1. “Thank you”

Recognition and acknowledgement are two key reasons people participate in online communities. When  you publicly thank somebody for their contributions, you’re feeding both needs. Plus, as I’ve said before (see item 3 here), it’s simply the right thing to do.

2. “I’m sorry you’re having a problem”

Community managers hear a lot of complaints. You’ll want to act quickly to address those that are legitimate. But for all complaints, legitimate or not, acknowledge the issue and express empathy. People will generally understand if there’s a valid reason for whatever it is that’s bothering them. What they won’t understand is a lack of acknowledgment.

3. “Your input is appreciated”

Members of your community will come to you with ideas. Some will be great. Others, not so much. You don’t always need to agree with or act on ideas from members. But you must always read and acknowledge them.

4. “I took the liberty of moving your post”

Well run online communities have rules aimed at keeping the conversation organized. Participants are asked to post about certain topics in certain areas and such. New members often run afoul of these rules. Never scold people for this kind of thing. Instead, turn it into an opportunity to welcome the new member.  Take what they posted and move it to the correct place. Then thank them for their contribution and, with a gentle reminder about the rules, let them know you’ve taken the liberty of moving their post.

5. “I can’t really add anything to what’s been said”

Every experienced community manager has run into a participant that latches on to some perceived misstep or slight and won’t let go. Each polite reply is met with demands for more information. Don’t play that game. When you feel this person’s questions have been sufficiently answered, tell them that you really can’t add anything to what’s been said. If they ask more questions, post the same reply. Eventually, they’ll move on.

Are there certain phrases you use when dealing with your community? Please share them in the comment section below.

Photo credit: Marc Wathieu

1. How to Choose the Right Community Program

As Vice President of Delphi Forums, my community platform of choice is (spoiler alert) the forum. But even a forum lifer like me has to admit that the traditional forum isn’t always the best choice for a business creating a new community. In this post, David Sprinks of The Community Manager channels my summer camp shop teacher, who always reminded us to use the right tool for the right job.

2. Other Ways To Develop A Community

We community builders have a template we tend to follow: Find the right technology platform, recruit members, and build a community. But FeverBee‘s Richard Millington argues that it can often be better to create the community before finding a place to host it online. Through email, conference calls, or even (gasp!) real-life gatherings, Richard says you can attract those who may be reluctant to participate via your chosen technology platform.

3. Discussion: The Heart of Small Online Communities

There is a lot of buzz around community building tactics like content curation and gamification these days. Lost in the hype is the fact that the oldest — and best — community building tactic is a good conversation. This post from AssociCom President Terry Coatta is an important reminder that a vibrant, engaging discussion is the true key to strong communities, especially small ones.

4. 10 Jobs in 1: The Life of an Internal Community Manager

In a blog post last month, I defined a community manager as a person whose job is to “oversee a group of people with a shared interest that engages in peer-to-peer communication online.” I also acknowledged that there are sub-specialties under the community manager umbrella, among them, the internal community manager. In this post, Deirdre Walsh does a nice job describing some of the hats an internal community manager must wear.

5. Moderating contentious topics: 5 tips for community managers

Anybody who has managed a current events forum knows how quickly a policy debate can devolve into an all-out flame war. Quiip‘s Alison Michalk has some great tips on how to stay cool and keep the conversation on track.

Did I miss any exceptional online community management blogs posts last month? Please add your comments below.

Photo credit: Judy van der Velden

My wife is oddly fascinated by the film The Sound of Music. So when it came time to pick a place for a brief family getaway during April school vacation, she selected the Trapp Family Lodge, the excellent mountain resort in Vermont run by the family depicted in the movie. During our visit, I saw something that made me think differently about online community management. In fact, I saw it next to the hot tub.

First, some background:

There are a couple of schools of thought about drafting and promoting rules of conduct in online communities. There are those like Patrick O’Keefe who argue that such rules are important, while there are others like Richard Millington who argue the opposite. There are valid points to be made on both sides. My view is that these rules are unpleasant, but necessary.

That said, you don’t want to start a relationship with a new participant by telling them what they’re not allowed to do. Presenting a newcomer with a scary list of rules is off-putting. The trick is to convey the rules while making a new visitor feel welcome.

And that brings us back to the hot tub.

If you’ve ever used a hot tub at a hotel or other public place, you’ve probably seen an ominous looking sign with a list of things you’re not supposed to do (you shouldn’t get in if you’ve had too much to drink, have a heart condition, are a bratty kid, etc.). The sign at the hot tub at the Trapp Family Lodge is different: It says what their guests are encouraged to do. Granted, the prohibitions are implied. But isn’t this a better way to communicate with your customers?

