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Content is king! Or queen, or something or other. But no matter what, it is important. For without it, we have no internet.

Feeding the Content Monster

Content Strategy, Halvorson, Hip-Hop Content Strategy, Content Monster

Feeding the Content Monster

Published by Janet Gershen-Siegel on February 23, 2021

Feeding the Content Monster

Is there such a thing as a content monster?

I don’t mean the happy, contented monster. Because that one wouldn’t need any feeding.

I mean the concept of adding content regularly.

I enjoy writing about as much as, perhaps, any blogger. But sometimes the words just don’t come. And, in the meantime, you need to be pumping out content!

C’mon, chop chop! What the devil is wrong with you? Why aren’t you yammering, 24/7, like you’re supposed to?

Egad, it’s enough to put you off your feed. Or, at least, put you off blogging.

Case in Point

I used to write for the Examiner.

So I was supposed to post every month. And I did. I liked having an active status there, even if it was fairly marginal by the end. It’s not like I was buying groceries with my big earnings from there. And, truthfully, they did pay me one time. It thrilled me at the time. These days, I get an actual salary for my musings. Hence a pittance from the Examiner, while considerably better than a kick in the teeth, stopped cutting it.

And it was not enough for them, anyway. Instead, they would send me a reminder every two weeks.

The Whining Content Monster

This being constantly reminded never gave me content ideas. Going to their content idea bank never gave me ideas, either, although I knew they tried and did not fault them for that. I tend to zig when I should be zagging (or perhaps it’s the other way around). And, in the meantime, being prodded every fortnight never made me a happy blogger.

Instead, it made me feel like I was listening to a spoiled, petulant child who was dissatisfied with what I had provided, and only wanted more, more, more!

I gave you a Honda. And now you want a BMW? Cripes. Leave me alone, content monster.

Today

I still have to feed a content monster with a shovel. But at least I have other people to feed me ideas. Thank God.

Solutions

So far as I’m concerned, there are three real solutions for feeding the content monster.

Make a list, brainstorming, of everything that could possibly, ever, be associated with your topic

This list will change as time goes by, as you evolve, as the sun sinks slowly in the west, etc. etc. Refer to the list often, and record when you’ve written about a particular subtopic.

Let’s take my old weight loss column from back in the day. The list included things like carbs, aerobic exercise, running 5K races, shopping for clothes, etc. If I last wrote about clothes shopping in 2010, I could write about that activity again.

But if I last wrote about it last week, though, then forget it. So I would need to cast about for something else. Keep updating the last, even splitting out larger topics if appropriate. The subject of clothes shopping could divide by season. Or write one post just devoted to buying a swimsuit.

Strike while the iron is hot

That is, if you’re feeling inspired, don’t just write the current blog entry. If you’ve got the time, write the next five. Just go until you run out of gas. Any blogging software worth its salt provides the ability to schedule posts in advance. Take advantage of this.

Repurpose, repackage, reply, rethink

Go online. Look at others’ takes on your topic. There are few new topics under the sun. Someone has written about your topic. I can practically guarantee that. And that’s fine. Just don’t out and out plagiarize. But I don’t see any laws against referencing someone else’s blog or article on a topic and then expanding on it.

The Content Monster is a Cannibal

At a certain point, if your content is too similar, it harms your SEO efforts. It can compete against itself and cannibalize itself. You really, really don’t want that.

Takeaways

Nourish the content monster when you can, for there will be fallow times, and you must prepare for them. And, when it works for you, even silence can be golden. After all, if you’ve got absolutely nothing to say, who needs to hear that?

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Community Management – Look at Me!

Community 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 – Look at Me!

Published by Janet Gershen-Siegel on January 21, 2021

C’mon and Look at Me! Look at Me!

C’mon and look!

Ah, marketing.

We have all seen it done well, and we have all seen it done not so well, and even downright poorly. Now let’s look at applying it to your extant community.

A poorly executed marketing strategy cannot only turn off your preexisting users; it can also get your site marked as a Spammer. And the scarlet S can get your site unceremoniously dumped from Google. And that means, essentially, the equivalent of the death of the site.

Long Story Short: Never Spam

In order to effectively market your community, you need to cover three kinds of SEO/Marketing. Those are onsite, offsite and offline. Onsite will be covered later in this series, and that information will not be repeated herein.

