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Lessons Learned: The cardinal sin of community management
Once you have a product launched, you will the face the joys – and the despair – of a community that grows up around it. I won’t sugar-coat this: it is one of the most difficult and frustrating aspects of building a company online. There are many articles by many experts ( myself included ) extolling the virtues of listening to customers.
How to deal with bad apples in your online community | Community
No online community is perfect – there will come a time (if it hasn’t happened already) when a member becomes abusive or confrontational. Dealing with these bad apples can be a challenge – they will often stir up emotions and lead to a huge spike in member engagement and discussion. However, it’s unlikely that this is the kind of activity you want to see in your online community.A Chronology of Brands that Got Punk’d by Social Media « Web Str
Update: Aug 2011, we’ve conducted a research project to analyze these social media crises, read the full report to find out what went wrong and how to prevent it . A list of companies that were blind-sided by the internet, they didn’t understand the impacts of the power shift to the participants, or how fast information would spread, or were just plain ignorant. Criteria of “Punk’d” includes a situation where the story would have not been told if social media was not available, or if social media enhanced the situation. Read my exclusive interview with Greenpeace on Forbes . Hi-Media, a MicroPayment company fined a MacroFine for Wikipedia Meddling
In communites, little things can mean a lot « Online Community S
I launched a new feature in my online community today. It’s nothing more than a recorded interview with a member, but the feedback was amazing . People LOVED it. I typically do these interviews over the phone and transcribe them on my editor’s blog but decided to do something new and see if there was any interest.