We have all heard of what an elevator pitch is. It seems like it is the kind of stuff for overly eager new sales associates looking to make an impression on the big boss between floors.
But there is more to it than that.
Someone has just turned to you and said, “You’re a writer. What’s your book about?”
Don’t just stand there! You’ve got to be ready.
Your Verbal Elevator Pitch
Try something like this on for size.
Imagine if animals started talking, and they told you what to do in a topsy-turvy world.
My book is about Alice; she’s a young girl, a little bored on a sunny afternoon, when she spots a white rabbit. The odd thing about this rabbit is, he’s wearing clothes and talking. She follows him down a rabbit hole, but then she can’t get out.
That’s less than seventy words, and the person asking has the basic plot, the name of the heroine, and a reason to want to know more.
Your Pitch in Writing
Yes, you need one of these, too. But but a written elevator pitch a little different.
Even if readers know you for writing sweeping, epic sagas, you should still write some short stories. They can be in your universe, or not, although it might help with both marketing and your own personal creativity if they can fit somewhere within your universe.
They do not even necessarily have to be sent out for publication, but they could be good for anthologies. Don’t knock that; this is exactly how a lot of people get their starts. In fact, if you are having trouble breaking in, or want to impress a publisher, try submitting to anthologies. You can get a published credit and impress the publisher of the anthology. There’s a win-win right there.
Point them there, if someone wants to read a sampling of your work. Don’t make them commit to a 100,000 word novel.
Finally, have fun with it. Is your main character funny? What about quoting one of her best zingers, assuming you don’t need to explain the joke? Now there’s an idea for a pitch.
Keep in mind that Facebook is constantly A/B testing (e. g. checking to see if new layouts or color schemes, etc. will make you click more), so these instructions might be a little out of date after a while. This is what currently works. Caveat emptor.
Images are always helpful; use a measure of branding for your work, and always use images you have permission to post! If someone else created or photographed an image you are using, even if you now own the rights, it is a courtesy to link to them and give them a shout out. A lot of my father’s and husband’s photography is on my personal author page, and people like to see newer work from them. It’s just another way to acknowledge that this is a community and this solitary pursuit is far from being completely solitary.
Working On And Handling Updates
It’s all about the updates. You can schedule a few months in advance, so make a point of doing this. You can cover a lot more if you spread out your work and set it to emerge at various times; just look at your insights to get an idea of when people are online, and match to those times as well as you are able to.
Setting Up a ‘Buy Now’ Button
You will definitely want one of these. Right in front of your background image, there are three buttons. The one on the left (which is actually in the middle of your background) is a variable. Pull down on it and choose what you want to showcase. Select Edit Call to Action and enter a link directly to buy your work. Be sure it is a link directly to your work on Amazon or Smashwords or wherever. That is, clear away the extraneous junk on the URL. So for Amazon works, this is everything after the ISBN.
If you have nothing to currently sell, you can always upload a YouTube video and change the call to action to a call to watch a video on your site. There are other choices such as Call Now. So, use whatever works best for your needs.
So, swag is necessary when you go on the road. Work a convention at a dealer’s table, or get your book into a library, and you may need a little extra something to give away. Hence here are a few choices.
Bookmarks, a Very Common Form of Swag
Maybe the best and closest kind of giveaway item is the humble bookmark. In one sense, it’s perfect because it relates directly to books and reading. And you can spend as much or as little as you like. Plus maybe you only want something straightforward, perhaps a section of your cover, often printed on one side on heavy cardboard stock. And that’s great!
Because you’ve got some real estate, consider some additions, such as your website or even a QR code for a discount off one of your books. However, I suggest leaving one side blank for notes. While that’s not strictly necessarily, it may end up cheaper for you, not to mention it having an actual purpose.
Bookmarks are particularly useful because not only can you put them in your own books, you can put them in library or bookstore books. Yes, they might be removed and discarded. However, you need to consider that these are loss leaders; you need to be ready to lose some cash on these.
These seem hit or miss. If you go to conventions and run a table or booth, you will need cards. And again, try to keep the back blank. Pro tip: use matte. Shiny card stock costs more and it makes it harder to write on the card. Because you want people writing on your cards. Oh, and don’t be stingy with them. Give them away. Meet someone? Give them a card. Someone stops by your table? Give them a card. Like bookmarks, these will be discarded by a lot of people. Accept that as a cost of doing business.
