Envato Talks: Learn How to Build an Engaged Community For any Business

Envato Talks Series: Helping anyone become more successful online

Transcript

1. Risk & Safety @CosettePaneque
2. What could possibly go wrong? (Hint: everything)
3. HIGH MEDIUM LOW • Disclosure of personal, confidential, or proprietary information • Third party technical intrusions, hacks, other security breaches Big data company
4. HIGH MEDIUM LOW • Brand/reputational damage • Negative comments • Negative publicity • Leaving time-sensitive questions unanswered too long • Forum behaviour overly policed • Inappropriate staff behaviour • Endorsing/promoting products and services • Breaches of duty of care • Breaches of confidentiality, privacy, PII • Hacking, site going down, IT issues • Trolls • Illegal behaviours • Conversations of illegal behaviours • Not enough resources • Failure to attract and retain users • Triggering content Government health initiative • User complaints • Delayed responses • Misinformation published on site • Users outside target audience • Alienating users due to inappropriate tone of voice • Offensive language • Controversial subjects • Posts by activist or religious groups • Community goes off-topic • Users game competitions
5. Types of Risk Legal User Reputational
6. What is the highest amount of risk you're willing to accept? Likelihood Sensitivity
7. STATUS ASSESSMENT ACTIONS TIME 1 General positive comment Post personalised thank you 6 hours 2 Innacurate information that does not pose legal, user, or reputational threat Correct information 4 hours 3 Negative comment with no question Assess viability of complaint. Evaluate the need for response and possible reaction from existing community. 2 hours 4 Threats of harm to self or others Record then remove posts. Contact member and relevant authorities. Offer support to community. Immediate
8. @CosettePaneque THANK YOU