A week ago, I was writing a blog about my role as a Community Manager and got inspired to write this. I wondered how many new community managers wonder if they’re doing it right, and I know I question myself from time to time. The journey of being a Community Manager is unique and can be difficult at times. After thinking about this, I realized I know some amazing community managers, and I’ve learned a few things I want to share. So I reached out to them and was able to get the best insights and suggestions that helped us along the way. After talking to Magdalena Madrigal and Supriya Mazumdar, it was clear there was gold in all of our experiences. Our goal with offering our thoughts is to empower you to feel more comfortable and confident in your role as a community manager. 

Give everyone a voice

We want everyone to have the same opportunity to have equity in the conversation and to be a part of the community and the work everyone’s doing as a collective. 

“The best way to be more inclusive is to stop using jargon and stop assuming everyone has the same knowledge.” Supriya hit the nail right on the head with this statement. Each community is like a fingerprint; it’s one of a kind. Each and every community member makes up a swirl of this fingerprint, joining you from a different part of the world, level of education, or work experience. Having members with diverse backgrounds builds differing views, which opens the door for dialogue and learning a new perspective. 

Our goal is to inhibit moments of gatekeeping. Examples of gatekeeping can be using jargon, demeaning others due to unrealistic standards, or creating a space where others feel unsafe to express their opinion. If we as community managers ignore or devalue moments like this we are encouraging unacceptable behavior. There will be moments, in your community, when thoughts are dismissed by other community members. That’s where we step in to empower all members to have a voice. The last thing we want to do is create roadblocks for building connections and making the community not welcoming for all. 

We want to build a space or opportunity for expression. One of the ways to do that is by making sure you have a Code of Conduct (CoC). You can update it to be informative and inclusive. I recently updated Atomic Red Team’s Contributor Covenant Code of Conduct and found some great examples of other CoCs that helped me with the verbiage and structure. A few of the sites that really helped were Tech Ladies, Uplift, Internet Society, and Geek Feminism. We need to be advocates or allies for those experiencing gatekeeping and empower all members to be a part of the conversation. 

Be an Engagement Firefighter

Community managers want to see community members interacting with us, whether digitally (social or chat channels) or physically (at meet-ups or conferences). We want to see engagement. Magdalena couldn’t have said it better: “Engagement is one of the most important things to keep a community alive. I am constantly engaging with my community like a huge firehose. It’s like I am an engagement firefighter.” 

Engagement isn’t only about having conversations but making sure everyone is contributing to the cause or project. Writing informative content, sending out monthly newsletters, and making exciting events are also ways to get your community members excited about the work you all are doing. We are not here to monitor the conversation; we are a part of it and should provide resources for everyone to use. This helps us learn how people are collaborating, how we can make their experience better, and how to continue the momentum for your project. You can follow up with this by using tools like Sprout or Hootsuite, which provide you with sharing insights about what your community is talking about. 

Let’s get some data

“It is a capital mistake to theorize before one has data.” – Sherlock Holmes

Data is vital for many professionals, regardless of their role. We all have to measure our success—it’s what shows our growth. Determining what type of information to collect varies. For some, it’s purely quantitative numbers. For others it’s mainly qualitative; for community managers, it’s a balance between both. We tend to focus on growing (quantitative) and nurturing (qualitative) our communities. Most community managers want to be mindful of not only managing our goals but also monitoring the health of our communities. For us, ensuring our community members feel valued and heard is a top priority (most times we care more about this than hitting numbers). 

Like Supriya said, “I am focused on making sure all people (from all sorts of backgrounds) feel welcomed.” To do that we need to listen to our community by performing surveys, reaching out to community members, and analyzing previous data. Previous data can be tracking subscribers on your newsletters, chat communities (for my tech peeps via Slack, Stack Overflow, or Reddit), or social platforms. There are times when previous data isn’t available to you and that’s okay. 

If you are dealing with a dearth of data: Try to find communities (preferably more than one) that are similar to yours. Now some of you may be thinking, “well my project is like no other.” I feel you on that. I have experience with completely different and innovative projects. But the trick is even though projects can differ, there’s always a connection. You find what bridges you to other communities. For example, Atomic Red Team is a fun, unique, and inventive project but we have a link to other communities: cybersecurity or information security. This gave me the opportunity to meet (and learn from) Supriya, and ask them questions. Now here’s the secret gem and sometimes a scary thing to do. Reach out to the community managers of those communities for help. I am not sure if it’s because of what we do, but most if not all community managers I have met are helpful and willing to share their insights. Learning the tools or social platforms they use will help to possibly create things similar so you can start collecting data. And see how they interact with their community. Do they ask community members to fill out surveys or leave comments on certain content? 

