Event Replay: Context First: The Three Questions That Shape Member Experience

00:00:00:25 - 00:00:23:29 Joshua Zerkel Hello everyone, and welcome to context first with gradual and today's topic. The three questions that shape member experience. I am Josh circle, Head of Marketing and Community here at gradual. In case you are new to gradual, it's the all in one engagement and community platform to turn the connection into lasting business impact and grow engagement beyond your product.

00:00:24:02 - 00:00:46:02 Joshua Zerkel Before I introduce today's guest expert, a quick note please drop your questions into the Q&A and we'll get to as many as we can after our session ends today. You'll still be able to ask questions and share your thoughts in the forum AMA, and we'll share that link later during the webinar. Now, without further ado, I would like to introduce our guest.

00:00:46:05 - 00:01:17:09 Joshua Zerkel Brittany Aston is a community strategist, multi multidisciplinary artist and Army veteran with over a decade of experience building and scaling online communities across tech, education and creative industries. They helped lead Community Program at Next Door and recently launched the Spectra Online community designing systems that prioritize clarity, psychological safety and belonging. Brittney's work focuses on the intersection of community operations, member experience, and cross-functional collaboration.

00:01:17:11 - 00:01:24:04 Joshua Zerkel They're currently completing an MFA at the school of the Art Institute of Chicago. Welcome, Brett.

00:01:24:06 - 00:01:28:02 Brittney Aston Thank you so much, Josh, and thank you for having me.

00:01:28:05 - 00:01:30:01 Joshua Zerkel I'm excited to learn from you today.

00:01:30:03 - 00:01:41:03 Brittney Aston Thank you so much, Josh. I really appreciate it. Yeah. Also, just shout out to graduate. Also, y'all have been amazing, and, I really love working with you all, so thank you.

00:01:41:05 - 00:01:43:07 Joshua Zerkel It's our pleasure. Thank you so much for saying so.

00:01:43:10 - 00:02:06:05 Brittney Aston Of course, of course. Yeah. You know, I'm really excited to be here. I, I, you know, Josh said a little bit about my background. My, my background outside of online communities is a little bit of a rollercoaster across different roles and industries. So, if you're ever curious how I ended up here, feel free to check out my LinkedIn.

00:02:06:05 - 00:02:29:15 Brittney Aston And after the session and then, send me a message if you see anything that you didn't expect to see, because it's a pretty wild ride. Throughout all of this, though, you know, one thing has really stay consistent for me, and that's that I really love nerding out about things that I am passionate about, and building online communities that people trust is one of those things.

00:02:29:18 - 00:02:53:22 Brittney Aston So today I'm just going to walk through three questions that I use when designing online communities. And it's not like this big in-depth framework, but it focuses on something that I, I feel like it sounds obvious sometimes, but I think it's often overlooked. And, that is which is how people actually feel when they enter a space.

00:02:53:24 - 00:02:57:13 Brittney Aston So let's get into it.

00:02:57:16 - 00:03:20:19 Brittney Aston So the framework that I use, or the three questions that I use, however you want to phrase it, is pretty simple. Whenever I'm designing or auditing a community, I ask these three questions. First question is do people know where they are? Second question is do they know what they can do? And third question is do they feel safe doing it?

00:03:20:21 - 00:03:35:09 Brittney Aston And if the answer to any of those is no, your participation is most likely going to drop. And I think most community problems show up somewhere inside. These three conditions.

00:03:35:12 - 00:04:05:00 Brittney Aston So the first condition is orientation. When someone enters a community, they're scanning the environment and they're saying, where am I? Is this for me? What kind of place is this? And if orientation is weak, I feel like anxiety usually goes up and then participation goes down. And anxiety can look multiple different ways for different people. But that's usually what I have noticed.

00:04:05:00 - 00:04:27:03 Brittney Aston And when I have talked to community members who have experienced this in various online communities, this kind of notion of anxiety being there is usually the thing that is said. So, you can see this when people lurk forever or when members ask where to post something. Often you know, it's okay if like 1 or 2 people don't know where to put something.

00:04:27:03 - 00:04:58:00 Brittney Aston But if you start to see, this cycle and this trend of people not knowing where to go, that's probably a key indicator. But usually like the fix is, is simplification. So just having a clear structure, maybe fewer areas for people to go to. Especially right off the bat when you launch a community. I was once in an online community where there was like 12 or 15 things up at the top menu, and it was so overwhelming right off the bat.

