Working With Users:

email communication is a hassle, but it helps in communicating with contributers

Retaining them with compromises:
-Letting their voice be heard
-any time we’re thinking about doing a change
Differences in compromises when a company is small versus when it’s older/grown

Mario -Current.com

-imposed limitations to control quaity
-hard to find the right balance to call for open submissions
user engagement:
-user roundtables
-asking them if this will help their voice or gain exposure (on current.com)
Level and Incentives program when Current.com was launched:
-bringing them in on the level based on their activity on the site
-no special powers
Content:
Pointing out how it differentiates itself from quality to not good
call out content that meets quality standards

Managing expectations that come along with entitlement
-will do what is right for the business even tho it may not be right for the user (especially active users)
-A really great communicator can break down the conversation into understandable bits
-every communique adds to the overall fabric of business to public interaction
-asking the community to trust the company and it’s strategies

Kellie - discussing (Mac Central)

made mac central “mac alumni”
bringing them over to Mac World
these are the rules if you wanna stay here

Evertt (Linden Lab)

-“the fetted inner core”
-wanted 24/7 suport
-Tiered support didn’t work
-people wanted more than direct access, wanted to talk to a person
-guiding community members to positive behavior

How do you remove the power from the users?
-what have you done for me lately

Amy Tsay and Mario on Yahoo! Answers

level of credit associated with how submissions that need to be taken down are judged
if it gets taken down, credit goes up on how fast something is risen to team
if you don’t keep up good behavior, credit decays
lose it (badge) if you don’t use it
-self-important expectations created..

Leader Boards-
Don’t set yourself up for failure
Launch of Explore- ranking of pictures on flickr
-algo change uproar

Key Takeaways:
1) Setting expectations
2) Acknowledge accomplishments but don't imply permanance
3) Don't set yourself up to fail
4) Don't be afraid to say no!