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About Rich

  • Richard Millington is the founder of FeverBee, a community consultancy and Professional Community Management course. Richard is also the author of Buzzing Communities: How To Build Bigger, Better, And More Active Online Communities. Richard's clients have included Google, AutoDesk, United Nations, Novartis, Wikipedia, Oracle, The World Bank, Diabetes Hands Foundation, Fidelity Investments, and many more. Richard is also the the author of the Online Community Manifesto.

    e-mail: richard@feverbee.com
    T:+44 (0)7763 831931

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Comments

Scott Holm

I agree with this post completely, thank you for writing it Richard. I work for an online education company and I recently completed a community project which is designed to primarily serve our clients. We have a (good) problem - growth over the last several years has been around 20-30%, but we haven't been able to scale our support teams to support that growth in clients. We're moving to shift our model to rely more heavily on self-serve support via our community - clients can find the resources they need, and if they still need help, they can ask a question. This way, either our support team, or other clients, can provide an answer. For us, the community will likely always be small (1,000-2,000 users), but if we can effectively get our clients using the site for support & collaboration, our operational costs will be greatly reduced. For this reason, I am not concerned about it becoming a large, publicly-facing community, but rather a smaller, focused and successful 'niche' community.

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