2) Helping out LL in getting our “world” organized. There are thousands of ways to do this. Robin’s unfortunate idea was to ask the residents what they did think about ONE of those ideas.
The snowball effect became a glacier – put “self-government” in a phrase in the forums, and it’ll ignite like a torch in a dry corn field. LL understood the lesson quickly: take care of the kind of questions you ask if you don’t know how your market (ie. us!) thinks.
(The conclusion of that episode was simple: Robin pulled LL away from the discussion, and LL set up Live Help instead. This time, they made sure not to ask the community what they thought about that!)| ← Previous | | | Next → |