Shepherding Passionate Communities

Shepherding Passionate CommunitiesHeather Champ - Flikr Community Director

Being a community manager is kind of like being a piñata - people beat you with sticks and you still have to give them candy.

FLIKR voice - human, friendly, inclusive, authoritative, transparent, honest, witty, funny and clear

Create a Help Forum - eases customer care, users know more about how things work than you!

When things go wrong - own it!

Announce the change [like taking down the site], wait about 6-8 weeks, then do it. otherwise don't make an announce.

Make lemonade - announce unexpected downtime, give users something to do in the meantime.