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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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18 Rules of Community Engagement: A Guide for Building Relationships and Connecting With Customers Online + Buzzing Communities: How to Build Bigger, Better, and More Active Online Communities + Managing Online Forums: Everything You Need to Know to Create and Run Successful Community Discussion Boards
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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: 0.2 x 5.5 x 8.3 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: #1,495,750 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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The structure of the book into short sections make it an easy read.
Justin P. Fenwick
I'd recommend 18 Rules of Community Engagement to anyone who manages people in any capacity.
Jeremy Lindh
I got more out of the foreword of the book than the whole of 18 "rules".
ear9mrn

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 Jill V Biddington on June 15, 2009
Format: Paperback
Nothing is a waste of time if you use the experience wisely. " -Rodin

I sat down to read Angela Connor's "18 Rules of Community Engagement: A Guide for Building Relationships and Connecting With Customers Online" with a work like focus - armed with pen and paper. Before long, I found myself not wanting to take notes and smiling as I read. This was simply too enjoyable to confuse with work. Angela has captured so much in this book - from reflecting on her own experiences and providing insights into some of the difficulties and challenges of being an on-line community manager as well as presenting a very real picture of what it is to be the person that takes on this challenge. It is not surprising that Angela has achieved this given she has a proven record of understanding the importance of being able to engage in a written dialogue with her own community.

This is a book of ideas and values which is rich with Angela's own experiences and observations of being part of on- line communities and of leading them. In concluding her book, Angela writes, "My goal here was not to provide a one-size- fits- all solution, because there isn't one, and it's important to know that going in. My goal was simply to give you ideas, encourage you to take this work very seriously, and help you understand that it is not a science, but an art." The book certainly meets this goal. But the book is more than this, it is an opportunity to understand and learn from Angela's own experience in dealing and in being better prepared for challenges which happen communities. This book is not for the reader who wants to be told the correct answers in order to be an on-line community manager.
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