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I have two days left as the community manager of a site that has been at the core of my professional existence for nearly three years. I am trying to detach because it’s the right thing to do but it isn’t as easy as I thought it would be.
Many of you may have already experienced this. Perhaps you launched a community and moved on and you understand what I’m going through. Others may not have done this yet but know that you will someday leave your community behind for something bigger and better, or simply less stressful.
I have a rogue group of members in my community. They don’t think I know it. But I know it all too well. Their tactics are completely juvenile. They plot against other members, and pat each other on the back when their antics cause others grief.
They clearly have a lot of time on their hands.
I have struggled with handling this group. I just want to kick them all out. They all have alter egos. They present themselves to me in one way, and do a complete 180 when they think I’m not looking.
I haven’t mentioned this much until now but I am completely dissatisfied with our registration system and my hands have been tied for a long time. You see, my online community registration is tied to a news organization and IP banning isn’t the answer because I can’t ban people from the news. I kick them out and they’re back 15 minutes later. All it takes is a new email account. Sad, but true. This is an area where the real troublemakers and trolls have the upper hand.
It is very rare for me to devote a post on my blog to dismantling another posted elsewhere on the web. And I’m not going to do that exactly, but I wouldn’t be able to rest if I didn’t share this misguided post on Advertising Age with those who value community management and work their butts off daily trying to grow an online community. These are people who I know read my blog. So be sure to read that AdAge post and all the comments when you can.
First off, this is not to bash the author. It really isn’t. But I do want to applaud the people who spoke up against claims that “out of work copywriter’s and journalists can reinvent themselves as social-media brand advocates,” as if this is an easy task.
Want to make a few changes in your online community in 2010? Consider adopting these resolutions. If you like them, don’t wait two days. Start today.
- Stop taking things personally.The members don’t know you. They know your work. If a few dislike you, it’s probably because you are doing your job. You cannot please everyone. Accept that this is impossible and focus on what really matters: Growing the community and bringing people together.
- Greet at least three newcomers daily. Do this with a personal greeting beyond “Welcome to ____.” Find something about them that you can comment on. Perhaps they have a cool avatar or mentioned that they like horseback riding in their profile. Find a way to relate from the very beginning.Your personal touch will go a long way.
- Reinvent your newsletter.Whether it’s weekly or monthly it’s time to fine-tune your newsletter and include content that people actually care about.If you have news to share about the organization, put it toward the end. Make members feel special by highlighting their work. Look for the most interesting, not necessarily the content with the most page views or comments. And whenever possible…make it short! (Here is a copy of one of mine.) Read the rest of this entry »
In one of the first large-scale studies of Facebook pages ever conducted, Toronto-based Sysomos analyzed and investigated usage patterns in nearly 600,000.
The results include information on various aspects including popularity, amount of content posted, number of fans and categories. This is a study of interest if you manage Facebook Fan pages or plan to create one.
Here are a few highlights from the analysis:
- On average, a Facebook Page has 4,596 fans.
- Four percent of pages have more than 10,000 fans, 0.76% of pages have more than 100,000 fans, and 0.05% of pages (or 297 in total) have more than a million fans.
- Pages with more than one million fans have nearly three times as much owner-generated content as the average Facebook page. (Where “owner-generated content” means things like photos, videos, and links posted by the page’s administrators.)
- Pages with more than one million fans have nearly 60 times as much fan-generated content (photos, videos) as the average Facebook page.
- On an average Facebook Page, the administrators create one wall post every 15.7 days. Among pages with more than one million fans, one wall post is created for every 16.1 days. This suggests that wall post frequency does not correlate with a page’s popularity.
- Overall, the most popular “category” for Facebook pages is “non-profits”, while “celebrities”, “music”, and “products” are the most popular categories among pages with more than one million fans.
There is much more to this study and you can find it all here.
The point I’d like to make here is that major engagement on a Facebook fan page like any other community takes a lot of work and often times the administrator (community manager) is charged with creating the bulk of the content. Facebook may be biggest, baddest, go-to-social network on the planet with it’s 350 million members, but don’t let that number fool you. They’re not knocking down doors to fan your page.
It still takes a lot of work to find success.
I’ve shared stories with you about some of the ups and downs I experience as a community manager and that is one way for me to cope with it without going stir crazy. Sharing these stories is just as hepful for me as it is for you. Thank you for being a sounding board and letting me get things off my chest. It contributes to my sanity.
I am sitting on an Amtrak train at the moment heading to the University of Maryland to speak to a group of reporters, bloggers and editors at the Knight Center for Specialized Journalism on engaging the audience. I prepared a presentation with tips on engagement and a series of ideas on how they can connect in ways that will build community for themselves and their news organizations.
