Beyond Resolving Community Issues

July 3, 2012 Comments Off

Being an effective community management isn't resolving the issue, it's making sure the issue never happens again.

If a member complains about something, the challenge isn’t to resolve the complaint. It’s to make sure future members don't complain about the same issue. 

This takes more time in the short term. Yet it saves a LOT of time over the long-term.

Getting into this mindset is important. The challenge with any issue is not resolving it, but to make sure it doesn’t happen again.

The weekly #cmgrchat has a problem. It’s grown too popular for Twitter. Its hashtag has become invaded by spammers. One suggestion was to change the hashtag to something similar. This is clearly a temporary solution.

The real challenge is 'how can we stop spammers in the future?'

That will probably mean moving to a different platform.

For every issue that arises in your community, make sure it never arises again. 

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