Our Blog
Why Community Management is NOT like Parenting
February 16, 2010
Posted in Best Practices, Community Moderation
There has been a recent upsurge in community management/moderation blog posts comparing the care and nurturing of a community to that of a parent. As both a parent and someone who has helped companies build and moderate successful communities for over ten years, I couldn’t disagree more.
A Lesson in Customer Engagement from Shawshank Prison
Posted in Best Practices, Online Community Management, Social Media Trends
By Matthew Lees
One night while I was researching and writing a recent report on best practices in crowdsourcing, “The Shawshank Redemption” happened to be on TV. So I watched a bit of it for the umpteenth time. One scene jumped out as particularly relevant to what I was working on. I couldn’t find a way [...]
Notes from the Online Community Unconference East 2010
February 11, 2010
Posted in Best Practices, Social Media Industry, Social Media Trends
This week’s snow storm in New York City only marginally hampered this week’s Online Community Unconference East 2010 (OCUE10), a one-day event run by Forum One Communications. With a nod to local commuters, the program ended an hour early, although quite a few attendees were stuck in New York for the night due to rail and air cancellations.
Do You Use Social Media? Guess What…You’re a System Administrator
February 9, 2010
Posted in Best Practices, Social Media Industry, Social Media Trends
As the Internet has enabled more and more of us not only to be Content Consumers, but also Content Creators and Publishers (the simplicity of blogging laid a lot the groundwork for this), the natural evolution has been for us to have control over this content as well.
It’s Not About You: Where Organizations Miss the Boat on Social Media
February 4, 2010
Posted in Best Practices, Social Media Industry, Social Media Trends
By Matthew Lees
Way back when (in the 80’s, perhaps?) I remember watching a stand-up comedian do a funny and perceptive routine on how magazine titles had changed over the years to reflect important changes in society. I’m paraphrasing — the old memory chips aren’t as good as they used to be — but here’s the [...]
Having an Impact
February 2, 2010
Posted in Social Media Industry
I must admit that I’ve always liked the word “impact.” In just two short syllables it conveys significance and manages to be somewhat onomatopoetic. It both sounds like, and makes you think that, something important is happening.
Welcome to our Special Guest Blogger Matthew Lees
February 1, 2010
Posted in Best Practices, Social Media Industry, Social Media Trends
I grew up watching television shows where each week there was a “Special Guest Star” on an episode each week. These guests provided a little extra to the show each week. Think of all the villains on Batman for example or the Brat Pack on “Vegas” or the vacationers on Fantasy Island…
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Impact Interactions helps you succeed in using social media to build stronger business value through interactions with your customers, prospects, and members. We've helped many leading organizations like Cisco, SAP, NetApp, AARP, Intel, The American Chemical Society, and others realize measurable results using online communities and social media tools like Twitter, Facebook, and LinkedIn. Contact us to learn how our experience can help you succeed!Categories
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online community benchmarks Metrics online facilitation video uploads Web Strategy online trust Success Metrics online community Twitter customer communities myspace Web 2.0 social media tools social media Return on Investment Linden Labs b2b communities Management & Moderation online community reporting Best Practices online community strategy social networks Web Metrics facebook interactive strategy online community ROI online moderation online community best practices online marketing online community managementRecent Comments
- MatthewLees commented on Goodbye Call Center, Hello People Power – The giffgaff Experiment "Robbie and Vincent – Thanks for chiming in with some perspective directly from giffgaff. In particular, I’m glad you (Robbie) pointed..."
- Vincent Boon commented on Goodbye Call Center, Hello People Power – The giffgaff Experiment "Hi Matthew, I thought I’d wave at you from overseas, I’m Vincent, the community Manager at giffgaff (which, btw, is no longer living with the..."
- Robbie commented on Goodbye Call Center, Hello People Power – The giffgaff Experiment "Hi Matthew, thanks for the interest in giffgaff and the very fair assessment of what we’re tryng to do. I’m Head of Member Experience for..."