Table of Contents

Foreword by Peter Shankman, of Help a Reporter Out (HARO)

Section 1 -  The Basics

Chapter 1: If you build it will they come?

  • Why communities fail
  • What is a community manager
  • Beyond the “role”
  • You can’t force community

Chapter 2: User participation and the 90-9-1 principle

  • What community managers think of the “principle”

Chapter 3: The road to engagement

  • You’ve got what it takes

Section 2 -  The Rules

Chapter 4: Stroke a few egos

  • Get to know the community

Chapter 5: Don’t be pushy

  • Missed opportunities

Chapter 6: Provide really useful information and

content

  • What constitutes useful?

Chapter 7: Ask questions

  • What questions should I ask?

Chapter 8: Use your influence

  • Influencers in action

Chapter 9: Pour on the compliments

Chapter 10: Know the culture and respect it

Chapter 11: Complain

Chapter 12: Make it personal

Chapter 13: Seek expert advice and opinions

Chapter 14: Ask for help

Chapter 15: Accept and respond to criticism

  • How others respond to negative feedback and criticism

Chapter 16: Make small talk

Chapter 17 Tune out troublemakers

  • Know when to get tough

Chapter 18: Showcase and acknowledge good work

Chapter 19: Don’t try to please everyone

Chapter 20: Manage expectations

Chapter 21: Realize your work is never done

About the Author

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