Community Management done right.
Jan 16th, 2009 by Kris
Thanks goes to Martin Reed for pointing this out. “Responsible community management is well demonstrated with a meaningful apology when required.”
http://www.hulu.com/its-always-sunny-in-philadelphia
This is an amazing example of how it should be done. Acknowledging the users requests as reasonable and valid. Taking the blame and admitting you goofed up. Learning from your mistakes and striving not to do it again.
CEO Jason Kilar understands that Hulu could have the greatest content on the internet, but it would be nothing if there weren’t users there to watch it. Community can make or break a site. Show them you don’t care and they’ll move on to someone who does. The internet magnifies The Rule of 10 exponentially.
The thing I hear most often from users is “It’s not what you do, it’s how you do it.” They WANT to know. They want to be in the loop. They want to be given a heads up before changes take place. They’re not as dumb as you think. They understand that life happens, and that business decisions have to be made. They just want to hear that you’re thinking about them when it does.
If you don’t the bloggers, the tweeters, the forum users will take it and snowball it into a far bigger issue than you imagined.
Kudos to Hulu.
