Community Training

About Rich

  • Richard Millington is the founder of FeverBee, a community consultancy and Professional Community Management course. Richard's clients have included the United Nations, The Global Fund, Novartis, Oracle, OECD, BAE Systems, AMD and several youth & entertainment brands. Richard is also the the author of the Online Community Manifesto.

    e-mail: T :+44 (0)20 7792 2469


« Most Organizations Shouldn't Start A Community | Main | Community Identity »


TrackBack URL for this entry:

Listed below are links to weblogs that reference Most Brands Want An Online Customer Service Channel, Not A Genuine Community:


David Stern, MD

This is very interesting. Companies can use social media to create communities or customer service channels. I assume that communities will allow customers to interact and help each other, but it may create a common place to criticize the company. Creating a customer service channel, however, will lose the camaraderie of interactivity of a community. Next questions are: 1) How to decide what is best for your company and 2) How to create a community vs. a customer service channel. In our industry, urgent care, we already have a robust community, so it may make sense to augment the community with our social media. Thoughts?

Tari Akpodiete

then there are companies which firmly believe that a community manager is first and foremost an arm of marketing. that's not to say that a community manager might not sometimes do some marketing, but i don't believe that should be a primary function. and i suspect that when it does so end up as such, there's a lack of trust and even some suspicion from the community in the community manager's role.

The comments to this entry are closed.

Buy Buzzing Communities

Subscribe to FeverBee

  • Get free updates by e-mail

Become a Fan