One really interesting recent articles on Gamasutra recently regarding Community Management which are well worth a look at. "The Evolution Of Community Management" is an interesting recap of the journey that Community Management has taken over the last decade or so from "forum monkeys" (the articles words, not mine!) to part of long term relationship building. Linked to this is an interesting short piece on how "How Community Management Is Like Dog Training" (sounds awful, but it's not as bad as it first appears!). Also an interesting counterpoint viewpoint here that "A community is not a customer". In other parts of the internet, the free section of the GDC Vault continues to deliver, with some really interesting videos/slides here, here and here. And also here!
Dr David Grundy is a Principal Lecturer at Newcastle Business School investigating customer retention, commitment, trust, membership and community building & management in both online and offline environments for both businesses and the public sector. He can be contacted at firstname.lastname@example.org