EqualityWe don't necessarily discriminate. We simply exclude certain types of birds.

Troublemakers and the Velvet Glove

Every community should have written community guidelines. If you don’t have any, you could start with the communtiy guidelines of 43Things.com, because they are friendly and well-written. Consider inviting your members to make suggestions about how to improve your community guidelines.  Consistency and kindness are key to improving relationships.

Part of community management is keeping your website free of trouble-makers and offensive content. The trick is to strike a balance between order and openness. Stay active and lead by example. Most people will follow your lead. But when you do run into someone who’s acting like a jerk, speak with them as quickly and as nicely as possible. Tell them what they did wrong and why its something you don’t allow, but make sure to keep your tone courteous and professional.

The most successful communities are single-mindedly committed to enforcing one rule: “Be Friendly.”

Lastly, don’t get defensive when members make negative comments. They’re going to do it somewhere, so it might as well be in your community. Allowing them to do it there indicates confidence, which members will respect. Although it is possible to moderate posts, we advise having at least one page where members can speak their mind, unmoderated.

Download CAI’s Best Practices Report – Community Harmony and Spirit

“Nothing will ever be attempted if all possible objections must first be overcome.”
– Samuel Johnson

When you encounter difficult people, do what I do. Try to imagine what would make you react this way. It helps me understand what might be the real issue under the hostility.

Send me your stories of staring into the face of adversity.