What I learned from a day as an elementary school volunteer

Dads and Dad-type figures are welcome in schools You can make a difference in a kid’s life. Yesterday, I learned that kids will give you high fives when you walk down the corridors of their school. They will enthusiastically participate in a gym relay and try to show you how great their reading is and…

As a community manager, how should you be using Twitter?

Imagine you are a community manager and today is your first day promoting the brand. How should you use Twitter? You might be overwhelmed with the river of information and wonder what are the “right” answers to questions like these: How often should you tweet? And should you retweet? How do you decide to follow…

Can you turn a critic into your biggest fan?

Photo by Jonathon Colman. Is it possible to turn a critic into a raving fan? Should you ever feed a troll? Should you even engage for fear of starting a flame war? In my experience, the answers to all of these questions are yes, yes, and yes. You can always win by hugging customers very,…

How do you quantify the value of an online community?

Online Communities are similar to and different from their physical counterparts What’s the value of community? How can you define both the idea of a community and the value of that community for a marketer? A physical community can be hard to describe, and hard to grasp, as Phil Bartle suggests, “we can not see a whole…

It doesn’t take much to give back

Who wouldn’t like to have fun in a playground game where the playground looks like this? This week I had the opportunity to participate in a community event courtesy of the folks at the Salesforce.com foundation and my team at Desk.com. In the span of half a day (and with the help of the folks…