These can work really well if you have a fantastic and memorable cover design, or a great catch phrase. Imagine a tee shirt which has your cover on the front and your catch phrase on the back. You can make people into walking billboards this way. Be ready to give a lot of these away, and maybe even use them as contest prizes. Most people will not purchase these unless you become really famous. Again, this is a cost of doing business.
Toys and Action Figures
Funko Pops lets you design your own male and female characters. But volume is an issue here. And so is the startup cost. The blank figures in that link are almost $10 apiece. Hence a large run of these may not be in the cards – so take advantage of their rareness and play on the scarcity aspect when giving these away or selling them.
For other types of action figures, look at prices and consider what you want to settle with. If the figure doesn’t end up looking a lot like you, how will that make you feel? If the answer is ‘terrible, of course’, then you might want to do something else with your swag budget.
Swag: Some Takeaways
Giving away swag may seem counterintuitive. After all, you want to make money, rather than spend it. But if you are new on the scene, it can be a great way to get noticed and show how you’re different from all the rest.
Hesitation Generation. So as I travel around the ‘net, I also take note of what is happening in my own backyard. What I have seen is an odd and somewhat disturbing trend.
I am the Project Manager for Able2know and in some ways it’s got its finger on the pulse. But, a caveat, the pulse is rather limited. This is a mere fraction of the web and therefore, by extension, an even tinier fraction of the world. Yet this is the world I know, and so I will report on it.
A2K is a generalized Q & A website where people can post all manner of questions. The availability and quality of the answers varies greatly. Keep in mind: no one is paid to answer questions on Able2know.
Hence inquiries about voltage are generally answered with an admonition to hire a licensed electrician. Requests for medical advice are answered vaguely, and nearly always involve telling the poster to follow up with their personal physician. Inquiries about the law receive a nearly identical treatment, save for the advice to contact an attorney.
You don’t need a degree in psychology to be able to dispense advice. Anyone who appears to be clinically depressed is told to seek treatment. Anyone who appears to be abused is advised to leave, and to contact their local authorities.
But it’s the people in the middle who I’m talking about.
What does it mean when someone stares at you? What is a good idea for a first date? How do I ask someone out? How do I get someone to ask me out? And the saddest – how do I get over a heartache?
And it’s amazing to me (and it really should not be anymore) how many people are paralyzed at the thought of actually speaking to the object of their desire. They wait and think they are seeing signals, and then they ask what those supposed signals mean. It’s like reviewing the Zapruder film, frame by agonizing frame.
My advice is usually – ask.
How do you feel about me?
Do you want to go out for coffee?
Are you seeing anyone right now?
What would you like to do together?
So many of them thank me and promise they will ask (I have heard back from some, and they tend to report either success or relief that they finally know).
But why the heck couldn’t these people have figured that out from the get-go?!?!?!
Back to Ike
It can be a little bit like the 1950s, where girls preen and sit by the telephone, waiting for Prince Charming to deign to call – and heaven forfend he should take more than 20 minutes to get on the stick and call! And guys hem and haw about the most letter-perfect thing to say, when the reality is that the perfect thing to say is something, as that beats the pants off saying and doing absolutely nothing. The same is true in non-cis relationships, of course.
I’m not so sure who that dynamic favors, except for the phone companies. Because minute numbers go sky high, and Facebook’s advertisers benefit as people check each other’s statuses and relationship statuses obsessively. And then they get to serve yet more ads.
It seems as if everyone wants to fast-forward through the movie, and cut the suspense. Instead, all they seem to want is the sunset and the fateful kiss. Dorothy clicks her heels together before she ever leaves Kansas. And nobody seems to miss the Munchkins and the Wicked Witch and the Tin Man and the rest of the middle part. All that matters is the destination, and never the journey.
Something is missing here, and what’s missing is the taking of chances. I get that these are generally rather young people. The vast, vast majority of them are between the ages of 13 and 28. That 15-year span is the worst – it’s a combination of raging hormones and self-absorption. But nowadays that’s spiked with a seemingly inbred inability to take a chance. Plus it’s all fueled by the artificial immediacy of far too much social media.