Plus, it may seem a tad counter-intuitive, but onsite marketing is not necessarily that big of a deal.

Yes, you need good keywords and you need good content. But after that, your optimization and marketing efforts need to move to something different. As in SEO.

Look at Me Doing Offsite Marketing

Offsite can be (mainly) divided into two areas:

1. Search Engines
2. Social Media

Consider Search Engines

You must submit your site to Google. However, do not submit to any other search engines. Why? Because the non-Google share of the market is virtually nonexistent (sorry, Bing). Hence this is a waste of your time, and they will likely pick up your site from Google anyway.

So do not use a blasting service. Heavens, no. You will never, ever need it and it is absolutely not worth it.

There are still some directories you can submit to (depending upon your site and its overall purpose). So, these include places like Google My Business, CitySearch and Yelp.

It can be best to do well locally and rise to the top of the search engine rankings for specific search terms like, say, Indiana Relationship Forums, than to attempt to break into the top rankings for a more general terms, such as Relationship Forums.

Consider directories and even search engines in other languages, too!

And if your site really does not fit within a particular directory, never submit to it. For if you do, all you are asking for is an exercise in futility.

Look at Social Media

Social media implies interactivity, and not just voting links up or down, perhaps laced with the occasional comment.

While there are international ones (and if you have a perfect match between your content and their focus, then by all means establish a presence thereat), you really only care about the following:

• Facebook – an official fan page helps for any number of reasons. First of all, it can make your site known to friends, family members, business colleagues and any other connections to your site’s currently existing users.

And you can use it to post photographs and links directly back to your site. Furthermore, you can use it as a rallying point during both expected (and unexpected) site outages.

† Twitter/X – even if your users are not, generally, on Twitter, it is still a useful marketing tool. Try feeding in a slice of the site via RSS. Just like with Facebook, this can expand the network of persons who know about your site.

If X is not a fit ideologically (for you or your userbase or both), then by all means consider Bluesky or the like instead.

• LinkedIn (if applicable) – if your site is attached to a going concern, then at minimum make sure the company listing on LinkedIn is correct. And make sure all of the company employees directly linking their profiles to it.

Furthermore, make sure your site blog and social media streams are configured to feed and accept updates.

A Look at More Social Media

† Pinterest – demographics tend to skew heavily female and over thirty-five. Got a restaurant? A shoe store? Wedding products or services? A women’s health collective? A feminist bookstore? Go to Pinterest – but only if you have excellent images.

• Got great images but less of a female-centric slant? Consider Instagram instead.

† Tumblr – demographics skew heavily under thirty-five and even under twenty-five. Got a video game? An indie film? Go to Tumblr, but recognize that it is a lot more niche and fandom-centric.

Seeing as MySpace became niche before finally going belly up, you may find that Tumblr feels a little too much on its way out.

• Snapchat – demographics skew toward teens and tweens? Consider this fast-moving site for everything from soft drinks to acne cream to fashion.

† YouTube – longer form video content is a great way to get a message across.

• TikTok – 100% content-centric. Show this slice of the world what you are made of. This is for short-form video content and it is very algorithmically-driven, so you had better tag your stuff extremely well.

Back Linking

Backlinking is where you get others to add your site link to their own websites. Back-links help a great deal as Google gives them weight when determining the importance and influence of your site. And that is directly linked to search placement.

You always do better when more trusted sites link back to you. Do not get spammers to link to you.

Blogs

For your blog, you can add a blogroll of other sites you admire. Just as importantly, post comments on those sites. This provides value to those other people, so they are more likely to spontaneously wish to link back to you.

Blogrolls can feel old fashioned these days, but they are not completely useless, particularly if you are getting backlinks in return.

In addition, do not leave it all to happenstance. Put a link on your site and approach the webmaster of that site and politely ask for a back link.

Some people are happy to oblige. Others are not, so remove their links from your site after a reasonable amount of time. Some may simply think about it, so give them a little time.

And be reasonable, but also be reasonable with yourself. If you are not getting link backs, try to figure out why. Are your requests too aggressive? Or do you ask people with wholly unrelated sites?

Do you, perhaps, have no content (or no meaningful content) for them to associate with? Look at your site with a critical eye before throwing in the towel.

