Comments on: The mind of a Community Manager

By: Dan Latendre

Dan Latendre — Fri, 05 Mar 2010 14:08:56 +0000

Great Post!!! At IGLOO Software we encourage companies who purchase our online communities to hire a Community Manager. We believe a Community Manager can be the difference between success and failure. A primary function of this role is Community Facilitation – best described as a combination of customer support and marketing. It is a service that offers a human connection to your online community. For more information on this role – check out our free online community playbook at http://bit.ly/bNokUI.

By: Dan Latendre

Dan Latendre — Fri, 05 Mar 2010 12:08:56 +0000

By: Yst

Yst — Wed, 10 Feb 2010 17:09:24 +0000

Great post.
What do you think is the appropriate balance between customer and colleague? Where do you spend the most time?

By: Chris Bailey

Chris Bailey — Tue, 09 Feb 2010 21:47:33 +0000

Jake, this quote is so true:
“[Community Managers] don’t choose a side, they understand, advocate, explain, and support both.”

In many ways, we create the bridges to helping people, customers, and businesses achieve more than they would have without our help. Great post!

By: Guy Martin

Guy Martin — Tue, 09 Feb 2010 20:44:38 +0000

Jake,

Wow, this post rings so true with me, especially of late. I think the biggest thing that community managers who do consulting (as I do) face is the challenge of not 'going native' (which I've been accused of in the past).

This is especially challenging if one group (your colleagues/company) are advocating a position that is potentially harmful to your other constituency (community members). The only way I've really found to combat this is to intentionally identify what 'hat' I'm wearing when I speak with either group (and sometimes the hat changes even in mid-sentence!)

It doesn't always solve the problem, but at least being up front with folks about who you are 'representing' with a statement or statements keeps the trust quotient up, which I believe is the most important capital you have as a community manager.

Thanks for your insightful post.

By: Kate Dickman

Kate Dickman — Tue, 09 Feb 2010 14:19:43 +0000

Love this! I absolutely agree with these statements and think these frames of thought are vital to successful community management. You hit the nail on the head! Kudos!