Community Signal

Rebecca Newton is a legend of the online community profession. After 30 years, she has retired. But what does it mean when we retire from this work? Her career began AOL in 1994, building communities and managing a massive volunteer program. Among her numerous stops, Rebecca found a focus in child safety, leading such efforts for Sulake (the company behind Habbo Hotels and Disney’s Virtual Magic Kingdom), Mind Candy (Moshi Monsters), and most recently SuperAwesome, a provider of tools for safer, responsible digital engagement with young people, who was acquired by Epic Games. A program manager for community in 1997, a community director in 2001, a chief community officer in 2007: Rebecca has held all of the titles. Along the way, she has paved a path for the community profession, pushing us higher in corporate environments and creating valuable resources for us. Most notably, her 24 year stewardship of the e-mint listserv for community pros, an iconic resource that has helped countless community facilitators.

Online community consultants aren’t unlike consultants for any other area of work. Some are ethical, smart, and talented, and some aren’t. Consultants also don’t often make great guests for the show because they view it as yet another lead generational funnel for them to shout generalities into. But hopefully an exception is this episode with community consultant Jenny Weigle. On it, we discuss how being humble is often at odds with how many consultants promote themselves, as they place a certain importance on appearing authoritative and revelatory, even if that isn’t actually correct in the context of the history of this work. Can you even be a community consultant or an online community resource if you haven’t taken a concept pioneered 30 years ago and thrown your logo on it? We also discuss: An update on past guest Tim McDonald’s quest for a liver donor Self-promotion by community consultants Community professionals do roadshows, but are they ever invited to roadshows by other departments? Big Quotes W

Bodies aren’t moderated equally on the internet. Content moderation efforts, especially those at large, mainstream platforms, can suffer from policy-based bias that results in moderation centering a cisgender gaze. This reinforcing of heteronormativity can leave some of your most vulnerable community members – and potential community members – feeling alienated, ostracized, and simply unwelcome. Last year, in her role as CX escalations supervisor at Grindr, Vanity Brown co-authored a whitepaper, Best Practices for Gender-Inclusive Content Moderation. Insightful, with a straight forward approach to making content moderation just a bit better, I found that it was also a validation of good, thoughtful moderation that has been going on for a long time. Vanity joins the show to talk about these efforts, which are tempered by a realistic acknowledgement of the limitations of this work, and how our need to be in other places (like app stores) can often slow down the progress we’d like to make. We also discuss: Why

Safeguarding is a term used in Ireland and the United Kingdom that covers efforts to protect the health, wellbeing, and human rights of people, especially children and those who are otherwise vulnerable. At Diabetes UK, four people alternate by week as the safeguarding lead, helping to protect those that the charity comes in contact with. One of them is Josh Poncil, the online community and learning manager. Among his responsibilities is Diabetes UK’s online forum. On this episode, we talk about safeguarding and knowing if you’ve done the right thing at the end of the day, plus: What is considered “too technical” for the average member to answer in a diabetes community? How Josh writes for a vulnerable audience Moderation decisions that could trigger a meltdown Big Quotes When veteran members go bad (18:39): “[After 25 years in content moderation,] I really believe that the most stressful situation is when an experienced member takes a turn for the worst. … It’s painful because they are an example to othe

Employee resource groups (ERGs) can do a lot to create a greater sense of belonging at your organization. But the folks who volunteer to lead these groups may find themselves in need of help when it comes to utilizing perhaps the greatest tool at their disposal: Your internal employee community platform. As a community strategist within large organizations, Lori Harrison-Smith has trained employees to help them get the most out of these platforms. She has also managed two large migrations, both from Jive, and that has led her to have a (in her words) cynical perspective on the resources made available for these migrations, by both companies and the software vendors themselves. Lori and Patrick discuss: Doing something for an employee vs. showing them how to do it themselves How much the ERG leaders she’s worked with have dipped into moderation The short timeframes given to internal community migrations Big Quotes What’s really driving an internal community migration deadline (22:59): “When [an internal em

As we celebrate Community Signal’s 7th birthday, Patrick takes questions from Community Signal listeners and supporters in this first ever “Ask Patrick Anything” episode of the show. Questions include: If everything had worked with CNN+, what would community look like for the platform? Would you rather be a working community professional or a community consultant? Will we ever see community leaders in the C-suite as the norm? 2023 will be Patrick’s 25th year of community work, so this is an opportunity to reflect on that passage of time. A lot has changed and, surprisingly, some things haven’t. Joining Patrick to ask the questions and dig deeper is previous guest Jared Smith. They also cover: The early promise of CNN+’s Interview Club How community moderation tools have changed over the years Why community isn’t special when it comes to the C-suite Big Quotes You have to commit to be successful with D2C products (11:55): “If you build interactive products and kill them after three weeks, it’s hard to pro