00:04:58:02 - 00:05:26:21 Brittney Aston Labels also that that sounds like how members talk, not internal company language. I think this is something that, I see a lot as well, where it's kind of like this feels a little bit robotic, or it feels like it's just not really human. It just, again, just feels like internal company language. And so that's, that's, you know, usually a clear, a clear indicator that, you know, you need to fix something there.

00:05:26:23 - 00:05:59:04 Brittney Aston My rule is that if a new member has to think for more than 10s, sometimes five seconds, about where they need to go, then they probably won't go anywhere. And I understand that that can, like, really vary depending upon what type of online community we're talking about, but I usually tend to use that kind of time limit of like, okay, did it take you between five to 10s to figure out where you need to go, or more than ten?

00:05:59:06 - 00:06:28:03 Brittney Aston The second condition is participation. People do not participate when they have to guess how and when this is missing. Even in in, even great members stay quiet because they don't know where they fit in. So instead of, kind of like vague encouragement, I try to design participation paths within online communities. So making it really clear.

00:06:28:05 - 00:06:56:19 Brittney Aston Clear. Ask a question. Share a win. Offer help. Give feedback, join an event. Just very clear. Participation paths. I always try to say clear invitations reduce hesitation. That's kind of like my little, little motto. People just need fewer choices and and clearer invitations. And I think that we see this outside of online communities as well.

00:06:56:19 - 00:07:13:03 Brittney Aston Like in the world, whenever we're at work, like whenever we're even just participating in hobbies, even, like, we need fewer choices and clear invitations. We have a lot going on. We're very busy minded, right? So just something to think about. There.

00:07:13:05 - 00:07:40:01 Brittney Aston The third condition is safety. And this, this is the one that I spend the most time thinking about. It's also the one that I'm most passionate about. So it's going to be the one that I spend the most time on today. If there's anything you take away from this conversation, I want it to be this psychological safety determines whether people are willing to speak.

00:07:40:03 - 00:08:13:00 Brittney Aston And in my experience, people tend to fall into like two sort of camps when it comes to this topic. They're either very on board with it and understand why it matters, or they're completely skeptical of it. And there's often not much of a middle ground of open mindedness around this. So sometimes I think people resist the idea because they associate it with being overly soft or they simply, like, aren't sure what it actually means.

00:08:13:02 - 00:08:41:04 Brittney Aston So I want to start off with a definition of psychological safety. So psychological safety is the shared belief among members that the environment is safe for interpersonal risk taking. That means people feel comfortable speaking up with ideas, questions, concerns, or even mistakes without fear of punishment or humiliation. I'm going to add a third thing on there that isn't in the official definition.

00:08:41:04 - 00:09:06:23 Brittney Aston Whenever you search this, it also needs to be without fear of judgment. And that's a hard one. That's a real hard one to ensure that someone doesn't feel like they're going to be judged for asking a question. But there are things that you can do to help with that. I also think that sometimes there's a hesitation to talk about this, because it forces us to look at our own spaces really, honestly.

00:09:06:26 - 00:09:33:03 Brittney Aston If we're responsible for a community and someone doesn't feel safe participating in that, that can feel like a big responsibility can feel like a big, like kind of hit to our own ego. If we find out that a member doesn't feel safe within the community that we've built or that we're cultivating. But the truth is, is that psychological safety isn't about creating this perfect space.

00:09:33:04 - 00:10:04:28 Brittney Aston It's about creating a consistent environment where people know how they'll be treated. That's just the key to it. I've personally left communities when I didn't feel safe asking questions or engaging. Including disagreeing with somebody. And that that experience has, like, really stayed with me. So when I design communities, safety is never an afterthought. It's something that I try to build directly into the system right at the beginning.

00:10:05:01 - 00:10:29:29 Brittney Aston And when safety is missing, a few patterns show up very quickly. People lurk and I'm, I'm mostly talking about long term, long term lurking here. Not the not the lurking that we talk about. That is kind of destined to happen when you first start an online community, but long term lurking, where someone might read everything but never feel comfortable speaking.