Perhaps we should approach community guidelines the same way. Maybe the focus should be on things we want our guests to do. It sure would be a lot more inviting and less threatening.

Is such a thing possible? Can one draft community guidelines that promote positive behavior rather than calling out negative behavior?

Please join the conversation and post your comments below.

More than two years ago, Rachel Happe of The Community Roundtable wrote a blog post where she did a nice job summing up the difference between community managers and social media managers. I had the pleasure of chatting with Rachel over lunch last month, and one of the topics of conversation was the fact that we’re still having this debate two years later.

A recent Twitter chat entitled “Social Media Manager vs Community Manager” underscored the lack of consensus around the terminology we use. Few of the participants could provide a meaningful distinction between the two functions. Several wondered aloud if such a distinction exists. If those in the field can’t tell the difference, how can we expect the wider business world to understand?

We can’t. And that’s a problem.

There is a difference between community managers and social media managers. It’s important for those of us in the field to come to a consensus about that difference, if for no other reason than to clarify expectations with employers and potential employers.

Take a look at job listings for social media managers and they’re pretty much what you’d expect. Listings for community managers, on the other hand, are all over the place. Many (perhaps most) of the job listings for “community managers” indicate that the role is primarily responsible for the organization’s presence in social media.

If the previously mentioned Twitter chat is any indication, some people who engage in what I would call social media management take offense if anyone questions whether or not they ought to be called “community managers.” So let’s be clear about something: This is not a value judgment. It’s simply about coming up with accurate terminology.

Here’s the terminology I favor:

If you oversee a group of people with a shared interest that engages in peer-to-peer communication online, you’re a community manager.

If you manage your organization’s presence on services like Facebook, Twitter, YouTube and LinkedIn, you’re a social media manager.

There are also distinctions to be made under the umbrella of community management. There are internal community managers that oversee online communications within an organization. There are support community managers that oversee online venues where users of a certain product or service gather to get help and exchange tips. There are moderators who are responsible for removing objectionable content and can work in a community setting, a social media setting, or both. Each of these sub-specialties require their own set of special skills.

Also, there are skills that are common to both community managers and social media managers. Both must be excellent online communicators. Both must be comfortable being the face of the organization. Both must be able to effectively communicate the needs and wants of the audience to the rest of the organization.

But, in the end, community managers and social media managers are different.

So what do you think? Can we agree on titles that distinguish between people who have very different jobs? Are my definitions the right ones?

Please add your comments below.

Photo credit: konradfoerstner

1. The User Engagement Cycle

Every company wants (or should want) to move beyond broadcasting messages to fans on Facebook or Twitter. The real goal is to have customers talking with one another about the product. But how does this process work? More importantly, how can your company benefit? David Sprinks describes this process as the “User Engagement Cycle,” and says that peer-to-peer product conversations do more than create loyal customers — they make the product itself more valuable.

2. Understanding Motivation In Online Communities

There’s been a lot of talk lately about the use of gamification in developing online communities. Richard Millington of FeverBee writes that incentives like giveaways  may help community growth in the short term, but they’re harmful in the long term. Richard reminds us that people have been participating in communities of various kinds for years, and they’ve done so without the promise of a free t-shirt or complimentary month of service.

3. Online community managers – we weren’t born last week.

I’m glad to see I’m not the only one that gets ticked off every time I hear from some “expert” who thinks the history of community management began with the launch of Facebook. Quiip‘s Alison Michalk has the same gripe, and she calls out one of these experts who seems to think that healthy communities just happen on their own. They don’t.

4. How To Build A Community From The Ground Up

If you build an online community, will they come? Maybe. Or maybe not. The Community Roundtable‘s Leanne Chase says there are no guarantees that your new community will succeed, but you have a much better chance of success if you take the time to establish goals, reach out to potential members, and post useful content. And if things still don’t take off? Try something new.

5. 10 Types of Content that Drive Adoption in Private Online Communities

Most community managers agree on the need to program useful, engaging content in order to provide value to those participating in the community. But what kind of content? And how can you create all of this content without working 80 hours a week? Joshua Paul of Socious suggests ten types of content that you can create to keep users engaged, while letting you get out of the office at a reasonable hour.

Photo credit: Alan Campbell

I admit it: I’m a huge fan of the AMC series Mad Men.

Like other Mad Men fans, I’m eagerly awaiting the long overdue return of the series on Sunday. In the meantime, the next best thing to watching Mad Men is blogging about Mad Men.

Anybody familiar with the show knows that the protagonist, ad man extraordinaire Don Draper, is not exactly a role model. But he is a creative genius with a certain set of admirable core values. So let’s look take a look back at the first four seasons of the show to see what Don Draper can teach us about online community management.

