“We are no longer creating things for our fans; we are creating content that resonates with a fickle algorithm.”

Hans Scharler

My blogger compatriot, @starchamber, sent me a link to a YouTube video with the text, “So good.” When they send me a link, I watch it. They were right; it was… so good.

I love Jack Conte’s story, passion, and life work. Most of us will never be in Jack’s position, but we can create our art and cultivate a true fan base. Just don’t expect to win the lottery like Jack.

Content Creator

My biggest takeaway from Jack Conte’s SXSW talk is that we need to step back as content creators, drop the content gaming, and focus on a small set of fans. The algorithmic nature of platforms like TikTok means consumers do not need to follow. We open the app, strap in, and hope the algorithm hits. Their goal is to keep us strapped in as long as possible, not to engage with creators.

What’s next? Creator Sustainablity.

Patreon, Discord, and Kajabi focus on building the tools creators need to build sustainable businesses. The future of creativity on the internet lies in creators focusing on building deep connections with their fans rather than chasing virality and algorithmic reach. In other words… creators need to stay true to their vision and make things that matter to them rather than what they think will get the most views. Part of sustainability is having an income. We must focus on meeting our needs, creating, putting ourselves out there, and creating opportunities for others to engage with us. It is counter-intuitive in this current culture. Going viral is where it’s at… right? The place to be is where creators can make things for a truly invested audience.

“I want to say something that matters to somebody. I want to say something that only I can say because of whatever experience I’ve had and my lived experience, something that is uniquely pointed to me.”

Jack Conte

What are you creating? What are you putting out there?

And… subscribe to the mailing list if you would like to support my creative work.

I reflected on my personal experiences with online communities over the years, leading me to ponder the broader implications of our need for connection. In my research, I found Matthew D. Lieberman’s book “Social: Why Our Brains Are Wired to Connect” published back in 2013. This research offered a compelling lens through which I started viewing my interactions in online communities. I started seeing something more than casual exchanges but vital components of our social well-being. In this post, I will explore how neuroscience and online community building have a shared significance.

The Science of Social Connections

Neuroscientist Matthew D. Lieberman published “Social: Why Our Brains Are Wired to Connect” in 2013 and it caused people to think differently about the brain. Lieberman presents a compelling argument, proposing that it is not just an organ of thought and reasoning but fundamentally a social organ, shaped by evolution to enable us to navigate the complexities of social life.

Introduction to “Social”

“Social” brings to light the idea that our brains are intricately designed to connect with others. Lieberman’s research utilizes cutting-edge techniques in social neuroscience to demonstrate how various parts of the brain are activated by social interaction and how these activations are crucial for our survival and well-being. This perspective shifts the focus from an individualistic view of brain function to one that places social connection at the core of our existence.

Key Insights for Online Community Builders

Neural Basis for Social Connections: Lieberman’s work highlights that certain areas of the brain, such as the medial prefrontal cortex and the posterior superior temporal sulcus, are specifically tuned to process social information. This insight is crucial for online community builders, as it underscores the importance of creating environments that stimulate these social processing areas, through engaging storytelling, shared experiences, and interactive content.

Impact of Social Pain and Pleasure: The book also delves into how social pain (like rejection or loneliness) and pleasure (like the joy of connection) are experienced in the brain, activating the same regions involved in physical pain and reward. For community managers, this underscores the significant impact of social interactions on members’ emotional states and highlights the importance of fostering a positive and inclusive community culture to enhance members’ overall experience.

Importance of Empathy and Cooperation: Lieberman emphasizes the role of empathy and cooperation in the evolution of human societies. He shows how our brains are equipped with mechanisms, such as mirror neurons, that help us understand and share the feelings of others. In the context of online communities, this suggests that facilitating empathetic exchanges and collaborative activities can strengthen bonds between members, making the community more cohesive and supportive.

By applying these insights, online community builders can create more engaging and meaningful spaces. Understanding that our brains are wired for connection can guide us in designing online environments that not only meet our innate social needs but also enrich our digital interactions, making them as fulfilling as our face-to-face connections. The science of social connections offers a blueprint for cultivating online communities that resonate deeply with their members, fostering a sense of belonging, understanding, and mutual support that transcends the digital divide.

Neuroscience Meets Online Community Building

The insights from Matthew D. Lieberman’s “Social” not only deepen our understanding of the human need for connection but also offer practical strategies for enhancing online communities. By considering how the brain responds to social interactions, community builders can devise more effective engagement strategies, develop thoughtful moderation policies, and implement techniques for membership growth that resonate on a neurological level.

Engagement Strategies

Understanding that our brains are wired for social interaction can revolutionize how we engage members of online communities. Lieberman’s research shows that positive social interactions activate regions of the brain associated with reward, similar to the way we experience physical pleasures. This suggests that creating opportunities for positive engagement—through interactive content, meaningful conversations, and collaborative projects—can stimulate these reward centers, making community participation more satisfying and reinforcing.

For example, incorporating features that allow members to express appreciation, like upvotes or thank-you reactions, can enhance feelings of acceptance and belonging. Additionally, facilitating group challenges or shared goals can leverage the brain’s reward system for cooperation, making the community experience more engaging and fulfilling.

Moderation and Governance

The impact of social pain, such as feeling excluded or facing conflict, is another critical insight from “Social.” Lieberman’s findings indicate that the brain processes social pain similarly to physical pain, which can have lasting effects on individuals’ well-being. This underscores the importance of moderation and governance policies that minimize social pain and promote a positive and inclusive environment.

Neuroscience-backed moderation strategies might include implementing clear community guidelines that emphasize respect and kindness, along with providing mechanisms for constructive feedback and conflict resolution. Creating a supportive atmosphere where members feel safe and valued can help mitigate the negative effects of social pain and enhance the overall community experience.

Membership Growth

Lieberman’s work also highlights the profound impact of social connections on health and happiness, suggesting that communities that offer deep, meaningful connections can attract and retain members more effectively. Emphasizing the health and happiness benefits of being part of the community can be a powerful tool for membership growth.

Community builders can highlight testimonials or stories from members about how the community has positively impacted their lives, fostering a narrative that membership is not just about shared interests but also about supporting each other’s well-being. Additionally, offering resources and events focused on well-being and personal growth can attract individuals seeking more than just a social network, appealing to their desire for meaningful social connections.