I am excited about it, and quite honestly I’m ready for this train ride to end because it seems as though the oxygen level is decreasing and I am a bit light-headed. Thank goodness for an air card and Pandora for streaming music from my favorite artists. But this is not the reason I’m posting. This is…..
So here I am on the train in good spirits and I decide to check my Blackberry for email messages. I see one from a member who has been upset with me for quite a while and whose communications with me have deteriorated to a serious state of rudeness and hate. I almost left it unopened because it has gotten so bad that I now forward his comments straight to our attorney.
Here is his latest:
All this goes to show that you are indeed not competent to manage the community. You have singular inability to police your own venue, one of the very tasks you were hired to perform. Many people have left after having been baited by these assholes you so lovingly call friends. So ship this to your legal department….perhaps something will finally get done about the problem you allow to fester.
I know you have a million questions to ask me about this. Is he right? Is this true? Are you playing favorites? What the heck are you doing Angela?
Let me tell you that this was once one of the top members. He contributed amazing content and was a real advocate for the community. He had been around since our launch.
But he was also a real bully at times, condescending to the point of no return and often mean to people. I received countless emails from members asking me why he was allowed to get away with murder and asking what he “had on me” that made me allow him to stay. You see, I don’t make decisions under duress, and I am fair to people even when others are against them. I take criticism for that, publicly and I accept it. It comes with the territory.
I could argue with him about what my job entails and all that he is misinformed about in terms of what my duties are but it’s pointless. I am now his target and that’s just the way it is. He needs to hate me because he was banned from the community. He isn’t the first and won’t be the last.
So, here I am–preparing to speak tomorrow on the joys of community building and engaging the audience and BAM…a “YOU SUCK AT YOUR JOB” note.
I’ll be sure to stay away from my inbox until the presentation is over.
Wish me luck!
I received this note from a member of my community today and it came at a great time for me because I have been feeling the weight of community management on my shoulders for a while now. I am sharing it because these are the types of comments we have to relish. We need them to get us through the tough times. So when you get one, hold on to it and read it on the days when you feel as though you’ve reached the end of your rope. Here it is:
Hey Angela, Just wanted to let you know that through the efforts of GOLO I was able to send my son, 82nd Airborne, Afghanistan, 100 packs of beef jerky. He said it was hard to find over there. I mentioned it in a blog and it snowballed into a ground swell of donations, thanks to Sandra, Lolly, and Gingerleigh, as well as other GOLOers that donated. Gingerleigh used her military credentials to buy the jerky at Fort Bragg. She’s so awesome. Zack said he would hide his stash and hand it out at church this Sunday. But anyhow I just wanted you to know that GOLO is doing good things, so don’t get discouraged by the trolls. We love you!
It’s nice to know that the members of your community care about one another and their actions underscore that sentiment. I can’t tell you how much I needed that today.
The next time you get one of these, please share it with me.
On several occasions I’ve shared with you one of the most popular franchises I created and continue to produce in my online community. What I do is interview members over the phone and then transcribe the conversation into a blog post. People love it.
Well, one day last year, members of the community were asked to turn the tables on me by a co-worker and they submitted their questions they’d like to have me answer. I answered them all and again, the community loved it.
I just realized that I never shared that with you and I think it is something you may want to consider in the future. Sharing a bit more of yourself with the community always makes it easier for them to share more of themselves. If you’re interested in the 47 comments posted, here is the original interview. But I’m also posting the entire interview below. Warning: Some of the screen names are a bit wild. Enjoy!
Well, since you decided to go behind my back with the help of web editor, Kelly H. with a sneak attack and force me to do my own profile, I suppose I had no choice but to succumb. And since it would be a bit odd to introduce myself in the third person, I won’t. So, without further adieu, here are the answers to some of your questions. Enjoy!
Bosoxbaby: How in the world do you put up with some of the attitudes on here day in and day out?
Angela: I really don’t know. I guess I have a high tolerance for “crazy.”
Meh_whatever: I’d like to hear more about Angela’s history prior to coming to GOLO. What sort of jobs she’s held, etc.
Angela: I’ve worked in newsrooms my entire career. I started out in Cleveland, Ohio where I was an assignment editor at the CBS turned Fox station and Planning Editor at the NBC affiliate. I then moved to Tampa and worked at WFLA as an assignment manager. After that I worked at WPTV in West Palm Beach and then moved to the South Florida Sun-Sentinel where I was a broadcast producer and ultimately managed all of our media partnerships and served as multimedia editor.
Prayergirl: Do you read ALL of the blog posts everyday?
Angela: I could never get through them all but I do read a great deal. I suppose there are days when I read about 90% of them though. It really depends on my workload, what other projects I’m working on and how much administrative stuff I have to deal with. Contrary to popular belief, I don’t sit on the GOLO homepage all day waiting for the latest posts. I will look at something if a person points it out though. And I do have to read those that are reported as abuse.
