Stealing From the Community
When you are hiring for your community team, you might post a job online, read through applications, identify candidates, conduct interviews and choose the best one. It’s a long process, and it can be difficult to get to know any candidate all that well.
Jennifer Sable Lopez, the senior director of community and audience development at Moz, has found a quicker, more efficient way to identify qualified candidates they already know well: poach them from other departments and from their community. Plus:
- How Moz divides responsibilities between the community and audience development teams
- Investing money in quality forum answers
- Making sure that your team takes their vacation time
When large online communities have problems, they are often talked about as if they are new. But usually, the issues have been simmering for a long time and are the result of choices that were made by community leaders long ago.
Not every company is ready to invest in community, or what they think of as “community,” anyway. Half-hearted, impatient efforts can do more harm than good and leave both the company and it’s customers unhappy.
If you manage an online community long enough, you will have members who experience the ups and downs that life has to offer. They’ll accomplish great things. They’ll find love, get married and have kids. But they’ll also deal with personal loss. They’ll fall ill, and they’ll die.
Some companies don’t want their employees, even their community team, to have a strong personal brand. They feel like time spent on a personal brand is time away from the business, and that the employee is building their brand on the back of the company.
I love what Samuel Hulick is doing at 
With an eye on the conscious and unconscious biases that lead to the contributions of women being overlooked and undervalued, this episode focuses on credit. Sharing it, taking it and ensuring it reaches those who have earned it; not just those who are the loudest.
When a company responds to a complaint posted in an online forum, they receive a greater boost to customer advocacy than when responding to complaints lodged through phone, email, social media or review sites.
Copyright can seem like a big, intimidating topic. But it’s one of the most important areas of law for the online community builder, because we are constantly working with content. Sometimes our own, but mostly the content of others.
Companies mishandle fan sites all the time. If you are lucky enough to have fans building resources and communities around your products, services or talents, you have something really special on your hands. Don’t ruin it.