Truly Offline Marketing and Optimization

Offline marketing and optimization can mean going back to techniques used before – shudder – there even was an Internet. Before computers even existed.

Depending upon your budget and your site’s overall purpose, offline marketing can range from something as simple as business cards or baseball caps or tee shirts with the site logo to a 30-second spot during the Super Bowl.

It can even be completely free. After all, any time you mention your site to someone else, didn’t you just market it?

Look, sitting back and waiting for your site to take off will almost never work. You need to market it, particularly in the beginning. Get your name out there!

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
† Analytics (see link below)
• Going From a Collection of Users to a True Community
† Risks of a Community Without Management
• Are Off Topic Posts Ever Okay?

Next blog post

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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?

Next blog post

2 Comments

Community Management – Let’s Get this Party Started

Published by Janet Gershen-Siegel on December 15, 2020

Community Management Tidbits – Let’s Get this Party Started

W00t!! Let’s Get this Party Started! So, you have made the decision to have a forum on your website. Great!

It can be for any number of reasons, such as to cut the number of lower level technical support calls, to generate buzz for various advertising campaigns, to generate sales leads. It might be to bring together people interested in a common cause. And you have a site with forums, done up in Drupal, or maybe using a PHP application out of the box.

Or it might exist on Facebook exclusively. Or perhaps you have conjured up your own proprietary software.

And … nothing.

You have no users, no content, no conversations. The community should be a hubbub of activity, a virtual village. Instead, you are stuck with a ghost town.

Whaddaya do now?

Do not panic.

Recognize that no one wants to be first attendee at a party. So, you have got to get the party started. But how?

Success?

For any website to succeed, you need to be strong in four areas:

• Design
† Metrics/Measurement
• Content and
† SEO (Search Engine Optimization)

So let us operate under the assumption that you have the first two set (and, if you do not, make sure you fix, perfect and beautify your design as much as possible). If you are not already getting metrics, go get Google Analytics.

Now with those two set, you can, fortunately, work on the other two together. First of all, we will work on some elementary Search Engine Optimization. SEO divides into optimizing onsite and optimizing offsite. So start with a few basic offsite measures.

It used to be that you had to submit your site to the late lamented DMOZ Directory. Yahoo ran this human-edited directory. Or, you had to submit to social bookmarking sites like Digg.

At this point in time, that advice is out of date. Don not worry about it. You can do just fine with social media instead.

Create an X or Bluesky (or both) account for your website, and start to fill it with content. Follow likely members, or people you want to attract. In short, be a good netizen.

Content

For onsite SEO, it is time to move onto Content. Because there is an intimate connection between the two of them.

Furthermore, your future users are going to want to see topics. And they are going to want to see them started by a number of different people. You will need to pull in some friends for this, and divide the new topics up as much as possible. Be sure to start with topics like this:

† Welcome to the New Members/Getting to Know You
• Basic News from outside your company, about you (if you have a company blog or press page already, link to them here and
† A few (say, half a dozen) topics showcasing your best keywords but are written for humans to read

Keywords

That brings us to keyword research. Go to competitor sites, right-click and select “View Source”. Which keywords are they using? Consider using similar if not the same ones.

So if your site is about, say, infant and child care, your main keywords and key phrases are probably going to be words and phrases like infant, child, child care, childcare, children, baby, babies, pregnancy.

Do Google searches using these keywords and key phrases, with and without the words forum or community added.

Look at those sites’ keywords and key phrases as well. Because you want to keep thinking of terms that your target audience will use for their own searches. Incorporate these words into your site and into the titles of some of your first topics.

Look at synonyms! If baby works better than infant, then use baby in the title but you can still put infant within the body of the post. Think like someone searching. What are they really looking for?

Specifics to Get Your Own Forums Party Started

Do not be afraid to be specific, for the child care site, try topics on such subjects as teething, sibling rivalry and readiness for kindergarten. Keep the keywords in the titles if you can logically and grammatically put them there.

Consider some really niche topics, such as handling siblings who are acting out because one child has special needs or a terminal illness. Because searchers are looking for those answers as well.

Now, you have some content, and you are getting some SEO, even if you are still low in rankings (do not worry, it’s percolating). But you still need users. Here is where invitations come in. You, me, all of us – we have online networks.