Mythoughts22: When you read racial comments does it bother you?
Angela: What bothers me most about those types of comments is the fact that the person behind the comment is probably raising children. I mastered the art of not caring much about what others say about me a long time ago. Particularly when I know it’s not true.
Beauty Comes from within: Did you know this was what you wanted to be when you grew up?
Angela: I knew I wanted to be a journalist. I love to write and research and I can never ask enough questions. There was an anchorwoman in Detroit, where I grew up whom I admired a great deal. I thought she seemed so smart and I wanted to be like her. She’s still on the air.
Kewlmom: What is your criteria for screening comments? Do you try to keep people from being offended, or do you simply look for cursing/public attacks?
Angela: I try to be fair and adhere to our guidelines. But oftentimes I do it based on what my gut tells me. I know that many will beg to differ, but it’s tough.
BlaBlah: How do you keep sane, Angela?
Angela: Why do you think I’m sane?
Rocknhorse: OK, here’s my question: We know by your comments and the job you do here that you are very dedicated to both your family and your job. But sometimes everyone needs those “ME” moments. What do you do for yourself that keeps you grounded and at peace?
Angela: I enjoy bubble baths and I love to read. Put the two together and I’m good for at least a day.
Historians_13th: Tell us about the report you wrote on Ella Fitzgerald in the fourth grade, and what it meant to you then and now?
Angela: I don’t remember the details 100%, but listening to my grandfather talk about her and mimic her singing and dancing was quite the treat.
Sue Donym: If you could have dinner with any famous person past or present, whom would you choose and why?
Angela: Past: Harriet Tubman. I’d like to understand that kind of determination and perseverance. Also (and this might sound a little crazy) Adolf Hitler. I once interviewed three Holocaust survivors for a story I was producing and the way they recounted their experiences has stuck with me since. If I could talk with him in a controlled environment where it was impossible for him to kill me, I’d like to get to the root of all of that hate. Present: Oprah Winfrey and Tom Brokaw. Oh, and maybe Alice Walker. Love The Color Purple. Okay, one more…George Washington Carver. I’d like to know how the heck he got so involved with the peanut.
Deer Slayer: Do you like venison?
Angela: I’ve never had it. Does it taste like chicken?
Squirrelingdervish: If the Mothership flew down and picked up one Golo’er and took them off forever, who would you pick?
Angela: It already came and got him. But a few more trips would be welcome.
Godbless: When you started this, did you have any idea it would be as successful as it is? Or were you thinking this was temporary?
Angela: I really didn’t know what to expect. I’m pleased, but I’d like to see it grow exponentially. I keep a notepad in my passenger’s seat because I’m always flooded with ideas. My mind runs a mile a minute.
Full_Decker: What are some features that you feel would benefit GOLO even more?
Angela: It’s not so much the features. Those are easy. More members. More distinct voices. Active participation from the majority of the members. I’d like to see GOLO filled with invaluable content.
GoldenLvr: I would like to know what job you would like to move up to in the WRAL family after you finally go insane babysitting all us Golo’ers. By the way, Kelly is a cutie!
Angela: I’m not sure where my career will lead me. Hopefully to some amazing job that doesn’t yet exist. Oh, and I’ll be sure to let her parents know you think they did a good job.
Sweet Rose: I’d like to know more about her growing up … where she was from … how she came to be in NC … how does she like the area.
Angela: I’m from Detroit. Most of my family is still there. I left for college at 17 and never went back there to live. I visit often. I enjoy NC so far, but I’m still learning. The verdict is still out on whether or not this is home for good. I don’t think I’ve lived here long enough to make that assessment.
Sue Donym: What advice will you give your daughters when they get old enough to start playing on sites such as golo?
Angela: Be smart, and use common sense.
Tarheel Army Mom: What kind of meds do you have to take to manage GOLO? 
Angela: I believe that’s classified information.
Sue Donym: It is clear that your work entails MUCH more than simply moderating golo comments. What are some of the other responsibilities you have as part of your job?
Angela: Well, I am responsible for all things GOLO and all things generated by our users for GOLO and WRAL.com. I also hire, train and supervise the moderators. I interact with users a great deal so a large part of my responsibility is communicating with people. I manage the Pet Page on WRAL.com and make decisions about a lot of other projects. I am called on to incorporate community into our products. There’s so much more…but I’ll stop there.
Rabid_Wolf_3: When I talked to you at the outing, you told me that your lawyer got you off of a triple murder charge after you spent 12 years in a maximum security prison, on a technicality! Can I have that lawyers name?
I really can’t believe they called you ‘Cell Block Momma A’ either . . .
