Online Community Management

Increasing Brand Advocacy by Clicking Stuff

True phoneAny brand desires authentic, organically driven advocacy. Word of mouth has always been the most effective form of advertising. With the advent of social media and the easier access to each consumer’s social graph that comes with it, brands are clamoring for fans on the big social networks like Facebook, Twitter, Youtube, Google +, and Tumblr.

Brand managers and community managers are always thinking about ways to turn those fans into outspoken advocates that will evangelize the company’s products. While it’s prerequisite to offer a great product or service before that level of brand advocacy can happen, many companies may be wondering how to legitimately affect the tipping point. In other words, what can be done to nudge a satisfied customer into a voracious brand ambassador? (more…)


The Cupcake Conundrum [VIDEO]

Last month I got the opportunity to speak at Portland’s Digital Marketing Conference. I did an ignite-style presentation titled “The Cupcake Conundrum: Turning Lurkers into Contributors”. 5 minutes, 20 slides that auto-advance every 15 seconds. Here’s the video. (For a copy of the text and the slides, check out this post.)

The Cupcake Conundrum – Ignite Presentation

I recently gave an Ignite style presentation at this year’s Digital Marketing Conference in Portland, OR. What a rush of nerves and excitement! It was an honor to talk shop about my burning ideas on online community engagement. I only wish it could have been longer. If you’re not familiar with Ignite, it’s a presentation format where the presenter has exactly 5 minutes to talk their talk. They have 20 slides, rotating every 15 seconds. You have no control over those slides. They go with or without you.

While it was exhilirating to experience this as a presenter, I’m sure there were a few blank stares on some of my slides. It’s sort of hard to whittle down the concept of intrinsic values and extrinsic rewards in the context of online community management in a mere 15 seconds. So I wanted to give you the slides, one by one, along with the script I wrote for each. Without the timer running, hopefully it’ll give more food for thought. (more…)

Day In The Life Of A Community Manager, Pt. 1

I’m currently sitting at my Conduit trade show booth (as you can see), waiting for the next round of conference attendees. For a while now I’ve been thinking about writing a “day in the life” series where I can talk shop about the daily goings on as a community manager (thanks @feedia for the idea nudge). This, my lucky friend, is the inaugural post. And in it I will outline the basic gist of what I do on a typical day. Although no day comes close to qualifying as typical…

For all my fellow future community managers out there, I hope I can shed a bit of light on what your work may someday look like. (more…)

Anonymity Online: Good or Bad?

Anonymous is Friendly?
Christopher Poole of advocates for anonymity online. According to Mathew Ingram of GigaOm, Poole gave a recent Ted talk where he argued that “anonymity has very real benefits online, and that we would be wise to consider those before we switch to exclusively ‘real name’ policies.” He claims that allowing pseudonyms opens the door for more open discourse and protects the identity of those who may be vulnerable to physical harm.

The benefits of anonymity that Christopher Poole or Mathew Ingram posit are more for the exception rather than the norm. Those benefits just don’t apply to most online communities. I’ll provide a couple reasons why. (more…)