Why Community Management Needs More Than Empathy?

There has already been much said about empathy. It’s no longer a vague concept discussed in classrooms, churches, and social workplaces. We started to talk about it in business, technology, and many other fields. Also (and perhaps most importantly)- in community management. I already saw plenty of articles and discussions about the importance of having empathy in our professional toolbox, and I absolutely agree. But… what if I told you that there is something that I consider to be much more valuable?
Have you ever heard about compassion?

Let’s start with a short explanation - what is the definition of compassion? And how is compassion different from empathy? Many of us might use the terms interchangeably, but that’s not entirely correct.

Empathy is the ability to understand and share the feelings of others. It is about putting yourself in someone else’s shoes and understanding their perspective. For example, if a friend tells you about a recent breakup, you might feel empathy for them by understanding and sharing their sadness and experiences.

Compassion, on the other hand, is the ability to feel empathy and then take action to help alleviate the suffering of others. It is about not only understanding someone’s feelings but also taking steps to help them feel better. This time, if a friend tells you about a recent breakup, you might feel empathy for them but if you also give them a listening ear, offer them support and help them to find ways to cope with the breakup, you are showing compassion.

For better understanding, I created this easy graphic (no judgment please — I’m a mediocre graphic designer).

In my opinion - compassion can be a powerful tool in community management, as it leads to action and positive change in the community. Empathy alone may allow community managers to understand the feelings and perspectives of their members. Still, compassion takes it a step further by inspiring action to help and improve the community.
And here we can touch very important topic for every community manager - the well-being of the community. Compassion can be a great tool to help build trust and engagement among members. When community managers show they care about the well-being of their members and take action to address their needs and concerns, it demonstrates a level of trust and respect that can boost a sense of belonging and community among members. I deeply doubt whether empathy itself could create such magic.

How in reality actually can we cultivate compassion in our work?

Most likely, you already have lots of ideas in your mind based on your experience. But here are a few ideas from me:

1. Practice active listening: One of the most important aspects of compassion is understanding the perspectives and needs of others. By actively listening to members, community managers can gain a deeper understanding of their issues and the support they need.
2. Take time to reflect: Take time to reflect on your own experiences and feelings and how they relate to your members’ experiences.
3. Practice empathy: This one is absolutely to remember! The purpose of this post is not to convince anyone to throw empathy in the trash and replace it with compassion. Empathy is the foundation of compassion. By putting themselves in the shoes of others, community managers can better understand and relate to the experiences of their members.
4. Take action: Compassion is about taking action to help alleviate the suffering of others. Try to take action when you see members in need, such as offering resources, creating safe spaces, or addressing sensitive issues.
5. Educate yourself: Learn about different types of oppression, privilege, and microaggressions and how they may play out in the community. Understand how to address these issues with compassion and empathy.
6. Create procedures: Simply - create a great Code of Conduct!

Compassion and empathy are both essential elements of community management. Empathy allows community managers to understand and share their members’ feelings, while compassion takes it a step further by inspiring action to help them. By cultivating both empathy and compassion, community managers can build trust, create a sense of belonging, and a safe and inclusive space for everyone. It is important to remember that both empathy and compassion are necessary and essential for building thriving communities. Empathy is simply a gateway to compassion.