Rule: Answer the pointless questions

As a community manager, you’re on the front lines. Assuming you’re doing things right and opening up the lines of communication, you have questions coming at you all the time.

Sometimes these questions are regarding major issues, but most of the time the questions you’ll get are minor. Well, minor to you and your colleagues, but important to the community member.

It’s easy to blow off these minor questions as "irrelevant". But in many ways, answering the minor questions is as important as dealing with the big issues.

Everyone expects you to be there when something big goes down. To not deal with the big issues is nearly negligent. But how many companies respond one-on-one to the small questions? Not that many – which is why it’s such a big boost to your company if you do.