The points I make in this chapter are not based on a single project. Instead, they are a mash-up of almost every project I’ve worked on that involved inviting users to add comments, write reviews, or participate in forum discussions.
See, whenever I am on a project like this, I invariably get asked the same question. It goes something like this.
The driving factor hidden behind this question is, as you might guess, fear.
With regard to the user-generated content that results from such interactions, the fear is that someone will say something terrible that makes the organization look bad. Fear that someone will say something offensive ...