One of the challenges of running a successful discussion community is in accommodating the various flavours of people that form it. We all come with differing objectives, and site administrators and moderators strive to find a happy balance, an equilibrium in which the community can thrive.

Occasionally, however, that equilibrium becomes unbalanced. In a community such as this is, it can take the form of a mass shift in mood or objectives within the membership, or a lone voice. It can be a splinter group or a clumping of cliques. It is the job of a moderator to steer the community in such a way as to prevent fragmentation of the membership as much as is possible. However, as a community grows, its exposure to such unrest increases and splits occur.

We all must think of a community in the same kind of way that we think of any group of people. In my own case, I liken the growth of a community to that of a small hamlet as it progresses, over time, via village and then town, toward city. At each stage, there are different sets of issues and priorities which need to be understood and handled. If this doesn’t happen, the community either stalls or disintegrates. Much as can happen to a village when external and internal influences change its composition.

Singing from the same hymn sheet

At the root of community is purpose. In my mind, one of the things that marks a community from a random gathering is a sense of purpose or shared objectives. Without such a thing in place, whether it be to live in a pleasant location by a handy natural harbour, or to network amongst call centre decision makers worldwide, the need for purpose holds fast. We all need to be “Singing from the same hymn sheet“.

Taking CallCentreVoice as an example, we know that it was established with the objective of changing the industry for the better from within, by sharing knowledge and experience without commercial motivation. This hasn’t changed. Though that ‘village’ has progressed to ‘large town’, and its infrastructure has grown to cope, we can see that it’s vital to maintain focus on this same objective.

It is fair to say that a community is also a little like a sailing ship, insofar as it needs to be navigated and sailed with respect to its environment. Sea, wind, industry, technology - it’s all really the same thing at a grass-roots level: external influence. A community needs to be guided to ensure that it keeps ’sailing’ in the right direction, even if at times it is necessary to make adjustments to the course to take into account those external factors. It is not always an easy job, but it is always easier when the crew and passengers agree on the destination.

One of the great things about successful communities is the give and take; sharing some knowledge around is good for the industry at large, and furthers our stated aims. As it turns out with most communities, there are always those who are more vocal, those who are prolific, the sage-like personalities, the pranksters and the lurkers (amongst others). One of the most satisfying things I find is reading the many fine contributions from some extremely knowledgable and helpful people. To those people I am, as ever, extremely grateful as they do more than their fair share of making the community work. And, if those individuals ever find that it’s a largely one-way street, not to be disheartened. Take heart from the fact that you might well have made that vital difference to someone else; take heart from being able to share an idea, a concept, a method or even a vision; take heart from the feeling of giving.

We sail on, for our destination is good and just; we sail on, amidst the good and the bad weather; we sail on, for that is what we do.

Chins up, people!