Skip to content

Category: Community Management

When we talk about community management, what is it that we truly mean?

What is Community Management?

Well, the truth is, the definition has changed a bit over time.

Before Facebook and the true monetization of communities, their management was a lot more on the side of what today we refer to as ‘trust and safety’.

If people were acting up, you kicked them out. If it was a quickie squabble, then you let them back in again, after an hour or a week or whatever. But if they were a repeat offender, then the time-outs got longer.

And if they were a truly horrible person, the bans were permanent. Who was truly awful? Spammers. Racists. Trolls. Anyone who tried to bring down a site or hack it.

A simpler time, in a lot of ways.

What is Community Management Now?

Today, while trust and safety is still vital, the role often splits into a few parts. One role is engagement. This is getting people to talk but also getting them to interact with advertising.

Another role is content. This is making content, yes. But it is also curating content and altering it as necessary. There may or may not be an outreach role, to bring in users and perhaps even to greet them.

For communities where there is art and literature, there may even be a copyright role under the general umbrella of community management.

Gone are the days when all you did as a community manager was to try to keep the inmates from running the asylum.

Community Management Tidbits – AnalyticsCommunity Management, Drawn to Scale. Freshening, Get Together, Love, Small Things, Without Management, True Community, Party Started, Terrible Netizen, Snakes in the Garden, Circle Game, Look at Me, Good Netizen, Corralling, Wandering off Topic, Facebook versus Forums, Superstar Users, Community Management Analytics, Community Roundtable, Community Management Haikus, Life of a Community Manager, Social Media Job Descriptions, Superstar Users, Community Roundtable 2010, community managers, off topic posts,

Community Management Tidbits – Analytics

Published by Janet Gershen-Siegel on November 18, 2022

Community Management in the Context of Analytics

So, the truth is, analytics are a term that scares a lot of people. But do not panic.

Start by backing up for just a second, all right?

You’ve got an online community. And you are working hard on it. It is growing. But you have no idea whether what you are doing is having any sort of an impact whatsoever. This is where analytics comes in.

Now, do not panic if you are missing a data analysis background. It is not strictly necessary. What you do need, though, are (a) a means of measurement (preferably you should have a few of these) and (b) the willingness to measure. Really, it is that easy. You do not need a degree in Advanced Statistics.

Google Analytics 4 (replacing Universal Analytics)

First of all, the primary measurement stick you want is Google Analytics. And it is free and very easy to use. It is also a rather robust measurement system, capable of showing trends in Clicks, Impressions, Clickthru Rate, and more.

In addition, it shows, among other things, where your traffic is coming from, where your users land, and where they departed your site from. It also shows Bounce Rate, which is defined by Measurement Guru Avinash Kaushik as, “I came, I saw, I puked.” In other words, the visitor only visited one page of the site.

Keep in mind, though, that it is entirely possible your visitor loved your site but got everything they needed in just one page. So, while they may have bounced right out of there, it might not have been due to any fault or failing on your part.

So, try not to take it personally, okay?

AHRefs

Thank God for the website AHRefs. While free website measurement tools have come and gone (apart from Google Analytics), AHRefs will review whatever is out there.

So, one thing to keep in mind is that as this post is updated, I keep finding new yardsticks. And then they go away after a while. At least AHRefs is still hanging in there. Whew.

Also, consider SEMRush and Ubersuggest. More measuring is often better.

Analytics From More Yardsticks

Furthermore, there are also measuring websites specifically designed to help you comprehend how you’re doing on Twitter and elsewhere, namely:

• HootSuite – count the number of clicks you receive on shortened URLs, to supplement your Google Analytics click counts
† Analytic giant HubSpot – measure how influential you are (with a hugely helpful diagnostic) and
• Good ole Tweepsmap – analytics and info on who unfollowed or followed you on Twitter/X.

Facebook also has its own metrics, which you can see if you have a page.

Using Your Findings

So what do you do with all of this information once you’ve amassed it? Why, you act upon it! Does one page on your site have a far higher Bounce Rate than the others? Check it and see if the links on it are all leading users away from your site.

If that is not the culprit, perhaps its content just plain is not compelling enough.

Got a series of links you have tweeted that have consistently gotten you the most clicks? Then check to see what they all have in common, and offer similar links in the future. And maybe even build some onsite content around those subjects.

Has your HubSpot grade tanked in the past week? That might be due to external factors beyond your control, but check to see if any of it is within your purview. Perhaps your server was down.

Finally, small fluctuations over short time periods are perfectly normal and are no cause for concern. However, much larger hikes and drops, or trends over longer time periods, are more of an issue.

But you will never know about any of these things unless you start to take measurements, and read and use them.

Click to buy Untrustworthy on Amazon

Want More About Community Management?

If my experiences with community management resonate with you, then check out my other blog posts about how online communities work.