Once we start gathering all the information we need we can begin creating goals and key performance indicators for ourselves and the community. This will help us to learn if we are on track, learn how our community is impacted by holidays, or how to move toward the next quarter. If you’re like me, analyzing data and crunching numbers is not your strong suit. Even when doing simple addition, I feel like I look like the scene from The Hangover when Zach Galifianakis is in the casino figuring out all the math in his head. And that’s fine, we are not all meant to be math whizzes, but we all can improve our skills with analyzing. If you can relate, I recommend this professional certificate from Google on Data Analytics from Coursera. It’s a lifesaver, helping me to learn how to level up analyzing data.

You’re qualified—and this takes time.

How many of us fall into the trap of should I be here? How can I give this community all it needs? Am I qualified for this? And the answer is yes, you are. Like Magda said, “Community is the backbone of so many things. It’s a tough job that doesn’t get enough credit but is needed everywhere.” 

Our role is so important not only for the help and care we give to our community but also for the company we work for. That can feel like a lot of weight but also your company, your hiring manager, the others that interviewed you wouldn’t have given you this opportunity if they didn’t see a light in you. It takes courage and patience to thrive in this role. Over time you will learn so much about your community and how you fit into everything. You just have to keep your ear to the ground and continue on the journey.

Whether you’re a new community manager or have been in this for a while I hope this blog helps you to feel at ease and know we’re all in the same boat. We are all still learning each and every day no matter our experience levels. Another reminder is that we all bring so much to the table and to our community. We share our light and empower others so much. One thing that I love about my company, Red Canary, is that we thrive to be “kind and authentic.” These two traits are something I believe most if not all community managers have. By sharing your light, being you, and being patient, you will see how your growth may start slow but will become exponential. Remember: data is important but personal experiences in the community are just as valuable. Continue to shine and make your mark. 

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Entering the tech space was exciting and scary in the same breath. I saw intricacy in the implementations and products my company (and community) conceptualized daily, it was inspiring. How can you not admire all the moving parts and the time people invest in creating unique resolutions for the web? My only question was, how do I fit into this community? I kept feeling like I am not “technical,” and I don’t understand code, so can I even help. Perhaps you or someone close to you has felt this way. 

I notice there’s always a conversation about technical and non-technical. Using the term technical creates an instant separation between developers/engineers and all other roles. While it’s likely not the intention to use the word in that way, those with new, fresh ideas willing to join the community can feel isolated. As I approach one year as a core member of the Solid Community, it has been an honor to see how the community has grown and elevated. Over the last few months, I’ve been able to reflect on all the people who could join this space to expand the community and what the future of Solid entails outside of traditional engineering and developer roles. Here are some roles that our community can use right now.

UX/UI Designers

Alrighty, so you’re a user experience (UX) or user interface (UI) designer. You’re so vital to helping build Solid. Why, may you ask? You see applications and software from a different lens. You create an experience that invites and welcomes people into a new and innovative space. It opens the door for everyday people to see the ease in what Solid does while also giving them their data back.

Communications

If you’re not communicating, there’s an issue, and we need all of it in a new community. Whether it’s a start-up, organization, or an individual building on Solid, they may need someone to help them with their communications. There are so many avenues to help, like drafting social promotion, creating a communication strategy, or email marketing. Also, as a collective, the more we work on getting the message out of the promise of Solid, the more we grow our community.

Graphic Designers

Who’s going to design the promotions, infographics, or additional content? Well, no other than the graphic designer. You have the capability of turning people’s ideas into something visual. We need that more than ever to share what our community is all about outside of Solid. To me, that’s pretty cool. 

Copy Writers

Copywriting guides serve as the daily lifeline for our developers and engineers. Are you a wiz at copywriting? We need you in the community. Solid has so many people building and implementing all day, every day; it’s astounding. Copywriters can clarify and simplify the information for everyday people or the most seasoned engineer, all in the same text. 

Software Testers

Alrighty, each day, a new application or software pops up in Solid. That’s pretty exciting, but if there aren’t enough people testing out the software to help point out bugs or provide feedback, many of these applications and software can’t reach their full potential. 

Honestly, we want you!

No matter who you are, we welcome you to check out our community. Even though I mentioned a few roles, I think it’s safe to say these aren’t the only opportunities around. So, you want to join the movement and curious how? Here are two ways you can get involved. One way is to submit a post to the Solid Forum explaining your area expertise, whether you’re looking for a full-time or volunteer opportunity, and interests. Another way is to reach out to The Solid Project at info@solidproject.org, and the Solid Team can help you join the community.