By applying the lessons from neuroscience to the realms of engagement, moderation, and membership strategies, online community builders can create spaces that not only draw people together but also cater to the fundamental human need for connection, ultimately leading to more vibrant, supportive, and sustainable communities.

Practical Applications and Strategies for Community Management

Building on the foundational insights from neuroscience, there are concrete strategies that community builders can employ to foster empathy, cooperation, and a culture of altruism within online communities. Additionally, selecting the right technical tools and platforms and establishing effective feedback loops are crucial for creating a community environment that mirrors the rich, nuanced interactions of face-to-face communication.

Empathy and Cooperation

Neuroscientific research, including findings presented in “Social,” shows that our brains are equipped with mechanisms like mirror neurons that help us understand and share the feelings of others. To cultivate a community culture that encourages empathy and cooperation, consider the following strategies:

• Empathy Exercises: Implement regular activities that encourage members to share their experiences and perspectives, such as themed storytelling sessions or “day in the life” posts. This can help members see the world through each other’s eyes, strengthening empathetic bonds.
• Collaborative Projects: Organize group challenges or projects that require members to work together towards a common goal. This promotes cooperation and leverages the brain’s reward system associated with collaborative success.
• Recognition Programs: Create systems to recognize and reward acts of kindness, support, and collaboration within the community. This not only highlights these behaviors as valued but also encourages a culture of altruism.

Technical Tools and Platforms

The choice of platform and tools can significantly impact the ability of an online community to replicate the nuances of in-person interactions. To enhance the community experience through technology, consider:

• Interactive Features: Look for platforms that offer a range of interactive features such as video calls, real-time chat, and collaborative workspaces. These tools can more closely mimic the dynamics of face-to-face interactions and facilitate deeper connections.
• Customizable Profiles: Platforms that allow members to create detailed profiles can help members share their personalities and interests, fostering a sense of individuality and community belonging.
• Accessibility Options: Ensure that the platform is accessible to all members, including those with disabilities. Features like screen reader compatibility and captioning for videos are essential for inclusive engagement.

Feedback Loops

Adaptability is a key feature of the social brain, as highlighted by Lieberman’s research. Online communities should embrace this adaptability through the creation of feedback mechanisms that allow for continuous evolution based on member needs. Strategies include:

• Surveys and Polls: Regularly engage the community with surveys and polls to gauge their interests, needs, and satisfaction with the community. This direct feedback can guide improvements and innovations.
• Suggestion Boxes: Implement a virtual suggestion box where members can freely share their ideas for the community. This not only provides valuable insights but also reinforces members’ sense of ownership and value in the community.
• Iterative Development: Adopt an iterative approach to community features and policies, where feedback is continuously used to make incremental improvements. This process mirrors the brain’s learning mechanisms, allowing the community to evolve in a way that best serves its members.

By applying these practical applications and strategies, community builders can create online spaces that are not only engaging and supportive but also dynamic and responsive to the ever-changing needs of their members. Through a deep understanding of the neuroscience behind social connections, we can enhance the online community experience, making it as rich and fulfilling as the connections we forge in the physical world.

The Future of Online Communities

Reflecting back on my initial foray into the world of BBQ smoking and the online community that welcomed me, it’s clear that the insights from Matthew D. Lieberman’s “Social” offer profound lessons on the power and potential of online spaces. The sense of belonging and connection I found among fellow BBQ enthusiasts was more than just a testament to our shared hobby—it was a glimpse into the fundamental human need for social bonds and the incredible potential of digital communities to fulfill this need.

Vision for the Future

As we look to the future, it’s evident that online communities hold untapped potential to not only bring people together over shared interests but to deeply satisfy our innate social needs. By applying neuroscientific insights, community builders can create spaces that go beyond mere interaction, fostering environments where empathy, understanding, and deep, meaningful connections thrive. Imagine online communities that are not only engaging but also nurturing, mirroring the rich, complex social ecosystems found in the physical world. This vision for the future is not only possible but necessary, as digital spaces become increasingly integral to our social fabric.

Call to Action

I encourage all community builders, moderators, and members to consider how the principles discussed can be woven into the fabric of their online spaces. Whether it’s through implementing engagement strategies that leverage our brain’s reward systems, adopting moderation policies that mitigate social pain, or simply fostering a culture of empathy and cooperation, the insights from neuroscience offer a blueprint for communities that enrich our lives and satisfy our deepest social needs.

Let us strive to create online communities that reflect the best of human connection, leveraging the vast potential of digital spaces to foster bonds that are as meaningful and fulfilling as those we form face-to-face.

Resources

For those interested in going deeper into the science behind social connections and community building, here are a few recommended books:

• “Social: Why Our Brains Are Wired to Connect” by Matthew D. Lieberman
• “The Art of Community: Building the New Age of Participation” by Jono Bacon
• “Connected: The Surprising Power of Our Social Networks and How They Shape Our Lives” by Nicholas A. Christakis and James H. Fowler.

So, what is creativity? Is it one of those things that means everything and nothing at the same time. Do some people just got it while others do not? Can it be learned? I had the same questions until I discovered Everything is a Remix by Kirby Ferguson.

I learned that the key elements of creativity are copy, transform, and combine. These elements serve as the foundation for innovation and creative thinking and can be applied to the realm of community building. Spend time copying. Write like your favorite author. Draw like your favorite TikTok’er. In the act of copying, you are going to learn, and you will learn what you like too. Then, you can start making changes and you will anyway. You can’t make perfect copies. You will make some subtle changes that will really produce a wide array of outcomes. At some point, you will start combining ideas and processes together to form new things. This is where creativity and invention happen. At first, I felt a little deflated when I learned what creativity was. I had this romantic notion that creativity was divine. You got ideas from the gods if you were a chosen one. Over time, disappointment gave way to opportunity. It was liberating; it was just a process. This notion fueled the rest of my career and still inspires me today, as I type.

Okay, back to community builders. How can we apply the creativity model to community building? I took a first pass at it and broke up the concept into the three elements of creativity.

Copy: The first step in the creative process, according to Kirby, is to copy existing ideas and models. For community builders, this means observing and learning from successful communities in various industries. Join Discord servers with community professionals. Join a professional network. Sign up for new platforms. By examining the strategies, structures, and engagement techniques employed by these communities, one can glean valuable insights and best practices that can be adapted to their own community-building efforts.

