“People express themselves much more often when things are going wrong.” This is where community management can be a lot like customer service. And the ones who don’t seem to be are often just angry at something else going on in their world. “Just remember, most people are reasonable. You have a lot more people that you’re serving on a regular basis,” he says. “You can’t panic when a certain contingent of people is very loud and angry. So you have to be prepared for some of them to be upset every time you tweak the product, or send a mass email, or change the look or feel of any part of their experience. People will feel very strongly about your product, no matter what it is. “It’s so important to not waste your time on a small minority of users, even if they're very vocal,” he says. They have to take macro actions to steer the community in the right direction. There’s no way he or his team can respond to every fire, complaint, or unpleasant exchange on the platform. The latter is what he’s dealing with, and as a result, has become very stringent about how he allocates his time and attention. Depending on the stage of your company, you may have hundreds of users for every one community professional. The number one piece of advice Martin has for community managers: Be very thoughtful about where you invest your time.
MORE SITES LIKE REDDIT HOW TO
How can you make your company's community feel so connected? Heard? Engaged? In this exclusive First Round Review interview, Reddit’s General Manager and former Community Manager Erik Martin shatters assumptions and talks about how to win by making community management more about the heart than the mind. And yet, the millions of people who post, observe, and return day after day have enshrined it as a sacred part of their lives. What you’d find is a human approach that relies more on intuition than numbers. You’d expect a sophisticated big data machine. Given the sheer volume, you’d expect the community team to be huge, but it’s still in the single digits. It’s sparked fiery debates in the media over what the internet should and shouldn’t be. It’s given birth to international movements.
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It’s also known as one of the most engaged, vocal and opinionated communities on the web.
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Reddit is considered one of the world’s leading news and social sites, with over 5.5 billion pages served to over 100 million unique visitors spanning 186 countries.