Community Signal

The Zombies game mode within the popular Call of Duty video game franchise has created a massive community of fans and players who not only play and connect with the developers, but with each other as they try to discover every aspect of each piece of content released for the game. In two versions of the game, they are even able to create their own content that can be played and shared online with other players. This ability to co-create and remix is the focus of this episode, as it leads to the game being more valuable to all parties, from the game publisher that owns the franchise to the player who plays alone.  But you don’t need to be a fan of Call of Duty: Zombies or even video games in general to take community learnings from this conversation. MrRoflWaffles is a YouTuber and streamer that has grown his channel to over 1.7 million subscribers and 400 million views. His audience comes to his channel to partake in all things Call of Duty: Zombies –– whether it’s the latest news from Activision or deep div

In addition to practicing community management as a profession, many of the listeners, guests, and even members of the team behind Community Signal, manage communities part-time. These might be communities that align with our personal passions or hobbies or communities that exist specifically to help ourselves and others grow. That is exactly the mission of Muslamic Makers. Co-founded by Arfah Farooq, who joins us for this episode, Muslamic Makers is a community of Muslim changemakers who work in the tech industry. This April marks the fifth birthday of Muslamic Makers and Arfah discusses how the community has grown during that time and how she sees it growing into the future. Muslamic Makers takes pride in offering thoughtful programming that is largely free to its community, and Arfah shares how she and her team are thoughtfully working to keep it that way. Tech companies want access to diverse communities when it comes to hiring and in exchange for sponsorship opportunities, the Muslamic Makers community o

The field of community management is buzzing. We have more tools available to us than ever before and an abundance of communities and resources to connect us with fellow professionals who know our work and want to share knowledge. But what goes into creating inclusive, diverse, and truly open and welcoming spaces for community professionals? Who is given a platform to share knowledge? In this conversation with Faisa Mohamed, co-founder of Somalis in Tech, we broach this topic and how Faisa and her team approached launching Somali Women in Tech. On paper, the approach may sound simple –– Faisa made sure that that the Somalis in Tech team was onboard with the mission and purpose of Somali Women in Tech. “If you ask the other team members what Somali Women in Tech is, including the male members who are not in this group, they’re going to know exactly what it is and can tell you exactly what it is because they are fully aware of it.” (Head to 25:06 to pick up at this part of the conversation.) But in practice, we

What would happen if you woke up tomorrow and couldn’t share any news articles on Facebook? How would that impact the communities that you manage or the way you share information with family and friends? What if this ban included  information provided by emergency services agencies for things like natural disasters, wildfires, and domestic violence? This situation is not a hypothetical one for Australian users of Facebook. Just last week, after Facebook failed to make an agreement to pay Australian news organizations for linking to their content, the company issued a ban that prevents sharing Australian or international news content on the platform. In this episode, Patrick talks to Dr. Jennifer Beckett, a lecturer in media and communications at the University of Melbourne, about the immediate ramifications that this has had and what it might mean for communities on Facebook moving forward. Dr. Beckett’s work also has a focus in the mental health of digital workers, given the prevalence of moderation-related

What are the topics of discussion that you would expect to come across in a weather community? Storms, climate change, and forecast accuracy are part of the conversation. As a community strategist at Weather Underground, Michelle Schlachta also encountered stories of people that experienced traumatic weather-related events and sought the community out for education and healing. Those are connections and healing that you can’t build through Google results or a weather forecast app. Patrick and Michelle discuss how Weather Underground provided a platform for weather experts through its blogging community and how new members with questions and less expertise about weather were welcomed into the community. In addition to sharing her experiences at Weather Underground, Splunk, and YouTube –– Michelle discusses something that a lot of us can probably relate to right now –– the isolation of working from home during the pandemic. There are no quick solutions for that but she does offer a reminder that “we’re all goin

If you have ever used Google to look up a restaurant you wanted to eat at or to research before visiting someplace new to you, you’ve probably depended on information contributed by a Local Guide. Traci Cappiello is the program manager at Google that makes sure those Local Guides feel engaged and empowered to provide helpful information to the world. With 100 million people who have contributed through the Local Guides initiative, Traci and her 12 member team focus on the one-to-many interactions that happen on Local Guides Connect, the dedicated community space for those contributors. That includes creating online and in-person experiences that reward, uplift, and encourage the Local Guides. Traci shares the team’s approach to this work and some of the checks and balances in place to make sure that all of the content shared by Local Guides is trustworthy and accurate.  Traci and Patrick discuss: How the Local Guides met the challenge of sharing accessibility information on Google The tools and teammates tha

If you were building a community product, how would you start? Who would you choose as your first hire? What efforts would you make to ensure that the product is inclusive, safe, and well-moderated? In this episode of Community Signal, we’re joined by Danielle Maveal to do a deep-dive on audio-first platforms and specifically, Clubhouse. While every platform and community has moderation issues to work through, Clubhouse has made headlines and Twitter rounds for the lax moderation that has brought anti-Semitism, misogyny, and misinformation to the “stage” on the app. In this discussion, Danielle and Patrick discuss how other audio-first platforms have approached trust and safety and what steps they would take to scale the teams, communities, and norms that power them. And while they acknowledge that not every conversation or connection that happens on the platform is bad, they offer a reminder that we can all do something to hold platforms accountable. The members and the content that we allow on our platforms