Transform: The next step is to transform the ideas you learn through coping. Make them unique and relevant to the specific context in which they will be applied. Community builders should not be afraid to experiment and iterate on existing models, adapting them to fit the unique needs, preferences, and values of their target audience. This process of transformation may involve modifying communication channels, creating tailored content, or introducing new engagement methods that resonate with the community’s members.

Combine: Combining multiple ideas and approaches can lead to innovative solutions and fresh perspectives. Community builders should seek to integrate diverse concepts and strategies from various sources, including marketing, psychology, sociology, and technology. For instance, they may choose to combine elements of storytelling with data-driven personalization to create highly engaging and relevant experiences for community members. By synthesizing different ideas, community builders can develop novel approaches that set their communities apart from the competition.

So, are you a creative community builder?

The landscape of community management has been dramatically evolving. The advent of artificial intelligence (AI) and, more accurately, generative AI (GenAI) stands out as a significant development that has begun to reshape how community managers operate, enhancing the effectiveness and efficiency of a community manager’s work. It may seem a bit ironic that I will be talking about leveraging AI for community managers to help manage human communities, but I see this as a tool and an area that community builders and managers need to understand. An AI-enabled community manager doesn’t replace the human touch; rather, it complements and amplifies it. AI technology can help manage the vast amount of data generated by online communities, automate routine tasks, personalize member experiences, and provide valuable insights—all of which can empower community managers to build stronger, more connected communities.

“While AI can automate several tasks, the ultimate responsibility for the community lies with the human community manager.”

Hans Scharler

Let’s delve into several applications of AI in community management, exploring how it can enhance moderation, personalization, insights and analytics, and community engagement. I will start abstract, touch upon the good and the bad, and then zoom in on practical things you can do right now with ChatGPT.

AI + Community Manager Use Cases

AI for Moderation

The role of a community manager often involves enforcing community guidelines, managing conflicts, and ensuring that the community remains a safe and respectful space for all members. This task, while crucial, can be time-consuming, particularly in larger communities. That’s where AI comes into play.

AI can be leveraged to automate the moderation process, taking over the repetitive task of scanning and moderating content. Using Natural Language Processing (NLP) and Machine Learning, AI can be trained to identify and remove posts that violate community guidelines. This includes detecting hate speech, spam, inappropriate content, and even subtle forms of harassment that may otherwise be missed.

AI-powered moderation tools can operate around the clock, ensuring consistent monitoring and immediate action against violations. This not only saves a significant amount of time for community managers but also helps in maintaining the overall health and integrity of the community.

AI for Personalized Experiences

One of the key responsibilities of a community manager is to create relevant and engaging content that resonates with their audience. However, considering the diverse interests and preferences of community members, delivering personalized experiences can be challenging. This is another area where AI can make a substantial impact.

AI has the ability to analyze vast amounts of data in real-time, segmenting audiences based on their behavior, preferences, and interactions with the community. Based on these insights, AI can help community managers deliver highly personalized content or experiences. This might involve tailoring newsletters to suit the interests of different segments, recommending relevant content to individual members, or even customizing the community interface for different user groups.

Such personalized experiences not only make members feel valued and understood but also increase engagement and retention rates within the community.

AI for Insights and Analytics

Community managers often need to make data-driven decisions to guide the growth and development of their communities. But the sheer volume of data generated by online communities can be overwhelming. AI can be a game-changer.

AI-powered analytics tools can quickly and accurately process large amounts of data, identifying patterns, trends, and correlations that a human analyst might miss. They can analyze posts, comments, likes, shares, and other forms of engagement to determine what content resonates with the community. They can also monitor key metrics over time to identify trends, measure the impact of different initiatives, and predict future behaviors.

Such deep insights can enable community managers to make more informed decisions, fine-tune their strategies, and predict future trends, helping them stay ahead of the curve.

AI for Engagement

Maintaining high levels of engagement is crucial for the vibrancy and sustainability of a community. However, with members located in different time zones and having different schedules, providing 24/7 interaction can be a logistical challenge for community managers.

AI-powered tools like chatbots can provide constant interaction within the community. They can answer queries, provide information, and even facilitate discussions, no matter the time of day.

AI can help identify less active or disengaged members of the community. Community managers can then focus their efforts on re-engaging these members, ensuring no one feels left out.

It’s All Upside, or Is It?

What could go wrong? Or, another way to ask it: What could go right? My hypothesis is that community is the only way companies will differentiate themselves in the era of AI. Leveraging AI means that we can do some things for efficiency and increased engagement, but at the detriment of others.

Increase in Efficiency and Productivity

AI can take over many of the routine, mundane tasks that consume a significant portion of a community manager’s day. These may include content moderation, routine query resolution, scheduling posts, and data analysis. By automating these tasks, AI frees up community managers to focus on more strategic and creative aspects of their role, such as planning engagement strategies, building relationships with members, or creating impactful content. This automation does not only increase efficiency but also boosts productivity.

Enhanced Decision-making

AI’s ability to analyze vast amounts of data in real-time and provide valuable insights can significantly enhance the decision-making process. These insights may include trends in member engagement, content performance, sentiment analysis, and much more. With such data at their fingertips, community managers can make more informed decisions that align with their community’s needs and preferences. This can lead to more effective strategies, higher engagement rates, and ultimately, a more vibrant community.

Improved Member Experiences

AI has the potential to transform the way members interact with the community and the way the community responds to its members. Through personalized content, AI can make members feel more seen and valued. AI-powered chatbots can provide immediate, 24/7 responses to member queries, creating a more interactive and responsive community. Additionally, AI’s ability to detect and remove inappropriate content quickly can contribute to a safer and more respectful community environment. These enhancements can lead to improved member experiences, higher satisfaction rates, and increased member retention.

Scalability

As communities grow, the volume of tasks can become overwhelming for community managers. Larger communities mean more content to moderate, more queries to answer, more data to analyze, and more members to engage with. AI can assist in managing this increased workload effectively. With AI, community managers can ensure consistent moderation, response times, and engagement levels, regardless of the community’s size. This allows communities to scale without compromising on the quality of management, making growth more sustainable in the long run.

Potential Challenges

• Privacy Concerns: AI systems often require access to a vast amount of data to function effectively. This can raise concerns about privacy, as community members might be wary of their personal information being used to train AI models. Transparent data policies and rigorous security measures will be essential to assuage these concerns.
• Technology Learning Curve: The deployment of AI requires a certain level of technical knowledge. For community managers without a background in technology, this can present a steep learning curve. Ongoing training and support can help community managers adapt to this new tool more effectively.

