It feels like the quality of discourse in the United States, and many other countries, gets worse every single day. Especially political discourse. But in online community settings, it is possible to identify the the threads to civil discourse and neutralize them.

The National Institute for Civil Discourse (NICD) gives tools and tactics to elected officials, the media and the public, in an effort to help everyone engage in a more civil way. NICD director of social media Tracey Todd joins the show to discuss a series of common threats to civil discourse, and how we might approach them. Plus:

• The impact of Donald Trump on discourse
• Has civility become a buzzword used by those who aren’t actually civil?
• Where Tracey finds optimism in discourse right now

Continue reading “Threats to Civil Discourse Online”

Six and a half years ago, Kim England, global community director at multinational publishing and education company Pearson, led the company’s transition from a disjointed collection of more than 130 intranets, to an enterprise social network (ESN) powered by Jive.

Recently, she said that Facebook’s move into the ESN space “should act as a wake-up call to Jive that they need to put collaboration and conversation back at the heart of their product.” Kim joins the show to talk about the current state of ESNs and what’s missing. Plus:

• The recent $462 million dollar acquisition of Jive and what it means for customers like Pearson
• What will determine the “winners and losers” in the ESN space over the next few years
• How well-connected ESNs help companies make better decisions across cultures, globally

Continue reading “Facebook’s Wake-Up Call for Jive and Enterprise Social Networks”

When GoDaddy hired Christopher Carfi at the start of 2014, it caught my attention. GoDaddy was a company that, at one time, I thought I would never want to be a customer of. I didn’t like the brand, didn’t like marketing, didn’t like upselling, didn’t like the old CEO.

But after Blake Irving was hired as CEO, I noticed positive change. That was nice, but they still didn’t have my business. When they hired Christopher, it caught my eye because here was an experienced community mind that I respected joining a company I once didn’t.

I watched their continued cultural shift and their embrace of community. Through 5+ years of solid work, GoDaddy has washed away that old perspective I had and, somehow, they won me over, where my previous registrar, Enom, had neglected me. I am now a GoDaddy customer. Christopher joins the show to talk about this shift, plus:

• What community means in a world where we’re interacting with Alexa and Google Assistant
• How community fits into content marketing
• The things we can learn from Burning Man, which Christopher is a veteran of

Continue reading “GoDaddy’s Community Move”

There’s a lot of money in the association space, especially when it comes to helping associations connect their members online. The biggest example of this might be the recent Community Brands merger, bringing together three software companies that collectively serve more than 13,000 associations and nonprofits.

Association veteran Maggie McGray recently sounded the alarm on a big problem: Associations themselves, especially small staff associations, are the ones left holding the bag right now. Association software companies and consultants, including those from the community space who saw the money, might be doing well, but small staff associations are highly vulnerable to unexpected costs.

Many of them don’t even have one full-time person focusing on their online community and membership efforts, let alone have development resources or space in their budget after already investing in these expensive software solutions, and often training, consultants and conferences to go with it. Are associations being taken advantage of, and taken for granted? We discuss:

• The lack of in-house community and association talent at association software vendors, as compared to their large sales teams
• Software vendors who used to pitch their solutions as an all-in-one that are now backing away from that
• What association management software companies should do from here

Continue reading “Are Associations Being Taken Advantage Of?”

All community professionals want to work at organizations where they have the buy-in to deeply invest in community. But many of us don’t. We’re fighting for that buy-in, so the true value of community can be realized.

That’s what Denise Law, community editor at The Economist, is doing right now. She recognizes that their onsite community efforts are “in dire need of attention,” and is building a case for it, for those who can’t see the point and are resistant to change. She joins the show to discuss these efforts. Plus:

• Why Denise doesn’t want to simply close up shop and shift all engagement to third party platforms
• How social media experiments could help her case
• What her ideal scenario looks like

Continue reading “Fighting for Community Buy-In at The Economist”

“The branch of anthropology concerned with the study of human societies and cultures and their development.” That’s cultural anthropology, per Oxford.

Elizabeth Koenig has a degree in cultural anthropology. She’s also an account manager at The Social Element (formerly Emoderation), where she manages teams of moderators and community engagement specialists that scale based upon client needs. We talk about how cultural anthropology applies to online communities. Plus:

• What happens when companies rely on automated moderation too much
• How to motivate community pros to invest in client communities when they don’t choose the clients
• Why The Social Element, a company powered by a remote workforce, has a strong workplace community

Continue reading “Cultural Anthropology and Online Communities”

According to our guest on this episode, much of the news industry is engaged in a battle they can’t win, a fight over eyeballs and ad revenue with companies like Google and Facebook, where the terms will get worse and worse as time goes by.

The answer? Community. By building a community that values the work that they create, they can wrestle back some of the control over their audience and receive support directly from the people who consume and appreciate the product they are creating.

Andrew Losowsky is the project lead of The Coral Project, a collaboration between Mozilla, The New York Times and The Washington Post, that is helping news organizations build better communities and more loyal readers through tools, research and strategy. Among our topics:

• Forcing a layer of community over traditional journalism vs. providing newsrooms with a cogent plan
• Why they are building Talk, an open source comments platform
• Are news organizations better served by hiring another reporter… or a community pro?

Continue reading “Moving the News Industry From Clickbait to Community”

One of the reasons that companies get acquired is because of the community they have. The loyal customers, the active members, the people that are directly tied to the revenue that the company generates. When a company with a strong community is acquired, what should the new company do with their community team?

Paula Rosenberg joined VHX, a service that allows you to create your own Netflix-style streaming subscription service, in 2015. A year later, they were acquired by Vimeo and, a year after that, Paula joins the show to talk about what Vimeo did right, in transitioning the VHX community team. Plus:

• The impact of community tools on subscription retention
• How Paula got her start by launching a community for students, as a student advisor
• Conducting seller research and how VHX spreads those insights throughout the company

Continue reading “How to Transition a Community Team After You Acquire Their Company”

Last month, a man used Facebook’s live video feature to confess to a murder, shortly after videos were uploaded that showed him announcing his intent and committing the act. Facebook broke down the timeline of this series of videos, revealing that they had suspended the person’s account in approximately 2 hours or less, saying “we need to do better.”

But what is a reasonable expectation for the public, when it comes to people who use live video to gain attention for their violent acts, against themselves or others? Heather Merrick, community experience manager at group video chat service Airtime, joins the show to discuss. Plus:

• How allowing users to switch video chats from public to private, and back, complicates community management efforts
• What happened when Tumblr switched replies off on their platform
• Unethical behavior and the implications of getting caught

Continue reading “Moderating Live Video”

SANE Australia is a charity that helps Australians affected by mental illness. Their popular online community, SANE Forums, serves as one of their primary initiatives. It isn’t just SANE Australia’s community, but the online community of 51 partner organizations, as well.

When they seek funding (from the Australian government and others), they have the prove their value and show their ROI. But what’s the ROI of an anonymous, nonprofit, mental health forum? That is one the challenges facing online community manager Nicole Thomas. Plus:

• How the 51 different partner organizations contribute to the community
• Scaling the SANE Forums volunteer program
• The benefits of allowing people with mental illness to see the discussions of those who care for others with mental illness

Continue reading “The ROI of an Anonymous, Nonprofit, Mental Health Community”