When Reddit noticed that they needed to rebuild the trust within their customer community in 2017 they took a proactive approach and began planning. Many elements are pivotal in the trust building process.
The Director of Community at Reddit, Evan Hamilton, joined David Spinks on the Masters of Community Podcast to explain how the company navigated this experience and realized the most valuable resources they had accessible were the members who expressed concerns.
Moderator Road show
The Moderator Road show program was Reddit’s opportunity to meet their community members on a very intimate level. Their goal was to take their community members from behind the keyboard and meet them at a ground level.
This program wasn’t based on high-level metrics and data charts, but rather, reminded Redditors that humans were on the other side of every message they sent. Not just humans, but humans that care enough to travel cross country just to let user know that they are heard.
Adopt an Admin
Have you ever imagined what it would be like to work for a company that you admired? Consider this program a dream come true. During the rebuilding phase reddit gave community members the opportunity to experience what it is like to work on the internal attributes of a global platform.
It was also a representation of the transparency reddit planned to create with its audience. By showing volunteers their process and providing context behind their decision making it debunks any myths that might be spread about the company’s integrity.
Advisory Councils are a great way to give your community a seat at the table during the decision making process. For Reddit, this process gave members the ability to voice their concerns to individuals who had the authority to influence the most impact.
Often when we are dissatisfied with service we suffer from “can I speak to a manager” syndrome. By creating a council, community members are giving the access they require to feel validated.
Building trust is a process that requires a transparent message, solid planning, and consistent accessibility. Without trust from your community many of your business initiatives will lack the support they require for success.
Learn more about how Reddit rebuilt trust with its members on the Master of Community Podcast.