Ethical Considerations

• Bias in AI Systems: AI systems are trained on datasets and can inadvertently learn and replicate biases present in this data. For instance, an AI moderation tool might disproportionately flag content from certain demographics if it has been trained on biased data. It’s crucial to ensure that AI systems are trained on diverse and representative data to mitigate these biases.
• Transparency and Consent: When AI is used to personalize experiences or analyze member behavior, community members should be informed about it. Transparent communication about how AI is used, what data is collected, and how that data is processed is essential. Furthermore, community members should have the ability to consent to their data being used in this manner.
• Accountability: While AI can automate several tasks, the ultimate responsibility for the community lies with the human community manager. When things go wrong, such as incorrect content removal by AI, community managers should step in to correct the issue and take steps to prevent its recurrence.

IRL Use Cases

LinkedIn’s AI-Powered Moderation

LinkedIn, with its vast user base, leverages AI to ensure safe and respectful interactions within its professional community. The platform uses AI and Machine Learning algorithms to detect and remove content that violates its community guidelines. AI is also used to flag potential harassment or unprofessional behavior, even if it’s subtle or implicit. This proactive approach to moderation helps create a safer environment for all members and maintains the platform’s professionalism.

Spotify’s Personalized Recommendations

Spotify has become famous for its uncanny ability to suggest songs and artists that align with the listeners’ tastes. This is made possible through AI and Machine Learning algorithms that analyze a listener’s behavior, including their song choices, likes, shares, and skips. Based on these insights, Spotify can deliver highly personalized recommendations, creating a unique and engaging experience for each listener. This application of AI for personalization could be mirrored in community management to deliver personalized content or experiences to community members.

Stack Overflow’s Community Insights

Stack Overflow, a community for developers, leverages AI to gain insights from its vast trove of data. The platform uses Machine Learning to analyze posts, votes, and other forms of engagement, providing insights into trends, content performance, and user behavior. These insights help community managers make data-driven decisions, tailoring their strategies to the community’s evolving needs and preferences.

Sephora’s Chatbot Assistant

In the beauty industry, Sephora has been a pioneer in leveraging AI to enhance customer engagement. The company uses an AI-powered chatbot on its website and app to interact with customers, answer their queries, and provide personalized product recommendations. The chatbot can handle multiple queries simultaneously and operate 24/7, ensuring consistent and timely responses. This has not only improved the customer experience but also freed up the customer service team to handle more complex queries. The same principle can be applied in community management, using AI-powered chatbots to maintain constant interaction within the community.

ChatGPT Prompt Engineering for Community Managers

Let’s get practical with some things you can do right now. Go to ChatGPT, Bard, Bing Chat, Copilot, or <insert new chatbot that just released that is mindblowing according to AI influencers>.

The Art of Crafting Prompts

To harness the capabilities of ChatGPT effectively, you need to master the art of prompt engineering. A prompt is essentially an input that you provide to the model, and the AI generates a text response based on that. The quality and relevance of the output largely depend on the prompt.

Be Specific: The more specific your prompt, the more likely you are to get the response you want. If you’re too vague, the language model may not understand exactly what you’re asking for. For instance, instead of saying “Generate a welcome message”, you could say “Generate a warm, friendly welcome message for new members joining our online photography community.”

Provide Context: ChatGPT doesn’t have knowledge of previous interactions unless they are included in the prompt. If a certain context is needed for the AI to generate an appropriate response, make sure to include it in the prompt.

Set the Right Tone: The tone of your prompt can influence the tone of the AI’s response. If you want a formal response, use a formal tone in your prompt. If you want a casual or friendly response, use a casual or friendly tone.

Experiment: Different phrasings can yield different responses, so don’t be afraid to experiment with various ways of writing your prompts.

Ask for Variations: Instead of asking for something, ask for 10 variations of that something. You might find something that you like.

Remember That It’s a Conversation: If you don’t like something, say that you don’t like something. If you want to go down a different path, go down a different path. This takes awhile to get used to since we are so used to Google’ing (or is it Bing’ing?).

Manage Expectations: Remember that while ChatGPT is a powerful tool, it’s not perfect. It doesn’t understand the world or human emotions the way we do. So, there may be times when it doesn’t quite hit the mark. That’s okay. With practice and refinement, you can get better results.

Prompt Templates

These are right out of my playbook. Use these templates on ChatGPT as a starting point:

"Compose a friendly and engaging announcement for the upcoming online community event, '<Event Name>'. Include details about the event's purpose, which is '<Purpose of the Event>', the date '<Event Date>', and time '<Event Time>'. Explain how members can participate in '<Instructions for Participation>'. Remember to maintain a positive and inclusive tone throughout the message, and encourage participation and discussion within the community."

"Draft a post to welcome new members to our community, '<Community Name>'. Be sure to include a brief introduction about the community, its purpose '<Community Purpose>', what they can expect as members, and some basic guidelines '<Community Guidelines>'. Always maintain an inviting and inclusive tone."

"Compose a message to address a common issue '<Issue Description>' that has been raised by multiple community members. Explain the steps we are taking to address this issue, thank the community for their patience and understanding, and ask for any additional suggestions or feedback."

"Write an engaging end-of-year recap for our community, '<Community Name>'. Highlight the key achievements '<Key Achievements>', popular discussions '<Popular Discussions>', and notable members '<Notable Members>'. Also, include a look ahead to what's coming next year '<Future Plans>'. Keep the tone appreciative and excited for the future."

Analysis

I often see walls of topic threads and their respective titles, but I don’t know what it all means. I used to sample some of the posts and process them. Lately, I have been only using the topic titles and trying to find patterns using ChatGPT.

Here’s an example list of the last 15 forum post titles.

1. “How to Train My First Model with the New AI?”
2. “Understanding Different Parameters in AI Training”
3. “Preparing Training Data for the New AI?”
4. “Need Help: My Model is Overfitting”
5. “AI Performance: How to Improve Accuracy?”
6. “Any Creative Use Cases to Share?”
7. “Receiving Error Code 404 During Model Training”
8. “How to Interpret the AI Model’s Output?”
9. “Challenges and Solutions in Generative AI”
10. “How to Optimize Computing Resources for Training?”
11. “Is My Data Secure with the New AI?”
12. “Experiencing Issues Post-Update”
13. “Seeking Tips: Improving My Model’s Response Time”
14. “UI Improvements Needed for the AI Platform”
15. “How to Connect AI with Other Software?”