Instead of risk-taking, everyone seems to want the risks scrubbed out of their lives. They want the endgame handed to them on a silver platter yet refuse to do even a smidgen of the legwork required in order to get there.
A second caveat – this is, to be sure, a small group of people. Furthermore, they are self-selecting. Very confident folk are far less likely to request advice in any endeavor. Plus there is the age issue, as I have already mentioned.
People in their forties ask relationship questions, too, but those tend to be different. They are less about an initiation of connections and more about either reentering the dating pool or the dynamic of being a parent (or dating one) while in the game.
Upshot, Kinda, for the Hesitation Generation
So, where does that leave the Hesitation Generation and the rest of us?
An inability to take risks does not bode well. It clouds decisions on everything from trying a new brand of fabric softener to consenting to an experimental drug trial. It colors employment and investment choices, and keeps people out of new business ventures and away from new books, films and music.
The upside, naturally, is that it may be preventing sexually risky behaviors. That’s a good thing, of course.
However, risks are often good, and a life without them is rather dull indeed. It can be mindless consumerism as people give themselves the same personal rewards over and over again.
The trick, as in all things, is to find a balance.
And now, a bonus.
How Can You Mend a Broken Heart?
One last thing – here, for free, for Hesitation Generation, is my standard heartache cure. Your mileage, of course, will vary.
Expect to feel lousy for a while, and understand that that is a natural reaction. Congratulate yourself – you were affected enough to really feel something.
Relationships often keep us from doing other things, such as seeing other friends. So spend some time with your friends.
Explore things to do on your own. Some are inward, such as making art or even baking cookies. Others are more outward, like taking a class.
More You Can Do
Fill up your time. Being busy gives you few opportunities to wallow in misery. Your boss is likely not without sympathy, but you still need to write the reports, etc. or do whatever it is that you do. Treat your leisure time a little bit more like a job, in the sense that you should make some commitments and stick by them. If your leisure time is to paddle a canoe, then paddle the damned canoe. Don’t back out of that.
Do something physical. Exercise can not only fill up your time, it can also help with depression.
Do something for someone less fortunate than you. Read to a blind person. Serve at a soup kitchen. Visit people in a nursing home. Volunteer at a group home. These actions don’t just help the community, they can also help you gain some sorely needed perspective.
Don’t jump into a new relationship right away. Being single does not have to automatically mean being lonely. This is a time to cultivate your inner resources.
If you think you need it – and in particular, if you are experiencing suicidal ideation – please seek out the care of a professional. There is no shame whatsoever in getting the help that you need. If you need medical help to mend a broken heart, it should be no different from seeking medical help to mend a broken arm.
Community Management Tidbits – Going From a Collection of Users to a True Community
What is a True Community?
I’ve written at least seven obituaries.
That is, perhaps, an odd thing to confess. But when Jill, Kevin, Paul, Joanne, Olen, Joan, and Mary all passed on, it was up to me to write something, to not only commemorate their lives, but to try to help comfort a grieving community.
I am not saying you will write as many, or even if you will ever write even one. And I certainly hope you will never have to, as they can be gut-wrenching. But it was with the first one – Mary’s – that it became manifest (if it was not already self-evident) that, to paraphrase the old Brady Bunch theme, this group had somehow formed a family.
How Can This Happen to Your True Community (Without the Tragic Part)?
But no one has to cross over to the other side in order for your collection of users to coalesce into a Community with a capital C. The secret is very simple, although many companies don’t want to hear it: it’s going off-topic.
Let us assume, for example, that your community is a corporate-run one. And the product is a soft drink. Corporate tells you to stay on topic, on message. However, your users are saying something very different.
For it is easy, as you’re talking about the soft drink, to slide into discussing foods eaten with it (frankly, for such a community you’d almost have to go off-topic. Nobody but a truly dedicated corporate marketer can talk about a soft drink 24/7). Food slides into a discussion of recipes. Recipes turn into a talk about entertaining. And then suddenly you’re off to the races and talking about family relationships.
Corporate tries to pull you back on topic. Yet your users pull the true community ever further away And they pinball from family relationships to dating, raising children, and elder care, if you let them.