Elon Musk’s presence has loomed over Twitter since he announced plans to purchase the platform. And for these few weeks that he’s been in charge, many concerns have proven to be justified. Musk laid off 3,700 employees, and then 4,400 contractors. He is firing those who are critical of him. The verification process, perhaps one of Twitter’s most trusted features, has been unraveled. He’s offered severance to those who don’t want to be part of “extremely hardcore” Twitter. Following the results of a Twitter poll, he reinstated the account of Donald Trump, who was suspended from the platform for his role in inciting the January 6th attacks. So, what happens now? What of the many social movements that manifested on Twitter? While some movements and followings may see new manifestations on other platforms, not everything will be completely recreated. For example, as writer Jason Parham explains, “whatever the destination, Black Twitter will be increasingly difficult to recreate.” In this episode of Community Sign

As Zendesk’s customer base and product offerings have grown, so has its community. The Zendesk community started in 2008, under the support organization, as a space for people to ask and answer questions about using the product. Since then, it has shifted departments multiple times, leading to changes in KPIs and core purpose. Nicole Saunders, the company’s director of community, joins the show to explain how she has navigated these challenges. Tune in for her approach on thoughtfully managing change and expectations within your community and inside of your organization. Patrick and Nicole also discuss: Why the comments are open on Zendesk’s knowledge base articles You can’t tell people to contact support in Zendesk’s community Handing some conversations in the community off to other teams Big Quotes Going from scrappy to resourced as your community team grows and develops (04:36): “[While community was part of the support organization,] we were functioning very scrappy, very much like a startup team with

Recently, community pro Danielle Maveal joined Community Signal to discuss her experiences reporting into the product organization at Burb. In this episode, we’re getting the opposite perspective from product leader Gitesh Gohel. Gitesh and Patrick worked together at CNN, where community reported into product. And while the product and community that they were building were short lived, they both speak highly of their time working together. Gitesh describes creating a team atmosphere where each individual’s expertise was respected and given room to ladder into organizational goals, giving each person the opportunity to see the impact of their work. Patrick shares how this fostered trust in processes and created great experiences for the community and the brand. If you’re debating a community role that reports into product, this conversation will give you insight into how that can be productive when the team has a strong foundation. Patrick and Gitesh also discuss: Gitesh’s first experience managing community

If you’re wondering how you can more actively foster safety and belonging for LGBTQ+ folks in your online community, there’s precedent to learn and borrow from. In this episode of Community Signal, we’re joined by Samantha “Venia” Logan, the CEO and founder of Socially Constructed. Venia shares lessons from her decade of experience building community for LGBTQ+ individuals, which started when she began sharing her transition journey on YouTube.  Patrick and Venia discuss tools, policies, and practices that can help build queer friendly spaces over time. For example, how easy is it for someone to edit their profile information within your online community? What specific policies do you have in place to protect LGTBQ+ people? And a big one – how are others in your organization (outside of the community team) contributing to diversity and inclusion? At this point you might be asking, “how do I measure or communicate progress?” To this we ask, what are community-based outcomes that indicate someone feels safe con

Which team or leader does your community organization report into? And which would you like it to? Community teams can be successful as independent pillars or as part of other verticals, like product, ops, or marketing. In this episode of Community Signal, Danielle Maveal, the CCO (chief community officer) at Burb, shares how community professionals can be successful within a team’s product organization. All reporting structures have their pros and cons, but product and community share the job of “deeply understand[ing] what the user wants and what their motivations are, and how to get them from point A to point B (2:17).” With a shared mandate, community and product teams that effectively partner can expand each other’s influence and success. No matter what team you report into, creating a foundation in which all teams have respect for each other’s knowledge, experience, and processes is critical to every team, the business, and the community itself. Tune in to hear how Patrick and Danielle h

Do you manage an international community? How do you thoughtfully foster community across different continents, languages, and norms? Mercedes Oppon-Kusi, the community manager for Europe for the International Legal Technology Association, is working to do just that for their community of technology pros working at law firms. With ILTA originating in the U.S., Mercedes shares the differences in behaviors between U.S. and Europe-based community members, and how she has approached expanding the European chapter to include more countries. Her strategy comes back to advice that’s helpful no matter what stage your community is at: Overcome your biases as a community professional. Take time to learn the interests and challenges that impact your community members and scale thoughtfully. As Mercedes puts it, “[It’s] about building that practical knowledge of the market, and then figuring out where to go first.” Plus: How to help community members break through the “I don’t have enough time” barrier Why U.S. members

WordPress, the popular open source CMS, powers a reported 43%+ of the web, including this site. It is backed by a global community of contributors who volunteer their time in all sorts of ways, from code to documentation to training. But did you know that many of the project’s biggest contributors are sponsored by their employer to provide that time? As we discussed with Brad Williams of WebDevStudios, the success of WordPress has created an economy around the software, growing and launching many businesses that serve the needs of its users, from personal blogs to major corporations. And one of the way those companies give back is through these sponsorships. No company is more tied to WordPress than Automattic, the owners of WordPress.com, which was founded by the co-founder of WordPress, Matt Mullenweg. Hugh Lashbrooke is the head of community education at Automattic, which sponsors him for 40 hours a week, primarily to contribute to WordPress’ training team. Hugh joins us on this episode to give us an insid

