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Episodes

Threats to Section 230 Should Unleash the Political Power of Community Professionals

12/16/2018
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This week, Patrick and Scott Moore continue their conversation commemorating three years of Community Signal, touching on a topic that’s important to the work of all community professionals but that doesn’t necessarily get a lot of attention: the laws and regulations that govern our work. You’re probably familiar with GDPR and Section 230 of the Telecommunications Decency Act. And for those of us that are paid community professionals working for established companies, we likely have...

Duration:00:39:09

Retaining Talented Community Pros and What Makes a Great Boss? (3 Years of Community Signal)

12/3/2018
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This week, Community Signal proudly celebrates three years of conversations with community professionals. We’re taking this opportunity to talk to Patrick about his experience running the show and giving him a chance to reflect on the state of online community management and how he’s seen it develop over these past few years. We’re also grateful to be joined by past guest, Scott Moore, for this conversation. Combined, Patrick and Scott have over four decades of experience in community and a...

Duration:00:45:29

How The New York Times is Building Thoughtful Comment Sections in the Trump Era

11/19/2018
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Over the past few months, Patrick has spoken to several leaders in the world of journalism and for this episode, we’re welcoming back Bassey Etim, community editor at the New York Times. Bassey was originally on Community Signal in December of 2015 and it’s overwhelming to think about how public perception of the media and the Times, in particular, has changed since then. To give you some context, Barack Obama was still in office at the time of that interview and Donald Trump had yet to win...

Duration:00:49:14

Build Something People Care Enough to Get Angry About

11/5/2018
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Jason Falls knows where your customers are talking. He’s studied conversations for several years and, time and time again, he’s shed light on an inconvenient truth for brands: If you’re ignoring online forums, you’re probably ignoring a substantial part of the conversations happening in public – maybe even a majority of them. And it usually doesn’t matter what industry you’re in. Banking? 90%. Elderly care? 83%. He doesn’t work in the community space, he’s not drinking the Kool-Aid. Jason...

Duration:00:46:18

How Spotify’s Rock Star Program Empowers and Rewards Community Super Users

10/22/2018
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Spotify’s Rock Stars are super users, officially recognized by the company and given tools, resources, guidance and perks for answering questions and starting conversations in their online community and helping users on Twitter, through the @AskRockStars account. With more than 150 members, the program will celebrate its fifth birthday next month. Each year, Spotify hosts Rock Star Jam, an event at their head quarters in Stockholm. They fly in the top 10 most helpful Rock Stars to meet...

Duration:00:43:04

News Membership as a Community Model

10/8/2018
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Local newsrooms are tasked with representing their local communities and the issues and topics that matter to them. For that reason, it seems especially important for there to be reader advisory boards and feedback loops in place to ensure that the local community can share feedback with the newsroom. But if your newsroom or publication is in a pre-community state, Rebecca Quarl has suggestions on scalable measures that you can take to let your audience know that you value their...

Duration:00:34:09

The Community Manager You Think You Can’t Afford

9/24/2018
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As community professionals, we have more tools than ever to help us do our jobs. That said, the qualities that make an online community and an online community professional successful are likely largely the same today as they were 10, 20, or even 30 years ago. This episode of Community Signal focuses on those exact qualities and opportunities to delight. If you’re applying for a job in community, Patrick and our guest, Angela Connor, have some tips on standing out [00:30:13]: And if you’ve...

Duration:00:45:27

A New York City Dive Bar in Online Community Form

9/10/2018
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What if the intro song to Cheers wasn’t about a bar, but instead about an online community where everyone knows your name? That’s what Stacy Horn created when she launched Echo, an online community that sought to connect New Yorkers. But Echo wasn’t Stacy’s first go at creating a community. While studying at NYU’s ITP (Interactive Telecommunications Program), she was working in the telecommunications department at Mobil and had an idea to connect employees and improve processes by way of an...

Duration:00:34:43

The State of Online Community as a Career

8/27/2018
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Consider this episode of Community Signal your community career advisor on speed dial. If you’re looking for a new job, growing your team, or thinking about your career advancement options, Patrick, Daniel Marotta, Jenn Chen, and Marjorie Anderson share great advice and observations from their own career journeys. What skills and experiences created the foundation for your career in community management? [2:04] “If you marry customer service with website release management and content...

Duration:00:35:29

The Struggle to Ban Alex Jones + Membership Models for News Organizations

8/13/2018
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There’s so much to unpack in this extremely timely chat with Jay Rosen. Jay teaches journalism at New York University and on this episode of Community Signal, he discusses an era of journalism where readers hold the power. The power of choice, the power to talk back to journalists and media organizations, and the power to rally with their fellow readers. And with this shift in power comes a (positive) shift in responsibilities for journalists. Interestingly enough, technology platforms like...