00:10:30:02 - 00:10:55:19 Brittney Aston Another thing that can happen is vulnerable. Questions disappear. And I think that this is like one of the most disappointing things that can happen in an online community is when people feel like they can't be vulnerable. And usually that is because of judgment or some type of humiliation feeling or some type of, even punishment feeling.

00:10:55:22 - 00:11:14:06 Brittney Aston And then of course, over time, I think the loudest voices really start to shape the culture of the space. Which also, once you get there, could be a little bit hard to get out of it, but it is doable. But this is just something that I've seen kind of happen in some of these communities that lack psychological safety.

00:11:14:08 - 00:11:45:15 Brittney Aston And when that happens, the community becomes pretty reactive instead of supportive. So how is safety designed? What you're seeing here is a wild bird feeding from someone's hand. Wild animals don't do this unless if they feel safe. Right? The bird doesn't read like a rulebook. There's no community guidelines that the bird is reading, right? It's not an analyzing, you know, a policy document moment.

00:11:45:17 - 00:12:21:10 Brittney Aston It's just responding to signals. Is the environment calm? Is the movement predictable of the human? Has this interaction been safe before? And then trust builds slowly. So trust builds slowly through consistent signals. And I think communities work the same exact way. And members are constantly reading signals in a space. How people respond to questions, how moderate moderators intervene, whether leaders show up and when leaders show up, how are they showing up?

00:12:21:11 - 00:12:48:03 Brittney Aston Are they saying, oh, I made this mistake, or thank you for, you know, this bit of information? I didn't know that. That's really, really important. And then also, whether someone gets embarrassed for asking something, basic or simple. I think we have all been in a room and us, ourselves. We may have even said it about our own question, but we've all, I think, heard the this might be a stupid question, but.

00:12:48:05 - 00:13:23:21 Brittney Aston Or can I ask a stupid question? And I think that that is a phrase that, we tend to use when we don't feel psychologically safe to ask that question. And sometimes that's, that's a tough thing to, to share and to admit. But all these signals tell people whether it's safe to participate or not. And when the signals are calm and consistent, then people will start to learn or people start to lean in and they ask questions, they share ideas, they learn more, and they help each other.

00:13:23:24 - 00:13:52:08 Brittney Aston Again, the signals feel unpredictable, or even I would say hostile. Then people will just pull back immediately. And it's really hard to get people reengaged once they have that pull back motion. So safety in communities, it it isn't something that you necessarily announce. It's something that members experience through repeated interactions. And you can say, hey, this is a safe space.

00:13:52:09 - 00:14:14:07 Brittney Aston You know, there are no such things. Stupid questions here. You can say those things for sure. But just know that that doesn't mean that people will automatically feel psychologically safe because you set those things. Yeah. But just like, you know, just like that bird, people participate when the environment consistently tells them it's safe to do so.

00:14:14:08 - 00:14:19:13 Brittney Aston So just just something to think about.

00:14:19:15 - 00:14:47:20 Brittney Aston Another one is moderation tone. It plays a huge role in psychological safety. I think that, we have all experienced either ourselves missing the mark on this, or we've been in an online community where the moderator has missed the mark with us or with another community member. We've witnessed it. But the way moderators respond really sets the emotional temperature of a community.

00:14:47:22 - 00:15:18:05 Brittney Aston Members watch how situations are handled and they learn what kind of space they're in through those things. Is this a place where people get corrected harshly, or is it a place where someone helps guide the conversation back on track? And honestly, I've learned this lesson as a community member. Years ago, I was banned for 30 days from a subreddit because I shared a link to a nonprofit organization that I had no like I had no connection to.

00:15:18:08 - 00:15:35:09 Brittney Aston Someone just asked for help with a problem, and I saw that they were in a specific city, and I thought that the organization might be useful to them. And I didn't get a warning. I didn't get a chance to clarify. I didn't, you know, I would have been fine with the moderators just deleting my comment, but I got banned.

00:15:35:11 - 00:15:56:00 Brittney Aston And then I received a really harsh message in my DMs from one of the moderators, and the feeling that I had in that moment was like, oh my God, I broke a rule. And the feeling was embarrassment and confusion and even some anger, honestly. And it made me immediately decide that I never wanted to participate in that space again.

00:15:56:02 - 00:16:23:03 Brittney Aston I was like, I'm done. I'm I'm not even coming back. And so that experience really showed how quickly moderation tone can shut someone down. In communities, we're always sending signals to members about whether it's safe to participate. And those signals show up in really small moments. And how we redirect conversations is really important and how we respond to mistakes.

