crisis (3)

By now, you've opened up lines of communication, written and shared solid guidelines, and established benchmarks. You're bound to have made a few in-depth connections with community members. Now is the time to harness these connections, get to know people more deeply, and share their stories.
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The first step is surprisingly simple. If you're managing an unruly community, the very first thing you need to do is throw people clear communication channels. This can be scary and unpredictable, but it is necessary.
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I'm here to answer the question: Where do you begin when you're tasked with something so overwhelming? You have so many questions and yet you have very little time to ask them. Your users may be angry, they may be frustrated, or they may be breaking rules that don't even exist yet. It's tempting to jump in and start responding right off the bat. Instead, you should arrive with an action plan.
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