We all have friends on Facebook, followers on X and Instagram and a network on LinkedIn, and a whole host of other groups of online acquaintances.

Plus we have friend and family email addresses.

Send Out Invitations to Get the Party Started

So craft an invitation. Make it polite, pleasant, simple and short. Be definite about what your forums are about (e. g. write more than “Please check out my site.”). So, if it is a writing community, mention that!

In particular, if you know people who like forums (perhaps you already regularly post on some other forums site, even if the main subject is radically different), invite those people.

And do this in small doses, say, 30 people at a time. This will keep an influx of new members from overwhelming you. And you can greet everyone personally, at least to start. Furthermore, it will add to the feeling of exclusivity that a small site can engender.

Do not worry if people start inviting others to your site, even these are people you have never heard of before. Because this is a good thing. You want them to do this.

So look for sites to link to you, and be sure to get reciprocal links. Consider adding Google News Reader, and a blog to provide directed quality content if you do not already have one. Furthermore, it will keep your users updated as to outages and new features as you add them.

Add a Facebook fan page for your site, although I would recommend waiting at least a little while after launching. After all, if no one likes you on Facebook, you will have the same issue. It is trying to attract people who do not want to be first.

Furthermore, you will need at least 30 Facebook fans (that number may rise in the future) to get metrics. And then you can really get this party started.

But above all, have fun. And get this party started!

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.

Next blog post

Community Management – Collection of Users to True Community

Published by Janet Gershen-Siegel on September 10, 2020

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.

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.

Community Management Tidbits

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

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

Next blog post

2 Comments

Community Management — Get Together

Published by Janet Gershen-Siegel on August 27, 2020

Conquer Your Fears and Get Together

Yes, you can—and should — 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 got to say: Stop the Internet, I want to get off!

Of course you go offline every night for bed (er, 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.

I mean, why the hell not?

Informal Gatherings

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

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.

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.

Community Management Tidbits

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

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

Next blog post

4 Comments

Book Review: Jab, Jab, Jab, Right Hook by Gary Vaynerchuk

Book Reviews, Killer UX Design, Content Nation by John Blossom, SEO Made Simple, Lee Odden, Dave Kerpen, Liana Evans, dummies, cluetrain manifesto, shama hyder kabadi, Numerati, Guerilla Marketing, White Space, Clay Shirky, Trust Agents, Kristina Halvorson, Stephen King, Zen, William Zinsser, Drupal for Dummies, Executive, XHTML, Communicating Design, Joshua Porter, Strategic Planning, Google Advertising Tools, Web Analytics, Right Hook, David Meerman Scott, web analytics, Revved Up, robot building, Charlene Li, Josh Bernoff, style guide, elements,

Book Review: Jab, Jab, Jab, Right Hook by Gary Vaynerchuk

Published by Janet Gershen-Siegel on July 16, 2019

Jab, Jab, Jab, Right Hook by Gary Vaynerchuk

Jab, Jab, Jab, Right Hook is a bit too cleverly named, but the premise is an interesting one.

Essentially, what Gary Vaynerchuk is saying is, little bits of content and engagement which reach your potential customers are the setup for the big finish (which is not really a finish, actually) of a call to action and an attempt to make a sale.

The other major premise of the book is that all platforms have their own native quirks and idiosyncrasies. Therefore what is reliable on Pinterest, might fall flat on Facebook.

What is killer on Tumblr might get a shrug on Instagram. And what is awesome on Twitter might bring the meh elsewhere.

But that all makes sense, as these are somewhat different platforms. Their demographics are different. They have differing user bases and numbers of people online at any given time.

Breaking Down What Went Wrong, and What Went Right

So, the most powerful part of this work was in the analysis and dissection of various real-life pieces of content on the various platforms. Why did something not work?

Maybe the image was too generic or too small or too blurry. Or maybe the call to action was too generic and wishy-washy, or the link did not take the user directly to the page with the sales information or coupon.

Or maybe there was no link or no logo, so the user was confused or annoyed.

While this book was an assignment for my Community Management class, the truth is, I can also see it as applying to the User-Centered Design course at Quinnipiac.

After all, a big part of good user-centric design is to not confuse or annoy the user. Vaynerchuk is looking to take that a step further, and surprise and delight the consumer.

