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Ness Labs: Make the most of your mind
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What to Learn from the Man Who Managed Reddit's Community of Millions

First Round Review
First Round Review
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Reddit’s General Manager and former Community Manager Erik Martin talks about how to win by making community management more about the heart than the mind.

  • Be very thoughtful about where you invest your time.
  • Be kind and courteous in communications big and small.
  • Be responsive and recognize patterns of feedback.
  • Be empathetic.
  • Cultivate as broad a range of knowledge as possible.
  • Customization is key.
  • Tread and retread.
  • Encourage a strong peer network to breed efficiency and incentivize people to come back and engage on the site.
  • Learn to trust your own instincts.
  • Commit to reading and listening in all day long to see what users care about.
  • Acknowledge every accident, every wrong choice, every wrong decision you make.
  • Cultivate emotional resilience.
  • Be excited to be learning about people.
  • Data should supplement rather than guide decision making.
  • Everything that makes your users human is positive because there is a basis for empathy which bridges into common understanding.
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