We’ve launched our community which was created for people to share tips and tricks about fundraising, but we’ve found people using it differently than intended. For some background, we did do research to ask customers what type of community they would find useful, so the result was dictated by them.
So far, the few people who have participated have used the forum to advertise their fundraisers to ask for shares or donations, rather than asking for help on the fundraiser itself. The other type of post we’ve seen is people who are desperate for help, but haven’t created a fundraiser. These types of posts are hard to respond to, since you can tell people are in a bad place and need a lot of help, outside of just fundraising.
Both of these sorts of requests are likely to be engagement killers in different ways. The former comes across like spam, the latter is intimidating.
My question to you is if you see people using the community in a way that kills the community, does that mean the original community plan was likely flawed or misguided, or does that mean we need to get a lot firmer with our moderation?