Give people value. So, give them what they want and need, or that at least makes them smile or informs them. In the meantime, show your humanity and your concern.

And then work your tail off.

A terrific read. Everyone in this field should read this book.

Ten Years Later, What Do I Think?

Well, I think that the points Gary V makes are exceptionally valuable for the purposes of marketing. If the user has no idea what you want them to do, then they’ll just do nothing.

So, what do you want them to do? Download an app? Leave a review? Click on a link? Make a purchase? Share a post?

This is why virtually the best buttons you see on any website are the only that just say Click or Buy Now. Nobody writes War and Peace on those. Hell, you just plain can’t! The same should be true for any place where you’re putting a call to action.

This is vital for writers as well, and not just for the marketing of their wares. If you want to evoke sadness in the reader, then you had better make it clear that the characters have experienced, or they are experiencing a sad event.

Show the first with crying or depression or the like. And then show the second with a truly sad event: a death, a divorce, losing a job, failing a class—you get the idea.

This book and its contents have never been more relevant. My review and rating still stand.

Rating for a Right Hook…

5/5 Stars

Want More Book Reviews?

If my experiences with book reviews for social media and writing resonate with you, then please be sure to check out my other book review blog posts.

Check Out Book Reviews on Social Media, SEO, Analytics, Design, and Strategy

• Avinash Kaushik’s Web Analytics 2.0, a Book Review
† The Cluetrain Manifesto: 10th Anniversary Edition, a Book Review
• Content Strategy for the Web by Kristina Halvorson, a Book Review
† Groundswell by Charlene Li and Josh Bernoff, An Updated Book Review
• Jab, Jab, Jab, Right Hook by Gary Vaynerchuk
† Likeable Social Media by Dave Kerpen
• The New Rules of Marketing & PR by David Meerman Scott, A Book Review
† The Numerati by Stephen Baker, a Book Review
• Social Media Marketing by Liana Evans, A Book Review
† Trust Agents by Chris Brogan and Julien Smith, a Book Review
• White Space is not your Enemy by Kim Golombisky and Rebecca Hagen, a Book Review
† The Zen of Social Media Marketing by Shama Hyder Kabani, a Book Review

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Social Media Marketing by Liana Evans, A Book Review

Published by Janet Gershen-Siegel on August 9, 2018

A Look at Social Media Marketing by Liana Evans

Social Media Marketing by Liana Evans was a book that I might have read a little too late in the semester. In all fairness, I read this book toward the end of my first social media class at Quinnipiac (ICM 522).

Hence it felt like I already knew a lot of what she had written, but that was likely more a function of timing than anything else.

Sorry, Li.

Been There, Done That

So the Liana Evans book is interesting. However, I had just read a ton of other works about very similar work, strategies, and ideas. Therefore, it ended up being maybe one book too many. Plus it ended up an optional read, anyway.

Furthermore, other works seemed to have said it better. So these days, books just do not get published fast enough to take proper advantage of trends and new insights. Hence blogs, in general (although not always!) end up more current and relevant.

What Was the Best Thing I Learned from Liana Evans and Her Book?

Possibly the best takeaway I got from the book was when Evans talked about online communities, particularly in Chapter 33 – You Get What You Give. So on page 255, she writes –
• You need to invest your resources, such as …
† Time to research where the conversation is
• Time and resources to develop a strategy
† and Time and staff resources to engage community members
• Time to listen to what they are saying, in the communities
† Time and resources to measure successes and failures
• Giving valuable content
† It is similar to a bank account
• Don’t bribe the community

And ~

† Rewards come in all fashions
• Research who your audience is
† Give your audience something valuable and/or exclusive
• Don’t expect you’ll know everything
† Listen to what your audience says
• Admit when you are wrong
† Thank your community

Finally, much like we’ve been telling people for years on Able2know – listen before you speak!

Rating

Review: 4/5 stars.

Want More Book Reviews?

If my experiences with book reviews for social media resonate with you, then check out my other book review blog posts.

Check Out Book Reviews on Social Media, SEO, Analytics, Design, and Strategy

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Groundswell by Charlene Li and Josh Bernoff, An Updated Book Review

Published by Janet Gershen-Siegel on August 7, 2018

Another Look at Groundswell by Charlene Li and Josh Bernoff

This is something of an updated review of Groundswell by Charlene Li and Josh Bernoff as, by the time I got to the ICM 522 Social Media Platforms class at Quinnipiac University, I had already read this seminal work.

