I Stand Corrected — There Is Engagement, Not the Kind That Builds Trust

I owe an apology to #Nextdoor and #NiravTolia.

I was incorrect in saying there was no engagement.

After reviewing @Nextdoor’s X page with REPLIES, I see there is engagement — it’s just the wrong type.

That feed is filled with:

- Users who unpaid neighborhood moderators have been suspended

- Neighbors asking for help, clarity, or reinstatement

- Replies that receive automated responses, with little evidence of follow-up, resolution, or mutual understanding

These are people actively trying to connect.
What they’re getting instead feels transactional, scripted, and unresolved.

This matters — a lot.

This is why stock prices are down.

This is why confidence is eroding.

This is why leadership must change course.

A platform that claims to connect neighbors cannot rely on:

- Unpaid moderators with unchecked authority

- Inconsistent enforcement across neighborhoods

- Automation where empathy, judgment, and accountability are required

And this is precisely why moderation accountability is non-negotiable.

I’ll be candid: yes, I’m persistent.  Yes, I’m probably viewed as a nuisance.  And no, you don’t need to bring me in as an employee to fix this.

However, you should speak with Karen Romero.  Karen is a proven QA leader who can:

- Stand up moderation scorecards

- Define clear, consistent standards

- Build analytics-driven accountability
Restore trust through fairness and transparency

I pulled her into this conversation because the problem is real—and the solution already exists. 

Connection without resolution isn’t a connection.

Automation without accountability isn’t supported.

And engagement that ends in silence isn’t engagement at all.

The evidence is public.

The opportunity is still there.

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#Nextdoor #Leadership #Accountability #Moderation #CommunityTrust #CustomerExperience #CX #NXDR #QualityAssurance #TrustAndSafety #niravtolia