Joe Cothrel's Tumblr

Thanks, guys.  Mark, I agree that PM (private messaging) exchanges between community managers and members are an important part of “showing up,” particularly for those 1% of users who are most active.   A lot of CMs experience the downside you describe too - users who will simply PM you for the techical assistance the should be getting from their peers in the forums.  Most of them compose a standard text block explaining why they can’t address individual questions and referring them to the…