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What’s your approach to handling crises or waves of negative feedback from the community?

Rachel Weber Callaway
Reddit Director of Community Product MarketingNovember 19

I love this question. In no small part because I've had to do this a lot. Here are some of my top tips:

  • Don't run away from crises or say when you're wrong. It's PR 101, but addressing the problem head-on and honestly is always going to be better than trying to sugarcoat it and pretend it's something it's not

  • Listen to your community, and don't gaslight

  • Wherever you can, adjust course based on community feedback and reference that feedback in your new messaging

  • If you feel confident in your path forward, eventually, the community will be too

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