These four words mean different things, and frequently call for different talents and skillsets used by different people. And yet, they seem to get used interchangeably, and lumped into one person’s job. We should stop that.
“Management” means control. Yes, there’s degrees and degrees of control, there’s soft touches, and so on. But management, fundamentally, is about directing a group of people towards a stated goal. In the case of online services of all sorts, it means “keep them as customers.”
“Relations” means conversation. It’s about the relationship. Yes, there are “relationships” when you manage someone, and the enlightened manager knows her people. But the stated goal of a relationship is the other person — it’s about getting to know them for their own sake. It’s not about getting them to do what you want.