Did you really make the warden cry?
I know, I know . . . rabid_wolf_4 . . .
Angela: Go talk to Tarheel Army Mom about getting some meds. You need them more than I do.
Nauticagirl501: How many children do you have?
Angela: Two girls. And they are fabulous!
Patty002: Angela, why do some of the blogs get through with offensive words and some don’t?
Angela: I can’t see everything. That’s the answer.
Iluvwilmy: How much does WRAL pay you? I would love to be a co-editor of Golo. Golo as a job? How awesome would that be?!
Angela: There are two things you never ask a person. When the baby is due, and how much money they make. Remember that.
Chill0913: Angela, if you and rabid_wolf? were driving in a car having a debate and he wanted to get out, whould you A: slow down and pull over, ask him to calm down, close door and continue your route. or B: Pull over slow down some when he opens the door shove his behind out and proceed on with your business?
LOL…Personally, I’m prone for option B. LOL
Angela: I would be hesitant to get in a car with him.
Con Amor: Angela… Does anyone in your family GOLO? …. Do you ever GOLO under a different profile? …. Do you secretly enjoy looking at the juicey hott hunk blogs that I post before they get pulled for being too hott?(hahahahahahahaha!)
Angela: No. I would never go incognito. My ethics won’t allow. No family members on GOLO. I plead the 5th on the hunks question.
NCMomof3: Angela, I think you do an awesome job referring, mediating, and just plain babysitting us characters on GOLO. Are there times where you have to sit back, take a deep breath, count to 10, then go outside and scream anyway?
Angela: Yes.
Made in USA: Angela… What part of your job gives you the most satisfaction and what part of your job do you dislike the most?
Angela: Making a difference is extremely satisfying to me. If I tell you what I dislike the most, I will be exposed and vulnerable. I don’t want to be either.
Steve Crisp: How much does Canada weigh?
Angela: I thought you knew everything. That’s what your profile says.
Javajoe: To our dearest, most tolerant Mother-of-GOLO, Angela — what’s your biggest, worst, skin-crawlingest, nerve-splittingest pet peeve?
Angela: The sight of chewed gum. YUCK! And please, NEVER read over my shoulder.
Halyard: If you only had ONE chance, what person, living or dead, would you like to sit down and have a one-on-one conversation with?
Angela: My father. He died when I was 16. I’d love another chance to talk to him.
I heard a bit of disturbing news today about a community manager at a local competitor.
She has been reassigned, and it was not voluntary.
It turns out that the media company feels as though she has created such a robust community that it is now self-sustainable and no longer requires her services.
That’s really a shame. I wonder what their plan of attack will be when people stop contributing or the quality of content begins to spiral, which it will.
You would think I’d revel in this this news, as this is a competitor, but I can’t do it. It’s a hit to the craft and the importance of our work. Nothing about that brings me joy.
What are your thoughts on this? We all know that building it isn’t enough. They built it and people did come. But they only stayed because someone made it worth their while. I wonder what will happen next. Whatever it is…chances are it won’t be pretty.
I’ll keep you posted.
Community Manager positions like most jobs in the social media space are evolving.
There is no real consensus on what the job should pay and it seemingly varies from one company to the next.
On a recent conference call for community managers, one of my peers from the Online Community Research Network who is looking for work gave interesting details about the conversations she’s had with potential employers. After gleaning a great deal of insight from her about community management during the initial interview, many have revised their job descriptions to incorporate some of what they learned from her, yet never called her back for a second interview.
It seems that they are benefiting from her experience with a highly respected leader in online video, to craft their own positions, once she has told them what they should be looking for.
I don’t know about you, but that sounds more like a consulting role rather than that of interviewee. But that’s not the reason for this post. I found it in poor taste and simply wanted to share.
This post is about online community and social media compensation, which is the topic of the latest research released by Forum One Communications. The 46 page document is filled with interesting information and insight into what is really happening in the space from more than 350 professionals and is worth a close look.
One finding that supports the story I just shared is this:
Several respondents mentioned feeling like they were being inadequately compensated because of lack of data available regarding community and social media salaries, as well as lack of understanding of community and social media ROI relative to their organization’s activities.
Here are a few other highlights I’d like to share from the overall summary:
- The highest average median salary is 89K
- The gap between the average male and female salaries widened, with male respondents averaging $86,644 (up from $85,423 in ’08) and Females averaging $75,624 (down from $77,319 in ’08).
- The majority of respondents reported a salary increase in 2009, but the percentage compared to last year was down, as was a significant increase in the number of respondents who took a salary decrease in 2009 compared to 2008.
This is not a free report, however I would encourage you to consider purchasing if it fits your organization’s budget. For more information on the report, visit forumone.com. If you’re interested in OCRN membership, you can find details here.
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