One thing to keep in mind is that any change will always trigger conflict and resentment. No matter how much better a new platform is, for some it will be worse and they will be vocal.
Historically, I have found the first 2 weeks in a new platform are the toughest adjustment period.
Major business readjustment is pretty high in the list. Even higher than moving homes.
My recommendation would be:
- Listen: just being there will help your community trust you, you are working on this together. It is not us against them.
- Teach: In some cases there are discourse features that solve existing issues they are raising… Getting too many PMs, any user can disable them, at least temporarily while the community adjusts.
- Adjust: Some comments though harsh may be guiding you at simple adjustments that are easy to make. A more readable font, a selectable theme for people that need a dark mode. Etc.
- Set clear boundaries: do not tolerate toxicity it is infectious
- Take time: Don’t rush to make radical changes
- Communicate: let the community know your plans and timelines