56 billion pv+7.3 billion users, Single-digit team Reddit is how to do it?

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As the world's leading community news and social networking site, Reddit in 2013 has 730 million independent users, 56 billion PV, users throughout the world 186 countries. With such a large number of user groups and visits, many people may think that their community management team is certainly very large. But surprisingly, the team remained in single-digit numbers! So, how did Reddit do it? Reddit, general manager and former community administrator Erik Martin, shared his experience in operational management. Then I look at the dark Horse.

Staring at time

"It is important not to spend time on the users of minority groups, even if they have the loudest objections," he said. ”

"When people feel that things are not moving in their favor, they will express their dissatisfaction in an unconventional way." ”

The so-called tune, we can not do everything in every way, conflict is inevitable. Community as a customer service center, we can not do "nice", and try to please all users. What we do is try. Especially for complaints, user interface changes caused by the same problems, we must learn to use micro-operation to ensure that the community to operate on the right path. So, what is micro-operation?

1. Always be friendly and courteous, regardless of community size.

Through the rich communication way to show people the product or service humanized design. We should accept and improve the opinions that are beneficial to goodwill.

2. Quick Response.

This is not to ask us to answer all the questions, but according to the customer to ask the general characteristics of the problem, do a good job knowledge base management, feedback information base management. For example, Help Center, FAQ, or configure a moderator for the community like Reddit. We can also open more channels of communication according to the actual situation.

3. Resonate.

Do not point out the user's errors or ridiculous actions to your face. We need to change our thinking and communicate with our users and let them know that we understand them. Remember, listening is the most powerful resonance generator.

"Sometimes people just want someone on the other side to listen to them. ”

Therefore, "people-oriented" is the first example of Reddit etiquette norms. So we have to think about the interests of the majority and not just spend too much time on one of the discussion groups. We have to stare at time to do things.

Try a bird's-eye view

Every day I try to discover new things from Reddit. ”

When Martin is caught by something special or interesting, he tries to share it with other community administrators and even the entire company. If there is a need for further follow-up, he will be recorded in his personal notes.

On one occasion, Martin discovered a map of the Swedish community, and if a city's communities were located on a map, the area would be marked by a single point. When he visited the page again during the holiday, he found that the mark point was replaced by Christmas decorations. This may sound a cute trick, but Martin gets two points from it:

1. User customization.

"I've never seen such a map. This is something to be proud of. With the benign development of endogenous extension, more and more communities will build their own communities with their own characteristics. This is very development potential, so we have to give users more tools to achieve it. ”

2. Return visit and return visit.

We may forget about things that are out of date or over gas. But one more visit, you may find more than one harvest. Because things are developing, perhaps the original idea or topic could not be made, but a few years later when we look back at it, we may have different views.

Despite his limited personal energy, Martin still insists on keeping in touch with community moderators by email or comment, encouraging them to continue to do well. In particular, a good moderator, he will use this as an example to motivate other moderators to follow the progress.

Don't overdo it.

The second big mistake for community managers is to develop too many guidelines to regulate communication with users, especially when they are first established, and daily changes are commonplace. People will then ask different questions, but in any case, remember that it's important to believe in personal intuition.

"As a community manager, it is impossible to work out a lasting plan perfectly." Therefore, we must first believe that we can do well. Whether it's right or wrong, we can learn something new from it. No matter what, please don't put it on the shelf. "The best community managers are committed to reading and listening to the needs of their users every day, thinking about what their users want, and the urgency of their users."

When people hear the word intuition, the first reaction is that it is innate. But Martin disagreed. He believes that intuition comes from practice and time accumulation. In particular, as a community manager, every week there are countless communication opportunities, it is possible to develop a sixth sense to quickly perceive the needs of users, become the user's bosom friend.

Four, put down the posture

Martin was the first to admit that he was not very good at handling and accepting the wrong people. Human nature is the attempt to conceal personal error. But in the community, what we do and do will be noticed, and even some hard members, so we have to accept and admit every sudden accident, each mistake choice, each wrong decision.

"Emotional elasticity is the most necessary ability to develop." It's the only way you can keep moving forward. In the smooth sailing to put down the body, in the absolute adversity should be put down. ”

"If we make a big mistake, the good thing is that it's often handled and repaired quickly," he said. For example, Reddit once in the moderator's comment module, after its name appended a special icon to distinguish moderator identity. Some moderators feel that they are not adaptable, which has caused a wide buzz. Soon, after 15 minutes on the line, change this to an optional setting to avoid a larger impact.

When you encounter a problem, the most wrong way to deal with it is to get into a dead end. Don't blame yourself too much, and in most cases users will soon forget the mistakes we've made. But if you have a grudge, the user is also unable to let go, it is our mistakes that led to the prolonged unpleasant experience.

V. Identify the real thorn head

"We find that not everyone is dedicated to finding fault," he said. Some users, especially new users, are unfamiliar with the operation or regulations and cause misunderstanding. "In other words, such a primary" prick "is part of the community's assets. As long as we sternly, they will soon know the right way, and may eventually become ceremonial ambassadors.

If we have less luck, we will not be able to prevent some users from distributing spam, spoofing information and incorrect content. This requires a different approach-suspension of use. In Reddit, with the help of moderators, it has opened up a sub community to identify users who distribute inappropriate content, whether new users or single postings. This may be a Reddit feature, but other online communities will allow experienced or influential users to help deal with similar problems.

Vi. attaching importance to offline communication

Martin feels that the most important thing to learn is not to be replaced by face-to-face communication. He advises community managers to do their best to come down to the line to meet with their members. While this is a huge challenge, you may have run into Martin in different cities or countries.

"People are happy to share the big things in life-perhaps finding a roommate, perhaps finding a partner, or finding a job," he said. ”

What we are seeking is not the customer's viscosity to our products or services? Admittedly, not every online community can be an important part of people's lives, but offline communication is still worth the effort of a manager.

Don't indulge in data

When many online sites indulge in data-telling, Reddit is treated with a normal heart. Martin believes that data is an aid, but not a guide to decision making.

"Community managers have limited energy and data can help broaden their horizons," he said. We will focus on topics that are unusual or have a tendency to determine if anything is happening and need to be addressed. ”

In the Indian 3721.html ">2014 election, Reddit found a few weeks of traffic anomalies, which attracted the attention of the Community team. "We did not immediately take any special measures to deal with the situation. In fact, this is an all-time high for India's plate activity, so we want to open up the market and see what people here care about. This anomaly data suggests that this is a good time to intervene. Martin said.

"The important point is that data cannot be a substitute for our intuition, especially when it comes to things that are important to the community." We should learn to jump out of the data and not be led by it. ”

Let the Natural

"For those who value me, I will attach equal importance to him, and to those who are indifferent to me, I will take it naturally." ”

"Good managers will be appropriate to leave room for Community regulations." This is a space for us to express our opinions to our users, so we can avoid unnecessary disputes. ”

As long as we communicate with others, maintain a courteous, professional attitude, reasonable allocation of time, we may be at work to reduce unnecessary trouble. Reddit's way of success is to be a place where people express their feelings, show individuals, and share interesting things. These are positive things that deserve encouragement. Resonates, and there is a consensus that brings people closer together.

I don't know how to parachute, but a lot of people will. So Reddit will set up a parachute-themed community and let the parachuting people share the fun with others. If people look at the world through a new perspective on your product or platform, how would you celebrate or repay it? That's your business. The