’m even going to go as far as to say it doesn’t have much to do with those things at all, and anyone who thinks it’s about how many friends you have on Facebook or followers on Twitter, is clearly missing the mark. Community management is about creating a positive user experience. Yes, that does mean one should monitor the social networks to see what one’s community is saying about them, but that’s not what it’s about at all.

What I like to do is pretend there’s no Twitter or Facebook. How would I reach out to my community then? How can I find out what they think of our service? When I think about it, why would I want to create separate “groups” on the different social networks when the ultimate goal is to get them to socialize at their community’s home base. That just makes cliques, not communities.

Community management isn’t just Twitter. It’s being a voice for the people. It’s being a hands on customer service person. It’s finding out  what the people in your community are talking about and taking that information and putting it to good use. Community management is about creating a positive user experience. It’s about building up relationships with people and gaining their trust. When you think about it, that has nothing to do with Twitter at all.

Tagged as: Community Management, social networking, Twitter

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I’ve recently bought, and have been working on a forum. I thought the site would be right up my alley, but after purchasing it, I realized that it didn’t have an active community of its own, and so I am trying my best to jump start it. One of the hardest things to do in community management is to try to start, grow and manage a community that doesn’t have a product, service, or company brand to go with it. The community I am trying to build is focused on sharing information, partnering, and growing businesses online.

Unfortunately, this is a hyper-competitive niche, and is very saturated. Add to that, the normal community pitfalls of not having enough people seed discussions, and you have a community that looks like a failure due to lack of activity, and attraction of activity.

Sure, there are ways to make it look like there is an active community that exists, so that people feel more interested in joining and being part of something that already exists, but my original intent was to search for people that don’t just want to join in, but instead they want to lead. Lead discussions, lead actions, and really grow both their own business and the businesses of others.

The difference between the actions taken to build a successful community and a community that is an ineffective flop can be hard to see, but with patience, effort, and persistence, anyone can be the lightning rod that brings brilliant people, ideas and energy to their community.

Wish me luck with my own and let me know, in the comments below, how you got your community started off on the right foot.

*Shameless Plug* In case you are interested in my forum, you can find it over on EarnersTalk.com and I’ve released two free e-books based on my blogging experiences there.

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Warning: This post was written a little before 4:00 a.m. just before I left for the airport home from SXSWi. Crankiness may ensue.

On Friday some of my SXSWi friends and I started a drinking game. Every time someone said the word “conversation” we drank. After the first couple of hours it was pretty clear we’d have to lay off the alcohol for this drinking game. “Conversation” was being talked about at every table in every pub. It was used in every panel and discussion topic. Conversations about conversation were unavoidable. No, we’d have to swig water if we wanted to make it through the weekend. SXSWi barely even started and it was clearly all about having, creating, or participating in a conversation.

Actions Speak Louder Than Words

Now, don’t get me wrong, I don’t mind that it’s all about conversation. I’m the first to admit I’m somewhat of a talker. Sure, conversation is important. It’s damn important. Having a dialogue with the members of our community is the best way to learn how they use our service.  I can think of a word that’s even more important than conversation however, and that’s “action”. Talking and listening are indeed important but it’s the folks who take action who are the real rock stars.

Is “Space” Too Limiting?

Another word being bandied about at SXSWi’s every corner was “space”. As in, “it’s how you use the space.” I’m not quite sure where this space is everyone is referring to. Is there a party going on somewhere I haven’t been invited to? Does one buy the space or rent it? Am I in the right space now, or am I just a squatter? I’m obviously not involved in the right conversations. I mean, how do I find out how big my space is and where I can get more?

To me, “space”, and the discussion about how to use one’s space implies a limited area, which is why I’m not so fond of the term. When possibilities are endless, the implication should be the space we’re occupying must be unlimited as well. Like an infinityland or a black hole of community. I agree that we have to figure out ways to use our spaces (wherever they may be) rather than occupy them, but what does space really have to do with finding out what people want.

If I learned anything these past few days is that there aren’t many set rules. There’s no right or wrong. Just because one person uses Twitter as a promotional tool while another uses it to banter, doesn’t mean either is doing it wrong. Every blogger, every community manager and every social media specialist has his or her own set of rules. It’s not only about conversation or space. It’s about keeping an open mind and not using a manual or the phrase of the week to mold your community. Communities are indivdual collectives and what works for one might not be the ticket for another. Just because someone with a famous name does something, doesn’t mean it’s the perfect situation for you. By all means, have conversations but don’t forget to act and think outside your box…er …space.

Tagged as: SXSW, sxswi

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If your community has a forum or other gathering place, you’ll recognize the Chronic Malcontent. This is the person who never posts anything positive. Everything she (or he) writes is negative. She nitpicks the service, nitpicks the web design, nitpicks customer support and anything else she can think of. She knows the private email address of everyone on the support team but would rather take her complaints public because she feels she has a better chance of getting a response, plus she wants people to agree with her.(In most cases they don’t).