I can just post this list to ChatGPT and ask for patterns, categorizations, or insights.

What are the top four themes in these posts?

How are the users feeling?

Based on the titles of the posts, it seems like the users are experiencing a mix of emotions:

1. Curiosity and Enthusiasm: Some users seem eager to learn about AI, its parameters, training process, and use-cases. This is evidenced by posts like “How to Train My First Model with the New AI?”, “Understanding Different Parameters in AI Training”, and “Any Creative Use Cases to Share?”.
2. Frustration and Confusion: Some users seem to be facing issues and challenges, which could lead to feelings of frustration or confusion. This is seen in posts like “Need Help: My Model is Overfitting”, “Receiving Error Code 404 During Model Training”, and “Experiencing Issues Post-Update”.
3. Concern and Inquiry: There are users who are concerned about issues like data security and integration of AI with other software. This is reflected in posts like “Is My Data Secure with the New AI?” and “How to Connect AI with Other Software?”.
4. Aspiration for Improvement: Some users are focused on improving their existing models, the AI’s performance, or the AI platform’s user interface, suggesting a proactive and constructive mindset. This is seen in posts like “AI Performance: How to Improve Accuracy?”, “Seeking Tips: Improving My Model’s Response Time”, and “UI Improvements Needed for the AI Platform”.

What are three resources that I should create to improve the community?

Based on the post titles and the emotions and themes you’ve identified, here are three resources that could potentially improve the community:

1. Tutorials and Guides: Comprehensive, step-by-step tutorials and guides on AI model training, including preparing data, understanding parameters, interpreting output, and optimizing resources. This would address the curiosity and enthusiasm of users wanting to learn more, and also help those facing confusion in getting started or improving their models. You could also include common error handling and troubleshooting tips.
2. Webinars or AMA (Ask Me Anything) Sessions: Regularly scheduled webinars or AMA sessions with AI experts could be an excellent way to engage the community. These sessions could cover a range of topics from practical tips and best practices to more advanced topics like generative AI. They also provide a platform for users to ask questions and get real-time answers, addressing both curiosity and confusion.
3. Secure Coding Practices and Integration Guides: Provide resources on secure coding practices, data privacy, and guidelines on integrating AI models with other software. This could alleviate some of the concerns related to security and integration, helping users feel more confident in using the AI platform.

So, not everything I just experienced with ChatGPT is actionable, but the interaction gave me a lot of things to consider. Even if you spend some time each day doing this, you might find a good direction that you can go or new area to build within your community.

Embracing the Future Together

As we stand on the precipice of this new era in community management, it’s important to remember that we’re in this together. While the power of AI is transformative, it’s the human aspect of community management that makes a community truly vibrant, inclusive, and resilient. AI enhances our capabilities, allowing us to foster stronger, more engaged communities. We are not building AI-centered communities; we are building human-centered communities using all of the tools that we have at our disposal.

As community professionals, we’re lifelong learners, always adapting and growing with the changing digital landscape. The integration of AI into community management is a new chapter in this learning journey. It may seem daunting at first, with technical complexities, ethical considerations, and fears of the unknown. But remember, every revolution starts with a single step. The key is to take that step with an open mind, a willingness to learn, and a commitment to harnessing AI’s power responsibly.

This is a collaborative journey. As we explore the possibilities of AI-enabled community management, your thoughts, experiences, and insights are invaluable. I invite you to share your own use cases, examples, tips, and tricks. How have you leveraged AI in your community? What challenges have you faced and how did you overcome them? Are you a hard pass?

My name is Hans Scharler. I am a community builder.

My goal with this series of blog posts is to explore AI and community and how community will drive change in business. Community is about being authentic and taking your members along with you. We form a symbiotic relationship as we build movements together.

Community is the only way companies will differentiate themselves in this era of AI.

Hans Scharler

Figuring out where to start this series of blog posts was challenging—a quandary, if you will. Do I explain the value proposition of community? Do I provide all of the background and context? Well, I decided to kick off this series with my hypothesis: community is the only way companies will differentiate themselves in the era of AI.

Let’s first acknowledge the sweeping wave of AI’s influence, from sophisticated tools like ChatGPT and its underlying large language model and transformer technology to image generation from simple language prompts. AI has completely changed how businesses work; they just might not know it yet. Recent breakthroughs, services, and combinations of services have brought about a level playing field. This means that your current technical edge in the marketplace will erode quickly, as anyone with text prompting can duplicate a feature of your app, game, or service. They can’t, however, duplicate your community.

That’s where having a community-driven strategy comes in. It’s a new way of doing things that moves the focus away from simple transactions and toward building relationships with users and customers. This happens by being authentic and getting people involved. Companies can use the power of their communities to not only survive but to thrive in this brave new world.

Key Takeaway

If you take one takeaway away, then take this one takeaway away… You must shift your organization’s plan to a community-driven marketing and development strategy in the age of AI. With AI leveling the playing field, companies must find new ways to set themselves apart and build long-lasting relationships with their users and customers. The community-driven approach is a powerful way to solve problems because it lets businesses take advantage of the huge potential of human connection and shared growth.

What lies at the very core of community-driven marketing and development? This approach can be summed up in three key points: fostering relationships that benefit both parties, making sure people stay engaged, and fostering growth for everyone

• Relationships are the bedrock of any successful community-driven initiative. By genuinely interacting with users and customers, organizations can learn a lot about their wants, pain points, and goals. This open conversation helps companies learn more about the people they want to reach, so they can make sure their products and services are right for them. In turn, customers feel heard and appreciated, which builds trust and loyalty that go beyond simple transactions.
• Consistent participation is the most important thing for keeping a community-driven approach alive. Customers today get a lot of marketing messages and have shorter and shorter attention spans, so companies must always find ways to keep their audience interested. This can be done in a number of ways, such as by providing useful content, making it easy for people to talk to each other, and giving members of the community special perks. By making people feel like they belong and are part of a group, businesses can not only keep their customers but also turn them into passionate brand advocates.
• Shared growth is the ultimate goal of community-driven marketing and development. By getting customers and users involved in the ideation, creation, and improvement of products and services, companies can give their customers and users a sense of ownership and pride. This way of working together makes sure that products and services change to meet the ever-changing needs of the market and gives users and customers the power to help the company succeed. As a result, businesses can enjoy sustainable growth and a competitive edge in the market.

