Creating psychological safety in digital communities

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Presented at DevRelCon SF 2019, this presentation is focused on creating safe spaces in online communities for everything from FOSS to vendor communities.

Tecnologia

Creating
Psychological Safety
in Digital Communities
Jamie Cantrell
Community Manager at SAP
@digitaljamie101

Community leaders
keep the trains
running:
•On time
•On the right track
•Safely
@digitaljamie101

The ability to
take risks
without FEAR
of retaliation or repercussions
@digitaljamie101

Risk acceptance
is personal.
@digitaljamie101

•Bullying
•Harassment
•Gatekeeping
•Cliques
•Homogeny
@digitaljamie101

Don’t just open the door.
Go out in the hall and
invite underrepresented people
into the room.
@digitaljamie101

How healthy & safe is your community?
•Demographics
•Stickiness
•Engagement rate
•Member satisfaction
@digitaljamie101

•Broad
•Clear
•Concise
•Enforceable
•Reflects shared
values & goals
•Has clear
consequences
@digitaljamie101

• Blacklist offensive terms
• “Report this content” button
• Data privacy & control
• “Mute/Block this user” button
• “Report this user” button

•Clear moderation policies
•Consistency & transparency
in enforcement
•Reports submitted
•Actions taken
@digitaljamie101

In summary…
• Psychological safety is a critical component in building a diverse and
inclusive community.
• Cultural change is a deliberate process.
• Risk tolerance is deeply personal.
• Choose your influencers to elevate wisely.
• Those unwilling or unable to change will leave – and that’s ok.

Let’s put an end to RTFM.
Jamie Cantrell
Community Manager at SAP
@digitaljamie101

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Creating psychological safety in digital communities

1. Creating Psychological Safety in Digital Communities Jamie Cantrell Community Manager at SAP @digitaljamie101

2. Community leaders keep the trains running: •On time •On the right track •Safely @digitaljamie101

3. Diversity is good. @digitaljamie101

4. The ability to take risks without FEAR of retaliation or repercussions @digitaljamie101

5. @digitaljamie101

6. Risk acceptance is personal. @digitaljamie101

7. •Bullying •Harassment •Gatekeeping •Cliques •Homogeny @digitaljamie101

8. Don’t just open the door. Go out in the hall and invite underrepresented people into the room. @digitaljamie101

9. @digitaljamie101

10. How healthy & safe is your community? •Demographics •Stickiness •Engagement rate •Member satisfaction @digitaljamie101

11. @digitaljamie101

12. •Broad •Clear •Concise •Enforceable •Reflects shared values & goals •Has clear consequences @digitaljamie101

18. • Blacklist offensive terms • “Report this content” button • Data privacy & control • “Mute/Block this user” button • “Report this user” button

19. •Clear moderation policies •Consistency & transparency in enforcement •Reports submitted •Actions taken @digitaljamie101

20. In summary… • Psychological safety is a critical component in building a diverse and inclusive community. • Cultural change is a deliberate process. • Risk tolerance is deeply personal. • Choose your influencers to elevate wisely. • Those unwilling or unable to change will leave – and that’s ok.

21. Let’s put an end to RTFM. Jamie Cantrell Community Manager at SAP @digitaljamie101

Creating psychological safety in digital communities

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