Saturday, November 12, 2016


Here's the hardest-won lesson I learned from managing a community with nearly a million participants:

Most of the time, the angry, screaming, aggrieved people simply want. They're not considering any larger picture considerations. They're not thoughtfully parsing the explanation you've already offered. They don't even care whether their strident pique might, in fact, make it much harder for you to give them precisely what they'd like. They just want. It's that simple.

If a baby's hungry, it will scream until it is fed. You can inform the baby about the flat tire you had en route to the grocery, and assure it that you're taking every measure to procure food as soon as possible, but the baby won't cease screaming and crying until it is fed. Baby wants!

It's like that.

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