I know that many of my colleagues and peers will disagree with me here, but I believe there can come a time when you, the community manager have to enforce your guidelines publicly. I am going to go further to say that you may even have to use someone as an example for all to witness.
Not ideal, I know.
But before you balk and get ready to tell me how this will destroy a community, let me tell you that I’ve done it and it didn’t back fire in the way you would think.
Now, keep in mind that it does depend on the type of community you manage. My site is connected to a traditional news organization and it’s also very local, so our topics run the gamut. It’s essentially a free-for-all in terms of content. You never know what to expect, so you just expect it all.
Martin Reed wrote a post a while back called Never forget who is in charge of your online community.
When I read it back in June, I think I was on the verge of doing just that. Our one year anniversary was approaching, as was my review, and I found myself getting so caught up in growing the community and making sure I didn’t offend, that it was getting unwieldy.
Well, that moment has certainly passed. Just yesterday I wrote a blog that was very direct. Here is an excerpt:
If you want to be here, act like it. If not, go somewhere else. The internet is huge. Find your niche. It’s out there. Thanks, and have a great day.
Yes, it sounds harsh but the people it applied to knew it, and so did everyone else.
9 comments
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October 23, 2008 at 8:42 pm
mfoley
More power to you! I completely agree – it’s something that is tough to do, but has to be done sometimes to protect the vibe that you’re going for in the community.
I like your line – “If you want to be here, act like it.” I might just use that one sooner or later
October 23, 2008 at 8:49 pm
Angela Connor
@Mfoley: Please feel free to use that line. I’ve got many more and will share them in a future post! I’m glad you’re with me on this!
October 23, 2008 at 9:04 pm
Patrick
I had a conversation with a lady today that was like this. Different wording… but, for all intensive purposes, similar. It’s a talk I’ve had a dozen or more times, I think.
October 23, 2008 at 9:21 pm
Martin Reed
Hi Angela
Thanks for the link
I find that disobedience (if that is the right word) comes in waves in a forum, so every now and then you need to clamp right down to prevent abuse from destroying the community. Of course, as offensive behaviour requires more intensive moderation, you will get more complaints – normally exclusively from the troublemakers.
At the end of the day, you don’t want abusive members in your online community and sometimes you may have say that publicly to send a clear message.
I would never publicly denounce individual members though, as that would only serve to make the situation worse. As community managers, we need to ensure we remain professional at all times.
If I had to make a post like yours, I probably would have closed the topic to replies – my decision would have been made and member comments would only work to further divide the community between those that support me and those that disagree.
- Martin
October 23, 2008 at 9:27 pm
Nathan Clendenin
Amen!
October 24, 2008 at 2:11 am
Angela Connor
@Martin: It never occurred to me to turn off comments on that particular post. That’s a great idea and I should have done that. It would have sent a message because comments are never closed on my site. You’re probably right on the public denouncing. I think you can get your message across to an individual or specific groups without being too specific.
October 24, 2008 at 1:05 pm
Mike Pascucci
Closing a thread/topic down is a great step, and posting to that thread why you are closing it down is a very transparent way to handle those situations. It really assists in explaining the “Why”, while also educating your community as to when the “Lines are drawn” within your specific community.
Negative behavior spawns negative behavior – the key is to ensure that your community knows where the lines are, and when they cross it.
Mike Pascucci
May 13, 2009 at 1:25 am
Mr Woc
Hi there
I dont think your post was harsh at all, in a general normal working enviroment you probably wouldnt say something like that, well i wouldnt lol !
But online communities sometimes are very different and I find being firm but fair seems to work with some people, in fact it sometimes helps to call peoples bluff lol as conversations usually go like this on my site.
User : this site is rubbish !
Me : If you dont like it leave there are plenty of other sites out there.
They never leave lol !
Woc
May 13, 2009 at 5:34 am
Angela Connor
Mr. Woc: Thanks for sharing your perspective. You are so right. I have lots of people announce in a very public blog that they are fed up and leaving…and they never do either. I have found myself getting a bit tough with some as time goes on.
Angela