But no matter. Because this is still a terrific work by Josh Bernoff and Charlene Li, and it remains more than a little relevant.

And in fact, I think I understand it better than I ever have.

Changing the Way You Think about Online Marketing for Good

For Li and Bernoff, the online world is a rich and diversified community. And in that large umbrella community, there are several smaller communities. But unlike in the case of the classic Matryoshka (Russian nesting dolls), there is an enormous amount of overlap.

Above all, they put forward the idea of a system called POST. And if you read nothing else, read this part of not just my review but of their book itself.

• Personae – who are your potential buyers? Who are your readers? And who makes up your audience?
† Objectives – what do you expect to get out of going online, and continuing online, or going in a different direction online?
• Strategies – how will you implement your ideas? What comes first? In addition, what must wait?
† Technologies – which platforms will you use? How will you use these differently as your strategy begins to click into place?
So the last time I read Groundswell, I suspect that I did not really understand POST.

And now I know never to start a social media campaign without it. So thanks to Charlene Li and Josh Bernoff! This work is a classic for a damned fine reason. It really is that good. Because you need this book in your social media library.

Five Years Later — are Charlene Li and Josh Bernoff Still Relevant?

Social media platforms come and go. Fads rise and fall. Yet through it all, the lessons of the POST strategy, and why it’s so vital? Those are a rock, an anchor in an online world that sometimes feels like just so much jello stuck to the wall, ever sliding downwards.

Ew, sorry for that image, folks.

But never mind that for now.

I think the biggest and most vital part of POST is the first initialism, the P. The buyer persona is someone who we should be thinking about all the time. Not just sometimes, and for God’s sake not just when there’s an exam at school or the boss comes around at work.

It’s even a vital concept in a place that you would least expect it — a personal blog. And even in our own social media postings.

For if we are flinging those pixels out to the universe, then we are expecting an audience. We are wishing and hoping to be read! But if we don’t take that buyer persona into account at all (even when we aren’t selling anything and not expecting anyone to ever want to buy anything), we should still account for our audience.

Social media is exceptionally performative. We curate our photos and our words and our stories and our snark. If we want any sort of a reaction, then we have our audience in mind. Even if that’s subconsciously.

Being offensive is bad. Being unfunny is worse. But being unread? Quelle horreur! That is the worst.

Rating

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A Day in the Life of a Community Manager

Published by Janet Gershen-Siegel on November 21, 2017

A Day in the Life of a Community Manager

Whether paid or volunteer, the life of a community manager tends to be fairly similar. Community management can be a piece of social media marketing and management, but it does not, strictly, have to be.

Most of a Community Manager’s time divides into three different modes:

1. Discussions
2. Nurturing and
3. Disciplining AKA Trust and Safety

Discussions

The discussion piece involves creating new discussions and shepherding them along. Users will not return, day after day, without new content. While the users are, ultimately, responsible for the content in a community, the Community Manager should create new content as well.

This is not always topics as it can also encompass informing users about changes in the site blog (if any) and even a Facebook fan page (if it exists).

This discussion piece evolves as the community evolves. In a community of fewer than one thousand users, content from the Community Manager might be the only new content for weeks! Which…can sometimes be problematic.

As such, it can loom very, very large. But it can also have a much stronger calming effect if other content is snarky.

As the community grows, regular Community Manager contributions should diminish. But there should still be some involvement. Otherwise members may feel the Community Manager is hanging back a bit too much.

It is a community, and that means that the users want to know the Manager(s). An easy and somewhat safe way to do this is by creating discussions.

On Topic/Off Topic

And the discussions need not always stay on topic! Lively discussions can be almost spun from whole cloth if the Manager can get the people talking. An automotive community might thrill to talking about cooking.

A cooking community might engage in an animated discussion about the Olympics. And a sports community could very well bring its passion to a topic like politics.

In particular, if the community is single subject-based (e. g. about, say, Coca-Cola), going off-topic should probably at least peripherally relate to the overall subject.

Hence Coke could branch out into cooking and, from there, into family relationships. Or into health and fitness.