Know your goals

When three brothers that run an auto parts company can’t decide whether to advertise to professional mechanics or do-it-yourselfers, it’s suggested that they employ a strategy aimed at both types of consumers. Don refuses on the grounds that a muddled strategy is bound to fail. Launching an online community with a muddled strategy is also a surefire way to fail. If your company is launching an online community, be sure to have clear and measurable goals along with a plan to achieve those goals. If you’re a community manager and a company without clear goals wants to hire you, think twice about taking the job.

Never go along with a bad idea

The theme of Don Draper sticking to his guns is one that pops up repeatedly. He would rather lose a client than agree to a concept that won’t work. When executives from a bathing suit company reject his idea for a racy ad campaign for their bikinis and ask for a more wholesome concept, he angrily demands that they leave his office. Of course, community managers should never lose their cool. But they shouldn’t agree with every idea the community throws at them. You always have to listen to all ideas, good and bad. But you never have to go along with the bad ones, even when they come from the most vocal members of your community. When bad idea is suggested, be honest — but polite — about why the concept isn’t feasible.

Words are important

When Don is asked to come up with an ad campaign for Kodak’s new slide projector with a circular tray, he proposes they call the product the “carousel,” suggesting the ability to go back to a more innocent time. With that single, well thought out word — carousel — he wins the contract. Words are a community manager’s most powerful tool. When communicating with members of your community, take the time to write well and choose your words with care. It’s always worthwhile.

Don’t forget those that helped you along the way

When the agency has a chance to land a big-time contract with American Airlines, they need to clear the decks by getting rid of another airline client. Don resists the move to end their longtime relationship with Mohawk Airlines, questioning whether he wants to be part of company turns away clients that helped it grow. (He ends up doing as he’s told, but he doesn’t like it.) If your online community has been around for a while, you often need to bring in new members to keep things vibrant and growing. But never forget about those longtime members that helped build and grow your community.

You are the face of the company

When a reporter from Advertising Age interviews Don, he’s reluctant to talk about himself and the capabilities of the agency. The resulting article fails to put the agency in a good light. He then persuades the Wall Street Journal to do a story on him, wows the reporter, and the paper publishes an article that promotes both him and the agency. What happened in between? Don realized that he’s the face of the company and an article that makes him look bad makes the agency look bad. If you’re a community manager, you’re also the face of the company. Always deal with members of the community professionally and politely, because failure to do so doesn’t just make you look bad — it makes the company look bad.

Now if you’ll excuse me, I need to purchase some whiskey and skinny ties in preparation for the season five premiere.

1. Listen to Your Community, But Don’t Let Them Tell You What to Do

In real life, we get lots of advice. Most of us have the good sense not to heed all of it. We look for the good nuggets and politely ignore the rest. Community managers need to treat the feedback from their communities the same way. Jeff Atwood dishes out some valuable, albeit frank advice when he writes that “90% of all community feedback is crap.” The key, he writes, is to listen carefully to everything the community says so you can benefit from the other 10%.

2. Establishing The Value Of Online Communities

Another “tough love” post, this time from Richard Millington. Richard reminds us that community managers that can’t establish the value of their communities have only themselves to blame when they don’t get the support they need. Richard reminds us a community only provides value when it increases sales, decreases costs, or (in the case of non-profits) fulfills an organization’s mission.

3. What Are Your Goals for Your Online Community?

Starting an online community without understanding your goals is just plain stupid. Deb Ng reminds us that every community is different, and so are each community’s goals. But once you know what your goals are, Deb provides useful tips on how to build a community that will achieve them.

4. 3 Keys for Launching a Forum

“Forums are the greatest vehicles for community development.” Amen, Judi Huck! In this post, Judi has some great advice for those launching a new forum: Start with a select number of members and a simple platform, add features slowly and carefully, and keep your eye on usage data to make sure that the features you do add make the community more engaging.

5. 7 Ways to Bring Your Community into the Content Creation Process

As community managers, we’re keenly aware that valuable content is one of the best ways to bring people in to a community. But if you’re the only one providing valuable content, you’re doing something wrong. True community happens when both you and your members are providing useful content. Georgy Cohen has some ideas on engaging would-be content creators in your community.

Did I miss any great community management posts from February? Please let me know with a comment.

Photo credit: N-ino

1. How To Convert Newcomers Into Regular Members

One of the greatest challenges an online community manager faces is getting new visitors to stick around and participate. More than just a blog post, Richard Millington has drawn up a detailed guide on how to draw people in and get them involved. He sets down five “golden rules” for converting visitors into active members of the community. Every community manager should read this. Really.

(Also this month, Richard posted How To Build An Online Community: The Ultimate List Of Resources, an index of his past blog posts along with helpful community management resources.)

