Trixieland

words about words

Community: What I Know


As I leave behind my Community Manager days at Xbox, I want to share some of the things I’ve learned over the years. So CMs and CM-hopefuls, take note!

1) It’s not about you
Being a community manager is not a chance for you to become a celebrity or to pump up your ‘personal brand’ (puke). If community is a party, you should strive to be the host with the most, not the drunk dude with a lampshade on his head or the lady surrounded by suitors like Scarlett O’Hara at the Twelve Oaks picnic. Your job is to keep the party safe, make sure everyone has a good time, and bounce troublemakers. Welcome newcomers, nip arguments in the bud, make sure the pretzel bowl is full. If you see someone sitting alone, strike up a conversation and introduce them around. If all the attention is on you…you’re doing it wrong.

2) Community is supposed to be inclusive
As in the opposite of “exclusive”. Discourage factions and cliques in your community. No one needs to re-live Junior High. Above all, don’t surround yourself with an exclusive group of butt-kissers. You are not the Queen Bee. You may not think you’re playing favorites, but inside jokes, references to partying with certain people or hanging out at events is off-putting to the members of the community who aren’t part of the ‘in crowd’.

3) Don’t badmouth your employers
No one’s asking you to be a corporate shill. Or if they are, their definition of community manager is skewed. If you don’t agree with what your company/game/service is doing, either quit or keep your trap shut. You have opinions, but remember who signs your paycheck.

4) The truth about Community Managers
Your job is to humanize and distribute the corporate message to customers, then corporatize and distribute the customer’s message back to your employer. Example: Hey guys, we’re going to be doing X! I know it’s different, but try to keep an open mind when you try it. Give it a chance and let me know what you think.” Then you gather the feedback and put it in a way that makes sense to your company: “Based on community feedback, over all they love X but really hate Y. Fixing Y will satisfy our customers and help us meet these business goals…ABC ”  See what you did? You listened to the customer, you provided meaningful insights and an action plan to your employer, and actually made a difference in the product. Go you!

Queen Bee? No!

 

5) It’s still not about you
Don’t be a dick. Don’t be a diva. Don’t make people kiss your ass. You are not the star; your product/game/service/company is. It is your job to move the focus off yourself and put it on the community and the product.

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21 thoughts on “Community: What I Know

  1. Well said Christa. Well said.

  2. Having been on that side for so long, this rings so true. Very well written piece and congratulations on the new role.

  3. Six Okay on said:

    Great post, Trixie. Particularly points 1 & 5. The product should always be the star of the show.

  4. Which is why you were always such an awesome CM. I know you kicked me in the ass when I sometimes mixed up my friend Christa with the CM Trixie360. Special favors from CM Trixie, hellz no! Hanging out because you rock as a person, hellz ya!

  5. Thanks for a wonderful read. You, Weezul and Six Okay combined are the wikipedia of community management. These points can be used for those that just run their own community sites as well. 🙂

  6. Drea Avellan on said:

    Yes, ma’am! Wish most CMs would follow these points.

  7. Scott (PeeKnuckle) on said:

    It’s gotten out of hand with the egos lately. CM’s selling/bartering follows on Twitter etc.

    I’m glad you talked about this, Trixie. I really am. I don’t think it would have received the same attention from anyone else. People need to know this. It’s escaped many.

    This should be mandatory reading for anyone receiving a Community Manager position.

  8. mypaxblog on said:

    Amen !

  9. Dateranoth on said:

    Very well said. It’s a shame when people let things go to their head. Hope the next CM can fill your shoes.

  10. Indeed. Well said. I’ve emailed it to myself to read over every so often. Thanks for the words of wisdom from someone new-ish to the whole thing.

  11. Such good advice! You were always one of my favorite CM’s, but I hope that all of them take this to heart!

  12. Well said. Very well said.

  13. Excellent post Trixie, very insightful!

  14. If only all CMs followed these guidelines, but sadly many don’t. Great post, Trixie.

  15. Mark Terrano on said:

    Awesome post – a must read for any CM, you’ve done an amazing job for the platform and for gamers, keeping them engaged and having a good time (while bringing us all along) over the years.
    Thanks for coming out to talk about Defense Grid and sharing a laugh (and cookies) with us – don’t be a stranger.
    -Mark

  16. Very good write up. It’s as spot on as a laser guided missile.

  17. Number one and five are dead on. Awesome post Trixie

  18. James (eminutia) on said:

    Good points. I don’t even know what entails being a CM, but I am familiar with common sense, and this advice is chock full of that.

  19. Oswald Boelcke on said:

    Awesome!

  20. Unknown Orange on said:

    Very nicely put, shame about several community managers not listening to the community and doing what they please.

  21. Reblogged this on MGaceman Online and commented:
    Some good pointers on how to deal with your community!

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