There are many different categories of diversity and, as community practitioners, continuously learning about them and questioning our assumptions will only help us build more inclusive communities. In this episode of Community Signal, we’re joined by Wesley Faulkner, a DevRel advocate at Daily, who also advocates for neurodiversity. Wesley and Patrick discuss several ways in which we can build for inclusivity within our products, communities, and teams, all through the lens of specific real-world situations. For example, if we approached writing job descriptions with inclusivity, would terms like “rock star” and “extrovert” still make their way into job descriptions? How can career tracks that account for the different skills and ambitions of the community managers on our teams create more inclusive games, communities, and more? As Wesley says in this conversation, “constraints makes things better. Some people think that if you do accessibility, that you’re restricting the creativity of the medium, but … whe

This episode marks 5 years of Community Signal! If you tune in, you’ll hear Patrick share a thank you for the incredible guests and collaborators that have helped get us here, in addition to the sponsors and Patreon supporters that have generously supported this work. We’re proud to share the stories and learnings of our peers in the community industry and Patrick, Karn, and myself look forward to speaking to more of you! If you ever have feedback on the show or want to suggest a guest, we’d love to hear from you. Please drop us a line, even if it’s just to let us know that you’re listening. Around this time last year, the burgeoning online community behind the American Society of Safety Professionals was beginning to discuss COVID-19. As the pandemic made its way across the globe, Ashleigh Brookshaw, the manager of community engagement at the ASSP, adapted to make sure that the community was positioned as a core part of the society’s online experience. In this discussion, Ashleigh talks us through the launch

In this episode of Community Signal, Patrick talks to four past guests of the show, Paula Rosenberg, Tim Courtney, Scott Moore, and Daniel Marotta, who are all looking for new full-time career opportunities. We’re hoping that by tapping into the collective power of our listeners, we can help them find their next big thing. We’ve never done this before, and here’s how you can help: First, we hope that you’ll take the time to hear their stories and the work that they’re proud to have been part of. After doing so, if you know someone who has an opportunity that matches with their expertise, please connect with them through LinkedIn or reach out to us, and we’ll gladly make a connection. More than just links to job postings or job boards, we are trying to make direct, helpful connections to people who are hiring where one of these pros would be a great fit. And even if you don’t know someone who is hiring, if you’re willing, we’d love for you to spread the word about this episode.  With each guest, Patrick dives

As classrooms have gone virtual and people are spending more time online, Duolingo has seen an influx of students and educators on their platform. Luckily, Duolingo has a structured ambassador program to help those new users find their way and achieve their language learning and teaching goals. Kevin Reaves, a community support specialist at Duolingo, talks extensively about who these ambassadors are, what motivates them, and how they exhibit ownership in areas from forum moderation to event management, course creation, and more. Their program has thousands of volunteer ambassadors and with that, quality assurance protocols to ensure that everyone is advancing Duolingo’s mission of bringing free language education to the world. Patrick and Kevin discuss: The structure of Duolingo’s ambassador program How Duolingo empowers and rewards superusers Ensuring quality in community-authored courses Their “dream” community features and tools Our Podcast is Made Possible By… If you enjoy our show, please know that it

At this point, we likely all know someone that has lost their job or had to make budget cuts because of the COVID-19 pandemic. There’s a narrative in the community industry that we must always be communicating the value we bring to the organizations we work for, but it’s also worth saying that community has really showed up to fight back against this pandemic. The work of connecting and creating safe spaces for people (think tenant unions, social justice organizations, voter registration and education efforts, community fridges, I could go on!) is more vital than ever. According to a survey conducted by the Pew Research Center, 53% of Americans say the internet has been an essential tool during the pandemic (with 34% more labeling it important). That means the work of community professionals in creating spaces where people can find value, joy, factual information, and human connection on the internet is so important. So if you’re looking for a job, let us know. And if you’re faced with making budget cuts for

Section 230 is a vitally important law for online community builders in the U.S. That’s why we’ve consistently talked about it on Community Signal, and the growing threat to its existence. The volume of legislation being proposed, that would amend Section 230, is increasingly rapidly with 6 bills proposed in September and October alone. These bills will impact online communities small and large – not just Big Tech. Whenever new Section 230 altering legislation is proposed, Jess Miers analyzes it. Jess works as a legal policy specialist at Google, while finishing up a law degree, and she joins the show to talk about what’s on the horizon. Jess and Patrick discuss: Why are legislators so focused on Section 230 right now? Trends from the bills that are on the table Regulators efforts to stop communities from moderating things that aren’t illegal Our Podcast is Made Possible By… If you enjoy our show, please know that it’s only possible with the generous support of our sponsors: Vanilla, a one-stop shop for onl

