The Chief Community Officer Hype Machine

As we celebrate Community Signal’s 7th birthday, Patrick takes questions from Community Signal listeners and supporters in this first ever “Ask Patrick Anything” episode of the show.

Questions include:

• If everything had worked with CNN+, what would community look like for the platform?
• Would you rather be a working community professional or a community consultant?
• Will we ever see community leaders in the C-suite as the norm?

2023 will be Patrick’s 25th year of community work, so this is an opportunity to reflect on that passage of time. A lot has changed and, surprisingly, some things haven’t.

Joining Patrick to ask the questions and dig deeper is previous guest Jared Smith. They also cover:

• The early promise of CNN+’s Interview Club
• How community moderation tools have changed over the years
• Why community isn’t special when it comes to the C-suite

Big Quotes

You have to commit to be successful with D2C products (11:55): “If you build interactive products and kill them after three weeks, it’s hard to prove out anything. It’s hard to build out loyalty. It’s hard to build out a D2C product if you’re not willing to commit.” -Patrick O’Keefe

The magic of the unexpected in media products (13:04): “I think there is something magical that can happen when you take some of the expected nature of television or media, of what we expect is going to happen, and you throw the consumer, the community, the members, the subscribers into that. You give them the freedom to make other things happen.” -Patrick O’Keefe

Operators drive moderator tool development more than platforms (22:24): “[When it comes to moderator tools], it’s often the community of people who need something driving it more so than the platforms themselves.” -Patrick O’Keefe

Developers still focus on the frontend more than the administrative backend (23:35): “It’s a cliché to say that software developers focus on the frontend and the user experience and not so much the admin and moderation experience. That’s a cliché in our business. I think that is largely the case with some exceptions. Those exceptions tend to be people who have run communities themselves or who have a really good foundational understanding of the web from being in it for so long.” -Patrick O’Keefe

If you want to make a difference in moderator tooling, start with the communities that don’t have money (23:58): “I get pitched by developers, and I always tell them that the way to make change in this industry is to make your product available to the people who don’t have anything. The Fortune 500s of the world are always going to have money, and they’re always going to have engineers. They can figure their way around problems and pay for solutions. Most communities, 99.9% of people, don’t have any money. That’s where you make change.” -Patrick O’Keefe

Artificial intelligence isn’t a moderation panacea (24:36): “If you think about it [going back 25 years], forums are not dead and the mod tools are basically the same that we had. Remove user, close thread, things like that, a lot of that stuff. It’s the same. I also don’t think it’s a bad thing. If it ain’t broke, don’t fix it. One of the things about these AIs is sometimes they get it really, really wrong in really offensive ways. You still need that human element to counter that.” -Jared Smith