00:16:23:05 - 00:16:45:06 Brittney Aston Also, I would say also how we remind people of the expectations of the space is also important. But over time, I think those small signals just like really shaped the culture of the entire space. And again, people participate when they feel respected, so they'll pull back when they feel exposed, but they'll lean in when they feel respected.

00:16:45:09 - 00:17:13:06 Brittney Aston And that's just why moderation tone matters so much when we think about member experience and we think about psychological safety. Just a reminder, when member experience improves, community becomes valuable across the organization. I know that there are many different types of communities. So these these, these outcomes will kind of ebb and flow depending upon what type of community you have.

00:17:13:08 - 00:17:45:13 Brittney Aston But support teams can get fewer repeated questions because, you know, answers are easier to find. Product teams can get clearer feedback because members trust the space. Marketing can get really authentic stories and advocacy from the community. And then customer success sees, stronger retention because members build those relationships. So, community can can become, a signal system and a support system.

00:17:45:16 - 00:17:57:15 Brittney Aston But I think only if we're following these three questions and consistently checking in with ourselves and being honest with ourselves, if our community is, is hitting those marks.

00:17:57:17 - 00:18:16:13 Brittney Aston So again, just to recap, these are the three questions. So do people know where they are? Do they know what they can do? Do they feel safe doing it? And if you run your community through those questions again, I really think that you'll quickly see where the friction is happening. And most of the fixes are smaller than people expect.

00:18:16:15 - 00:18:24:06 Brittney Aston Sometimes they can be hard, but clarity and safety, I think, create momentum that you need.

00:18:24:09 - 00:18:27:01 Brittney Aston And that's it. Thank you.

00:18:27:03 - 00:18:58:08 Joshua Zerkel For it. Thank you. This is great. I'm really curious. The the concept of psychological safety. I feel like it should be almost obvious for especially people who lead communities, that this is a concept that we should be aware of and build into our programs, and it's not. And sometimes people find it kind of like anti. So I'm curious why you think this is sometimes a controversial topic in the world of community especially, which is the whole point of it is people connecting to other people.

00:18:58:11 - 00:19:26:12 Brittney Aston Yeah. Yeah. I think that, you know, back to what I had said, earlier around like ego. I think sometimes like if it's the ego of, oh my God, like I'm creating, an unsafe space. And that may not be entirely true. It may not be something that you did, you know. I also think sometimes the term psychological safety gets misunderstood.

00:19:26:14 - 00:19:50:01 Brittney Aston I think that's a big one, especially because we have seen, I don't know, I'm maybe last five years, maybe eight years, give or take. I'm horrible with time. But, you know, we've seen kind of an influx on social media, a lot of, therapy terms. And I think some of the therapy terms have been getting misused.

00:19:50:03 - 00:20:19:14 Brittney Aston And there's been like kind of a loss of definition as time has gone on. And I think we're right now, at least on my social media feeds, I'm starting to see kind of a resurgence of people saying no, like, we we can name these things. These things are real. And they do have real definitions. And I think sometimes people assume that's like psychological safety is it means avoiding disagreement or criticism.

00:20:19:16 - 00:20:52:05 Brittney Aston And in reality, I think that it means creating an environment where people can speak honestly without the fear of, again, humiliation, judgment, punishment, and healthy communities can absolutely have debate and different opinions. You know, I don't I don't think that anyone is saying that. But, the difference is that the tone stays respectful and people know that they're not going to be punished or humiliated or judged for asking, you know, questions or sharing ideas.

00:20:52:08 - 00:21:16:08 Joshua Zerkel And how do you foster that sense of this is a place where we encourage healthy disagreement, without it feeling like you're venturing into something that might feel like pushing too much against people's boundaries, because agreement in general can be very intense and scary for for a lot of folks. So how do you find that middle spot where it's like, we welcome this and here's how to do it in a healthy way?

00:21:16:11 - 00:21:44:00 Brittney Aston Yes. Yeah. I think like for first thing that I do is I kind of name that in the community guidelines. I think it's really important for members to know what they're signing up for. And the community guidelines is something that like, I love community guidelines. I live and breathe community guidelines. You know, even when I have, I used to be a teacher at some point, this is goes back to my roller coaster of, of of careers.

