I'd like to talk about a healthy community member balance and the fine line between when and what to control in a community and when to leave it untouched.
For example, our communities have a high answer rate since the time we implemented a safety net using our own support agents to answer unanswered threads on the community. Before, not every question got a response and to ensure no user got left behind, this safety net was implemented. It's interesting to see how dynamics have changed in our community balance, and how, for some of our communities, our agents are starting to answer more topics than our superusers. Sometimes I wonder if the negative side effect of this safety net is a cannibalization of the community and how you could turn this around again. (for example, pull back and step back)
Wonder if anyone out there has any experience with situation whereby programs have somehow changed the balance in the community (Yoda, I feel a disturbance in THE force!) and how they dealt with such a situation
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