community mook

See the complaints department

So we’re all used to this kind of treatment. At some point in our lives, we’ve been on the receiving end of a customer service representative who wasn’t able to support our needs. Perhaps they were unsure of the product or service. Perhaps they were having a bad day. Perhaps they were underqualified. I could go on with excuses or projections but at the end of it all, you were not happy in the least I’m sure.

The Wall St Journal just posted an article titled “Making the Most of Customer Complaints” which examines how businesses do very little to address the problem but continue to admit mistakes, offer coupons, replacement items or engage in any sort of behaviours with don’t focus on the root of why the problem occured in the first place. The journalist posits that

“What businesses should be doing is looking at service recovery as a mission that involves three stakeholders: customers who want their complaints resolved; managers in charge of the process of addressing those concerns; and the frontline employees who deal with the customers. All three need to be integrated into addressing and fixing service problems.”

In community, much of the same is true. There is a need to be syncronized in the flow of communication which takes place within and exterior to the organization. If you are promising more than you can deliver (affectionately known as ‘writing the checks that your @$$ can’t cash)- then you really have to do things differently and engage in some serious soul searching.

Why are you working on the project you are on? Are you developing more clutter? Do you feel the fire in the belly for your product / service?

Life’s too short to be complaining.

We belong to many groups

As a “Facebooker” (do people really call it that or is this something that my mom coined?), I find it fascinating to see the various groups that my friends have joined to show their allegiance and support for a myriad of things. From their plans to engage in vote swapping, support for political causes, fashion designers and their favourite TV shows, most people have signed up to be a member of some kind of group or another.

Facebook’s groups mechanism has become a giant bumper sticker. No longer do you tack onto your grill that your kid is an honour role student at XYZ Academy. Now you just join the group and let your white and blue page do the talking.

Notice what your group membership says about you. Are you a member of many or do you keep your participation to a minimum. How open are you?

Being a community manager is about taking vacation!

Sorry for the lack of updates but I’ve been vacationing, reconnecting with friends and family and otherwise trying to keep a low-digital-profile.

To make up for not letting you know that I was away, here’s a great link to the community management wiki. I hope this will tide you over until I’m back next week!

Being a community manager is about community

I think that the best part of my job is meeting people - both in off and online. This is really one of those jobs where you really do need to be ‘a people person’. I know this is one of the catchphrases that is said in job interviews, first dates and in eulogies, but really - as a Community Manager… it is the truth.

Folks. It’s important to give back to your communities. If you aren’t taking time to volunteer for causes you believe in, attending or organizing events or giving back in some way - then I’d suggest you start. Not only are you helping others realize their goals, but you are developing valuable skills and making connections.

It really is a win-win situation.

Having passion for wanting to do good is what it’s all about. I’m helping out where I can to help encourage others to get involved and make both the local and international tech scene better.

What are you doing to enhance your community?

The inevitable job description for a community manager

Connie Bensen a community strategist who has been blogging and working in the community space for some time has a superb series of posts around the job description/ responsibilities and roles of a community manager.

I’ve found this list most helpful in describing what I do to my mother who for the longest time has been giving out the stock answer of “My daughter works with computers.”

It’s also very helpful in my role as a new Community Manager to help set up goals and milestones both for myself but also for the product I work with, the people I work for and the community we are inviting to share with

Are we really managing communities?

Kevin Marks (who is an uber genius in my eyes) recently wrote a post on his blog with the very descriptive title of “Here Comes Everybody - Tummlers, Geishas, Animateurs and Chief conversation Officers help us listen

***(Big thanks to Sylvain Carle for directing this post to my attention ** disclosure ** I work for the company Sylvain helped to found - Praized Media)

Now you may think that what Kevin Marks is saying in his post is purely semantics and a rose by any other name would smell as sweet as an online community being tended to with the loving and attentive care of a Community Manager, Chief Conversation Catalyst, Community Gardener - or any other title you could place upon this role.

I usually believe that most titles are irrelevant or don’t fully describe the title-holder’s core competencies as most people truly wear many hats (especially in start ups). The title of Community Manager is a deceptive one as you don’t really ‘manage’ a community. Communities are organic, vibrant, self-existing entities requiring collaboration in order to thrive. The ‘community manager’ is essentially a facilitator - solving problems, encouraging conversations, asking questions.. Now how do you really create a title around something so dynamic?

This is the question I’m asking and hope you can help well in time for the printing of my business cards! Who better to ask - but the community?

Why most online communities fail - WSJ

Some thoughts on what it takes to be a community manager

Hats off to Chris Brogan (one of my favourite bloggers in the realm of social media) for his post on the ‘Essential Skills of a Community Manager’.

This one post has encapsulated all of the talk going on in the blogosphere about this employment field and also references Jeremiah Owyang, another important voice in the social media conversation.

Jeremiah’s post on ‘The 4 Tenets of the Community Manager’ is also valuable reading in evaluating what traits and skills are required in this role

Recently, several people have been asking me what I think encompasses the role of the Community Manager and what skills they need to bring to the job. (as a newbie to this role, I’m really just offering an opinion and am not among the ‘licensed professional’ crew of Chris and Jeremiah!)

In my opinion, I believe a community manager needs to:

- Stay curious and inquisitive: The minute you think you have the answer, reflect upon the fact that you might not. Dig deeper and investigate. Ask questions. Do your homework. Be a Matlock or Jessica Fletcher.

- Listen… Listen.. Listen

- Admit mistakes and the fact that you may will make them.

- Love your product/ community. Feel that fire in your belly? Share it with others.

- Listen to your gut. If your instinct is telling you something feels wrong, chances are, it is.

- Check your ego. Keep it on the level and listen to those that know more than you.

- Outdo yourself. Ask yourself, what would you like to see someone do for you and do exactly that.

- Be trustworthy. Stand by your word.

- Be organized. Keep tabs on what you need to follow up on, resolutions to issues and manage your time wisely. Document all of the suggestions for product and service adjustments and enhancements.

- Read everything you can. Follow your company and those in the same space.

- Write. Blog. Twitter. (in moderation) Keep your enthusiasm level or people will associate you as that loudmouth who is always honking on about one topic. Brand ambassadors are cool, but you do need to maintain a personality. Being stuck beside a dinner guest who is on repeat is never a fun time. Online, people will turn you off and shun you like a social media pariah.

When interviewing for my current position, the role was defined as that of a host at a party. I can’t think of a more fitting analogy. As such, community managers really need to be community minded and social. Participate in a group. Volunteer. Write.

Above all - share. It’s hard to be in social media if you are anti-social!

I’d welcome your thoughts.