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Online Communities Handbook: Building Your Business and Brand on the Web by Nancy Strauss, Anna Buss

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What a Community Manager Does

Member support

Your community members will want to contact your company. They will have registration problems and login troubles; they will want to know why they haven’t received a reward, or to report a technical problem or abusive content; they will want to talk about your products; they will have ideas and feedback for you.

Examples of Real Emails Received by Community Managers

  • “Unfortunately, my cat stepped on my keyboard when I was submitting my recipe to your competition and now it’s lost. Can you find it?”

  • “I forget my user name. Love, Fuzzy74”

  • “A new member called Maybell is giving Useful ratings to all my reviews. I have worked hard on those reviews and deserve Very Useful ratings. Please rectify this.” ...

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