Month: March 2016

When we first launched our community management course back in 2011, we sent out a series of messages with advice and appeals to sign up.

Back in 1958, Herbert Kelman discovered tweaking the source of a message changed how an audience reacted to it. When the audience felt the source

If you’re asking the audience to do something new, something that feels too much like additional work, where the pay-offs are unclear (or uncertain), and

The golden loop works like this. A newcomer has a problem. This triggers her to find the solution. She searches for the problem and finds

You know what you’re going to get on customer service forums. Someone will post a problem, someone else might post a solution. If you have

At least once a week we hear a variation of this story: “When I spoke to the group about my engagement idea, they said they

You might ask your audience to follow you on multiple social platforms. The goal, I suppose, is to have another channel to distribute information and

Typo spotters are the bane of any author’s existence. I’m sure you’ve received at least a few messages highlighting typos, grammar mistakes, or nitpicking at

2 years ago I worked with a very capable, personable, and friendly community manager. Let’s call her Sarah. Sarah wasn’t an expert in her field,