Expectation Management

Nothing sends a new member away faster than being disappointed. Promise only what you can deliver, then over deliver a bit. Don’t set expectations that can’t be met. Be fair and consistent in the application of rules and norms. This is essential to building and maintaining community trust.

Expectation management is key in order to create happy platform users or online community members. This can be a challenge and sometimes even a point of contention between your operations team and your marketing or site moderation teams. Your marketing team wants to make the biggest, boldest promises possible in order to make a sale. But if they make promises that your platform or community can’t live up to, you end up with disappointed customers.