What Does A Community Manager Bring To A Support Community?

What Does A Community Manager Bring To A Support Community?

In a support community, the community manager shouldn’t be dealing with spam or regurgitating information from one place (published product information) to members of the

Internal Support

Internal Support

A tale of two stories from clients in the past few months. One had achieved organization-wide internal support. The other hadn’t. The client that didn’t

Identifying And Solving Problems The Community Way

iTunes crashed any time I tried to download a purchased song. I filed a support ticket and contacted Apple. The account rep sent me a

An Example Of A Big Win In Community Management

An Example Of A Big Win In Improving Member Behavior

The biggest wins in community management are not ‘sparks of genius’ moments you will have in the shower. The biggest wins come from following and refining

Can You Spot The Problem?

can you spot the problem?

It took you about two seconds to notice every headline and description has been chopped off. The community team are so used to the problem

Waste Of Space

This drives me crazy. The very top section of your community is the first thing every member sees every time they visit your community. This

Who Wants To Be In The Denim Community?

Who wants to be in the Denim community?

A friend spotted this in the changing rooms at Gap. This is a classic example of a brand not thinking strategically about its community efforts.

Game Theory, Dating Apps, and Saving LinkedIn

Spend a few minutes to read this article. A lot of sites are about matchmaking. A buyer/seller/recruiter/expert/someone wanting to get noticed is looking for the

Member Completion Exercises

Member Completion Exercises

Try some member completion exercises. Reach out to 10 members of your community. Ask them about challenges they have faced in the last week. Then

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