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From the author of Mistake 6: Under-Managing the Site

Mistake 6: Under-Managing the Site

An online community isn't like a static website; you can't just put it up and forget about it. Users will be interacting with it constantly, publishing content and communicating with each other. And they're not going to manage themselves. They'll have questions, need help—they may even get into fights with each other or post pornography or other undesirable material that you'll need to remove. You need to be prepared to deal with all of these potential problems. Whatever the specific goals of your community project, you're unlikely to help your brand with a community full of spam and disgruntled members.

At the outset of your project, take into account the need for a community manager. Depending on your community model, you could start with one part-time person and be prepared to grow. Your community manager will also need tools, including a way to access users' membership details, censor inappropriate content, and block user accounts when necessary.

Oh, by the way, if you're planning to launch a Bulgarian community, you'll need a community manager who speaks Bulgarian. This might seem obvious, but I actually know of companies that have forgotten this detail of having someone on board who speaks the members' language(s).

Companies often underestimate the importance of community management. But good community management protects your investment and your image.

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