"The Key to Successful Community Service: Insights from Ken Tsu on the Role of Community Managers"


Hatched by Glasp

Jul 26, 2023

3 min read


"The Key to Successful Community Service: Insights from Ken Tsu on the Role of Community Managers"


Community management is often compared to being a park manager, responsible for maintaining and nurturing the community. In this article, we will explore the importance of different communication styles, the categorization of communities, the significance of creating a sense of belonging, and the role of community managers in ensuring the success of community services.

  • 1. Communication Styles: Packet-Type and Grooming-Type

Communication can be categorized into two styles: packet-type and grooming-type. Packet-type communication focuses on the exchange of important information, while grooming-type communication involves creating a sense of connection and trust. Both forms of communication are crucial in building a successful community. Community managers should be aware of which style they want to encourage among users, as it impacts the overall dynamics and atmosphere of the community.

  • 2. Categorization of Communities: Theme-Based, People-Centric, and Content-Centric

Communities can be classified into three main categories: theme-based, people-centric, and content-centric. Theme-based communities revolve around specific interests or topics, such as parenting communities. People-centric communities prioritize the relationships and interactions between individuals, like online salons. Content-centric communities focus on sharing and discussing various forms of content, such as YouTube channels. Understanding the nature of the community is essential for effective community management.

  • 3. Creating a Sense of Belonging: Encouraging Participation and Establishing Uniqueness

Most communities initially struggle to gain traction and engagement. One important aspect is to foster a sense of "togetherness" or "belonging." Making participation accessible to everyone and establishing distinct characteristics that differentiate the community from external sources can enhance the sense of belonging. Specialized jargon or unique rituals can help members identify themselves as part of the community, promoting engagement and loyalty.

  • 4. Responding Promptly: The Importance of Speed in Communication

In the online community space, the speed of response is vital. Delayed replies can disrupt the flow of conversation and discourage active participation. Community managers should strive to maintain a reasonable response time to keep the conversation engaging and maintain the momentum of the community.

  • 5. Avoiding Dependence on Long-standing Members

Ironically, highly dedicated and contributing members can sometimes hinder the growth of a community. In online communities, there is often a lack of natural turnover, leading to the emergence of dominant figures who may eventually stifle innovation and creativity. Instead of restricting certain behaviors, it is crucial to create an environment where everyone feels valued and encouraged to contribute, while also preventing disruptive elements from detracting from the overall community experience.


Successful community service relies on effective communication, categorization, and the creation of a strong sense of belonging. Community managers play a vital role in nurturing and managing communities, much like park managers take care of public spaces. By understanding the different communication styles, categorizing communities appropriately, encouraging participation, and avoiding over-reliance on established members, community managers can pave the way for a thriving and engaging community experience.

Actionable Advice:

  • 1. Encourage a healthy balance between packet-type and grooming-type communication within your community. Ensure that important information is shared while fostering connections and trust among members.
  • 2. Understand the nature of your community and categorize it accordingly. Tailor your community management strategies to suit the specific needs and dynamics of the community.
  • 3. Strive to create a sense of belonging by making participation accessible, establishing unique characteristics, and encouraging active engagement.

Note: This long-form article is a combination of content from two different sources.

Hatch New Ideas with Glasp AI 🐣

Glasp AI allows you to hatch new ideas based on your curated content. Let's curate and create with Glasp AI :)