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18 Rules of Community Engagement: A Guide for Building Relationships and Connecting With Customers Online Paperback – May 15, 2009


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Product Details

  • Paperback: 104 pages
  • Publisher: Happy About (May 15, 2009)
  • Language: English
  • ISBN-10: 1600051421
  • ISBN-13: 978-1600051425
  • Product Dimensions: 5.5 x 0.2 x 8.5 inches
  • Shipping Weight: 2.4 ounces (View shipping rates and policies)
  • Average Customer Review: 4.2 out of 5 stars  See all reviews (13 customer reviews)
  • Amazon Best Sellers Rank: #1,846,877 in Books (See Top 100 in Books)

Editorial Reviews

From the Back Cover

Angela Connor is the Managing Editor of User-Generated Content at WRAL.com and has help grow the firm's community to more than 11,000 members in 18 months. She is a multimedia journalist who has worked in broadcast, print and online news at television stations and newspapers.

"Angela's book is just as important for personal brands as it is for companies. In this new world of work, everybody must understand how to facilitate and grow a community, in order to achieve maximum success. Angela's book will guide you to community manager nirvana!"
Dan Schawbel, Author or 'Me 2.0'

"Angela begins the pioneering task of setting the rules for online communities in this must-read book. Her sass, wit and sheer knowledge of this unknown frontier are great guides for anyone wanting to enter the online community space."
Maren Hogan, Principal, Red Branch Media

"Angela lays out some great points on community engagement with real life examples that give readers the how-to when implementing these strategies within their own business. Not to mention, it's all written in a simple to read manner."
Sonny Gill, Social Media Strategist, SonnyGill.com

"...how do we move from the old model of circulating the news to the new model of managing these social groups? Angela Connor provides a clear and concise map to follow, whether working from the corner office or a corner of a coffee shop."
Ron Sylvester, Interactive News Reporter, The Wichita Eagle/Kansas.com

About the Author

Angela Connor is the Managing Editor of User-Generated Content at WRAL.com. She launched and currently manages the top-rated news organization's first online community, GOLO which has grown to more than 11,000 members in 18 months. Angela is a multimedia journalist who has worked in broadcast, print and online news at television stations and newspapers in Cleveland, Tampa, West Palm Beach and Fort Lauderdale. She lives in Holly Springs, NC with her husband and two young daughters.

More About the Author

Angela Connor is a journalist and community strategist with a passion for online communities and social media. After launching and growing an online community from 0-15,000 members for WRAL.com and creating a successful social media task force, she is now the Social Media Manager at one of the top communications agencies in the Southeast.

Angela hails from Detroit, Michigan and knew at a very early age that she wanted to be a writer.

Her career in news has taken her to television stations and newspapers in Cleveland, Tampa, West Palm Beach, Ft. Lauderdale and Raleigh, NC.
She writes the highly read blog, "Online Community Strategist" and has emerged as a thought-leader in online community management.

Angela regularly speaks at conferences and organizational events on social media and online community strategies.
She attended Bowling Green State University in Ohio and lives in North Carolina with her husband and two young daughters.

Customer Reviews

4.2 out of 5 stars
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See all 13 customer reviews
For an experienced manager, this book almost reads like a checklist.
Jeremy Lindh
Angela knows that community managers work differently - they have their own opinions as to what works and their communities are unique.
Martin Reed
She discusses how to grow and engage an online community as well as how to handle criticism and deal with troublesome members.
Connie Malamed

Most Helpful Customer Reviews

6 of 7 people found the following review helpful By Justin P. Fenwick on June 12, 2009
Format: Paperback
Discovering the possibility in community and the work that it requires is a two fold approach not often taken. No wonder online communities fail. Angela Connor takes a look at both in her new book "18 Rules of Community Engagement: A Guide for Building Relationships and Connecting With Customers Online." Instead of providing us a watered down pipe dream of community online, Angela takes you step by step through some of the work necessary to work towards growth and strength in your own community. It is both a humbling and exciting read; Angela expresses clearly the learning curve she is still on while managing a local online news community [...] of over 11,000 members. There is no ifs, ands, or buts about it, this work is new, unfinished, and never ending. "You can't force community. You can build it, foster it, cultivate it, and shape it. You can nurture it, believe in it, and support the members who make it what it is on a daily basis. But you can't force it" (pg. 7).

Reading though the book, I got a tangible sense of what I could do to manage an online community. I am reminded of the reality that this is real work that takes real time and without that - you have nothing. I appreciated Angela's advocacy for both alignment with an organizations goals for having a community and some emphasis on advisory from the members themselves. Although I'd appreciate more on the latter. The most influential section was that on recognizing and respecting the culture of the community you manage. Culture, as she mentions, is something that is in some ways out of your hands. You have to take the time to learn and study the community creating itself in front of you and let that inform your work.
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4 of 5 people found the following review helpful By Martin Reed on August 6, 2009
Format: Paperback
Angela doesn't promise you overnight success if you follow her advice. This proves her credibility. Indeed, she actually states that success will not happen overnight and that anything short of a long term commitment will yield mediocre results.

This book could easily have been a piece of propaganda arguing that all brands need an online community and that they offer nothing but huge benefits. Angela convinces you of the realities in this book, though. Besides repeatedly stating that communities take time to develop, she also covers some of the nastier sides of community building - abusive users. She'll tell you over and over again just how much hard work community building is, and how you need to have personality, tact, an amazingly thick skin and a strong work ethic. I couldn't agree more.

Here's what I love about Angela's book. It's not just her advice and experience you are getting. During the writing process, Angela openly canvassed the opinions of others involved in community management. For example, in the chapter about how to accept and respond to criticism, Angela tells you what she does and then tells you what others do. The result is a book that is richer and more valuable.

Angela's book isn't full of theories, facts and figures. It's not an academic work. It's just full of advice, backed up with examples. Her experience shines through.

Angela knows that community managers work differently - they have their own opinions as to what works and their communities are unique. Angela doesn't pretend that her book will make you an expert. She is honest - she simply tells you what has worked for her (and others) and offers you encouragement to go out and find what will work for your community.

Martin Reed
Community Builder
[...]
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3 of 4 people found the following review helpful By Sandra Carrington-smith on September 22, 2009
Format: Paperback
I clearly remember a time, not too long ago, when business and personal connections were forged largely in person or on the phone. During the past two decades, however, the cyber world has open portals of communications once thought impossible. People who are homebound, those who run home-based businesses, and even individuals who just look at the internet as a mean to widen their circle of acquaintances, have flocked to online communities in search of a way to spread their products or, sometimes, just to engage in interesting conversations with like-minded individuals.

Although managing an online community might mistakenly be painted in one's mind as a simple task, it is indeed a daunting venture the daring and unprepared managing editor will not soon forget. Marketing strategies aimed at enhancing the appearance of the site, personal interactions, and internal policing can indeed be double-edged tools - depending on the chosen approach, they will either be building blocks for future growth or a virtual wrecker's ball which will turn a potentially successful venture into cyber debris.

Angela Connor, whose enthusiasm and experience is fed by the never ending source of feedback she receives daily by managing a very successful online community, is destined to become a pioneer in her field, and her compelling book "18 Rules of Community Engagement: A Guide for Building Relationships and Connecting with Customers Online" is surely a must-have for anyone interested in developing successful online connections.

Offering valuable and fundamental tips on how to positively change a potentially frustrating environment into a fertile ground where everything becomes possible, this wonderful guide is written in a conversational style that calls to mind a pleasurable and informative chat with a friend.

Definitely a book worth reading. Two thumbs up.
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