This document discusses online community management. It defines online communities and common types. Communities are important for both customers and businesses. For customers, communities provide research, promotions, customer support and a sense of community. For businesses, communities provide brand advocacy, market research, social media insights, cost savings and traffic. The document outlines best practices for planning, launching, encouraging engagement in and measuring the success of online communities. It provides examples from TripAdvisor, Giffgaff, Sony and Starbucks.