00:21:44:00 - 00:22:04:11 Brittney Aston But, I would set community guidelines for my classroom, you know, and I think that it sets the tone for what is expected and what can be expected. And I think naming that there's like a great first step because people go, oh, okay. Like it's safe for me to disagree here. It's safe for me to have constructive criticism.

00:22:04:11 - 00:22:26:09 Brittney Aston It's safe for me to have a differing opinion. And I think that just kind of sets the tone. And then moving beyond that, when you do get a conversation in your community that is of that nature, someone's disagreeing with someone. Someone has a, you know, complete, you know, opposing opinion, of how do you moderate that?

00:22:26:09 - 00:22:56:02 Brittney Aston And, you know, when do you step in and how do you step in? And I find like giving like if I feel activated by what someone's posting in my community, I'm like, okay, I need to take a step back and I need to take a deep breath, and I don't need to immediately, you know, go, go on the defense of a person or, you know, and these are things that I think, you have to you have to take a B, you know, you have to you have to take a pause.

00:22:56:05 - 00:23:20:28 Brittney Aston And also because, text, you know, there's this idea that text lacks tone. It's not it's not that black and white. Because we do know, like when you read something, you, you know, when someone's being passive aggressive or disrespectful, there's certain words and there's certain ways to phrase some things. So yes, text, text, black stone, but sometimes it's not black and white.

00:23:21:00 - 00:23:50:17 Brittney Aston But there are times where people aren't actually meaning to be rude and it might be coming off rude. And so I go back to getting curious. I, I have said this many, many times, any time in my life where I'm feeling activated, where something heated is happening, where I disagree, if I can get curious about that moment, it usually saves me from a world of fire and saves me from digging, digging a hole.

00:23:50:17 - 00:23:52:14 Brittney Aston And take that back to your relationships, everyone.

00:23:52:14 - 00:24:16:12 Joshua Zerkel Because yeah, I, I, I love this because I have a general policy in life and in the communities that I'm part of, in ones that I also lead, assume good intent just because someone said something or disagreed in a specific way. Maybe they weren't in the moment where they're able to communicate it as in in a politic way, maybe they don't have the words to communicate it in a way that's a little bit less harsh.

00:24:16:15 - 00:24:39:11 Joshua Zerkel I don't automatically go to like, this person is a problem, and I need to deal with this in a very aggressive way. I need to understand. I need to understand and listen and then decide what, if anything, to do and how and in what tone. So I think that concept of like, take a moment, see what's going on here, check in with yourself, check in with the the members who are part of this conversation.

00:24:39:13 - 00:24:49:11 Joshua Zerkel And then together you can figure out the path forward. I think there's a big tendency to react fast. And when you're dealing with people, that's not always the best thing to do, as it turns out.

00:24:49:14 - 00:25:03:04 Brittney Aston Yeah, no, not at all. Not at all. Yeah. I like how, Jason put in the in the chat text lacks signal. I think that's a great way to put it. I have never heard it worded that way. And I think that that's a beautiful way to put it.

00:25:03:06 - 00:25:26:24 Joshua Zerkel Yeah. I think there's a notion that we, broadly speaking, have everyone is equally able to communicate via voice, via text, regardless of all the host of factors that go into how we approach our own communication styles. And it is just simply not true. People communicate in a variety of different ways and with a variety of abilities to get their points across.

00:25:27:01 - 00:25:42:26 Joshua Zerkel Sometimes it works really well and sometimes it lands with a thud, and sometimes even worse. It starts a fire and so it's with this knowledge that we go into this world of community management, knowing that we're going to be dealing with the breath of all that humanity has to offer and the ways indicated with us.

00:25:42:28 - 00:26:04:26 Brittney Aston Absolutely. Yeah. And, you know, I've even, you know, and I don't think that this is some, you know, tactic that nobody that, that I'm inventing, but just, you know, as a simple side, side note, you know, I've, I've just DM'd members before and just got curious in a direct message of, hey, I'm just trying to figure out, you know, what's going on here, you know?

00:26:04:28 - 00:26:21:15 Brittney Aston You know, with, you know, with the context and, I've, I've had so many members say, oh, my God, I did not mean it that way. But now rereading it, I can totally see why it was taken that way. I'll edit my post. I'm so sorry. You know? And I'm like, it's all good. I'm happy we cleared it up this way, you know?