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Most colonized countries, including the United States, were created on broken foundations. Those most likely to reap the benefits grew up with an abstract privilege based on generational prejudices, appropriating cultures, and superiority complexes. These aspects have continuously shaped the inequality we see in underrepresented groups. We see the inequality spill over into different facets of life, from legislation to digital likeness. And now more than ever, we know how this negatively affects all countries alike. Those who most need their voices heard have been silenced. The first few days into 2021, the US (my home) showed us all on a global scale just how far these privileges can go. The same people showing insensitivity for people who may be different were the same people wanting sympathy. For the general public, this evoked mistrust and anger, making it difficult to see hope in our system. Especially if you’re part of an underrepresented group, it’s clear to see we can no longer stand on this old framework. It’s full of fractured norms and discriminatory processes, and this calls for change. The year is beginning to shift in a positive direction. Globally we are seeing more people having a voice. For years we have seen those fighting for justice. I believe we are stepping into the next era of change for equality and inclusivity. And today, I wish to share one of those efforts, and that’s helping Sir Tim Berners-Lee fix the World Wide Web. 

What if I told you how we see the web today is not how it was intended? Yes, you read that correctly, and spoiler alert, it’s not! What if I also told you the creator of the World Wide Web, Sir Tim Berners-Lee, envisioned it to be a place for everyone from individuals to prominent enterprises to have an equal voice? Well, surprise, he did! And before I go on, and this gets heavy, I want to make a statement. The web might not be where we want it, but there are great qualities about it, from creating support chats for minority groups to being a platform to call out injustice on an international scale. 

Nonetheless, change must happen. For decades large corporations have been controlling your data, and it fuels their digital empire. In theory, the data they possess is the digital you. The transactions, conversations, and movements you make on the web are being tracked and gathered to make a digital version of you. All the data collected is typically sold off from large corporations to third parties to create an algorithmic idea of who you are. Instead of going to the source, that being you, these large companies thought they should go to a computer to create you. And the problem is the executives running these companies are mainly from centralized, typically privileged, and non-diverse backgrounds. Their privilege in this data space is similar to our societal framework, and it’s broken. And for years, this was the norm. Until recently, we started seeing the truth. These large corporations collected our data and took it too far from data manipulation, facial recognition leading to false arrests, digital/social polarization, and search engines tracking you even in your incognito windows. All of this was creating a digital space that was no longer for everyone. The problem, like many, was beginning to be noticeable. Luckily, conversations were sparked about making a change, stopping this norm, and decentralizing the web a little over three years ago. Starting this movement meant bringing the voice back to all people, not the large corporations. Berners-Lee decided to revision the web back to his true intentions by creating Solid. 

Solid is an open-source standard that is accessible or editable by anyone on the existing web. Meaning anyone can start building or be a part of the community without limitations, money, or status. Many people making decisions and benefiting from the web now come from centralized, mainly non-diverse corporations and similar backgrounds. Most of these individuals don’t necessarily think about or know how to have your best interests or needs in mind. So to have your voice heard would be vital. It’s also interoperable, meaning that all clients will be compatible with all servers. You won’t have to worry about millions of logins or changing the specs for your application to work with each server. Which I know can be nice. And lastly, and the most important note of all, is it gives us control of our data. We can allow access to our data or take it back at any time. Regaining control goes back to what we mentioned before about creating your identity instead of an AI. Humans are very complex and have many sides. Not every company, group, or person needs to see every side of you. That should be up to you to discover, control, and form. This is also good news to developers who get the chance to build an application without worrying about the back end. Solid gives us the opportunity to develop the tools and services we need to live harmoniously. 

For the last three years, Solid’s been in the incubation stage (constant work on the framework and specifications). The foundation for sound applications and a positive user experience is almost complete. Meaning right now is the time for developers, beta testers for various applications, or those interested in learning more about the community. If you are interested in building a web application, you should check out the Solid documentation. It will help to check out the Solid website and sign up now to create your pod. There are also applications you can try; Inrupt has a Solid app listing you can check out. And lastly, to join the community, you can check out the Solid forum, join us for Solid World, or read the This Month in Solid newsletter. Solid is an ecosystem, and a one-stop-shop where everyone has a place to speak, be acknowledged, and work asynchronously. 

With a decentralized web, everyone has a voice and gets value out of control over their data. We no longer have to watch large corporations run the web. We can reclaim it for ourselves. This is ours. Why are we letting a company or AI create our world!? The more we begin to realize this, our digital world is bound to change. It’s better to be proactive than reactive. We all can make an effort for inclusivity for people in the digital and physical world. It can no longer be acceptable to sit idly by and not assist in the betterment of others. So many people are forced into boxes, stripped away from creating an identity for themselves. It’s time to open the doors to new opportunities for all of us, As a collective. Today is the day you start your journey on the new take of the web. On Solid.

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