The Community Manager’s Role
Here is where you, as the Community Manager, can talk to Corporate and forge a compromise. Corporate needs for people to talk about the product, tout it, and virally promote it. And they need people to make well-ranked (on Google) topics about it. Corporate may also realize that they need to hear the bad news about the product as well. The users need to talk.
So make a compromise. Create an off-topic area and move all off-message topics there. And be fairly loose with your definition of what’s on topic. In our soft drink example, the recipes topics, even if they don’t use the product as an ingredient, are still close enough so you can consider them on topic. Also, don’t be surprised if the corollary is true. Hence topics that begin on message veer off it, even by the time of the first responsive post. That’s okay. Those topics should still be considered to be on message. Because Google is far more concerned with a forum topic’s title and initial post than with its tenth response.
The Benefits of the Off-Topic Section
Don’t be shocked if your off-topic section becomes a large one. And recognize that you and your Moderating staff (if you have one) may need to make on message topics in order to continue creating germane content. But your true community will be talking and the site will be a lively one. It’s a party that’s going nonstop, your users will stick around and from this you can build a marketing database. And that is one of the standard corporate aims behind creating a community in the first place.
So when your users start talking about life events, such as births, school, divorce, moving, jobs, marriage, children and, yes, deaths, it matters. And when they start supporting each other through each of these phases, it marks a bright line distinction between a haphazard agglomeration of users and a true team of like-minded individuals.
Finally, that team, that family, that army, is what being in a true community is really all about.
Small Things – Every forum starts out small. Getting started is one thing. How do you get big?
The secrets to getting big go hand in hand with those for getting started: Search Engine Optimization and content.
Small Things Like SEO
Let’s start with SEO. If you haven’t checked your keywords in three months, check them now. Compare to your competitors, and check Google Adwords. Consider changing up your keywords for a while and see if you can draw more traffic.
The basic principles of offsite SEO apply: get your site listed on other sites which are more popular. Also, consider article marketing (if appropriate) and blogging. Perhaps some of your best content can be repurposed as articles or blog entries. Ask the creator(s) of that content for their permission (even if your Terms of Service say that you own all posts, this is courteous) and update and repackage the content. Articles are a great way to generate interest in your site so long as you add your URL into the “About the Author” section. And make it clear that you allow reprint rights only so long as the article remains completely intact, including the aforementioned “About the Author” section.
One good blog deserves another. If you want to see if your better content can be presented on others’ blogs, why not create your own site blog? So at the absolute minimum, you can use it to inform your users of site changes and planned outages. But you can use it for a whole lot more. Because you can showcase and expand better content, announce contests and promotions, and keep important site information front and center. Plus, if you add a blog, you can again make the rounds of basic social media bookmarking sites like Reddit and Stumbleupon. Add another one to your bag of tricks: Technorati, which is a site that, among other things, lists blogs.
Add an RSS feed if you have not already. You can feed it into Twitter and Facebook using a promotional site like HootSuite.
Create a Facebook fan page and, at minimum, populate it with the RSS feed. And also use it to assure users if your site goes down, particularly for unexpected outages. Because such an outage can make some users nervous. So, Facebook (and Twitter, too) can be a means by which you reassure them.
Small Things About Site Redesign
Another area where you might be able to better grow your user base is with some site redesign. Be careful with this as a community can often take (frequently somewhat unfounded) proprietary interest in the site’s look and feel. One way you can ease users into a change is by telling them (don’t ask for permission) that you’re going to be testing some site changes. Consider using A/B testing and compare a few different versions and see which one works better.
Consider simplifying your registration process, if you can, and embrace user-centered design. You still want to use a captcha code and you still want to have your members sign up with a real, usable email address.
But look at your process and see if there are any unnecessary hurdles. Are you asking for something like a potential user’s middle name or home city? Isn’t that kind of useless (and many users would feel that the home city information would be excessively intrusive)? Jettison the question and your registrations might increase. Since you’re tinkering with the signup process and not the overall look and feel of the site, your regular membership might not take so much of a proprietary interest. They might not even notice.
Check your metrics. Small things on a daily basis are not going to matter too much. But if you’ve got a continuing decline over time, or if membership is staying the same and not really increasing much, you may need to take action. To grow your site, you need to continue to promote fundamental principles: improve your site design and test it; take care to add and promote good, keyword-rich content; and continue good onsite and offsite SEO practices. And be patient as small things become bigger ones. Most communities weren’t built in a day.