But a push to discussing politics may not work unless it stems from a major recent news item or if there is precedent. And, if you get started with politics, it is hard to put that genie back in the bottle.

Finally, if a member is ill, or has passed on, getting married or having a child, an off-topic discussion can spring naturally and effortlessly. This happens regardless of the community’s main subject matter.

Corporate management may not love off-topic discussions. But they keep a community together, and they help to keep it viable.

Nurturing

The nurturing piece relates to the discussion aspect. However, it tends to encompass responding to and supporting good discussions on the site.

This is especially helpful if the Community Manager identifies top users who are good at making topics who the community likes.

And then nurture them to promote their discussions over more inferior ones.

Use nurturing to encourage newbies. And use it to encourage members who might become superstar users if they only had a little more self-confidence. Give them a track record of support and positive reinforcement.

Welcoming people can get old rather quickly. But there is nothing wrong with a form welcome, whether it is an email or a private message or even a popup. Why not explain where to go to contact a Moderator? Or where to look and even where to report if the site is down?

Another use for a welcoming message can be to link to the Terms of Service and any other rules the community must abide by.

The Life of a Community Manager and Relationships

Nurturing can also take the shape of developing relationships with members. The Community Manager does not have to be friends with everyone, even if the site is very small. However, they should get to know the users.

Private messages (if available), writing on a wall or the like can do this.

Furthermore, the Community Manager can use private messages, etc. to head off potential problems at the pass.

Headstrong members might be wonderful when they write on topics not related to their overarching passion. Or they might respond to a tactful request to tone things down a bit. Or a lot.

The Community Manager can encourage those members to take part in those other discussions. The manager can reach out to other community members. Friendship can help to minimize flaming.

Disciplining AKA Trust and Safety

And this leads me to the disciplining part. It is often the first thing that people think of when they think of community management. That includes things like pulling spam.

It also includes giving users timeouts or even outright suspending them when their activities run against a site’s Terms of Service.

Trust and Safety can also mean checking content to be sure that it fits community standards. Those can be everything from avoiding porn to getting rid of health misinformation.

The Facebook Trust and Safety team, for example, once had the unenviable responsibility to weed through violent and disturbing imagery. Nowadays, that is a task done by AI.

And it also includes shunning and ignoring. These can be extremely powerful. The Community Manager can help to mobilize other users.

But the Community Manager Must Do It Right

An email or private message campaign is almost always a very poor idea. Rather, the Manager must lead by example. Do not take the bait when challenged, unless it is absolutely necessary. But that is rare.

It is the Community Manager’s call when to take it, particularly if personal insults fly.

Often the best tactics include: (a) get offline and cool off. And (b) ask another Community Manager or Moderator to determine if it warrants disciplinary action. And then enforce that if it is.

One thing a Manager should never forget: there is far more to the community than just the people posting. There is often a far larger audience of lurkers, both registered and unregistered.

They are watching events unfold but rarely comment. By leading by example, the Community Manager can influence not only active posters but also the community at large.

Customer Service is Key in the Life of a Community Manager, Even if the Forums are Free and There are no Real Customers

During a typical day, new members register. Also, members lose their passwords, or start and respond to topics. Furthermore, they answer older topics. People engage in private communications (if permitted on the site).

Members may disagree on something and they may do so vehemently. The site may get spam. Or someone might add violent and disturbing imagery.

The Community Manager can become involved as a content creator if content creation lags or goes too far off subject. He or she should discipline difficult members if necessary.

However, generally, a Community Manager’s main task, both daily and over the life of the online community, should be to carefully nurture and shape relationships.

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, and how to best make them work for you and your organization.

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?

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Category: Content

Feeding the Content Monster

Feeding the Content Monster

Case in Point

The Whining Content Monster

Today

Solutions

Make a list, brainstorming, of everything that could possibly, ever, be associated with your topic

Strike while the iron is hot

Repurpose, repackage, reply, rethink

The Content Monster is a Cannibal

Takeaways

Like this:

Community Management – Let’s Get this Party Started

Community Management Tidbits – Let’s Get this Party Started

Success?

Content

Keywords

Specifics to Get Your Own Forums Party Started

Send Out Invitations to Get the Party Started

Want More About Community Management?

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