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If you missed my last post, “Why did you post that comment?” about a woman with commenter’s remorse who asked me to ban her account so that she would keep from posting any additional comments, I’ve got something else for you.
Drunk Bloggers.Yes. It seems as though BWD is the new DUI, only without the car and the potential to ruin lives.
I’ve been told by a slew of members in the community that there is one blogger in particular who gets drunk at night and goes ballistic in the blogs. I’ve seen some posts where he is a bit direct but nothing too alarming so I didn’t think much of it.
Well, today I was in the abuse queue and came across at least ten photos that were pretty risque. Okay, they were porn. I couldn’t believe the magnitude and the audacity it must have taken to post that in the community.
It got him banned.
Tonight he sent me an email asking why on earth his privileges were revoked because he’s never violated the terms of service and is demanding I tell him why. I think those members were right about him.
It must be a full moon this week.
Do you think you’re ever read any blogs that were written under the influence? How could you tell?
This is the question I wanted to ask the woman who called asking me to remove a comment, actually several comments, she’d posted on a news story.
Wait, let me be honest and tell you that after a ten minute conversation I did ask her that question. And her answer, though lame, is a common answer provided by those who experience commenter’s remorse and go to great lengths to find the person who can actually remove them – ME. First they email, then they call. The call comes first if the comment is particularly troublesome.
The woman I’m talking about in this instance said she was caught up in the moment and couldn’t help herself. Yes, go back and read that sentence again. She couldn’t help herself from posting a comment that could possibly jeopardize her job. She’d posted some telling information on a crime story about the suspect, and guess what? She had that information because she works at the hospital where he was treated.
Some common sense in this situation would have gone a long way.
It would not have taken Nancy Drew to solve that case had it become an issue or if it leaked that the information was on the site.
Since this woman was nearly in tears, I removed all four of the comments, but not before encouraging her to be more careful and making her understand that it was a complete courtesy on my part because it is not our policy to remove comments and we are not obligated to honor her request.
But in this economy, I don’t want to see anyone lose their job and if I could do my part by removing four comments, so be it.
But just when I thought she understood my message and would take heed, she asked me to ban her account completely because she couldn’t be sure she wouldn’t do it again.
I was floored.
Can we get a little self-control with that common sense?
RELATED POSTS
You probably know by now that in every online community, there will be highly popular, influential members. Sometimes their star rises quickly and they can become a very important part of your strategy. They morph into a high-profile, go-to member who seems quite vested in the community and displays a great deal of ownership. This type of member can be a community manager’s dream.
When this type of member take on too much ownership, there can be trouble.
If you start to depend on them too much or place them on a pedestal believing that their intentions are always pure, there could be even more trouble.
This may or may not happen because there are many factors to consider and so much depends on their specific personality traits. But it might happen, and you need to be ready.
If an influential community member starts creating havoc, they must be dealt with and you cannot be swayed by their status. If they become a dominant, larger-than-life force throwing their weight around at others expense, you have to do something.
This person could be your very first member. They could be the ultimate creator of content and have hundreds or even thousands of friends. People might get upset if they believe he or she is being ousted. And, this person and/or their die-hard followers may even turn against you in a very public manner.
Remember those essential skills for community managers I wrote about a few months back? This is when they come into play. This is when you need to have a thick skin, make a decision and move on.
Sure, you can try to reason with them. And most community managers will give you several ideas on how you should go about doing this. I agree that you should do what you can to salvage the relationship and keep the member without compromising your integrity.
If it doesn’t work, let them go. You will live to see another day. Trust me. I did.
This is just one of the lessons I’ve learned while doing this job called community management. Many think it’s glamorous and all fun, games and kumbaya. It isn’t.
When you’re in the trenches of this work, you learn quickly that there may not be a right answer and you learn as you go.
That is why I write this blog. It is documentation of the fact that I learn as I go. That is why I appreciate everyone who sends me emails saying how much they appreciate what I share and how my strategies are working for them for them.
I will continue to share my lessons learned and even more so as part of a new project series specifically for community managers. If you want to know more about it, sign up on my book website and you’ll be one of the first to learn about this new endeavor.
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A Conversation on the Decline of Civility
September 27, 2009 in user generated content | Tags: comment, managing online communities, news comments, online communities | by Angela Connor | 5 comments
I was one of three guests on WRAL’s new talk show, “On the Record” which aired on the CBS affiliate in Raleigh this week.
The topic: The Decline of Civility. I was asked about some of the comments posted on news stories and talked a bit about the dynamics of anonymous posting.
It’s a 30-minute show, longer than what most of us like to watch online, but it’s an interesting conversation and I wanted to share it with you here on my blog.
Oh, and don’t think for one minute that the members of the community I manage didn’t see it. So far there have been two blogs posted about it. One was all about how nervous I looked, and a comment in the second blog post indicated that I am living in a fantasy believing that things will get better without me putting forth any effort. I’m going to have to let that one go for now….
At any rate, here’s the link to the video:
On the Record: The Decline of Civility
Let me know what you think, okay?
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