We all have expectations of service when we pay for something, right? Go to even a moderately priced restaurant like Outback Steakhouse and you expect to be served well. If you purchase a computer online from Dell, you want to be taken care of if something doesn’t work. And if you pay dues to your professional association, you expect a level of service to match the cost. So, how does free membership in a community alter our expectations? Should we expect the same level of service for something that we pay no money to support?

I offer two cases: Twitter and Facebook. When things blow up on either of these services, do we as users have any right to demand quick, speedy or personal support? We don’t give one dime for the ability to communicate and expand our networks. The cynical among us might even suggest that we users are really just leaching off of both Twitter and Facebook for our own gain. So if we don’t pay anything for these services, what right do we have to express outrage when we’re met with failwhales, questionable changes to terms of service or disabled features?

This is the conundrum facing most online community managers: delivering service in an age where its expected even on free sites. Perhaps the solution here is that we have to change our ideas of what defines a relationship. We can no longer strictly use the financial transaction as a point for determining service level. Since users bring value to the community through their interactions, it seems that we community management professionals need to adjust our own thinking. That failwhale impacts a user’s overall experience which, in turn, impacts the service’s brand. It’s a rippling effect that defines a daily reality for online communities.

Thoughts?

Related to yesterday’s post on my own commitments for the new year…Barbara Safani at Career Hub suggests eight terrific Career Management Resolutions for 2008…Arnie Herz at Legal Sanity highlights Keith Ferrazzi’s Goal Post app for Facebook, a new cool tool that gets your Facebook pals to help you stay on target to achieving your goals.

Or it could just be that I’m easily enamored by the latest new cool thing. I’m not sure whether this infatuation with Facebook will go the long haul, but it’s already giving me some clues that I might just be liking it for a while to come. Why?

Reason #1: Because I’ve actually found some old high school friends who I haven’t seen or talked to in ages. It’s a treat to find out how they’re doing and share their life’s journey. There’s practically no way I would have been able to find them and catch up without FB, particularly since I’m 1500 miles from my former hometown.

Reason #2: A lot of my other social networking apps work with it…namely, Shelfari, Twitter, and Delicious. It’s neat to get all of my online hangouts merged into one place where my buds can see them, too. Heck, there are even some new ones like Where I’ve Been and iLike.

Reason #3: It beats the pants off of LinkedIn as a way to build professional contacts. As so many others have noted, LinkedIn is static and boring in the way a one-trick pony is. With Facebook, I have a much greater opportunity to build both personal and professional relationships that have actual meaning. I can related to what my contacts actually like, what they’re reading and watching, what places they’ve visited, and so on.

If you’re interested in connecting through Facebook, visit my profile page and add me to your friends.