Online communities can be chaotic places. The anonymity and instant communications sometimes add up to situations where decorum gets thrown out the window. But of course, the internet is all about sharing information and freedom of communication. When you run a community, it can be tough to decide where to become the police, and where to let people express themselves.

The San Francisco Chronicle gives us a look inside the inner workings of online community management, with a profile of Heather Champ, Director of Community at

$15 provides access to this article and every case-study, interview, and analysis piece that we publish for the next 30 days. Our Premium Subscription also provides access to a database of over 100,000 articles on innovation in brand, customer, and retail experience.
Already a subscriber? Log in