You want to talk about what?!

Hi!  I’m Elizabeth.  I am the Senior Manager of Youth Projects.  I have worked for Metaverse for 2.5 years.  During that time, I have almost exclusively worked on projects for children.  So keep that in mind as you read my posts.  I usually have to be very conservative in what can and cannot be allowed on those sites.

While all communities have their differences, there is one universal commonality.  The needs of the few rarely outweigh the needs of the many.  (Sorry Star Trek fans!)

To consider an example:  A user suggests the addition of a new forum to the community message boards.  Or perhaps they suggest a policy about discussing politics on a gaming forum.  While many suggestions will be inappropriate for certain forums, there might be some that make you stop and think.  Before the “Yeah, that might be a good idea” thought sets in, STOP!

Before you make any changes, you need to consider the impact those changes will have to the whole community, not just the group or even the individual that wants the change.  There are many online communities small enough that individuals each can have a significant voice or impact.  However, there are just as many that are large enough that a community manager has to look at the community as a whole, almost like a multi-celled organism, rather than at any particular individual.  This is “micro” versus “macro” community relations, and if you have an online community, you need to know what community type you have.

Go look at your numbers.  Does the percentage of those supporting the suggestion represent a large enough base to consider the change?  If not, is there a need to even respond to the suggestion?  Sometimes there is.  Usually it is best to simply acknowledge the suggestion and take it under consideration. Let them know you are listening.

If you think the addition would actually be beneficial to your community, take it to someone else in your organization to discuss first.  Talk to the Community Manager or other moderators.  Always get multiple, internal opinions before making sweeping forum  or policy changes.  No one likes change – be prepared because there will be complaints regardless of the nature of the change.

So before you decide to add an off topic fiction forum to your boards or let your community discuss politics or religious differences, or if Tribbles really are the best pets, take a step back because the needs of the many most often outweigh the wants of the few.

— Elizabeth Weil