Thanks for the kind words. Yes, I do see a difference between consumer conversational engagement with social media vs. business-to-business, even though people are people and both deserve an equally respectful interaction, willingness to help or converse, and being intellectually honest and forthright.

The former is one where a community manager just never knows the level of knowledge, education or understanding someone has with a given product or service from the company or organization that employs a given community manager.

IMHO, the latter is usually “easier” when it comes to conversing online since making assumptions about someones industry expertise is simpler: if they’re in a role that would require an obvious education level or skill set, it’s likely that the ‘conversation’ will occur at a higher level in most cases.

Great post. Given I work the inside track for a large industrial company, do you see a difference for corporations which have a consumer versus an industrial focus?

Rich

One of the great strengths an online community manager can bring to the table – is a strong knowledge of customer service.

I credit all the trench jobs I’ve had in the past – they have provided me the skills to reach out and help those in the community I moderate.

Great post! One of the challenges we face is explaining to clients why their community manager needs to look beyond its own borders. Our customers are typically Fortune 1000 brands, and the communities we build and manage for them are usually located on their own domain.

But as you mention above, there are other social networks galore, such as Facebook, Twitter, Ning, etc. where customers and potential customers roam., A community manager who’s only focused on the single branded community is certainly missing scores of opportunities to engage important sectors of their community/customer base.

Bryan Person | @BryanPerson
LiveWorld

I’m in the process of launching my new site making it easier to find info:
http://communitystrategist.com
And my updated About page is here:
http://communitystrategist.net/about

And I know your cohorts at Minnov8! Graeme, Phil & Garrick are awesome! Graeme & I spent some time together at Defrag 08 in Denver.