Lessons in Community: Responding to Backlash

Came across this example of poor form when handling community backlash. Long story short: the company ran a promotion that ended sooner than the community was aware and they were not happy about it. If you’re running a promotion, make sure your terms and restrictions are explicitly stated. If the…

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Customer Service: the Good, the Bad, and the Ugly

Let me preface this by saying that I am extremely picky when it comes to customer service. I’ve done it all: concessions, barista, waitress, bookseller, music-seller, tech support, and community management. I’ve always followed the golden rule and, being as picky as I am, this means I do the best…

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The Twitter Soapbox

I like Twitter, I really do. I think it’s a great tool, especially for businesses. As a community manager I closely monitor any activity that directly, or indirectly, mentions our company so that I can reach out as much as possible. And it totally works. Every time I have jumped…

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