The Unflappable Enthusiasm of “Weird Al” Yankovic

Posted by Patrick on August 10th, 2015 in Managing the Community, Thinking
Credit: slgckgc (CC BY 2.0)

Credit: slgckgc (CC BY 2.0)

On Saturday, I went with my brothers to the “Weird Al” Yankovic concert in Newport News, Virginia. I’m a big fan of Weird Al, and it was our second time seeing him. He puts on a great show, and we had a lot of fun.

If you’ve never been to a Weird Al show, it’s a little different from your average music concert. During the performance, the physical energy of the crowd more closely resembles what you might see for a big name standup comic, rather than what you’d expect from the fans of a popular rap, rock or pop artist.

In general, when I go to a concert, I’m not among those moving the most. I stand, I clap, I bop along to the music. I don’t tend to put my arms up, scream, etc. I’ll sing along if the artist wants it or I feel just right. But I am not among the most animated in attendance.

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Unblocking a Link From Being Posted in Our Community – After 12 Years

Posted by Patrick on August 6th, 2015 in Managing the Community
Credit: mario) (CC BY 2.0)

Credit: mario) (CC BY 2.0)

A few months ago, there was a conversation on one of my communities where members were talking about other forums that they participate in. This is a natural thing, and it crops up every so often.

Rather than being afraid that members will leave for these other communities, I embrace these types of discussions because I believe in the atmosphere we’re creating. I’m secure in what we are and don’t feel the need to block other forums from being mentioned, simply because we both focus on the same topic. It’s not my job to monopolize the time of our community members.

That said, one of the tools that I have in my arsenal is the ability to block specific websites from being mentioned. We use our word censor in a proactive way, and it covers URLs. This has come in handy time and time again. I’m very judicious how I use it – mostly, it’s utilized to stop persistent spammers.

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Your Online Community Does Not Allow Free Speech

Posted by Patrick on July 16th, 2015 in Managing the Community

“Free speech” and “freedom of speech.” These are terms you should never use to describe your community. It’s a common mistake made by people who mean well, but are brand new to community management.

What they generally mean: you can say whatever you want, as long as you follow these guidelines.

But that’s not free speech. Free speech doesn’t discriminate. Free speech isn’t just what you want, it’s what you don’t. There are some exclusions to free speech that exist in the law, but they don’t relate to most of the issues that you’ll face when working with a community.

What people will think you mean: I can say whatever I want!

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Planning a Change That Impacts Your Community? Ask These Questions

Posted by Patrick on July 9th, 2015 in Interacting with Members, Managing the Community

reddit Alienreddit is currently the talk of the online community world. For me, it’s a lot of old lessons coming back to the surface, yet again. Which is why I haven’t written much about it. But I saw a great comment on reddit by Slickdeals chief product officer Bryant Quan. I’m a long term user of Slickdeals, and I found his executive-level perspective to be quite compelling. His thoughts are re-published here, with permission.

I was one of the original founders, former CEO and now the Chief Product Officer, and as such I’ve had the opportunity to put a lot of processes in place, as well as help ask the right questions whenever we do things. Naturally all communities have their nuances and differences, but in the end, it boils down to respect. Respect the community: honor your users and content contributors for the work and effort they do.

Often this results in us taking a tradeoff in what we call “technical debt vs. community debt,” where instead of creating friction for our users, we take on a technical burden instead. For instance, we launched a redesign recently, and instead of forcing everyone over, we maintained a classic version of the website. We told ourselves that we would maintain two versions of the site for the foreseeable future and do our best to improve the redesigned version to the point that it compels people to switch (“lets make it so much better that they willingly switch”).

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Estonian News Outlet Held Liable for Reader Comments in Ruling Harmful to Online Communities

Posted by Patrick on June 29th, 2015 in Managing the Community
European Court of Human Rights Credit: James Russell (CC BY-SA 2.0)

European Court of Human Rights
Credit: James Russell (CC BY-SA 2.0)

Earlier this month, the European Court of Human Rights ruled that Delfi, a leading Estonian news organization, could be held liable for comments posted on its website by readers.

