A Community Manager: Becoming the Community
Excerpts from The Art of Community, by Jono Bacon.
Our function as community leaders is to enable people to be the best they can in the community that they have chosen to be a part of. Our job is to help our community members achieve their greatest ambitions, and to help them work with other community members to realize not only their own personal goals, but the goals of the community itself.
Trust Is Everything
At the heart of this enablement is trust. Trust is a critical component in gaining the support and confidence of your community members. When trust vanishes, words and promises lose their meaning. When trust is present, words and promises flourish in a world where they have purpose and potential.
Trust, though, is not something you can learn. You are either trusted or you are not. As my father-in-law said to my family one evening over dinner, “Live your life honestly—if you don’t, you always have to remember to not be yourself.” His words teach an important lesson: when trust is implicit in every step you take, you can always be confident in the transparency and openness of your actions. This is the most important aspect of community leadership, and of life itself.
Part of the reason why trust is so critical is that, as a community leader, you want to be emotionally close to everyone in your community. You want everyone in that community to think of you as an accessible, approachable, sensitive person, and trust is required for any of these roles. People will approach you for advice, for guidance, to discuss personal issues, to handle conflict, and more. Many of these situations will be complex, and will require a significant level of sensitivity and confidence.
The Value of Listening
Part of achieving that sense of trust and confidence is having a firm foundation of understanding and patience. You should be aware right now that some people are going to frustrate you. Some people will be too quick to act and opine on a subject, and some will be too timid and reluctant to put their hands up. Some people will obsess about the wrong things and regularly produce what appears to be a tempest in a teacup.
But then again, some people will inspire you with their sense of responsibility, their ability to react to situations with grace and elegance, and their willingness to care for the community. As a community leader you will experience all sides of human nature, from strength and innovation to weakness and uncertainty. Whatever you hear from your community, you should endeavor to be the best listener that you can.
When you can demonstrate trust and the capability to listen, your community will develop respect for you. They will be there to listen to you, work with you, to stand side-by-side with you in your battles and become a large extended family that you can rely on. This respect has an important function in reinforcing belief in your community. When community members have responsive positive interactions with community leaders, it makes the community feel more inclusive, which generates belief and, importantly, belonging. Respect is a wonderful gift, and you should cherish it and protect it at all costs. Getting that respect back after you lose it is a near-impossible task.
Avoid Ego, or Others Will Avoid You
Just as the right kind of inspiration can cause lasting effects, wrong decisions and approaches can cause lasting damage.
The biggest risk that can face any community leader is excessive ego. Unfortunately, ego is something that plagues a lot of people who assume a form of leadership. (more…)



