Originally published at: https://www.feverbee.com/identity/
If the topic isn’t part of a member’s identity, you can’t build a typical community.
No-one is in AT&T’s community by choice. Something broke and they want a quick resolution. You shouldn’t try building a sense of community, initiating off-topic discussions, and interviewing your newcomers*.
The name of this game is speed and quality. You need to solve a member's problem before they’ve had to ask a question. That’s the gold standard you edge closer towards each day.