“Let the people see what I have seen.” This is what Mamie Till, the mother of Emmett Till, said when she insisted on an open casket funeral for her brutally murdered son in 1955. Photos of Emmett’s disfigured body circulated and encouraged many to join the civil rights movement. Darnella Frazier is the teenager that caught George Floyd’s murder on camera and posted it to Facebook. She later stated “that could’ve been one of your loved ones, and you would want to see the truth as well.” As the video circulated, it inspired protests across the country, and George Floyd’s name, image, and story, became a rallying cry against police brutality and systemic racism. Our guest this week, Prof. Omar Wasow, breaks down the thread between the power of these images even further: “What some of these videos do, what some of these images do, is they allow people who are outside to have a window in, to have a moment of empathy, to walk a few steps in the feet of somebody who might have suffered in some profound way.” These i

When you contribute to open source projects, Dawn Foster makes it abundantly clear that even if “you’re there on behalf of [a] company, you need to do the right things for the community.” In this episode of Community Signal, Dawn outlines the principles that she follows and shepherds as the director of open source community strategy at VMware’s Open Source Program Office. These principles foster projects and communities that are collaborative and encouraging, but of course, it does not always pan out that way. Dawn discusses how documentation and education, having a clear commitment from the company managing the open source project, and balancing for collaboration instead of number of contributions can all help to build healthy open source communities. Unlike social platforms that optimize for getting everyone to contribute an infinite amount, open source projects rely on spreading knowledge and contributions amongst the group. “In some cases we have open source projects [where] almost all of the contribution

On Community Signal, we’ve spoken to several professionals that have left the industry for other pastures. While their reasons are never exactly the same, there’s certainly a trend amongst professionals in the industry, particularly women, who bore the brunt of online abuse. As Patrick says in this episode, “if you haven’t received abuse then you’re probably not doing everything you can for your community, that’s just a sad reality. I wish that it wasn’t the case. I wish that you could somehow maintain order without making yourself a target.” In a profession where our responsibilities include moderating conversations, deleting posts, and banning people, yes, it’s to be expected that we will make some people unhappy. But as Patrick and Kellie Parker discuss, it should also be expected that our colleagues and managers understand the realities, toll, and potential dangers of this work and plan for how to support one another through it. The mental and emotional toll of working in community management is real and

Amy Jo Kim‘s work building social systems and online experiences for The Sims, Rock Band, Ultima Online, and the New York Times, to name a few, makes her an industry go-to when businesses and clients have questions about creating engaging experiences for gamers, shoppers, and more. Amy Jo is the author of Community Building on the Web (2000) and Game Thinking (2018). While some think of her as a community professional because of her writing and others know her more for her work in games, Amy Jo sees her work as continuous and intertwined. She was tackling questions around user incentives and gamification decades ago and even then she thought, “is it too late for me to write a book?” Let’s all take that as a lesson that it’s never too late to share what we’ve learned and then, as she says: “Keep going, keep getting better, keep developing new frameworks that give people value.” Patrick and Amy Jo also discuss: Amy Jo’s experience getting a community book published in 2000 Why simply just implementing “PBL” (p

If you’re reading this, we’re guessing that you are in the community management profession. Hi, how are you holding up? Between the COVID-19 pandemic, the murder of George Floyd and too many other Black people, ongoing protests for an end to systemic racism and inequality, and a looming presidential election that has a lot riding on it, life has been more challenging than usual, to say the least. And as community managers, we’re at the center of many of these conversations. Whether we’re creating spaces for people to safely discuss these challenging topics, working to build and foster diverse communities and teams, or helping companies make the leap to a fully digital workplace, our skills and work are in high demand. In this episode of Community Signal, Patrick speaks to three community professionals about how current events have impacted their lives and how they think about building inclusive communities. In the day-to-day, that might mean guiding conversations within our communities. In the broader sense,

How many virtual conferences and events have you attended recently? Now compare that to the amount of time you’ve spent playing video games during the past few months. Not giving too much away, Patrick and I would probably agree that we’ve spent more time on the latter. With screen time dominating our lives and in-person gatherings largely on hold, how can we rise to the challenge of bringing communities together in accessible, refreshing, and fun ways?  In this episode of Community Signal, principal developer advocate Austin Parker shares how he used tools like Twitch, OBS, Discord, and yes, Animal Crossing: New Horizons, to throw a deserted island conference like no other. Austin doesn’t expect every conference from here on out to be hosted in the video game, but he does hope that the pandemic and his experience with Deserted Island DevOps encourages all of us to think outside of the box when it comes to creating experiences for our communities. In his words: “You don’t have to be an expert, you don’t have

Section 230 of the Communications Decency Act has been a frequent topic of conversation on Community Signal. Its existence as we know it seems untenable given Trump’s recent executive order and Joe Biden’s criticisms of it. On this episode, community and social media professional David Flores shares some of the history of how Section 230 came to be. David worked at Prodigy just as they were coming under fire for a post that someone left on one of their message boards. While the initial court ruling went against Prodigy and found that online service providers could be held liable for the speech of their users, this decision served as the genesis for Section 230, and the ruling was overturned by the new law. He also shares how he entered the field of community management and describes navigating moderation at Prodigy in the ’80s and ’90s. For context, all deleted posts were printed so as to maintain a record. He also discusses conversations with early community platforms and how Prodigy attempted to look after