The Chronic Malcontent is probably the most challenging of all the community forum personalities because:

1. As community manager I have to be polite to everyone I come in contact with. Though I want to shake our chronic malcontent and say, “Get over it lady! This is a free service! If this free service is so much trouble find another silimar service that’s more to your liking. The fact that the Chronic Malcontent stays with us despite her daily laundry list of complaints is telling, because she doesn’t choose to go elsewhere.
2. One has to act quickly with the Chronic Malcontent because we don’t want others in the forum taking up the same tone and turning the thread into a complaintfest. Usually I thank Ms.Malcontent for her comments and assure her I’ve passed her information on to the folks who can best handle it, and give her the email for our services team once again so she can contact directly next time. Which she won’t.
3. I also have to be careful it doesn’t turn into a negative situation for the rest of the forum. Folks get sick of seeing constant whining from the same person and it’s only a matter of time before someone turns around and tells the Chronic Malcontent to shut up. Then others agree and before you know it you’re in moderation and delete mode.

Every now and then Chronic Malconent is worthy of an email or forum private message I’ll nicely ask her (or him) to please cool it with the negativity as it turns people off from visiting the forum. I’ll request she contact support directly for a quick response to her problems. She’ll send me a note back apologizing profusely and telling me how much she loves our service and how I’m the best community manager ever and she’s ever so sorry for any inconvenience. She really didn’t mean to be so negative. And then the process will start all over again the next week.

Does your forum have a chronic malcontent? If so, what do you do to diffuse the situation?

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Comment policies are a tricky thing. Once we start moderating blog or forum comments, folks cry “censorship!” and accuse us of not allowing them the freedom to disagree. Because of this, many bloggers or forum moderators allow their commentators to basically say what they want until anarchy ensues and their communities become a verbal free-for-all.

In the last few years I’ve managed a couple of succesful communities and I’ve learned some essential truths:

1. My blogs and forums are not the government, and therefore, censorship doesn’t exist.
2. People should show the same respect in an online community as they do when visiting someone’s home.
3. There’s no shame in asking folks to be respectful and remember their manners.
4. There are ways to disagree without resorting to name calling and abuse.
5. Comment policies rock.

My writing community, Freelance Writing Jobs, is generally a helpful community of writers networking with and assisting other writers. However, when they begin to disagree about things such as rates it can get kind of ugly. So I posted a comment policy. It reads as follows:

We don’t like to have too many rules here at FWJ. Rules and regulations tend to scare people away, and we enjoy a crowded sandbox. Without rules we would have anarchy, and we’re not really into that either. So here it is in a nutshell: Be nice and be respectful. Easy, right?

Here’s the deal. When commenting, be nice and be respectful. Before you start yelling censorship and first amendment, let me clarify that you are more than welcome to disagree. We love spirited discussion and debate. Just be nice and be respectful.

Personal attacks, rudeness, vulgarity, spam and all around bad manners in comments will find said comment quietly and unceremoniously removed. If you would like to discuss removal of said comment, take it to email. We will no longer have public discussions and arguments about why certain comments are removed.If your comment is removed, it’s safe to say you weren’t nice or respectful. If you post a comment to announce to everyone we’re evil and removed your comment, we’ll remove that one as well. You’re welcome to talk it over with us in private.

Thank you for your understanding and for being nice and respectful.

You know what? It worked.

As a blogger, there’s nothing I enjoy more than a spirited discussion underneath something I wrote. It amazes me however, that certain grownups can’t play nice. In addition to the aforementioned comment policy, I have my blog network set up so that a new visitor’s first comment automatically is held in moderation.  This serves two purposes

1. It allows me to personally welcome a new member to the community.
2. It allows me to remove an offensive comment from a troll.

Two years about FWJ had a reputation for being a writer’s battleground, today it’s the number one online community for freelance writers. Having a clear comment policy, and being firm about enforcing that policy helped to create a thriving, helpful community. It’s not censorship to ask people to behave.

Do you have a comment policy? What does it say?

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I have a confession to make. I’m technically challenged. When it comes to blogging I can handle the writing end and maybe even a little widget and plugin installation, but when it comes to the nitty gritty, I haven’t a clue. I generally hire people to design my blogs and to handle the issues I can’t.

In November,  I was thrilled to be able to announce I was revamping my popular Freelance Writing Jobs blog from a single blog into a network of six blogs. Imagine how it feels watching a small blog grow into the number one online community for freelance writers? This was a thrilling and scary time for me. At the recommendation of my trusted tech guys, I moved over to a more reliable hosting company. It was a company that came highly recommended, received good reviews and they patiently answered all my questions when I called.

A tale of two servers

A couple of weeks after the move and upgrade, I received a notice from the host. My site is too busy, processes are running and it’s affecting the other websites on the server. Could we look into it? Indeed we could. My tech guys looked into it and fixed the problem. Or so we thought.  In mid- December the host sent another notice.  My blog network is too busy for the chosen plan, I had to move to a dedicated server. This must be done within 24 hours or my service would be yanked. Feeling I had no choice, I paid hundreds of dollars (that I couldn’t spare during the holidays) to get this done. Some of that money, by the way, had been earmarked so I could give my bloggers an end of the year bonus. Sorry, guys. [click to continue…]

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