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It’s been a long time since I’ve posted. It’s not that I haven’t been motivated, nor that I didn’t have the time. I never have the time. I’m pretty sure that no one really has time to blog, we all just make it happen. And typically I do. But I haven’t lately. But a recent chain of events has compelled me to do so.
This past weekend, I experienced a tornado.
There is a lot of damage in my neighborhood, from collapsed garages and shredded gazebos to uprooted trees, toppled playground structures and roofs gone AWOL, seeming to have never existed.
My house was not damaged and my family is safe. We were without power for a little more than 48 hours, but that’s nothing compared to the plights of others. A friend and fellow social media enthusiast, lost his home completely.
A university has suspended classes for the remainder of the semester due to structural damage, and 22 people died.
When I saw that my neighbor’s gazebo had been obliterated and he wasn’t home, I immediately grabbed my iphone and took a few pictures for him so he’d have them to file an insurance claim. Shortly after, everyone started coming out to check on everyone else and giving the details of how they ‘took cover.’
The next day, the local grocery store had a truck filled with ice. I approached the truck prepared to pay and saw a sign that read “free ice.” I asked for two bags. They gave me 6. I tweeted that Harris Teeter had free ice for those of us without power. Someone replied asking me “which Harris Teeter.” I posted the location and told her to go get some. She did.
When I got home, my husband gave our other neighbor two of the six bags. She later came over to ask us if we wanted some hamburgers they’d just grilled. At this point, the only hot food was coming from a grill.
As I think about how everyone came together to help one another, it reminded me of the online community I used to manage. They were good about coming together, even though most were only acquainted through the web.
But that community and my real community have many similarities, and there is one thing that holds true in offline and online communities.
You get back what you put in.
Maybe you’ve loaned your neighbor a lawnmower, picked up their mail when they were on vacation, or simply spent a few minutes chatting about nothing every once in a while. Those gestures may seem like nothing at the time, but all of that good will adds up.
The same holds true for any offline community. You get back what you put in.
So many online communities are built with the intention of getting people to “buy” something, or for bragging rights on how many “friends” or “followers” were accumulated as part of a campaign. Yes, this is often important for the bottom line, but you have to put something in if you want it to last or actually become to mean something to people.
Community has become a buzzword and to me, has lost its true meaning. There are so many instances where the term shouldn’t even be used. You don’t want to build community, you want a mob of people to show up in one place and make you look good. And soon as that happens, you could care less about what happens next. Why do you think there are so many abandoned communities out there?
I’ve often asked the question: “If you build it will they come?” I believe the answer is no. But sometimes they do.
Perhaps that question should be: “If you build it and they come, will you stay once your goals are met?”
I think the answer to that one for many, is also no, and I think that’s a shame.
Online communities are not created equal. So stop telling me that my issue should be easy to fix, or better yet, that it shouldn’t even be an issue.
Your community is different from mine.
Of course I’ve tried communicating with the troublemakers offline. Sometimes it works, other times it fuels their fire. One behind-the-scenes email that worked wonders for you may spark a major troll-fest for me.
Your community is different from mine.
Don’t tell me that public reprimands are anti-community and that they should NEVER happen. Are public reprimands ideal? No. But they can send a message that the community supports as well as illustrate your seriousness on the matter and nip it in the bud. (Here is one of my recent posts about feuds among members.)
If yours is a niche site and mine is very broad and a bit unwieldy, we may not be able to handle things the same way. Your solution may not be mine, and mine may not be yours.
But even if our solutions aren’t the same, I want to know about your experiences. I want to know what has worked for you and tell you about my successes and failures.
The dialogue among community professionals should be understanding, empathetic and most importantly, stem from the mutual agreement that this is not a one-size-fits all craft.
The conversation that took place on Bryan Person and Sonny Gill’s #CommunityChat on Friday is a leap in the right direction. Community managers were open and honest about the jobs we’re tasked with doing and weren’t afraid to share dissenting opinions. It was a beautiful thing. You can see the transcript here.
We have to keep in mind that no one has cornered the market on community management. Success will always depend heavily on many factors including the brand it represents, demographics, mission and long-term goals.
And the key here is this:
Community Management is not a science.
It’s an art.
Are you feeding your Twitter stream into Friendfeed? Do you ever LOG IN to Friendfeed to see what people are saying about those tweets?
Well, in case you didn’t know, there are people on Friendfeed commenting on your tweets and if you aren’t talking back to them you are missing a great opportunity to build your community.
With twitter becoming so mainstream people are flocking to Friendfeed in droves. So the days of leaving your FriendFeed to its own devices as a location to cull your many RSS feeds, are over. Well, they should be over, starting today.
Pay attention to your FriendFeed and join the conversations. I have been commenting and “liking” tweets, photos, links, Brightkite status updates, YouTube videos, Picasa photo albums, you name it! Someone could be commenting about your blogpost on Friendfeed and you may not even know it.
So go back and see exactly what you’ve got streaming into your Friendfeed account, and start taking action. Just like you check for @responses on Twitter, or use services like Tweetgrid, Tweetdeck, Tweetbeep and others to follow the conversation, you need to check the conversation on Friendfeed regarding those tweets as well.
If you don’t you’ll continue to miss out, because as I always say…communicating with your community is key.
You can find me as @communitygirl on both platforms.
Hope to see you there.
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