No, You Really Can’t Talk to Customers This Way

yelling

Oracle is in the hot seat with the InfoSec community once again with the focus on CSO Mary Ann Davidson and her lengthy rant titled, “No You Really Can’t”. In the now-deleted blog post, Davidson rails against cybersecurity experts who find and report vulnerabilities in Oracle software. Featuring hilariously demeaning language and wildly exaggerated statistics, Davidson speaks with obvious disdain for both security researchers and everyday users of Oracle’s software. The company pulled her post within 24 hours, showing for the second time in those 24 hours a lack of understanding for tech culture in 2015.

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#CMGRHANGOUT PRESENTS: Managing community conflicts & controversies

cmgrhang-conflict

This Halloween episode of CMGRHangout is scary. Not “spooky”, not “creepy”, but downright “oh you did not just insult my favorite President” SCARY. Conflict is difficult for every person on this planet, and as community managers our instinct is often to squash it before it starts. On this panel, we talked about why you want to encourage healthy controversy and how to define boundaries and prevent it getting it out of hand. We also talk about why community members do better with controversy sometimes, and how it affects their trust in each other and your brand.

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#CMGRHANGOUT PRESENTS: Transitioning into a community career

cmgrhang-career

Today I joined some of the fantastic #CMGRHangout community to share my experiences and advice for starting a career in community management. It was the first time I’d been on a video panel with this many people, and despite stumbling over myself a lot I think I got to make some solid points on the parts important to me–especially for the last discussion question! There’s probably a blog post in there waiting to be written…

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Vocal User Archetypes and Their Roles in the Community

In_your_face___1_by_mjranum_stock

I’ve been recapping community management basics at my full-time job today. Even companies who know they want community managers (like in videogames, where I generally work as Community Manager) very often have no idea what the role entails. Even more difficult is explaining community management in an industry that is used to seeing an immediate, measurable response to changes and investments, so my current role is to break down the regular community management tasks and explain how to measure the success of a community.

In detailing the methods for reporting user contributions, I have to explain community dynamics that many of us who are social online take for granted. This particular list struck me as amusing because after distilling the personalities of extremely vocal community members to 9 overarching types, I realized they fit perfectly into a DnD alignment chart. This list is not an all-encompassing personality grid for a community, but focuses on the basic vocal personalities with whom a Community Manager spends most of their direct-contact time, for better or worse.

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Tools to Track Your Reach

balugust

The number one question I have to answer at work is “How did THAT person get HERE?” That’s not as existential as it sounds–it really is my job to understand and predict what draws people to certain online locations and how they connect. Thanks to Blaugust (and MMOGames), I’m enjoying a jump in site visitor count for the first time in a couple of months. In fact, my number of readers in the USA has increased to the point that they almost overtake my number of readers in Brazil.

high res stats

 

Blogging happens for many reasons: sharing information, finding like-minded humans, ranting…at some point, we expect (or hope) others will read our words. That’s why we’re on the Internet and not keeping diaries, though a few bloggers keep the majority of their posting 100% private.  Whatever drives the bloggage, the same tools I use for work in ecommerce and videogames can be applied to blogging and should be part of any bloggers bag of tricks.

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