photo credit: susivinh

I’m a big believer in leaving moderation to moderators and in having a word with any member that attempts to act like a moderator.

By act like a moderator, I mean that they try to tell other people what they can and cannot post and where and when they can do so. Even if they are correct, I don’t want them telling other members what to do.

In the long run, I believe that this sort of thing does more harm than good. I want members to respect one another and treat each other kindly. I don’t want them to manage each other or to feel as though their fellow members are watching over their shoulder, waiting for them to slip up. I want them to enjoy the community and each other and leave the management to the recognized staff members within the community.

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photo credit:
Tambako the Jaguar

Recently, a new member on PhotoshopForums.com posted a request where they were looking for someone to take a picture of a paper sign with some girls name on it and then make it look like a guy in a different photo was holding it.

They said that it was for a prank. The way he explained it was that he and his cousin prank each other back and forth and he wanted to get her back for her last prank, which was to go up to him when he was talking to an attractive girl and act like a rude ex-girlfriend.

What he did was create an account (presumably on Facebook, but could it could be any social site) to pretend to be this guy in the photo, who his cousin finds “hot.” In his act of pretending, she asked for him to hold a sign with her name on it to prove that it is really the guy. Hence the request.

That’s a scary thing to me because while I joke around a lot, especially with my brothers and close friends, that’s the type of thing you read about kids committing suicide over. Is it possibly over dramatic for me to leap to that thought? Perhaps. A person can commit suicide over anything – any perceived slight or insult, no matter how meaningless. If it were to happen in this case, however unlikely that is, reasonably, it wouldn’t really be my fault. Even though, if it were picked up in the press, it is possible that I would be scrutinized.

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photo credit:
in search for a new country of residence

Recently, Jason Falls shared an interesting fact with me. According to his research, collected through NetBase, 90% of the trackable conversations occurring online around banks and bank products were in online forums. Ninety percent!

5% related to consumer reviews, 3% on blogs and less than 1% in each of the four categories: microblogs (that’s Twitter), social networks, comments sections of some form and the all-powerful “other.”

Furthermore, it’s not just banks. In a companion piece for Entrepreneur Magazine, where I was quoted, Jason said that he checked how forums stacked up against other industries, to see if banking was a fluke. It wasn’t. Forums were #1 or #2 for every sector they analyzed.

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photo credit: avlxyz

Once in a while, I run across an article that uses the word “forums” or the term “online community” in a weird, misleading way. What disappoints me most is when someone does this when they are claiming to have expertise in this space – they have community in their job title, they are a community platform publishing an ebook or white paper, etc.

A simple illustration of this would be an article that I read where the author listed everything they thought was bad about online forums and said those things were what “forums” were. Everything they thought was good about forums, that was what “online communities” were. For example, they made the statement that online communities are managed and forums are not. Any community management veteran would double take at that sentence and dismiss it as a riddle. Well, that’s not fair. Riddles are usually puzzles with a solution. This was just nonsense.

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photo credit: outcast104

On PhotoshopForums.com, we don’t allow people to link (outside of their signature) to tutorial sites that they are in some way affiliated with. Even if the tutorial answers a question that has been asked.

To some, this may sound strange. But, for us, it speaks to the intent of participation and the quality of engagement on our community.

If we allowed people to link to their tutorial sites, they would. In massive droves. It’s all our community would be. A mess of people jockeying to post links to their tutorial sites.

Not only do people post their tutorials as answers and as new threads, but they search for threads where their tutorial may be relevant or where it may answer the question and then respond, regardless of how old the thread is. We’ll even have people who will look for questions, specifically so that they want write a tutorial on their site, rather than replying in our forums, and then link to it.

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I recently backed a project on Kickstarter for the first time. The project was for “A Show with Ze Frank.” It was successfully funded (raising $146,752, well exceeding the goal of $50,000) the new series from Mr. Frank is well underway.

I have loved his past work and was excited to see him back doing a regular series. Beyond just supporting the idea, I also received a package of the 10 most popular episodes of his last series, “the show with zefrank,” in m4v format, all songs from “the show” and my name and photo on a special web based thank you wall. So, it wasn’t just a donation to something I liked or wanted to see happen, but I actually received others benefits, similar to a purchase more than just a donation.

This got me to thinking about Kickstarter and crowd funding. I think it is awesome. People are tapping into their audience, the people who love their stuff – their community of people – and funding their ideas and offering value. Most of the stories about Kickstarter are centered around content and product creators, not individual websites or online communities. But, I think that this is something that an online community is uniquely suited to benefit from.

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photo credit: bgottsab

ManagingCommunities.com is regularly visited by community management professionals of all experience levels. Many of which are in need of employment or looking to further their careers.

If you are looking to hire a community management professional and find qualified candidates, the people who read ManagingCommunities.com are who you are looking for. Whether it be a Moderator, Community Manager, Senior Community Manager, Director of Community or some other role.

So, today, I am launching the ManagingCommunities.com Jobs section. For just $99, job posters will receive the following:

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Saturday will mark four years since the official publication date of my book, “Managing Online Forums.”

I wrote the other day that one of the things I love most, as someone who has been managing online communities for 12 years and regularly writes about those experiences, is when people utilize my strategies in a thoughtful way that leads to success. For me, the book is the greatest example of this.

The way in which the book has been received has been humbling. I’ve been very fortunate to receive praise from people who are new to this space and from people who have been doing it longer than I have. When you put as much time into a project as I put into this book, you know you are doing the work to make it the best it can be. But, what you don’t know is if that will be good enough. So, to have received praise from so many people and so many people that I respect, it is something that I truly appreciate.

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photo credit: Lhopfan

I’ve been writing about online community management for a long time. I started writing my book in 2003, launched this blog in 2008 and published the book in that year, as well. Before the blog, I wrote about the topic sporadically elsewhere, including SitePoint.

I love community management and I care about the space, which is why I enjoy writing about it and sharing my experiences. I don’t really do consulting, but I always listen to people who want me to consult. Not long ago, I turned down a reasonable gig because the person I was consulting with wanted to own the ideas that I gave them. I could have used the money, but I objected and that was the end of that deal. My ideas are mine to share.

In writing about community management and sharing thoughts and conversations with those who read this blog, my ideas spread and beautiful things happen, that I am proud of. This builds community around my writing. I thought I would share a few of the things that I love to see.

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photo credit: jczart

I think there is this temptation with some community owners and administrators to select moderators and then not monitor them closely; to let them do what they think is appropriate without any sort of review of those actions.

Whether they are volunteer moderators who help out for a few hours a week or paid moderators for whom it is a part time or full time job, you can’t set and forget them.

This post was inspired by a comment by Rebecca Newton on the e-mint list.

Think of a restaurant. You have servers and they interact directly with your customers. They are front line representatives and have a powerful ability to directly impact how the customer thinks of your business. Not just in how they act, but in how they communicate things that are out of their control.

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