That, in itself, is a scary prospect for community professionals. But the judgment is even worse when you consider that Delfi’s comments weren’t a total free-for-all. They may not have had the greatest moderation strategy in the world – far from it – but they did have comment guidelines, a report comment function and a notice-and-takedown system in place. The day the aggrieved party reported the comments to them, they removed them.

However, the party wanted more than removal of the comments: they wanted financial compensation. When Delfi balked, a lawsuit was filed and, 9 years later, we arrive at this judgment. The Court not only placed the liability on Delfi, but was critical of the simple existence of anonymous comments and provided confusing guidance on how Delfi could have avoided liability; outside of not having comments at all.

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The Confederate Flag and Your Online Community

Posted by Patrick on June 25th, 2015 in Managing the Community
Credit: eyeliam (CC BY 2.0)

Credit: eyeliam (CC BY 2.0)

In the wake of last week’s tragic shooting in Charleston, long-standing criticism of the Confederate flag has reached a high-point. This is largely due to the fact that the flag flies above the capitol building in South Carolina, the state where these 9 people were murdered, due to the color of their skin.

In response, many current and former government officials have said that it’s time for the flag to come down, out of respect for the victims. In other states, there are similar efforts underway to remove the flag from government buildings, state-issued license plates and more.

A bevy of retailers have pledged not to sell products featuring the Confederate flag, including Walmart, Amazon and eBay. For those of us who deal with community-generated content, it is worth noting that both Etsy and CafePress are among those banning the flag.

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I Just Unbanned a Member After More Than 7 and a Half Years

Posted by Patrick on June 15th, 2015 in Managing the Community

I’ve never really liked temporary bans. When I ban someone, it means something. It’s not easy to be banned. My philosophy is that, as long as someone appears to be trying to follow our guidelines, we shouldn’t ban them.

That’s why I don’t like infraction systems and have never used them. Though I understand they are an invention of scale, if at all possible, access to a community shouldn’t be decided by an accumulation of points.

When it comes to being banned or not, it’s the member that really makes the choice. We just push a button.

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I’ve Never Banned Anyone! What Happens When I Write About Banning

Posted by Patrick on May 11th, 2015 in Managing the Community

Ban All the ThingsFunny things happen when I write about the ability to ban people from an online community, as I did a month ago. I think it makes people uneasy, like it’s not something I should be talking about.

Some feel compelled to tell me how they don’t like to ban people, as if writing about it suggests that I do. Others tell me they prefer to take a softer approach, like I am a ban-crazy maniac. I prefer a lot of things – it doesn’t mean that all scenarios actually end up where I prefer. When I write about banning, the meme image to the right is how some see me, I’m sure.

And then there are the rare occasions where someone says they have never banned anyone.

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Banning People From an Online Community is About More Than Removing Access

Posted by Patrick on April 13th, 2015 in Managing the Community

When it comes to banning and the purpose of banning, people often get it twisted. Even people who work in community management.

The purpose of banning isn’t to remove access as much as it is to curb behavior. Anyone who has been in this field for a little while knows that people can evade a ban and register another account. That’s not the primary point to banning.

The primary point is to provide a consequence for excessive and continual bad behavior. That consequence is the loss of reputation. While there is a group who won’t care, that’s a big deal for a lot of people. The desire to maintain their reputation is a powerful motivator for participating in line with the community guidelines and norms.

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Georgia Supreme Court Overturns Restraining Order That Was Harmful to Online Communities

Posted by Patrick on April 6th, 2015 in Managing the Community

Just over two years ago, I wrote about a restraining order issued in the state of Georgia, which was harmful to online communities. The order was requested by author Linda Ellis and targeted at Matthew Chan. Chan is the creator of ExtortionLetterInfo, an online resource and community that discusses (and criticizes) settlement demand letters issued by copyright holders.

Ellis authored a poem, “The Dash,” and has a reputation for aggressively pursuing those who share it online. According to Chan’s interview with Ars Technica in 2013, he was contacted by someone that Ellis had threatened. Instead of paying Ellis, they opted to pay Chan to publicize the incident. He used his website to criticize Ellis.

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