2. Being a Cool Kid: Key Steps to Getting “In” With Your Community

If you’re a community manager coming into a community that’s already established and active, you may find yourself on the outside looking in. You need more than admin rights to lead a community. You need to be accepted by the group. This two-part blog post from Lyn Muldrow of Metaverse Mod Squad compares this situation to being a freshman in high school seeking social acceptance and provides tips on how to become part of the in crowd.

3. 5 Steps to Ensure Your Members Don’t Run Away With Your Community

I’m one of those people that subscribe to the notion that the members own the community. Cecilia Edwards of Telligent writes that member ownership of the community has several benefits, but reminds us that “community ownership can turn into community hijacking.” She has some tips for finding the sweet spot between coercive community management and an online version of Lord of the Flies.

4. 6 Ways to Kickstart Engagement for 2012

If your new year’s resolution was to do a better job keeping your community engaged, Amanda Allan of Spark Boutik has put together a nice list of ways you can keep the conversation flowing. Though it’s aimed more at social media managers, managers of traditional online communities will find this list useful.

5. How To Get Started As An Online Community Manager

Looking to break in to the community management space? Sue John has some great tips on how to get started, along with links to useful community management resources.

Honorable Mention: Don’t tell my mum I’m a community manager, she believes I play piano in a brothel

Photo credit: Alan Campbell

I had a couple of recent experiences with the communities I help manage on Delphi Forums that brought the point home for me.

The first was the reaction of our members to the Stop Online Piracy Act (and its Senate counterpart, the PROTECT IP Act). At my urging, Delphi Forums took a position that SOPA was a bad piece of legislation and potentially devastating to our business. We even resigned from the Better Business Bureau in order to protest their support of SOPA (see previous blog post). We undertook an education campaign to urge our members to learn more about SOPA. If they came to agree with our position, we asked that they contact their congresspeople to let them know how they felt.

The response was amazing, as our hosts and members took to the cause with gusto. Delphi Forums did not take part in the January 18th Wikipedia-led blackout protest, but several of our hosts took it upon themselves to shut down their communities that day. Many members added anti-SOPA images to their message board signatures. Even though SOPA is now dead — or at least dormant — conversation about the topic continues in our host support forum in a thread that has grown to hundreds of messages. Their actions went way beyond what I had hoped for.

The other experience was the way our members embraced Community Manager Appreciation Day. Although CMAD has been around since 2010, this is the first year we observed the event on Delphi Forums. On Delphi, all of our communities are created and managed by our members (assisted by our amazing support team). To say we appreciate these volunteer community managers would be an understatement. Without them, we simply wouldn’t have a business. Marking CMAD seemed like a great way to let these people know how much they mean to us.

It was a huge success.

The vast majority of our members had never heard of Community Manager Appreciation Day, so we educated them about the event and made a few suggestions about how they might want to get involved. On Delphi, we have a sizable community of “signature artists” — artistic members that create message board signature graphics for other members. We asked these artists if they would be willing to create special signature graphics for CMAD, and they came through with some great designs. We also left messages in our top 20 forums addressed to the host, thanking him or her for their time and efforts. The reaction was terrific. In nearly every forum where we posted, other people started jumping in to add their thanks. It seems that our members truly appreciate their forum hosts. They just needed a reason to express those sentiments in the forums.

You can never force online communities to do what you want. But these two episodes showed me that when you present an idea to the community that people genuinely agree with — and do it in an open, honest, and collaborative way — they will respond.

Photo credit: Steve Shattuck

If you manage a private or internal company community, you’re probably not at risk. But if you’re like me and manage open, public communities, you should be worried about SOPA. My company, Delphi Forums, has taken a public stand against SOPA and has resigned from the Better Business Bureau because of that organization’s support of the bill.

Right now, Web sites that host user generated content are required by the Digital Millennium Copyright Act to make a good faith effort to remove copyrighted material from their sites. These sites are protected if they respond to complaints about stolen content in a reasonable and timely manner.

SOPA would remove that protection. Web site operators would be at risk if just one page of their site contains copyrighted material or is “dedicated to theft of U.S. property.” No excuses. So even if people are on your site just talking about intellectual property theft, you could find yourself afoul of the law. It doesn’t matter if you take down this material after you find out about it.

If you don’t have the resources to put together a legal challenge within five days, your domain name can be disabled.

This kind of thing would be devastating for operators of small, hobbyist online communities. These people simply don’t have the resources to defend themselves against the big entertainment companies and their lawyers. If SOPA becomes law, we may see the end of online communities started by people who just want a place to gather online with those that share their interests.

Everybody involved with online communities ought to be worried.