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Online Community Management
  How to avoid chaos and create a positive
         community environment.
Who is Martin Reed?
               I build online communities.

•   JustChat.co.uk - Founded in 2000.
    – Up to 600 simultaneous chat room users
    – Over 400,000 forum posts since December ‘04
    – Over 250,000 messages sent since May ‘06

•   SoapForum.co.uk

•   FemaleForum.com
What is Community Management?
                    • Not the same as a community
                    moderator.

                    • Promote.

                    • Represent.

                    • Encourage.

                    • Matchmaker.



   Moderation is always a last resort.
The Community from Hell
               • Arguments.

               • Abuse.

               • No responsibility.

               • No maturity.

               • No respect.

               • Illegal content.



     “I’m Innocent”
How to Avoid Chaos
          • Guidelines from day one.

          • Be active and visible.

          • Be approachable.

          • Be contactable.

          • Be impartial.

          • Adapt and learn.

          • Delegate and empower.
Building a Team of Moderators
              • Working alone isn’t an
              option as community grows.

              • ‘Best’ members.

              • Guidelines.

              • Expectations.

              • Communication.

              • Volunteer perception.
How to Moderate
                • Censorship and oppression
                do not encourage activity.

                • Avoid editing.

                • Encourage self-resolution.

                • Keep all content (even if
                removed).

                • Courtesy and
                professionalism.


Moderate to your guidelines.
Encouraging Member Activity
              • Often the biggest community
              building challenge.

              • Self interest.

              • Controversy.

              • Questions.

              • Roadmap.

              • Keep it simple!
Spam, Scams and Tricksters
                       • Be prepared.

                       • Member safety.

                       • Community perception.

                       • Automated tools aren’t perfect.

                       • They’re getting smarter.

                       • Covert suspicion of new members.



One of the biggest threats to your online community.
You Are The Boss

        • Don’t be intimidated.

        • Decisions don’t need to be
        made immediately.

        • You will face abuse.

        • Stick to your decisions
        (maybe).

        • Respect, trust, honesty.
martin@communityspark.com


       Resources and discussion:
http://www.communityspark.com/inforte

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Community Management

  • 1. Online Community Management How to avoid chaos and create a positive community environment.
  • 2. Who is Martin Reed? I build online communities. • JustChat.co.uk - Founded in 2000. – Up to 600 simultaneous chat room users – Over 400,000 forum posts since December ‘04 – Over 250,000 messages sent since May ‘06 • SoapForum.co.uk • FemaleForum.com
  • 3. What is Community Management? • Not the same as a community moderator. • Promote. • Represent. • Encourage. • Matchmaker. Moderation is always a last resort.
  • 4. The Community from Hell • Arguments. • Abuse. • No responsibility. • No maturity. • No respect. • Illegal content. “I’m Innocent”
  • 5. How to Avoid Chaos • Guidelines from day one. • Be active and visible. • Be approachable. • Be contactable. • Be impartial. • Adapt and learn. • Delegate and empower.
  • 6. Building a Team of Moderators • Working alone isn’t an option as community grows. • ‘Best’ members. • Guidelines. • Expectations. • Communication. • Volunteer perception.
  • 7. How to Moderate • Censorship and oppression do not encourage activity. • Avoid editing. • Encourage self-resolution. • Keep all content (even if removed). • Courtesy and professionalism. Moderate to your guidelines.
  • 8. Encouraging Member Activity • Often the biggest community building challenge. • Self interest. • Controversy. • Questions. • Roadmap. • Keep it simple!
  • 9. Spam, Scams and Tricksters • Be prepared. • Member safety. • Community perception. • Automated tools aren’t perfect. • They’re getting smarter. • Covert suspicion of new members. One of the biggest threats to your online community.
  • 10. You Are The Boss • Don’t be intimidated. • Decisions don’t need to be made immediately. • You will face abuse. • Stick to your decisions (maybe). • Respect, trust, honesty.
  • 11. martin@communityspark.com Resources and discussion: http://www.communityspark.com/inforte