The Community Roundtable

Empowering global community leaders with research-backed resources, training, and tools.

  • About Us
    • Our Values
    • Our Team
    • Our Clients
      • Client Success Stories
    • Community Leadership Awards
      • Community Leadership Awards 2024
      • Community Leadership Awards 2023
      • Community Leadership Awards 2022
      • Community Leadership Awards 2021
  • Services
    • Benchmarking and Audits
      • Community Performance Benchmark
      • Community Readiness Audits
      • Community ROI Calculator
      • The Community Score
    • Models and Frameworks
      • Community Maturity Model™
      • Community Engagement Framework™
      • Community Skills Framework™
      • Community Technology Framework™
      • The Social Executive
  • Research
    • The State of Community Management
      • SOCM 2024
      • SOCM 2023
      • SOCM 2022
      • SOCM 2021
      • SOCM 2020
    • Community Careers and Compensation
    • The Community Manager Handbook
      • 2022 Edition
      • 2015 Edition
    • The Social Executive
    • Special Reports
    • Case Studies
  • Events
    • Connect
      • Connect 2024
      • Connect 2023
      • Connect 2022
    • Community Technology Summit
    • Professional Development
    • Resource Bundles
    • Upcoming Events
    • Community Manager Appreciation Day
      • Community Manager Appreciation Day 2025
      • Community Manager Appreciation Day 2024
  • I’m looking for…
    • Community Engagement Resources
    • Executive Support Resources
    • Community Reporting Resources
    • Platform and Technology Resources
    • Community Strategy Resources
    • Community Programming Resources
    • Community Career Resources
    • Something Else
      • Vendor Resource Center
      • Community FAQs
      • Community Management Podcasts
        • Community Conversations
        • Lessons From The NEW Community Manager Handbook
      • Community 101
        • Community Management Glossary
        • Community Management FAQs
      • Case Studies
      • Community Webinars
  • Community
    • The Network
      • Member Login
      • Join The Network
      • Roundtable Call Library
    • The Library
      • Subscriber Login
      • Subscribe to The Library
  • Blog

CMGT 101: Moderation in Online Communities

March 26, 2018 By Jim Storer

Note: This content appears in a slightly different form in our ebook: CMGT 101: 17 Community Leaders Share Their Secrets for Success.CMGT 101 is packed with engagement ideas, governance tips, career advice, and more from community leaders working at innovative organizations like CA Technologies, Aetna, Electronic Arts, SAP, Pearson, Akamai, and Atlassian. Download the ebook here for free. 

Jerry Green is a Community Strategist at The Community Roundtable. He shared his best practices for moderation in online communities.

Why is it moderation important to the overall health of an online community?

A well-moderated community provides a welcome place for members and guests. Good moderation builds trust among the members and ensures that the community is a safe place to engage. Once assured that a community is safe, users will feel comfortable sharing and the quality of the engagement improves.

Moderation in Online Communities Tip #1: Do welcome new members to the community.

This is especially important when launching a new community. Acknowledge new members, reiterate the purpose of the community and encourage them to participate.

Moderation in Online Communities Tip #2: Do show members how to participate. 

Give new members a list of three things to do. These can include: Read the guidelines for participating; like a post, you value or enjoy; search for a topic of interest; respond to a post you can contribute to.

Moderation in Online Communities Tip #3: Do be sure you understand the question or issue.

Before you respond to a member’s post, read the post again. Especially in a customer support community, it’s important to show that you understand the question and are genuinely interested in assisting. Too often I see a member respond “That’s not what I was asking. Did you even read my post?”

Moderation in Online Communities Tip #4: Do establish clear guidelines for participation.

Your guidelines should focus on encouraging the behavior you’d like members to exhibit in addition to discouraging the conduct that is prohibited. Be firm and consistent in applying the guidelines to all members. When dealing with undesirable member behavior, use the guidelines as justification for corrective action.

Moderation in Online Communities Tip #5: Don’t be a robot.

Respond in a sincere, personal voice. Some community moderation platforms provide the functionality of selecting a pre populated response. Avoid using “canned” responses unless volume necessitates it. Even when you’re using an automated response – take the time to make sure it is in the tone of your community so it won’t feel robotic (unless robots are your thing. In which case: be-boop-boop.)

 

Mastering Moderation

About Jim Storer

Jim has always been interested in bringing people together and connecting them to one another, whether it’s for events, online communities or a food/craft beer tasting. Connect with Jim on Twitter or Linkedin.

comments powered by Disqus
Community best practices

Resources for the people who build online communities.

ABOUT US
Our Values
Our Team
Our Clients
Careers

RESOURCES
Vendor Resource Center
Podcasts 
Community 101
Case Studies
Webinars

PRODUCTS AND SERVICES
Benchmarking and Audits
Models and Frameworks
Research
Professional Development

QUICK LINKS
Blog
Newsletter
About The Network
About The Library
About The Academy

LOGIN
The Network
The Library
The Academy

Contact
Support
Partnership
Inquiries
Subscribe to
Our Newsletter