Category Archives: Opinion

I posted the following to twitter today: It’s interesting to me that ‘engagement’ is a major digital marketing metric and ‘call deflection’ is a major digital support metric. “I hope they talk to me” vs. “please don’t talk to me”. … Continue reading →

The following post is an expanded and edited response given in response to a question in a closed community manager forum.  When considering whether to hire a community manager your first question should be: why do we want a community? … Continue reading →

Here’s something to do at your next conference – talk about mistakes and failures you have made as you implemented your programs. Why? Because: Learning “Failures, repeated failures, are finger posts on the road to achievement. One fails forward toward … Continue reading →

This is the last of a three-part series where we are using “A Beginner’s First Bonsai” by Brent Walston as a muse for how to think about managing an online community. See parts one and two. “It may die anyway, … Continue reading →

Part two of a three-part series where we are using “A Beginner’s First Bonsai” by Brent Walston as a muse for thinking about managing an online community. See parts one and three. In this continuing reading of that post, let’s … Continue reading →