this post was submitted on 03 Aug 2024
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It the community of their customers. That's who these people are representing, to the company. If this was a paid position, they would no longer represent the community.
It's the same premise as interacting with a subreddit (before Reddit went insane) and recognizing the mods there rather than trying to force the community to one controlled by employees.
It's PR work for the company. Nothing else and no amount of downvoting changes that simple fact.