Short Lessons in Community Management - It’s For EVERYONE

Building a coworking space has obviously given me some serious insight into community management: how to curate, maintain, cater, and - most importantly - add value.  I feel it would be great to share a few lessons that I have learned with you because...

1. Community management is for everyone. Whether you have a coworking space or an app that cures baldness, your customers are your community.  If you do not recognize this, then you are not managing your community properly and your customers will leave.

2. Your community will be your best salespeople. In the social technology world we live in it does not take much to tell others how you feel - good or bad. If you manage your community properly, and you have the proper tools within your business, your customers will share their experience with others, driving attention to your product or service. If they are not doing this, there's something wrong.

3. Early adopters are key. I encourage you to go back (if you have not already) and read Malcolm Gladwell's “The Tipping Point”. It is extremely important for you to recognise the influencers in your target market and go after them. Throw the world at them, give them your shit for free (at least). These may even be the people you want on your advisory board. If they have a problem with your product, LISTEN. Which brings me to:

4. LISTEN UP FUCKERS. If you are not listening to your community, you are not managing it properly. Many times founders of companies get so stuck on their way of doing things they disregard what is really happening with their community. Your community may need a change for them to feel more comfortable with something, or for them to be more productive… ASK THEM.  Your product is not for you, it’s for them. Build shit people want, not what YOU want. Unless you want to be your only customer.

5. Add VALUE. Think outside the box on this one. How do you add more value to your community?  A/B testing is great for this, you need to put on a lab coat and be a crazy scientist. Study your community.  If you can add more value to whatever it is that you do, the chances are that your community is going to stick around and share that experience, which will increase retention and social sharing.  The saying is true: “The more you give, the more you get.” Or something like that.

There are many other lessons I have learned over the years. However I would have to write a whole book. I feel that, given the advice that the startups I advise seek out, these lessons are the most relevant. If you have any questions that you would like me to answer, please feel free to email me at jason@alleyNYC.com. I love helping and sharing the things I have learned.

Carry on friends,

Jason