In my travels online, I have seen blog posts that were under 50 words long. I have seen blog posts that were a good 10,000 words long. Tweets, of course, are limited. But there have been plenty of Pinterest pins with just an image and nothing else. Or they’ve got enough verbiage behind them to seemingly rival War and Peace. So, what’s ideal? Is there any science behind it?
How long should blog posts be? Buffer likes blog post titles to be six words long (oops, this blog post’s title is too long). Interestingly enough, the blog post where I got the inspiration for this blog post from also has a title that is too long.
Interestingly enough, Buffer says blog posts are best at 1,600 words in length. However, Yoast (the fine makers of an SEO plugin I use for my own blog posting) provides good SEO credit for blog posts that are at least 300 words in length. The two are not necessarily mutually exclusive, but one thing is for sure – those fifty-word blog posts just plain are not long enough.
How big should a Facebook post be? Buffer says forty characters. Keep it short, snappy, and to the point. According to Lee, Facebook posts that exceed forty characters degrade in engagement as they get longer. Not to put too fine a point on it, but that 700-word screed you wrote? Better make that a blog post instead and just link to it. But if you put the whole thing on Facebook, people will scroll right on by.
Here’s a trick to get around the forty-character wall – links show the title and some text, and you can always change these. Or add an image with some text. But don’t go nuts! It is very, very easy to hit and exceed critical mass.
How long should a Google+ post be? Buffer puts the figure at sixty characters. After that, you’re hitting a second line of text. How do you get around it? The idea is similar to Facebook – you have a little room to play with images and even a short subtitle.
How long should a LinkedIn post be? Buffer clocks in at twenty-five words, based upon clickthrough data.
How large should a Pinterest image be? Buffer’s got you covered – 735px x 1102px. These taller pins seem to stand out more, and are therefore shared more often.
Best Lengths for Twitter Posts
How long should an effective Tweet be? Buffer says to limit it to 71 – 100 characters, in order to provide some space for people to comment before sending out a modified tweet (MT). So keep hashtags at six characters for maximal impact. Yes, we all know that people sometimes use hashtags as a bit of wry commentary. Tumblr in particular seems to inspire hashtags like #DudeLooksLikeALady (and not just for fans of Aerosmith). Excessive hashtagging is one of the characteristics of Instagram. However, the best length hashtag on Twitter has six characters.
TL; DR – Check out the chart, and the cited article, for more information. The research on best lengths for posts is sound, and fascinating, and the article was a hell of a find.
Get Together! Life online is all well and good. Many of us spend large chunks of our time connected, whether that is via a desktop PC, a smartphone, a laptop, or a tablet. Newer technologies will, undoubtedly, make it even easier to get and stay connected.
But sometimes you’ve just gotta say: Stop the Internet, I want to get off!
Of course you go offline every night for bed (you do, don’t you?), at the absolute minimum. But there’s more to it than that.
When your community has been around for a significant period of time (say, a year), your users are going to, naturally, be curious about meeting one another. In person. With no screens dividing them.
And this is excellent. It is a sign of the community jelling. You should encourage this. Or, if you like, you can even suggest a meeting yourself.
For informal gatherings, there is little, if anything, that you need to do. If you can attend, great! And if you can’t, ask people to take pictures. However, remind your users they should get permission before they take any photographs and post them online. Furthermore, if there will be minors present, emphasize that photographs of them really should not appear online. Be prepared, if the child’s parents ask, to remove such photographs if they end up on your site. But that’s about it.
Formal gatherings allow for a lot more dazzle. A get together can be as expensive or cheap as you like. Your attendees might wish to reserve a block of hotel rooms, or even a hall. Or you might just need to make reservations at a restaurant.
Or you could think outside the restaurant, and consider a visit to a museum, historical attraction or nature preserve. Your group might enjoy attending, say, a minor league baseball game (it’s often a nominal fee to get your site or company mentioned on the scoreboard or over the public address system. Usually this takes the form of a charitable donation).