Here are some posts about my years in community management, and what I have learned.

• A Day in the Life of a Community Manager
† Going From a Collection of Users to a True Community
• Are Off Topic Posts Ever Okay?

Next blog post

2 Comments
Community Management – Handling Yourself as a Good NetizenCommunity Management, Drawn to Scale. Freshening, Get Together, Love, Small Things, Without Management, True Community, Party Started, Terrible Netizen, Snakes in the Garden, Circle Game, Look at Me, Good Netizen, Corralling, Wandering off Topic, Facebook versus Forums, Superstar Users, Community Management Analytics, Community Roundtable, Community Management Haikus, Life of a Community Manager, Social Media Job Descriptions, Superstar Users, Community Roundtable 2010, community managers, off topic posts,

Community Management – Handling Yourself as a Good Netizen

Published by Janet Gershen-Siegel on March 18, 2021

Handling Yourself as a Good Netizen

Are you a good netizen?

I have been managing Able2know for over twenty years.

It is a generalized Q & A website and the members are all volunteers. I have learned a few things about handling yourself online during this time.

Chill the F*** Out

1. There are few emergencies online. Take your time. I have found, if I am in a hot hurry to respond, itching to answer, it usually means I am getting obsessive.

2. When it is really nutty, step away from the keyboard. I suppose this is a corollary to the first one. Furthermore, I pull back when it gets too crazy-making, or try to figure out what else may be bothering me, e. g. I have not worked out yet, something at home is annoying me, etc.

Being online, and being annoyed, does not equal that something online caused the annoyance.

Be Clear

3. All we have are words (emoticons do nearly nothing).I like to make my words count, and actually mean exactly, 100%, what I write, but not everyone hits that degree of precision in their communications. I have learned to cut about a 10% degree of slack.

4. Not everyone gets you. You might be hysterically funny in person, but bomb online, Netizen. Or you might feel you are a gifted writer, but you write to the wrong audience.

You may be hip for your crowd, but hopelessly out of it in another. This is not, really, a personal thing.

You can either waste your time trying to get everyone to love you or you can recognize that you did not convert one person and move on from there. Choose the latter; it will save your sanity every time.

Keep Chilling Out, Fellow Netizen

5. Be Zen. E. g. I have found the old, “oh, you go first” kind of thing smooths the way a lot. I am not saying to not have your say and let everyone else win all the time. It is just, ya kinda pick the hill you wanna die on, e. g. what is really important. Stick to those guns.

The others, not so much. E. g. getting into a shouting match and kicked off a site due to your hatred of the Designated Hitter Rule – even on a sports or baseball site – falls in the category of you are probably overreacting and being really, really silly.

I doubt that that is a hill most people would try want to die on. But defending your beliefs, fighting prejudice, etc.? Those are probably better hills.

Controversy, Shmontroversy

6. And the corollary to #5: controversial topics are controversial for a reason. They get under people’s skin and make them squirm. Be nice; do not do that all the time.

So try to engage people in other ways, Netizen. There are plenty of people on Able2know who argue a lot about politics. I am not a fan of arguing politics.

But we also get together and play Fantasy Baseball (talk about your Designated Hitter Rule). Or we swap recipes, or pet stories, or the like.

But then, when a forum member gets sick or becomes bereaved, people who just argued till they were blue in the face turn around. And they virtually hug and offer tributes, prayers (or positive, healing thoughts) and words of comfort.

And this user multidimensionality warms the heart. So, over the years, people have gotten better at it. If someone is really bothering you, it is possible that, in other contexts, you would get along. You might want to see if you can find some common ground, and other contexts.

Sing Along with Elsa and Let. It. Go.

7. Know when to stop, or even let others have the last word.

When I am really angry, I usually just withdraw. However, this is not a surrender. Instead, I am tired and life is too short.

You do not become a smaller, or less worthwhile person, and you have not lost (whatever that really means, particularly on the Internet, fer chrissakes) if you walk away and wash your hands of things. Netizen, you are entitled to call it quits on an argument or discussion.

Finally, I hope you learn from my insanity and my mistakes. Life is too short to let it get to you too much!

Here are some posts about my years in community management, and what I have learned.

• Going From a Collection of Users to a True Community
† Risks of a Community Without Management
• Are Off Topic Posts Ever Okay?

Click to buy Untrustworthy on Amazon

Next blog post

1 Comment
Community Management — The Circle GameCommunity Management, Drawn to Scale. Freshening, Get Together, Love, Small Things, Without Management, True Community, Party Started, Terrible Netizen, Snakes in the Garden, Circle Game, Look at Me, Good Netizen, Corralling, Wandering off Topic, Facebook versus Forums, Superstar Users, Community Management Analytics, Community Roundtable, Community Management Haikus, Life of a Community Manager, Social Media Job Descriptions, Superstar Users, Community Roundtable 2010, community managers, off topic posts,

Community Management — The Circle Game

Published by Janet Gershen-Siegel on January 14, 2021

Community Management Tidbits – The Circle Game

What the heck is the Circle Game? Er, I do not mean this one. Don’t even think about it.

