We ran our first ever live event! A massive thank-you to everyone who attended or spoke at the Just About community collab at Develop:Brighton this week. Here's a topline breakdown of what we learned at each panel (besides a new appreciation for the wonders of air conditioning).
How to engage with and respond to community activism
Speed and transparency: Nip issues in the bud with as full an explanation as you can give of what caused them.
Agility: It isn't easy in bigger organisations, but try to consolidate comms decision-making in as few hands as possible to streamline the above process.
It’s ok to let go: Obvious toxicity isn’t the only kind of behaviour you’re allowed to disengage from. If members are making unreasonable demands or complaining about things you’re not willing to change, you can say “looks like we’re not for you.”
How to turn your community members into your fans
Create a positive space: Don’t be afraid to ban members quickly for toxic behaviour, or even for not aligning with your values (but do be transparent about those values so your actions are congruent and expected).
When fans emerge, uplift them: Notice and engage with your most active, positive, knowledgeable members. If they stay consistent, empower them to shape your community; make them your mods and even your employees.
“Just be good people:” Our attitudes and intentions bleed into our communication. You can be firm when squashing toxicity, but temper any frustration and never throw insults. Stay calm, clear, and focused on your goal, which is to promote positivity.
How can community managers manage?
Stay alert: Pop culture changes quickly. Keep noticing events both in your community and beyond, and “plant some seeds” in your core strategy so that you can pivot to them if events render that strategy obsolete.
Get inventive about channels for community sentiment; offer votes on new maps or in-game features, run contests, give members a sense of empowerment and participation.
Switch off: Mute notifications on your work apps outside work hours and don’t take complaints personally; they’re almost always about the product, not you. Sometimes they're just untargeted venting.
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