Connor Brooke
Shortly after the Social God freed the business people out of the slavery grip of traditional marketing, they traveled through the World Wide Web and various social networks until they found and camped out in front of Mount Facebook. There God met and spoke with the people, telling them why he had rescued them from marketing faxes and direct mail.
For the Social God had chosen these people to be made into a holy nation of Community Managers, his treasured possession. One day the Social God presented one of these managers the first part of his new system of laws for his people — the 12 Most Holy Commandments of Community Management. These summarized the absolutes of spiritual and moral living that he intended for his people.
And the Social Media God spoke all these words, saying:
I am the Internet thy God, which have brought thee out of the land Web 1.0, out of the house of one-way broadcast advertising.
1. Thou Shalt Feed Your Community, Not Your Ego
2. Thou Shalt Recognize Followers with Gratitude
3. Thou Shalt Share Content Useful to the Community
4. Thou Shalt Not Moderate Comments
5. Thou Shalt Post Community Rules
6. Thou Shalt be Transparent in all Decisions
7. Thou Shalt Not Feed the Trolls
8. Thou Shalt Not Sell
9. Thou Shalt Converse and Not Broadcast
10. Thou Shalt Crowdsource Ideas
11. Thou Shalt Respond to All Queries Quickly
12. Thou Shalt Listen Before Speaking
So it is written, So it shall be done.
This post was originally posted by the author on 12most
This article was written for Business 2 Community by Connor Brooke.
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Wonderful tips Sam. I like most Respond to All Queries Quickly. This is really important especially for businesses.
well, in the spirite of responding quickly: thanks for joining the discussion!
Greetings,
I like this list, however, I respectfully disagree with #4 regarding comment moderation. I suppose it’s all in how you define moderating comments. I am not a fan of removing comments, and I believe in leaving negative comments for public view – giving the community manager an opportunity to embrace the feedback and respond to it. Most times, you can turn a negative into a positive and gain new fans/followers/customers along the way.
However, if your community has a policy about comments and it is disrespected, then comments should absolutely be moderated or removed. I manage a community for a local race track, and we believe in keeping it family oriented. We do allow negative comments, and leave them up. In most cases the fans will respond for us, which is awesome, if not, we respond where necessary with honesty and transparency.
We do however remove posts that have vile language, and also remove any posts that are a personal attacks on the drivers that race at our track. We keep that stuff off our page.
So I don’t wholly agree with the comment not moderating comments, but I think the list is great overall.
Thank you for sharing!
Thanks for taking the time to comment. Through this commandment, the Social Deity decreed that community managers should not auto-moderate, which means they should not set a rule that all comments are first reviewed/approved before they are publicly displayed.
Aside from the obvious decline in participation that this causes, it sets the expectation that only comments the community manager likes will be displayed.