The Problem With Being a Community Concierge

The Problem With Being a Community ConciergeWhen your community is just getting off the ground, it’s common for a Community Manager (referred to as CM for the rest of the article) to individually greet new users. This can be an effective way to get people engaged and encourage them to start participating in the community. I’ve seen a few different approaches to this:

  • A single “Introduce Yourself Here!” thread, where a member posts if they want to be welcomed. Sometimes participation is mandatory, but opt in is most common.
  • A welcoming thread, where the CM will post a welcome to new members. Generally this will be accompanied by an @ mention of some kind, to ensure the user doesn’t miss the post.
  • The CM keeps an eye out for new members as they start posting, and give a quick welcome to them in the thread while engaging in conversation.
  • New members create new threads to introduce themselves in.

Most community managers will use some variation on this theme in their communities. It’s something that takes a good deal of time to do, and is commonly on the list of Things You Just Have To Do. But is it really necessary? Beyond that, is it even a good idea?

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5 Community Forum Fails You Can Avoid

Common wisdom dictates that we all learn from our mistakes. Thankfully, a study from  Bristol University demonstrates that you can learn more from other people’s mistakes than from your own. Consider this cliff notes of things to avoid with your community forum.

Here are some community ‘fails’ that we’ve seen over the years.

Dumb about security.  All software has security vulnerabilities but most are unknown and never get exploited or get fixed when new releases are issued. If you run a community, go with a SaaS solution so that you don’t have to worry about updating and patching software.  The worst security incident I’ve seen was a case where after being hacked and dealing with the vulnerability, Continue reading

Build and Leverage Your Player Community for Early Access

Successful Early Access with Your Community
Early access has a case for being the biggest thing to happen to games marketing in the last ten years. What started as a strategy used predominantly by small indie companies is now seeing wide use across the industry. It’s responsible for one of the most successful game launches of all time, and its popularity seems unlikely to dissipate any time soon. Even huge AAA developers like Ubisoft are launching games through early access, and Microsoft recently launched their own early access scheme. Continue reading

Breaking Through the Noise of Facebook Communities

Cutting Through The Noise of Facebook (2)Facebook pages are ubiquitous in marketing. They’re cheap and easy enough to set up the even the smallest businesses usually find the time to put together a quick page. With an audience of 900 million daily active users, it might seem like a good place to try and build a community around your product.

Facebook has some pretty big flaws when it comes to community however, some of which are disguised as strengths. Those 900 million daily users don’t exist at your beck and call. They’re not there to be sold to, or to interact with other enthusiasts. They’re there to post funny cat videos, talk to their friends and discuss the finer points of their own selfies. That theoretical giant audience is difficult to move to your branded page.

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Bridging the Communications Gap at Skynet


Dear Skynet,

For business analysts, your company has always been a frustrating one. You have a strong ethos, are market leaders in building a committed workforce and saw astounding early strides in driving off competition to your market with an innovative ICBM-based initial product rollout. Early signs were that your company would swiftly achieve its projected business aims; redefining the contemporary business paradigm by utterly eradicating humanity.

So what’s going so badly wrong? Like so many businesses throughout history, Skynet is failing. Strident competition from the John Connor led human resistance led to a rebranding of your primary business objective, from eradicating humanity to simply killing John Connor. Even after this drastic narrowing of your initial projections, John Connor has continued to eat away at your market share, leaving the company at a clear risk of Chapter 11 or liquidation.

It’s clear that your new time-travel based initiatives are your only hope for regaining market share, but even that impressive technology deployment is failing to produce results. It’s pretty clear that Skynet has a giant weakness that it’s failing to address, and as a Professional Internet it’s clear to me what’s missing. Skynet has failed time and time again to commit to the deploy of a fully-featured, cloud-based community forum. In the rest of this letter, I’m going to let you know a few of the features that can pull your company out of the mire that it finds itself in.

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