Community-driven marketing and development is no longer just an option in the age of AI; it is an absolute must. Businesses can use the power of community to stand out in a crowded market and reach new heights of success by embracing the ideas of relationships, sustained engagement, and shared growth.

Subscribe, comment, and let’s explore this together. Welcome to The Age of Authenticity.

To get started, open the MATLAB AI Chat Playground in your favorite desktop web browser. Select an onboarding prompt or type in a question, an idea, or a request for code.

The AI returns explanations, code, and ideas for how to continue the conversation. You can run the code in real-time thanks to the MATLAB Online compute server. You can rate the output using the thumbs-up or thumbs-down buttons. This helps us tune the experience over time.

I have been living with the AI Chat Playground since May and learning with a group of community users. I try to use the playground for my MATLAB questions and work instead of using a search engine. The playground does not do the work for me, but it does help me get closer to a solution. The idea is to accelerate learning and building. If I shave some minutes off looking for an example or answer, then I can stay in the zone longer. These minutes add up over the course of a day, a week, a month, or a year—just little efficiencies that pile up.

My old friend, Jay, called me on his commute the other day, and he said something that has been sticking with me all week.

“This is the worst that Generative AI technology will ever be.”

Jay Huie

Right now, ChatGPT from OpenAI, Bard from Google, and Poe from Anthropic are already amazing large-language models. It is crazy to think that this is the worst version of the technology, and that is only up from here. We have been living in this world for about 11 months. Buckle up.

So, over to you. Head over to the MATLAB Central community to access the AI Chat Playground. Let me know what you learn or build. And share with the rest of the community in the MathWorks Community Discussion Area for Generative AI.

Key Points From Good to Great

“Good to Great: Why Some Companies Make the Leap… and Others Don’t” is a management book authored by Jim Collins. First published in 2001, the book is the result of a comprehensive research study conducted by Collins and his team, in which they analyzed and compared companies that made the transition from good performance to great performance and sustained it over the long term.

Here are some key points and concepts from the book:

1. Level 5 Leadership: Collins introduces the idea of Level 5 Leadership, which refers to leaders who blend personal humility with professional will. These leaders aren’t typically high-profile or charismatic but are incredibly effective at driving their companies to success.
2. First Who, Then What: Before determining a strategic direction, companies that went from good to great started by getting the right people on board (and the wrong people off). Once the right team was in place, deciding on the best path forward became much easier.
3. The Hedgehog Concept: This idea is based on the ancient Greek parable that says, “The fox knows many things, but the hedgehog knows one big thing.” Good-to-great companies focus on what they can be the best in the world at (and equally important, what they cannot be the best at). This focus is as much about deciding what not to do as it is about deciding what to do.
4. Culture of Discipline: Collins argues that when you combine a culture of discipline with an ethic of entrepreneurship, you get the magic combination of sustained results and the ability to adapt to change.
5. The Flywheel and the Doom Loop: The transition from good to great doesn’t happen overnight. Instead, there’s a process of building momentum over time, similar to turning a heavy flywheel. Conversely, companies that jump from one new program or fad to another find themselves trapped in the “doom loop.”
6. Technology Accelerators: Good-to-great companies think differently about technology. They avoid jumping onto technology bandwagons and only adopt technologies that align directly with their Hedgehog Concept.
7. The Stockdale Paradox: Named after Admiral Jim Stockdale, who was a prisoner of war during the Vietnam War, this concept emphasizes the importance of confronting the brutal facts of a current situation while maintaining unwavering faith that you will prevail in the end.

From Good to Great Communities

Let’s replace the idea of company with community and see how we can twist the key points to support a community strategy.

Level 5 Leadership

Level 5 Leaders are known for:

• Their accomplishments Enriching the lives of others
• Leading their organizations to change the world for the better
• Setting their successors up for even better results in the next generation
• Building sustained excellence beyond their tenure
• Not needing or expecting to receive credit for future successes
• Putting people first and strategy second
• Finding the right people for the organization, getting rid of the wrong ones, and putting employees in the appropriate positions
• Making difficult decisions that may not be popular but are necessary for the good of their organizations

In the realm of online community management, the essence of Level 5 Leadership—blending personal humility with professional will—becomes increasingly vital. As online spaces grow and evolve, the need for leaders who embody these traits can be the determining factor in transitioning a community from good to great.

Personal Humility: Online communities thrive on genuine interactions. A Level 5 Community Manager understands that their role isn’t about being the loudest voice or the shining star, but about facilitating and elevating the voices of others. They actively listen, show empathy, and appreciate contributions from all members, no matter how big or small. By placing the community’s needs and aspirations above their own, these managers foster trust and cultivate an environment where members feel valued and heard.

Professional Will: Equally critical is a relentless commitment to the community’s vision and goals. A Level 5 Community Manager is resolute in maintaining community standards, guiding discussions back on track, and ensuring that the space remains positive and productive. They make tough decisions when needed and do so with the community’s best interest at heart. Their determination is not about exerting authority, but about steering the community towards its shared objectives and aspirations.

To transition an online community from good to great, it’s not just about the tools, platforms, or the number of members. It’s about having a leader who can humbly serve the community while possessing the unwavering drive to uphold its vision. Such leadership ensures that the community remains cohesive, engaged, and purpose-driven, setting the foundation for long-term success and impact.

First Who, Then What

The principle of “First Who, Then What” is pivotal in establishing and maintaining thriving digital spaces. At the core of this concept lies the belief that before charting out any strategic direction or initiating activities, it’s essential to ensure that the right people are in place to drive the community forward.

The Right People: Before determining the content, themes, or engagement strategies for an online community, it’s paramount to identify and onboard individuals who genuinely resonate with the community’s values and vision. These might be moderators, key contributors, or even influential members who have a positive and contagious energy. Their passion, commitment, and alignment with the community’s ethos will significantly influence the direction and tone of discussions, ensuring a vibrant and constructive space.

The Wrong People: Just as important as bringing the right people on board is identifying and, if necessary, parting ways with those who might not be a fit. This isn’t about exclusion but about ensuring the health and integrity of the community. Misaligned members can derail conversations, breed negativity, or create discord. A proactive approach in understanding and managing such members can make the difference between a flourishing community and a fragmented one.

