Macro vs. Micro: A Community Management Brainstorm

Community Management is still a very young trade, which is part of the reason why I feel it’s so important for CMs to talk to one another.  Because of this, I am a member of a group called the Community Manager’s Group.  It’s a private forum for CMs to talk about best practices, compare notes,Continue reading “Macro vs. Micro: A Community Management Brainstorm”

How Chemicals In Your Brain Make You A Jerk On The Internet

I’ve recently picked up a copy of Jonah Lehrer’s How We Decide, a book I haven’t yet completed but (so far) highly recommend.  The book itself is about behavioral psychology and neuroscience, but I found it specifically enlightening in regards to the study of community management. Anyone who does business with people online is familiarContinue reading “How Chemicals In Your Brain Make You A Jerk On The Internet”

The “Mass Effect” Effect: Emergent Storytelling in Games

The Apple fiasco of the past few weeks has been the subject of much discussion, and I have some thoughts I’d like to publish on Apple’s response (which was a fair to middling handling of the crisis, though it still doesn’t entirely make up for their abysmal handling of the issue up until that point).Continue reading “The “Mass Effect” Effect: Emergent Storytelling in Games”

Apple and Tylenol: A Study in Corporate Communication and Crisis Management

Apple has responded to these concerns in a hilariously inept open letter.  I’ve added a few paragraphs to the end of the post to discuss this. I can say these with complete confidence as I type this on my MacBook Pro, while listening to music on iTunes and waiting for my brand new iPhone 4Continue reading “Apple and Tylenol: A Study in Corporate Communication and Crisis Management”