Posted in online community, Safety/Privacy, virtual worlds, web business

My Interview on the Community Signal Podcast

This past month, I had the honor of being interviewed by Patrick O’Keefe, for his community management focused podcast, Community Matters.  You can download it on iTunes or your favorite podcasting app, or stream it here:
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On the podcast, we talk about many things, but our focus was on the treatment of those staff on the front lines of community – the moderators and engagement staff that actually interact with customers.  I feel very strongly that while some of the burden of choosing and keeping a potentially toxic job is on the employee, an equal, and in some cases larger, portion of that responsibility is on the employers and brands hiring those individuals.
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Often times, they are highly marginalized team members – many are contractors with little or no interaction with the larger team or the client/brand team.  They are usually paid very low wages, even state-side, being told that they should be “happy” with their work-from-home status.
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And that’s just when the content they are handling isn’t toxic.  On most moderation teams, they have to screen out all the “bad” content, so that the audience doesn’t see it.  But the moderators still see it and are usually not given the support required to handle emotionally volatile content.  Even in communities for children, moderators can come across triggering content and some teams do not prepare their staff for that possibility.  “Becoming numb to it” is an awful skill to have to develop on the job.
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I also worry about the increasing trend to offshore moderation work to low-wage countries.  As an employer, I understand the urge, but it is difficult to maintain high quality with non-native speakers, not to mention the difficulty of oversight of procedures regarding the emotional well being of those moderators.  Just because they are offshore, doesn’t mean negative content won’t affect them the same.
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I am interested to hear your thoughts on this topic.  Let me know what you think in the comments or via twitter.
Posted in trends, web business, z personal

Answering the Drum Beat

I have spent the bulk of my career working on building safe and engaging communities for customers and audiences of all ages.  I’ve worked with established brands, but also many startups (and revamps) and taken those brands to tens of millions of happy users.

This last year working with the Metaverse team has been quite an adventure.  While there, I had the opportunity to oversee almost a hundred active projects at a time, as well as the hardworking project/account managers that kept those projects running smoothly.  I did this simultaneous to donning a new business development hat and earning some documentable sales experience in an area at which I knew I would be good.  I mean, you don’t DO services for 15 years without being able to eventually SELL services, right?

But for the past few years of my career, the beat of the entrepreneur drum just kept getting louder.  And to run with the metaphor further, the sound of the social good flutes started playing in conjunction.

I’ve come to the decision that I am going to take some reflective time.  As such, I am leaving my role as VP of Professional Services at Metaverse this week.

So… what next?

In the past, I’ve been fortunate that opportunities have become available to me when I wanted changes.  But this time I am going to be a bit more proactive.  I have a knee surgery coming up that I have been postponing for literally decades, so I am going to leverage that time, in true multi-tasker fashion, and have a good think on what I want to do next.

So I’m taking calls.  I’m having meetings.  I’m joining conversations and brainstorms.  I’m deciding what amazing thing I want to do next.

[I also plan on watching LOTS of TV in the next week while I am recouping from my surgery.  So if you want to talk with someone about that series you’ve been obsessing over – I’m probably your gal.]

Looking forward to the future and all the cool stuff I will have the pleasure of working – maybe with some of you!

Posted in marketing, online community, Safety/Privacy, virtual worlds, web business

Network makers responsibility

I think a great deal about my responsibility as a kids community producer in establishing and maintaining a healthy and safe culture in the communities I manage.  This has been the case since I began in 2000 and is a constant driving force in my career.

With the addition of Social Media to the landscape and the mass market adoption of the online world, I often feel the personal responsibility to act as a steward to this Digital Citizenship/Netizen culture with those I interact with online – be it on Facebook, Twitter, Pinterest or whatever new site anyone is jumping into at the moment.

So danah boyd’s article on online networks and their role in our society was very exciting for me to stumble upon this week.  It’s a couple months old now, but the concepts are textbook caliber and really made me reflect on the more conceptual aspects of my day to day work.  I am proud that her final statement in the article is one that I remind myself of on a regular basis.

One thing’s clear: it’s high time we examined the values that are propagated through our tools. We all need to think critically about the information we create, consume and share. We all need to take responsibility for helping shape the world around us. – danah boyd

Definitely worth the read for anyone interested in the shift our collective societies are taking and the unique concerns that apply to the digital space, as well as the ones from the offline space that have followed us online.

Posted in Club Penguin, Disney, gaming, kids, marketing, online advertising, online community, television, trends, tween, virtual worlds, web business, Webkinz

My talk at Pratt

Hi All,

I was asked to do a short talk at Pratt Institute, so I decided to share my slides.  Basically I wanted to have a short visual aid to a myriad of mainstream, large and successful properties and brands that did/do well interacting and connecting with their audience through online community and fan engagement .

Let me know if you would like more info or examples or if you have any questions.

Posted in marketing, online community, Safety/Privacy, traveling, web business

OCS09 – Are you going?

The Online Community Summit will be held October 8th & 9th in Sonoma, CA. It is hard to believe that the Online Community Summit is now in it’s eight year!

The Summit was originally convened by Jim Cashel of Forum One in October of 2001 as a unique invitation-based event, bringing together thought leaders from business, government, finance, academia and the media, who despite different positions share a keen interest in online group collaboration. Each year we gather a select group of senior online community professionals to discuss topics addressing business strategy, emerging technologies, key trends, as well as many tactical issues during the breakout sessions.

This year, I will be hosting the Summit, along with co-host Joi Podgorny, Head of Community at Mind Candy. Joi is an online community expert with areas of expertise in virtual worlds and online experiences for children.

Online Community Summit 2009 – Initial Topics & Session Leads

Really excited to be helping out with this this year.  Love this event and always leave excited and invigorated. 🙂