Community is the new content, it’s said, and a community which supports you is the best defense against everything from reputation crises to economic downturns. How do you create a valuable community? Use the Trust Insights 9C Community Management Framework:

• Content: a vibrant community needs valuable content provided on a regular, frequent basis so that even lurkers get value from it.
• Conversation: one or more stewards or ambassadors needs to be starting conversations and asking questions regularly, partly to see where members’ heads are, and partly just to keep things active.
• Common Interest: a community can’t be everything to everyone. Have a focus.
• Caring: encourage through example caring for the members of the community, from acknowledging simple things like birthdays/anniversaries to dealing with individual crises.
• Connection: a community is more than the sum of the individuals. Work to connect members with each other and help them provide value to each other.
• Control: vigorously patrol and enforce your code of conduct, weeding out spammers and other bad actors.
• Concourse: choose a platform which allows for unrestricted interaction among the community. Avoid platforms like Facebook which have algorithms that hide your community.
• Cue: remind people on a regular basis that the community is waiting for them, from notifications to emails.
• Calibration: constantly measure and adjust efforts to keep the community vibrant.

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