The following article is based on Janet Ebsen's "Crisis and Opportunity" GDC talk [https://www.gdcvault.com/play/1023451/Crisis-and-Opportunity-Communities-in]. Shortly after I became Kongregate's community manager, Kongregate had one of the biggest community crises in our history. One of our games had a cascading series of problems involving last-minute changes to events, insufficiently described odds of winning a very rare item, and some support missteps. By the time players came to us, their