Or your users might even enjoy a potluck, or a cruise, or a bowling tournament for fun. They might like to run a 5K race (or just watch) or even attend lectures or form a book group. And they might even enjoy helping to build a house for charity or volunteer at a soup kitchen for the day. The only limits are your imagination and the focus of your community. Because a forum devoted to young mothers, for example, might enjoy a gathering where they can bring their children. Whereas a board focusing on a hip hop artist might prefer attending a concert.
Get Together Swag
For a gathering (in particular, for one specifically planned and sanctioned by you), it’s nice to bring swag. That is, forum- or company-specific merchandise. Make it free for the taking! Hats, tee shirts, frisbees, key chains, whatever you like. The young mothers’ forum might like diaper bags or onesies. That hip hop forum might like licensed mix CDs, or special music that they can download. Just give them the URL and a key or password, so they can get it exclusively, at least to start. And, it’s not a problem if people begin to share the URL and the password. Because you want them to do this.
Gatherings are fun. It’s enjoyable to finally see and get together with people you only know from online. Once you’ve heard their voices and seen their mannerisms in the flesh, you’ll never read their posts the same way again.
Community Management Tidbits – Freshening Up – Communities go through any number of cycles, so it is inevitable — the forum becomes stale.
There are a few things you can do. First off, try to see it coming before it happens.
Yes, it’s possible, although it’s not necessarily reliable. How? Check your site metrics. Now, there are natural variations all the time. A bad day or two is not necessarily an indicator of trouble, even if those days come in the same week, or even one right after the other.
Time the Avenger
The real issue is a decline over time. The two main metrics you care about are time on site and the percentage of new users versus returning ones. There is nothing wrong with having a lot of returning users. It’s a forum, and people get comfortable and will to want to keep coming back if the comradery is good. However, you do need to get a relatively constant stream of new users. As for time on site, check the average, and see if it has been declining over time. This is over a significant period of time as in: over the course of about a quarter of a year.
Follow the Bouncing User
Hand in hand with both of these metrics is a third: bounce rate. Bounce rate is defined as a visitor coming to only one page prior to exiting the site. You’re a lot more likely to see a higher bounce rate if you attract a lot of new users (e. g. they see what they want immediately – or don’t – and then depart). A lower bounce rate is generally a more positive metric. Hence, as you can see, in this instance, the converse may be true.
Therefore you should have some notice when things stagnate. Even if you don’t track your metrics too closely, you should follow your users. Are they not making too many new topics of any sort? Or are they complaining? Are they leaving?
But once you know, and it doesn’t matter how you determine that the community is stagnating, what do you do?
Don’t panic. This is relatively normal. One thing you should do, though, is determine whether it is a seasonal issue. As the weather improves in the time zone(s) where most of your users live and work, they will go outside and — gasp! — go offline. In that instance, don’t worry, the users will come around again. But there’s no reason why you can’t practice a few of these techniques anyway, in order to be proactive. Fortunately, if that’s what’s going on, it’s far less dire.
So let’s assume that the weather and the season are not factors. Your percentage of new users is down and has been declining. Your users’ time on the site is tanking. They’re leaving. And the ones who are staying are bored, angry and restless. Worse still, they’ve taken to causing trouble in order to entertain themselves.
Here are a few techniques for freshening:
Improve your SEO – attracting more users will help to replace the departing ones.
While you’re at it, target your SEO better. E. g. let’s say you have a forum about relationships, but not a lot of gay and lesbian users? Try adding keywords about, getting link-backs from sites that feature, and get listed on directories that cater to: gays, lesbians, bisexual, and transgender individuals.
Purchasing Another Forum
Consider purchasing a smaller forum that caters to the new users you hope to add. There are plenty of small forums out there for sale. Look for not only a targeted forum at a good price, but also an active one. Prepare the forums by telling your original forum that new people are coming. You can even tell them which kind of community they come from. Ask your extant members to be welcoming.
As for the board you are absorbing, diplomatically tell them about the transfer. Do this in as many places as possible so that as many people as possible see it. If that forum has a blog or a newsletter, use it to communicate this. Expect consternation, and expect some people to leave without giving the other forum even a chance.
