Creating Safe & Supportive Online Communities

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Sophie Potter of and Alison Michalk of Quiip share tips & wisdom for creating safe, welcoming and supportive online communities. Presentation from ConnectingUp 2014.

Transcript of Creating Safe & Supportive Online Communities

  • C R E AT I N G S A F E , W E L C O M I N G & S U P P O RT I V E O N L I N E C O M M U N I T I E S
  • (C) Quiip 2013 About me Worked with over half a million users in a range of private and public communities - including Editor & Community Manager, Essential Baby (Fairfax Digital). Created the worlds first, annual Community Management conference - swarm. Founder and Senior Community Manager of the Australian Community Managers FB group (900+ members) Worked with online communities for a decade Focus on youth and high-risk/sensitive communities Currently work with, Redkite, State & Federal Govt. Alison Michalk CEO of Australias leading community management consultancy, Quiip
  • (C) Quiip 2013 About me Worked across the community sector: youth work, domestic violence support, juvenile justice, disability, womens health, community development Worked for organisations across Australia, South-East Asia and the UK for over 11 years. Three years ago I took my knowledge and skills online with by Inspire Foundation as the online community manager. was the worlds first online youth mental health service. Forums were launched in 2006, and in 2012 I led their redevelopment Now, every month, over 10,000 visitors come to our forum community to get help from other young people Sophie Potter Online Community Manager
  • T O D AY S P R E S E N TAT I O N : 1. I N T R O 2. K E Y C O N S I D E R AT I O N S I N R I S K Y E N V I R O N M E N T S C R E AT I N G A S A F E A N D W E L C O M E S PA C E V I A : 3. P O S I T I V E R I S K TA K I N G & 4. U S E R - C E N T R I C C O M M U N I T I E S 5. A N O N / P S E U D O N Y M I T Y V S R E A L N A M E 6. O W N E D E N V I R O N M E N T S
  • W H AT I S C O M M U N I T Y ? A S P E C I F I C G R O U P O F P E O P L E W H O F O R M R E L AT I O N S H I P S O V E R T I M E A R O U N D A S T R O N G C O M M O N I N T E R E S T . 1 I N T R O
  • W H AT I S C O M M U N I T Y M A N A G E M E N T ? T H E D I S C I P L I N E O F E N S U R I N G P R O D U C T I V E C O M M U N I T I E S . ! D R AW O N Y O U R O F F L I N E S K I L L S & E X P E R I E N C E S . ! N O T A B O U T T O O L S .
  • 2 K E Y C O N S I D E R AT I O N S F O R R I S K Y E N V I R O N M E N T S & V U L N E R A B L E G R O U P S ! Have a strategy Understand what type of community Community is a discipline - science & art Utilise learning, resources, training and support Focus on outcomes not platforms
  • WHY? establishing a community/ social presence WHO? are the members you want to attract WHAT? do you want to achieve HOW? are you going to achieve your objective and purpose WHERE ? will the community be WHEN? does the group need to be activated C O M M U N I T Y S T R AT E G Y
  • community forums boost protective factors, such as: Sense of belonging Adaptive coping strategies Help-seeking behaviour Mental health literacy
  • Types of community ! 1. Community of Practice. 2. Community of Action. 3. Community of Circumstance. 4. Community of Place. 5. Community of Interest.
  • C O M M O N C H A L L E N G E S / M I S TA K E S ! Lack of resources - platform, people, process. Humans. Budget commitment Time & patience Field of dreams (Need to actively build a habit!) The big launch. Rapid growth/short-term focus. Reactive Community Management role.
  • W H AT I S A P O S I T I V E R I S K TA K I N G A P P R O A C H ? ! Rigorous & collaborative risk assessment Online Community Guidelines (and site Terms of Use) Moderation parameters & flowcharts Content Assessment & Escalation Chart / Risk Mitigation Response Protocols, Positive Pro-active engagement Internal Community/Social Media Management Training and Support 3
  • # 1 R I S K M I T I G AT I O N Legal and Brand Risks ! Breach of copyright / Intellectual property Defamation and Discrimination Contempt of court Bullying False and/or misleading information Violation of the Competition & Consumer Act Regulatory guidelines Crises leading to PR disaster, impact on share value, loss of revenue etc. User risks ! Negative experience / poor customer services Profanity / content Disclosure of personal and/or private information of themselves or others Duty of care Trolling and/or bullying Neglect Personal harm / mental health Protection of minors
  • # 2 P R O - A C T I V E , P O S I T I V E E N G A G E M E N T ! Facilitating, nurturing and increasing engagement and peer interaction. ! Crafting compelling content Welcome and engaging members Encourage peer-to-peer interaction (vital for communities, harder to achieve in social media) Surface insights and feedback drive change, product design, service delivery Measuring community sentiment Reinforcing and rewarding positive behaviour (surprise and delight) Highlight high-quality community content Showcase users - within the community - but also back to the client/org Resolve disputes / issues Engage in line with the clients objectives Use engagement to champion use of social, encourage by-in from broader business units
  • # 3 S T R AT E G I C O V E R S I G H T ! Understand the broader business objectives and how to align to social/community ! Why are you establishing a social media presence and/or community? Who do you want to reach/attract? What do you want to achieve and how will you achieve your objective and purpose? Where will the community be? (Communities can be cross-platform) When does the community need to be active? How will you define success? What are the KPIs for the Community Manager? Does the broader business understand and support the community development? !
  • For us, peer mods are vital and critical to the success of by: Building community Providing peer-to-peer support - empathy through shared experience Proves there is a light at the end of the tunnel Foster a respectful site culture: focus on the issues rather than individual problem focused Manage risk by non permissible content removal or escalation Strengthen youth participation model, ensuring is relevant for all young people U S E R - C E N T R I C C O M M U N I T I E S4
  • Risk Management Youngpeopledesign, rolemodel&enforce guidelines: Anonymityand privacy: Peer-to-peersupport: Clearboundaries& extentofservice: Self-moderation: Technicalrisk mitigation:
  • Self-harm and suicidal content Tips from MHFA > < Tips from BeyondBlue. What if someone seems suicidal? 1. Do they have means, or access to means? 2. Do they have a plan and/or an intended date/time? If YES to either treat as an emergency.
  • O N L I N E C O M M U N I T Y G U I D E L I N E S V I D E O R E A C H O U T. C O M
  • ! R E A L N A M E V S P S E U D O N Y M I T Y 5 The value of anonymity: - Creates a safe environment for communities of support - Feels private and confidential - Members feel free to talk - Avoid creating unhealthy dependencies - As the admin you still have contact/IP details to manage risk ! Challenge: Building relationships between anonymous members
  • ! O W N E D E N V I R O N M E N T S6 Why create an owned space? Some of the reasons may include: Long-term asset for the organisation User-generated content & space Content & control remains with the company (not subject to continual changes ie. Facebook) Better ability to contact & engage with members, and disseminate information Better archiving & search functionality Better moderation & management functionality Build member loyalty Idea generation / product development
  • Ineverthoughtthatasillypostaboutmyfeelingson aninternetforumcouldendupbeingthestarttoanew change.IhaverealizedthatIcanrecoverfromthisand Ithankyousomuchforpushingmeintheright direction.IfeelthatIwillgetthroughthis. Veronica,19yo,15thMarch2013
  • ! T H A N K Y O U ! ! @ Q U I I P W W W. Q U I I P. C O M . A U W W W. S WA R M C O N F E R E N C E . C O M . A U ! @ S O P H I J AY P R E A C H O U T. C O M