Building Authentic Communities: Lessons from a Decade of Community Management

In today's hyper-connected world, the concept of community has evolved, yet its core essence remains the same: fostering genuine human connections. For over a decade, I’ve had the privilege of building and nurturing communities for various organizations, from startups to established tech companies to passion projects. Through this journey, I've learned valuable lessons about what it takes to create a thriving, authentic community.

What does it mean to build an authentic community?

It's about creating a space where members feel seen, heard, and valued.

This goes beyond simply gathering a group of people; it involves cultivating a sense of belonging and shared purpose. Over the years, I've found that the key to authenticity lies in transparency, empathy, and consistent engagement.

One of the most important lessons I've learned is the power of listening.

Community management isn't about broadcasting messages; it's about creating a dialogue. Whether it was at Reforge, CreativeLive, Salesforce, or SFTech4Good, I made it a priority to actively listen to community members' feedback, concerns, and ideas. This not only helped me understand their needs, but it also made them feel like active participants in shaping the community.

Another crucial element is establishing clear guidelines and values.

A strong community is built on mutual respect and a shared understanding of acceptable behavior. I remember being on a community team for a big company where there was no code of conduct or mission statement. I took the initiative to write their first one, and I’m happy to say they continued it after I left. (That was a contract role.) Guidelines can be developed collaboratively with community members to ensure they reflect the community's values and foster a safe, inclusive environment. However, you can also create them internally, recognizing that these guidelines are living documents that will evolve and change as the community does. Having a framework in place from the start ensures you’re not scrambling when issues arise, making enforcement easier. Consistent enforcement is crucial for maintaining trust and preventing negativity from derailing the community's purpose.

Engagement is also key.

It's not enough to simply create a community space; you need to actively engage with members and create a space where they can engage with each other. This can take many forms, such as hosting regular events, facilitating discussions, creating valuable content, and recognizing member contributions. When I was at Reforge, I made a point of solving problems publicly in our support channel, unless it involved personal information. Over time, it was rewarding to see community members taking care of issues on their own, fostering a sense of collective responsibility.

Building an authentic community is an ongoing process. It requires continuous effort, adaptation, and a genuine commitment to serving the needs of its members. By prioritizing transparency, empathy, and engagement, you can create a community where members feel valued, connected, and inspired to contribute their best selves.

Have any stories about communities you've been a part of or have managed that reflect some of these lessons? I'd love to hear them!