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Posts about Online Community Management

Why Taking Breaks Is Crucial for Community Managers

Written by Jessica Fish | on June 16, 2016 at 8:30 AM

Being a community manager is extraordinary and exhausting.

You get to connect and create, but you’re also drowning in information. Comments, requests, questions, emails. Notifications whooshing around at 90mph, all day. KPI’s and ROI. Everyone demanding attention, needing you to listen, to fix, to respond, to cajole, to soothe, to champion.

Some days it’s total overload. Some days you want to break every screen in front of you, join the National Park Service and spend three months manning a fire tower in Montana.

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Topics: Communications, Online Community Management

How to Recruit and Motivate Volunteers for Your Online Community

Written by Hayley Rissler on June 15, 2016 at 8:30 AM

Back in grade school, teachers would ask for volunteers and hands would shoot up around the room. Everyone wanted to do the teacher a special favor by running an errand down the hall or helping hand out pamphlets.

How eager we all were back then.

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Topics: Online Community Management, Volunteer Management

Let Your Community Tell a Story - Like AirBNB

Written by Molly Talbert | on June 15, 2016 at 8:30 AM

AirBNB is more than just a company -- it’s a community of hosts and travelers from around the world who meet each other online and, somehow, trust each other enough to meet up in real life. To build trust -- between community member and company, between host and guest -- AirBNB relies on their strong community culture, both on- and off-line.

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Topics: Online Community Management

How to Win Friends and Influence People: Three Lessons for Community Managers

Written by Molly Talbert | on June 9, 2016 at 8:30 AM

I’m sure you’ve heard of it, but have you actually ever read Dale Carnegie’s book, “How to Win Friends and Influence People”? If not, you probably should -- it’s an important read for anyone, but especially community professionals.

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Topics: Online Community Management, Engagement, Member Experience

Why Aren't We More Obsessed With the Mobile Community Experience?

Written by Molly Talbert | on June 8, 2016 at 8:30 AM

It’s a no-brainer to say mobile is bigger than ever. People are attached to their phones and use them in almost every part of their lives, from connecting with friends, to ordering pizza, to tracking sleep and exercise. And almost every industry is stepping up to the plate, bringing better mobile options to their audience.

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Topics: Online Community Management, Engagement, Member Experience

Shaping Community Behavior with Positive Language

Written by Lindsay Starke | on June 7, 2016 at 8:30 AM

The goal of every community manager is to inspire others to share their stories, challenges, and triumphs. To welcome them into a deeply satisfying and inviting space. So why, when we’re onboarding, do we present new members with a long list of don’ts? All too frequently, conduct guidelines, administrative messages, and onboarding materials end up full of negative language that doesn’t exactly inspire one to engage. “Don’t do this, don’t do that.” Leaving users wondering, “well, what the hell can I do?”

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Topics: Community Platforms & Updates, Online Community Management, Engagement

The Lure of Exclusive Communities

Written by Molly Talbert | on June 2, 2016 at 9:00 AM

There are many reasons to have an open community where anyone with an internet connection can participate.

Why let in the masses? Opening your community can greatly increase your search engine optimization, bring in prospective members and show the world you’re transparent -- and how much your members love you.

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Topics: Online Community Management

Dealing With Trolls in Your Community

Written by Calista Rollogas | on May 31, 2016 at 9:00 AM

Sometimes your best user is your worst user.

These days, everyone knows the tell tale signs of a troll -- people who write abrasive, abusive comments, often directed at certain people, and who often blatantly ignore community standards. Prime examples of trolls are can be found in the comments section of online news outlets.
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Topics: Online Community Management, Engagement, Member Experience

Do's and Don'ts for Engaging Lurkers in Community

Written by Molly Talbert | on May 24, 2016 at 8:00 AM

Every community has them -- those people who watch from the sidelines but never participate. Lovingly called “lurkers,” people often wonder: do they add value? And how can I nudge them towards becoming a regular poster?

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Topics: Online Community Management, Engagement

Read Your Community Members' Minds

Written by Heather McNair on May 23, 2016 at 8:30 AM

It’s true -- you can read minds and predict the future.

Sure, communities can help you with customer acquisition and retention, but they can also help you forecast what your members want or need -- improving your members’ experience and your organization’s bottom line.

How can your community help get you inside a member’s head and learn what they truly think and what they really need?

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Topics: Online Community Management, Customer Experience, Member Experience

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