Once the right team of moderators and influential members is in place, the community’s trajectory towards greatness becomes clearer and more achievable. With their collective insights, experiences, and energies, decisions about engagement strategies, content themes, and growth initiatives become more intuitive and effective.

The Hedgehog Concept

In the intricate landscape of online communities, the Hedgehog Concept offers a transformative approach to community management. Drawing inspiration from the ancient Greek parable, where the fox, despite its cunning, is often outmaneuvered by the single-minded focus of the hedgehog, this concept champions the power of simplicity and clarity in purpose.

Understanding the One Big Thing: For an online community to transition from good to great, it’s vital for community managers to truly comprehend what their community can excel at. This isn’t just about recognizing what the community is passionate about, but also understanding what can drive sustainable engagement and where the community’s true value lies. It’s the intersection of these three facets – passion, excellence, and value – that defines a community’s core strength.

Avoiding The Fox’s Dilemma: Just as crucial as pinpointing the community’s strength is the conscious decision to let go of diversions. An online community can be tempted to chase multiple trends, topics, or engagement strategies. However, spreading too thin can dilute the essence and focus of the community. By adhering to the Hedgehog Concept, community managers can avoid the pitfalls of becoming a “jack of all trades, master of none.”

Consistency in Action: Once the central strength of the community is identified, every decision, strategy, and action should align with this focal point. Whether it’s curating content, fostering discussions, or onboarding new members, consistency in promoting and nurturing the community’s core strength ensures that members feel a strong sense of purpose and belonging.

Culture of Discipline

Fostering a “Culture of Discipline” can be the linchpin that elevates a community from being good to achieving greatness. This concept, rooted in the balance between structure and freedom, provides a framework that community managers can adopt to ensure sustained growth, harmony, and impact.

Disciplined People: The first step in instilling a culture of discipline in an online community is ensuring that the people, especially the moderators and key contributors, embody discipline in their actions and interactions. These individuals set the tone for the rest of the community, and their commitment to upholding community values, norms, and goals is paramount. Their discipline is not born out of rigidity but stems from a genuine dedication to the community’s success.

Disciplined Thought: A community that fosters disciplined thought encourages its members to engage in constructive discussions, share informed opinions, and respect diverse viewpoints. This doesn’t mean stifling creativity or debate, but rather promoting thoughtful and meaningful interactions that align with the community’s core values and objectives.

Disciplined Action: Ensuring that the community operates within set guidelines and standards is crucial. A culture of discipline involves taking consistent actions – from moderating discussions and managing conflicts to promoting positive interactions and celebrating community achievements. This consistency ensures that the community remains focused on its goals, even as it grows and evolves.

Yet, a true culture of discipline is not about bureaucracy or rigid control. It’s about creating a space where members feel empowered to contribute meaningfully, knowing that there’s a strong framework in place that supports order, respect, and positive growth. It’s this delicate balance between freedom and structure that allows an online community to thrive.

The Flywheel and the Doom Loop

Online communities, much like organizations, thrive on momentum. Jim Collins’ metaphor of the “Flywheel and the Doom Loop” offers valuable insights into the dynamics of building and sustaining successful online communities. This concept emphasizes the gradual buildup of consistent efforts leading to transformative results, contrasting it with the pitfalls of inconsistent, reactive measures.

The Flywheel Effect: In the context of an online community, the Flywheel represents a series of consistent, well-thought-out actions and strategies that, over time, compound to create a powerful momentum. Initiatives such as fostering meaningful discussions, recognizing and celebrating member contributions, and ensuring a safe environment might seem incremental in isolation. Still, when executed consistently, they cumulatively build a community’s strength and cohesion. Like pushing a heavy flywheel, the initial efforts may appear to have minimal impact. However, with persistence and consistency, the community begins to gain momentum, eventually reaching a point where its growth and engagement become self-sustaining.

The Doom Loop: On the flip side, the Doom Loop embodies erratic, reactionary approaches that disrupt a community’s growth trajectory. Jumping from one trend to another, frequently changing community guidelines, or inconsistently enforcing community norms can lead to confusion, mistrust, and disengagement among members. Such sporadic actions, even if well-intentioned, can derail a community’s progress, much like how erratic pushes can stop a flywheel’s motion.

For community managers, recognizing the power of the Flywheel effect means having a clear vision and strategy for the community and staying committed to it. It involves understanding that building a thriving community is not about quick fixes or sudden bursts of activity, but about sustained, consistent effort. Equally important is avoiding the pitfalls of the Doom Loop, ensuring that decisions are proactive, aligned with the community’s long-term vision, and not merely reactions to transient challenges or trends.

In conclusion, taking an online community from good to great requires the patience and perseverance of steadily pushing the Flywheel, building momentum with each thoughtful action. By avoiding the short-term temptations and inconsistencies represented by the Doom Loop, community managers can ensure that their communities not only grow but thrive and sustain their success over the long haul.

Technology Accelerators

Technology stands as a driving force behind the success of many endeavors, including online communities. Jim Collins’ idea of “Technology Accelerators” underscores the strategic use of technology to propel an entity forward, rather than merely jumping onto technological bandwagons. For online community managers, this concept provides a roadmap for harnessing technology to transform communities from good to great. Is Generative AI a bandwagon?

Strategic Adoption: For a community to truly benefit from technology, it’s imperative that technology serves the community’s core objectives and values. Instead of adopting every new tool or platform that emerges, community managers should critically evaluate how a particular technology aligns with the community’s goals. Does it enhance member engagement? Does it facilitate better communication? Does it uphold the community’s ethos? If the answer is yes, then that technology can act as an accelerator, pushing the community towards greatness.

Empowering Members: Technology, when used right, can empower community members by offering them more avenues to interact, share, and learn. Tools that allow for collaborative projects, real-time discussions, or even gamified engagement can boost participation and foster a sense of ownership among members. However, the key is to ensure that these tools are intuitive, inclusive, and add genuine value to the member experience.

Staying Agile: While it’s essential to be discerning in adopting technology, it’s equally crucial for community managers to remain agile. The digital landscape evolves rapidly, and what works today might become obsolete tomorrow. Regularly reviewing and updating the community’s technological toolkit ensures that the community remains dynamic and responsive to members’ changing needs.