Avoid Duplicate Accounts
Check your database, to be sure that you do not bring in what the database will think of as duplicate records. Whether your primary key is username or email address, or something else, compare the extant member list to the member list of the community you’ve purchased. For any duplicates, give the members of the board you’re absorbing the chance to rectify the situation by asking them to select a new username or email account (or whatever else you may be using as your database’s primary key) in advance by sending them a private message. Do not tell them where they are going as you can end up with even more duplicate records if the absorbed users create new accounts at your currently existing forum.
So keep it on the QT. And, to make it easier on yourself,
have a contingency plan for any records that are still duplicate (e. g. you tell the absorbed user and they fail to timely help you to fix the problem, and,
keep the lead time short, as in less than a month.
Freshening Up With New Features
Add new features for more freshening. What kinds of features? Blogs, skins and groups are all great features to add if you don’t already have them. Spread them around and only offer one at any given time so that you have reserve magic rabbits you can pull out of your hat, or
Ask your users! Really? Yes. Send out a survey or conduct a poll, or just open up a topic or a blog post, asking: what would you like to see on the site? Some users will be flippant, but many more will take you seriously. And, most importantly, listen to your users! If you can implement any of the changes they request, see if you can do so over time. And if you can implement more than one, do so in stages (with the more important or more requested one being done first) so that the new features can keep coming. If you cannot, explain why. Your users will (mostly) understand. Some of them may even be able to assist you with implementation.
Freshening Up: The Upshot
Communities, like anything else, can become a little flat and need freshening. It’s like any other party. If a party gets dull, and it’s not yet time for everyone to go home, you bring out different foods, change up the music or even break out the board games or call other friends to come over. You start freshening up the snack bowl. It’s not much different with an online party. You’ve got to keep it lively.
Community Management Tidbits – Drawn to Scale – There are little forums, and there are big ones. And there are forums with a very personal touch, and those without. It should come as no great shock to most people that smaller communities tend to have a more personal slant than much larger ones.
When you first start your community, like it or not, you will be building traditions. Perhaps your organization welcomes everyone personally, either in a topic or by sending a private message. Maybe you even mail out some swag the old-fashioned way, using the postal system. Or you write it up in a newsletter.
This is all perfectly fine when you’ve got a community of fewer than 100 users. But what happens when you hit 1,000 users? Or 10,000? Or, like Able2know, the site I’ve been managing since its inception in 2002, where you go from 2 users to over 950,000??? And of course there will be more to come.
Suddenly those nice personal touches become nice for everyone but you and your staff. Suddenly, they are nothing more than a burden, like a nest full of baby birds, constantly demanding a feeding. Yesterday.
When they don’t scale, they start to really stink after a while.
Hence you must start setting expectations early. If you want to welcome everyone, recognize that, if you can automate at least some of that (or delegate it), then it will be far more sustainable for far longer. Many forms of forum software allow the administrative team to send out a private message upon an event. One such event can be confirmation of an email address and/or a completed registration. Hence you can set up your software to send out a welcoming message.
What should your welcoming message say? Only you truly know your users. What you say to the members of a gun owners’ forum will probably differ from what you say to a board dedicated to people looking for international pen pals. But either way, there are a few messages you might want to get across, no matter what your audience:
Welcome to the site!
Here is a link to the site rules
Come and introduce yourself (if you’ve got a specific topic or forum where people are supposed to introduce themselves, put the link here)
You can find forum announcements/the site blog/major news here
And here’s where you go for help or if you have an issue (this is where a link to your Help Desk, or the address for support, should go) and
Here is how to get your account removed, if you allow that.
Scale and Respect Your Users’ Time and Interest Levels
Including all of that information will help to head off some newbie questions at the pass. But don’t make the message too long as no one will read all of it. All you can hope for is for a good minority (say, 30% of your users) to read or skim most of the message, so make it short and bulleted. Hence it should comprise more of a reference than a one-stop shopping place where your users can find answers to their questions. And that will help to assure it can fulfill at least some of its purpose. User-centered, information-centric design is key here.
The personal touch is lovely, and you may still wish to use it every now and again. Certainly if you bring in a larger staff, it will allow for some of that, or at least allow for it longer. But if it gets away from you, don’t be afraid to scale and go to an automated solution. After all, no one expects Facebook to send a personally tailored note whenever they join the site or make a change in their status or friends list.