Online Community Management For Dummies®

Index

• Symbols & Numerics •

90-9-1 rule, 83–84 140-character limit, 16, 195, 216

• A •

abusive behavior

areas of concern, 24–25

avoiding negativity, 81–82

bullying, 44, 78, 153, 172

censorship, 99–100

comment moderation, 54–55

examples, 102

identifying and dealing with, 80–82

issuing warnings, 95–96

maintaining control over, 156–157, 290

manager guidance, 19

personality types, 17–18, 43–45

profanity is not “hip” content, 53

protecting a positive image, 106

rectifying problems, 108–109

steps for dealing with, 71–72

trolls, 163–165

violence, 171, 176

addiction, online socialization, 17

advertisers and sponsors, 76

advertising

classes/courses, 258–259

evaluating ROI, 221

paid posts, 209–210

age

kid's community limits, 170–171

traffic patterns, 241

analyst, community manager as, 58

analytics programs, 231–232

anger

cool down before responding, 79, 155

customer service has no place for, 279

manager as focal point for, 108

recognizing validity of, 56

“taking it offline”, 96, 100

apps (applications)

calendar apps, 181

Facebook, 211, 271

Foursquare, 142, 271

Gowalla, 142, 271

HootSuite, 56, 147, 199, 215, 229

keywords/search terms, 39, 147, 214–215

location-based, 142, 271

online searching, 147, 214–215

promotional giveaways, 260

Seesmic, 56, 147, 215, 229

TweetDeck, 56, 199, 229, 286

arguments. See also mediator/mediation;

negative behavior

avoiding snark, 17

compared to disagreement, 25

damage control, 160–163

dealing with trolls, 163–165

discouraging negativity, 19, 44, 80–83, 98