As the former director of community for HuffPost, where he led the management of an active, massive comment section, Tim McDonald has had a unique vantage point to the mass closure of news media comment sections. Patrick and Tim go in depth on that topic on this episode. Toward the end, Tim shares what he believes will be his greatest community ROI story: He has stage IV colon cancer and is in need of a liver donor and could get a lot closer with your help.  Please visit TimsLiver.com for more info. Plus: Why Tim believes he doesn’t make a good soccer referee – or content moderator Keeping track of your community wins – both qualitative and quantitative Leveraging relationships with influential community members to get your message across, rather than being the face of the community yourself Our Podcast is Made Possible By… If you enjoy our show, please know that it’s only possible with the generous support of our sponsor: Hivebrite, the community engagement platform. Big Quotes You can’t make everyone ha

What are the reasons why you would voluntarily end the interview process for a community role? If you give it some thought, you’ll probably come up with some! Ryan Arsenault and Patrick share real stories from their careers, giving the reasons why they decided against continuing to interview with certain companies, including some you’ve heard of. This leads to a conversation on the community opportunists, and how Web3 and NFT projects often fit into this category. What does it mean for your career if a rug pull happens on your NFT project? What responsibility do community industry players have in hyping these projects? After they remove the .eth from their handle, who is left holding the bag? Patrick and Ryan also discuss: The simple question Patrick asks recruiters to understand if what they are building is a community Using “community” as a manipulation tactic Why Web3 hype feels different from Web2 hype Our Podcast is Made Possible By… If you enjoy our show, please know that it’s only possible with the

Is speaking one-on-one with your community members part of your community strategy? For Tosin Abari, when building paid professional communities, it’s an integral part. His phone calls with community members provide an opportunity to reset the tone and remind each member of what they can learn, share, and achieve with their fellow community members. Through this work, Tosin often finds that these one-on-one conversations with community members translate into their first forum post, or later down the line, becoming a community ambassador. What personal touches help you form deeper connections with your community members? Where’d this strategy come from? Tosin has also worked as a director of player development Vanderbilt University’s football team. He explains how his work building relationships with students and their parents, helping them start off on this new chapter of their lives, prepared him for work in community management.  Patrick and Tosin also discuss: Tosin’s background in football Why Tosin star

Which community leaders helped you grow as a professional? Who in the industry do you study from or reference? On the last episode of Community Signal, our guest Mohamed Mohammed mentioned how his former manager, Joe Pishgar, helped him feel welcome in the industry. “You belong here” were Joe’s encouraging words to Mohamed, and this phrase signifies an ethos that Joe brings to his role as chief community officer for VerticalScope. Managing an organization of 27 full-time community pros, 30 contracted admins, and over 10,000 volunteer moderators across 1,200 sites, Joe understands the necessity of scale and delegation, but also realizes that delegating is not always as simple as it sounds. “There’s competing thoughts in your head that surround the force of delegating. On the one hand, you don’t have enough time to do it all. The time you spend in operational or in tactical, you’re not spending at the strategic, and no one else is going to spend time at the strategic level.” (13:18) Joe also explains that by de

This conversation with Mohamed Mohammed, a community manager and a PhD student studying deepfakes, is timely. Just last week, a deepfake emerged attempting to spread misinformation that the president of Ukraine, Volodymyr Zelensky, was announcing surrender to Russia’s invasion. In that situation, preparation and rapid response helped minimize the spread of misinformation. So, what’s your community strategy against deepfakes? Mohamed recommends starting with learning from the information and experts in our field. He also shares an important reminder: As community professionals, while we may want to prevent all harms from happening, we simply can’t. However, we can minimize the harm that’s caused, and we can educate our community members to identify and flag suspicious behaviors. Just as many platforms adjusted their community guidelines and enforcement rubrics to prevent the spread of misinformation, deepfakes represent a new area for us to learn about and help our communities adapt. Mohamed and Patrick also d

Online communities are can be essential for people impacted by illness. For those directly affected, their families, and support systems, these communities can provide a much needed place to share experiences, to vent, and to learn about different symptoms, treatments, and the intricacies of navigating the healthcare system. For our guest, Amanda Petersen, Planet Cancer provided such a community as she fought breast cancer in her early twenties. Amanda has since continued to be an active contributor and moderator in online spaces dedicated to providing a safe and functional community for cancer survivors. In this conversation, she talks about the role that Planet Cancer played in her life in addition to why she felt motivated to start participating in r/breastcancer. The community exists and is functional because of its people –– people like Amanda that help to moderate the space and people that are looking to connect with others and find support in their journeys. Whether a moderator takes a break or communi

As community leaders, we’re responsible for people. The people in our communities and the people that serve them. In this episode, Chris Catania, head of community at Esri, shares how he approaches planning for growth and specialization for his community organization, for his people, and for his own role. Chris is currently hiring for three roles, a community operations manager, a community manager for engagement and content, and a community manager for ArcGIS Ideas. Chris shares the responsibilities and scope for each of these roles, in addition to the challenges and advantages of hiring right now. In addition to the effects of the “great resignation,” as specialization and scope of responsibility within the community industry grows, so does the need to be clear in our job listings, success metrics, and paths to growth. Chris and Patrick also discuss: The role specializations and career paths that Chris is charting for his team and himself Hiring for specializations within community Communicating your team’