Duration:00:49:37

No Room for Holocaust Deniers

7/30/2018
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As community professionals, it’s our duty to create inclusive spaces for our community members. This means setting the stage for them and making sure that they have everything they need to be successful within the community, and in some cases, protecting them from hate-driven vitriol. And while many of us have created clear guidelines explaining that hate speech and violence are not permitted in our communities, platforms like Facebook and Reddit have had a harder time defending their users...

Duration:00:30:02

The Value of Developer Relations

7/16/2018
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Every community professional has had the challenge of explaining their role and job duties to others within their organization. For many of us, that means always being prepared with qualitative and quantitative anecdotes that ladder up to our company’s mission and goals. In this episode of Community Signal, Mary Thengvall explains the importance of tailoring the message of what we do to the person we’re speaking with, whether it’s our boss, the CEO, or CFO. If you’re in need of tips or new...

Duration:00:46:27

Higher Education’s Troll Hunter

7/2/2018
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Great teachers always seem to have command over their classroom, but what happens if your classroom meets online and has thousands of students? Even the greatest teachers in these situations might need the help of a troll hunter like Tanja de Bie. While Tanja dubs herself a troll hunter, she’s also a mediator and a teacher in her own right. She recognizes that in higher education communities, it’s often the responsibility of the moderator to teach students how to put their emotions aside...

Duration:00:41:19

Community Management in France

6/18/2018
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The role “community manager” can mean different things at different companies and the responsibilities for this role can often be conflated across different teams and areas of expertise. But how does this role translate across different continents and cultures? In this episode of Community Signal, Patrick and Jean-Yves Lemesle discuss just that. Jean-Yves is an experienced social media and community manager and he shares how both of these areas of expertise, social media management and...

Duration:00:34:18

Acing Your Next Community Job Search

6/3/2018
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When was the last time you looked at your resume? How about the last time you wrote down a list of everything you’ve worked on and accomplished at your current gig? If it’s been a while, this episode is going to come with some homework afterward. Maria Ogneva, who has held senior community roles at companies like LinkedIn, Salesforce and Yammer, shares the story of how she turned a lost job into a “fun” journey. Fun is in quotes there because I’m sure that for most of us, the job hunt is...

Duration:00:39:27

Never Put All of Your Eggs in One Community Basket

5/21/2018
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Can you recall the community-related news and trends of last summer? Let us refresh your memory. YouTube announced new guidelines for advertisers that inadvertently led to significant changes in revenue for many creators on its platform. Photobucket broke countless images across the web without notice. The city of Charlottesville, Virginia was descended upon by white supremacists during the violent, hateful, and deadly Unite the Right rally, yet Twitter still gave them (and still gives...

Duration:00:37:18

When Community Managers and Middle Managers Join Forces

5/7/2018
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Think about the last time you were working on a new product, tool, or resource for your community. You probably looked through feedback that they had shared with you and compiled a list of all the needs they have. You created a “use case utopia” that you thought would be well-received by your community and internal stakeholders. As Jakkii Musgrave shares in this episode of Community Signal, use case utopias can be easily conceived, but not so easily implemented without the guidance of...

Duration:00:40:40

Snapchat Story-Sized Humanity

4/23/2018
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What brings you to your favorite social networks? Is it the people that you know you’ll find there or the topics and content that you know you’ll be able to discover? In this episode of Community Signal, we dive deep into what Chris Brogan, a digital marketing expert and New York Times bestselling author, thinks he wants from social networks and conversely, how he observes his children using Twitter, SoundCloud, and more. The gaming industry is at the forefront of this conversation. Chris...

Duration:00:40:26

Building a Community That Won’t Cash Out

4/9/2018
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RPG (RolePlayGateway), a community of game designers, world builders, and storytellers scripting entire universes, is entering its 14th year of existence. And while RPG founder Eric Martindaleknows that some members of the community might move on, he’s in it for the long haul. He’s energized by the relationships that he’s seen members of the RPG community build and the excitement behind INK, a Bitcoin-backed digital currency that people within the community are using to tip one another for...

Duration:00:40:21

LEGO Wasn’t Always Open to Your Ideas

3/26/2018
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LEGO might be open to your ideas now, but it wasn’t always like that. Afraid of legal blowback, they once turned away ideas – and largely ignored their adult fan base. Jake McKee helped form LEGO’s first community team, and usher in a new era of openness at the company. He opened the lines of communication between adult consumers of their products, who had more discretionary income than the kids, driving home the understanding that LEGO was not just a child’s toy company. Plus: Our Podcast...

Duration:00:48:43