00:26:21:18 - 00:26:31:11 Brittney Aston And I think those are just kind of, you know, easy, easy steps, quick steps that we can take if we can slow ourselves down and get curious.

00:26:31:13 - 00:26:49:04 Joshua Zerkel That's right. So I just want to mention to the audience, Jason, you've chimed in a few times. If you have a question for Brett, like, feel free to drop it. We would love to answer for you live if we can. If not, there's spot in the area where if we ask questions later, in lieu of questions from the audience, like, I'll just ask one more of mine.

00:26:49:04 - 00:26:56:12 Joshua Zerkel Like, how do you know that psychological safety is starting to form in a community that you are trying to foster it in?

00:26:56:14 - 00:26:57:16 Brittney Aston Yeah, yeah.

00:26:57:19 - 00:26:58:17 Joshua Zerkel Signals.

00:26:58:19 - 00:27:21:23 Brittney Aston Yeah. One of the the things that I love and that, you know, makes me warm and fuzzy inside is when users are starting to answer each other's, like, more technical questions. You know, and I understand that that may not happen in specific online communities where that's not, you know, applicable. But, you know, when when a user chimes in and says, like, oh, like I can't figure this thing out.

00:27:21:23 - 00:27:45:03 Brittney Aston And I'm like, I'm about to chime in, like I'm like, oh, like, this is a technical question. Let me chime in. And then on the sudden, you know, an answer pops up from another community member and I'm like, but this is great. This is awesome because it shows that, your members aren't afraid to be wrong and that they're confident in what they're doing, so much so that they'll help another user out.

00:27:45:05 - 00:28:05:13 Brittney Aston And, you know, I've had situations like that where a community member responds to another person and they were kind of incorrect, you know, and what they said. And it's it's now now it's on me of how do I gently correct this? Or if a person from product is jumping in on the community to answer a question, how do they generally correct this?

00:28:05:16 - 00:28:28:07 Brittney Aston And again, you know, just going back to, to tone and how important that is. But I think that that's like one of the, the biggest signals, and then, you know, counter to that, one of the signals where I'm kind of I kind of get a little concerned is when community members are always going to DMs to answer each other.

00:28:28:09 - 00:28:42:06 Brittney Aston They're constantly private, private messaging people to ask questions or to answer questions. That's a signal for me where I'm like, or maybe there's something off here. You know, the one off cases here, and they're totally fine. But yeah.

00:28:42:09 - 00:29:02:09 Joshua Zerkel That's helpful. And I think these are the types of things that you, you see and that grow within a community over time. Obviously, psychological safety is not something that happens overnight, but by laying the foundation, as you said, like in your classroom example, same is true for our online communities. These are the things that you foster and grow, and that's the job of the community leader.

00:29:02:11 - 00:29:17:27 Joshua Zerkel So I really thank you for sharing these ideas with us today. This was really awesome and a topic that I feel frankly does not get discussed enough in the world of community building. We fall into the world of mechanics, but this is the people part of it that I think is what attracts a lot of us to this work.

00:29:18:00 - 00:29:21:18 Joshua Zerkel So thank you for championing this topic. It's really important for us.

00:29:21:20 - 00:29:23:22 Brittney Aston Of course. Thank you so much for having me.

00:29:23:24 - 00:29:26:11 Joshua Zerkel Yeah. You bet. Where would you like people to find you online?

00:29:26:13 - 00:29:49:05 Brittney Aston Yeah, LinkedIn is great. You know, I'm currently in a master's program and I work full time, so the DMs are the DM replies are solo. I'm going to be honest about that, but please feel free to message me and I'll get back to you as soon as I can. And then, you know, if you're interested in my art, I'm on all the social medias, and, my website is currently under construction, but,

00:29:49:08 - 00:30:11:05 Joshua Zerkel Awesome. Well, thanks, Brett. Thank you all for attending. Thank you. Liane. Behind the scenes. And again, we have many more webinars and events coming up. Just check them out on the gradual community. And again, please continue the conversation in the forum that's waiting for you there as well. Everyone thanks again Brett. Thank you and we will see you in the future at another event.

00:30:11:07 - 00:30:12:22 Joshua Zerkel Take care.

00:30:12:25 - 00:30:13:15 Brittney Aston Bye everyone.