When Open Source Community Software is Bought by Private Equity
Community Signal
When private equity buys online community platforms, who wins? What about if those platforms were built on open source software? Does the company continue to be a good citizen of the open source community that helped build the product? History has shown us that it is often the community managers and pros who lose. They might not just lose a good platform though, they might lose their job. has an interesting perspective on this topic. He joined Vanilla Forums, an open source community software platform, as a senior developer in 2011, having already used it for a couple of years. He left...
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When an Online Community Pro Retires
Community Signal
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...
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Breaking: Online Community Consultant Discovers Brand New Concept (Again!)
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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 . 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...
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Kinks vs. Crimes and Gender-Inclusive Content Moderation at Grindr
Community Signal
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 , Vanity Brown co-authored a whitepaper, . Insightful, with a straight forward approach to making content moderation just a bit...
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Safeguarding a Diabetes Charity Community and Knowing if You’ve Done the Right Thing
Community Signal
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 , 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 . 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”...
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Empowering Employee Resource Group Leaders With Your Internal Community Platform
Community Signal
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, 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...
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The Chief Community Officer Hype Machine
Community Signal
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...
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Elon Musk’s Quest to Make Twitter Worse
Community Signal
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 , and then . He is . 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 Following the results of a Twitter poll, , 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...
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When Community is on 3 Teams in 5 Years
Community Signal
As 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. , 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: ...
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Why Community on the Product Team Works, From a Product Leader’s Perspective
Community Signal
Recently, community pro Danielle Maveal joined Community Signal to discuss . In this episode, we’re getting the opposite perspective from product leader . 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....
info_outlineAs 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 happy in moderation (10:56): “I would hate it when there was a close call [as a soccer referee] because I knew in my head what the call was but I knew if I looked at it objectively from one team’s viewpoint and from the other team’s viewpoint, half were going to be happy with me, half were going to be upset with me, and I wanted to make everybody happy. You can’t do that in comment moderation, and you can’t do that being a referee.” –@tamcdonald
Allowing influential members to do the talking (11:34): “I didn’t need to get into the [HuffPost] community and be the face of the community. I could just have relationships with about a dozen of our community members who were very well respected and let them do the talking. But in exchange, I would take phone calls from them at home, at night, on the weekends. I would listen to them, I would understand what they were going through, but I would also be able to convey what, from a company standpoint, we were trying to achieve. When I did that, they started understanding.” –@tamcdonald
If we aren’t going to invest in it, why spend so much effort? (19:08): “My very last day [at HuffPost was] when we pushed the button and [switched to Facebook Comments]. Everybody looked at me like I was crazy, but I just told everybody, ‘I’ve come up with solutions. I’ve come up with options. Nobody wants to pay for this. If we can’t invest in it, and we’re not willing to invest in it, and we’re not going to generate any revenue off of it, why are we supporting it?’ That was the end of it. Obviously, they still had comments. They still do have comments, but it’s nothing to what it was back when I was at HuffPost.” –@tamcdonald
Document your community wins (22:53): “The subscriber growth of The New York Times is often cited … by media folks and executives as an example of the D2C model, but I think people would do well to remember that The New York Times never closed their comments. … People want that success of, ‘Look at all the people they have paying for news,’ but they don’t necessarily want to do that work that is moderating comments for 20 years to build a section that is befitting of The New York Times.” –@patrickokeefe
Document your community wins (30:02): “We say [document your wins], but we don’t necessarily always talk about the process through which we capture that, and so it fails. … If it’s easy and it’s comprehensive, then you’re going to do it. Whereas if it’s manual and it’s slow, not only are you not going to do it, but when you don’t do it, you’re going to not be able to access that information as easily.” –@patrickokeefe
Generous giving is the greatest community ROI (34:16): “When I find [a liver] donor through [the communities] I’ve built up over the years, that is going to be the greatest ROI because I don’t think there’s a price that we can put on our lives, and I don’t think there’s a price that we can put on the amount of giving that that would take from another human being.” –@tamcdonald
About Tim McDonald
Tim McDonald is the community account manager for HomeRoom.club. He is the former director of community at HuffPost, founder of My Community Manager, and director of communications for Social Media Club Chicago. Tim works with organizations and individuals who are stuck to get them unstuck. He helps people connect with their voice and stories. He is also a speaker and facilitates workshops.
Recognizing how fear held him back, he has changed his relationship with fear and has used it to get unstuck and end a 17-year marriage, meet his life partner, move to a new city, twice, leave a toxic job, and currently looks at having stage IV metastasized colon cancer as a gift. Tim is in search of a liver donor with surgery planned around September 2022. If you think this could be you, please visit TimsLiver.com for more info.
Related Links
- Sponsor: Hivebrite, the community engagement platform
- Tim McDonald on Twitter
- Visit TimsLiver.com to help Tim find a liver donor
- HomeRoom.club
- My Community Manager
- Social Media Club
- Bassey Etim, many time guest on Community Signal
- When You Need Community To Save Your Life: The Story of Tim McDonald, by listener and Patreon supporter Jenny Weigle
Transcript
Your Thoughts
If you have any thoughts on this episode that you’d like to share, please leave me a comment, send me an email or a tweet. If you enjoy the show, we would be so grateful if you spread the word and supported Community Signal on Patreon.