Forums have cycles, and so do users. That is, there is a start to them coming to your site and joining. But there is also a middle piece. And, inevitably, there is an end.

Community Phases are the Backbone of This Circle Game

There is not a lot that you can do about this. You can, however, stretch out the individual phases.

Discovery

The first phase is discovery. It all starts with excitement. The user has found your forum! It seems huge! The user can never possibly read everything. The whole thing is all too much.

It is heady, and the user may very well tell everyone he or she knows about you. Or, the user might want you all to him or herself. Either can happen.

Nesting

The next phase is nesting. The user makes friends and starts to get into an enclave or two. Enclaves are little groups within your forum, whether formal or informal. Even if your forum does not have actual designated groups, per se, this still happens.

In a community for single fathers, for example, a user might hang around with other users who became first-time fathers after the age of forty. In a folk music forum, a user might spend time with (and follow around) other users from Ohio.

This is perfectly normal – a carving of familiarity in an alien sea. But it does set up the next phase.

Boredom

The next phase is boredom. The community has too much sameness and does not seem to be changing quickly or thoroughly enough, so far as this particular user is concerned. But the user sticks around, however, grudgingly.

Departure

The final phase is departure. Whether that comes with a bang (a user suspension) or a whimper (the user simply fails to sign in any more), is immaterial.

Or, there is a third type of endgame, where the user posts a topic about their departure. This topic can be fond, hostile or even a ploy to get other users to beg that person to stay. Or to get other users to join them in exiting—or going elsewhere.

Do not put it past people to use their departure as a means of gathering friends or fans or followers in some new pasture. They want to start their own, new circle game. But they do not feel like putting in the time or effort to build an audience.

Fighting Back and Reversing the Circle Game

Does it always have to be this way? Well, this kind of a cycle is more or less inevitable.

The trick is to stretch out the first two phases, discovery and nesting, as much as possible, or to have the user cycle back from boredom to nesting again (e. g. to find a different group to hang with).

Or, a positive situation would be if the boredom phase were at least short (and put off) so that the departure phase would not be a suspension. And it would be less fraught with meaning.

Because a user taking leave, no matter how popular that user is, will leave behind less of a hole if they are a part of a 100,000-person forum versus a 100-user community.

How do you do this? By phases, of course!

Discovery, Reimagined

The Discovery phase of the circle game has two essential elements: new users and new topics. Increase both with good SEO and with encouraging as much user participation as possible.

Nesting, Transformed

The Nesting phase can be encouraged and promoted by keeping your community a safe, warm and welcoming place. Having formal specific groups is not strictly necessary for this, but it can be of help if your users are struggling in this area.

And, if you do go with formal groups, ask your users which groups they would like. They might surprise you. And it (almost) does not matter whether a group is terribly active.

It will still serve its purpose, to continue to afford your users with a friendly place within the forum, even if it is small. This is a place they can call their own.

Boredom, Shortened

The Boredom phase of the circle game can be delayed and/or truncated by keeping the twin flows of new users and new topics going. This means more and better SEO, offering new features and encouraging your users to continue adding new, interesting and diverse topics.

What if you simply cannot think of new topic fodder? So try taking a stand on a controversial subject, or ask for comments on a related news article. Or look in your archives, and see if an older subject might benefit from a fresh, new take.

Circle Game Departure, Delayed

Finally, the Departure phase of the circle game can, of course, be put off if the first two phases stretch out. When departure happens, do not ask most users to stay. Unless you have a very tiny forum, this kind of behavior will be impossible to scale.

And it generally does not put off the inevitable for too terribly long. Instead, try to find out from the user just why they are leaving.

Except for purely personal, internal circumstances (e. g. the user just started a new job and has no time for your community any more), there may be something you can learn from and improve on.

And asking why will also give you an opportunity, not to entreat the user to stay, but to let the user know that he or she is welcome to return at any time.

The Circle Game: Takeaways

Your users’ interest in your community will wax and wane. You cannot always do anything about it, but if an effort is made, your users are generally going to appreciate that. And your circle game will go on.

Want More About Community Management?

If my experiences with community management resonate with you, then please be sure to check out my other blog posts about how online communities work.

Here are some posts about my years in community management, and what I have learned.

• A Day in the Life of a Community Manager
† Analytics (see below for link)
• Going From a Collection of Users to a True Community
† Risks of a Community Without Management
• Are Off Topic Posts Ever Okay?

Click to buy Untrustworthy on Amazon

Next blog post

2 Comments