How to: Writing e-mails

EmailGuideWriting e-mails seems the easiest thing in the world, but all of us have faced the issue of e-mails: that were not of interest for you, that did not clearly state what they’re about, that “bring you in the loop” of an 20 e-mail long ongoing conversation.

This is time consuming.

And time = money.

Remember: e-mails have goals

  • fast to read & easy to understand
  • transfer all tasks and information without misunderstandings
  • once archived easy to find again in case something needs to be looked up

There are a few easy things you should follow when you send / reply to / forward mails.

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5 Things absolutely not to say in a Community

5 things not to in a communityToday I’d like to write a small advice from a CM to users

There are things you should not, under no circumstances write in a community. No matter how upset you are, how high your rage level is, there are some things that will get you instantly banned – or worst case imprisoned.

It does not matter that you “don’t mean these things”, that you were “not serious” or “just kidding” or that you think you are anonymous. There are things that will never be funny and that will be taken serious, no matter the intention of the person that wrote it.

The following 5 things are all things that I’ve read several times during my time in Community Management so far, ordered by observed frequency.

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Don’t feed the trolls – enchant them!

or “How to communicate with difficult users

Enchant TrollsA few introducing words

Trolls are nasty little things that live in the internet. Once upon a time, before I started working as a CM, I even was a troll myself. And oh how I enjoyed it!

I worte it a long time ago and used it at work to train other CMs as well as volunteers in that special forum moderation job, most found it helpful so I decided to finally publish it, as intended, on my blog.

We all know topics like “Telling the Truth about XYZ” or “How our Game is destroyed” etc. Most of them are difficult to handle, written by intelligent people that know well how language works and who will find other users following their words, even though what they write may not include any truth at all.

This is a small guide about how to communicate with difficult users and how to work with them. A user like this may be a burden at the beginning, but if you’re working with and not against them, they will become important members of your community that give constructive feedback and suggestions.

Many things written down here will seem to be obvious, still one often forgets to act according to these communication rules and tools.

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