The Stockdale Paradox

The “Stockdale Paradox,” named after Admiral Jim Stockdale, emphasizes the balance between facing the harshest realities of one’s current situation while maintaining unwavering faith in eventual success. This duality of acknowledging challenges without losing sight of the ultimate vision provides a powerful perspective for online community managers striving to take their communities from good to great.

Facing Brutal Facts: Every online community, regardless of its size or niche, encounters challenges. These might range from member conflicts and engagement lulls to external criticisms or technological setbacks. A community manager, akin to Stockdale’s mindset, must have the courage to confront these brutal facts head-on. This means actively acknowledging issues, being transparent with members about challenges, and taking proactive measures to address them. Pretending problems don’t exist or downplaying their impact can erode trust and hinder a community’s growth.

Unyielding Optimism: While it’s crucial to recognize and tackle challenges, it’s equally essential for community managers to maintain an unwavering belief in the community’s potential and future success. This optimism serves as a beacon of hope for members, especially during tough times. It reminds everyone of the community’s purpose, values, and the collective vision they’re working towards. This steadfast belief can inspire members to rally together, contribute positively, and work towards overcoming obstacles.

Balanced Leadership: The true essence of the Stockdale Paradox in online community management lies in striking a balance between realism and optimism. Managers need to ensure that while they’re addressing challenges, they’re also celebrating successes, no matter how small. Highlighting wins, sharing positive stories, and constantly reminding members of the community’s goals and achievements can fuel motivation and foster a sense of collective pride.

Where do we go from here?

As community builders and managers, we should drawing inspiration from any source that we can. We need to discuss, try, learn, and tweak. Building and managing an online community is both an art and a science, blending human connection with strategic execution. Elevating an online community to greatness is not a singular action but a continuous journey of strategic decisions, steadfast commitment, and genuine passion. Do you love what you do?

My guiding principal: build relationships and the rest works itself out.

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I am really excited to give this talk in person with my community manager peers and heroes at the awesome meeting space, Convene, located at One Boston Place, Boston, MA. AI is on everyone’s minds, and probably more so for community professionals. Community is really about connection and engagement with people, joining together for a movement. How does AI fit into this? Will it be disruptive? Chen and I are going to explore all of these questions, provide some answers, and mostly get us all thinking about the future of community in the era of AI.

I hear the event is almost sold out, but there are a few remaining spots for the summit. Register here: https://communityroundtable.com/product/community-technology-summit-2023/

Connect is the main event for The Community Roundtable, a professional organization for all of us who are trying to start movements and build out community programs to, ahem, change the world. Connect blends expert community builders with unique networking, collaboration, and learning opportunities for every level of community leader. You’ll walk away with meaningful new connections and ways to improve your community program immediately.

I look forward to seeing you again and meeting a bunch of new people in the community of community professionals. If you can’t make the event, you can always chat with me and others about community on The Quandary Discord server.

Community is a System

As a community manager, I constantly search for new insights and perspectives to enhance my understanding of the intricate dynamics within online communities. Recently, I re-read, “Thinking in Systems”. This book offers a profound and refreshing approach to understanding complex systems – everything from ecological processes to economic models. As I read it again, my mind began to draw parallels between the systems thinking approach and the role of a community manager. Imagine the impact of applying systems thinking to our work in community management! What if we viewed our communities not merely as separate individuals interacting, but as complex, interconnected systems, full of feedback loops, leverage points, and patterns that could offer us deeper insights? With this perspective, we could uncover new ways to build, sustain, and enrich our communities, crafting spaces that are more engaging, resilient, and adaptive than ever before.

“If we transform our thinking, we transform our communities.”

Hans Scharler

Systems Thinking

Systems thinking provides community managers with an expansive lens to understand and navigate the complexities of their online communities. Traditional approaches might view community management in terms of isolated elements: members, content, rules, etc. While these elements are indeed important, focusing on them separately may lead to incomplete solutions or unintended consequences.

For example, in response to negative behavior in a community, a traditional approach might impose stricter rules or increase moderation. While these actions may curb the negative behavior in the short term, they might also create an oppressive environment, stifling free discussion and potentially driving away members. If the underlying issues aren’t addressed, the problems might resurface, leading to a vicious cycle of rule-breaking and punishment.

How to Shift

Systems thinking involves a shift in mindset. It’s not about prescribing one-size-fits-all solutions, but about developing a deeper understanding of the complex, interrelated factors that shape your online community. By considering these principles, community managers can create more engaging, resilient, and vibrant online spaces.

1. Identify the elements, interconnections, and function of the system: Start by identifying key components of your community (members, content, platforms), the interconnections (communication, shared activities), and the overall purpose of the community (networking, support, learning, etc.). Understand how these elements interact and contribute to the larger purpose.
2. Understand the types of feedback loops: Feedback loops in a community might be member engagement leading to more content, which in turn draws in more members (reinforcing loop), or moderation efforts that balance out disruptive behavior and keep the community environment healthy (balancing loop).
3. Recognize time delays and nonlinearity: Changes made today may not show immediate effects. The growth of a community or the impact of a new policy might take time to unfold. Also, small actions, like highlighting member contributions or consistently enforcing rules, can lead to substantial long-term community health and growth.
4. Consider the community’s resilience and adaptability: How well can your community handle disruptions or changes? Factors like the diversity of members, the strength of community norms, and the flexibility of your platforms can affect this.
5. Identify leverage points: A small change in the community can lead to big results. This could be introducing new modes of interaction, redefining community guidelines, or even recognizing and rewarding positive behavior.
6. Beware of community traps: Some common traps in community management could include over-policing, leading to a stifling atmosphere, or the echo chamber effect, where a lack of diverse viewpoints leads to stagnant conversation. Identifying and avoiding these traps can lead to a healthier community.
7. Think in terms of hierarchies: Recognize that your community exists within a larger system (the entire web, societal norms, legal frameworks) and is also made up of smaller systems (subgroups or threads within the community). Changes at one level can have effects at other levels.

Online communities are living entities that evolve over time, influenced by various internal and external factors. A systems approach prepares community managers to adapt to these changes, to learn from them, and to guide the community’s growth in a way that aligns with its purpose and values.

Thinking in systems is all about becoming better stewards of our communities versus being more effective at problem solving. If we transform our thinking, we transform our communities. Let’s keep the conversation going on Discord.