I just finished reading The Indispensable Community and it made me reflect on my current situation, which I would like to share with you.
Imagine you have a role as - let’s call it “Community consultant” with the task to improve the overall performance of a company’s Community Management Team (gaming).
- Said team consists of 40+ offsite Community Managers (working from home) all around the globe.
- Almost all of them have been working with their communities for 5-10 years, pursuing one goal: Chasing engagement (Because 10+ years ago they were taught that this is what online Community Management is about).
- Almost all of them seem to be convinced that it is all about making members post as much as possible, generate positive feedback and “make members happy”.
- When this approach is questioned, CMs often react defensively (“We’ve been doing that for years, and the Communities are still around, so we must be doing something right. Don’t question my 10-years-experience”).
It’s one thing to persuade one or two executives or stakeholders, but changing the mindset of a 40-headed team who is stuck in the engagement trap, convinced that everything is fine, seems an even bigger challenge to me.
I am eager to find a way to lead them out of this trap (before judgment day arrives), and am thankful for any thoughts or tips you may have.