The Community Roundtable

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Moderation vs. Censorship in Online Communities

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Have you seen this community management/moderation game Moderator Mayhem that is making the rounds? It is a little too close to home for us to truly be a game! It did get us thinking about moderation, and how the wider world looks at the way community managers use moderation vs. censorship their online communities.

Moderation vs. Censorship in Online Communities

Moderation vs. Censorship

Content moderation and censorship are two terms could be used interchangeably, but they have significant differences when it comes to the use of moderation vs. censorship in online communities. Both are methods used by platforms and website administrators to monitor and manage the content that users post on their platforms. However, content moderation and censorship have different goals, methods of implementation, and effects on an online community.

What is content moderation?

Content moderation is the process of reviewing and filtering user-generated content to ensure that it meets the community guidelines, terms of service, and legal requirements. The goal of content moderation is to maintain a safe, respectful, and effective online environment by removing content that is harmful, offensive, or inappropriate. Examples of content that may be moderated include hate speech, pornography, violent or graphic images, and spam.

Content moderation is usually carried out by teams of human moderators or through the use of automated tools such as machine learning algorithms that can identify problematic content. Moderators may use different criteria when evaluating content, including its relevance, accuracy, quality, and safety. Moderators may also apply different levels of moderation depending on the severity of the content, such as removing it, flagging it, or providing warnings to the user who posted it.

What is censorship?

Censorship, on the other hand, involves the deliberate suppression of information or ideas that are considered controversial, offensive, or threatening. Censorship aims to control or manipulate the narrative, suppress dissent, or protect the interests of those in power. Examples of content that may be censored include political dissent, criticism of the government or religion, and certain types of artistic expression.

Censorship is often carried out by governments or other authorities who have the power to control access to information. Censorship can take many forms, including internet shutdowns, blocking access to websites or social media platforms, and the imprisonment of journalists or bloggers who express dissenting views.

So what’s the difference?

The key difference between content moderation and censorship is the underlying motivation and intent behind each approach. Content moderation aims to protect the online community and its members by removing content that violates community guidelines or legal requirements. Censorship, on the other hand, aims to control information and restrict access to certain types of content for political or ideological reasons.

Content moderation is a necessary and beneficial practice that helps maintain a safe and respectful online environment. A safe and respectful community is the baseline environment for an productive online space, and since people love to push boundaries (and sometimes, just be jerks) thoughtful moderation is a critical component of online community management. While in some cases, content moderation decisions may be subjective, and there is a risk of moderators applying their own biases or interpretations when evaluating content it is overwhemlingly a needed process.

Censorship, on the other hand, is widely viewed as a violation of free speech and an infringement of individual rights. Censorship can limit access to information and suppress important debates and discussions. Governments and authorities that engage in censorship often face criticism and opposition from civil society and international organizations that advocate for free speech and human rights.

In conclusion, content moderation and censorship are two distinct approaches to managing content in online communities – and only one has a place in creating a safe and effective environment for members. Content moderation protects an online community and its members, staff, and organization, while allowing for healthy conflict and free speech.

Read more about effective community moderation.

Mastering Moderation

CMGT 101: Moderation in Online Communities

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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

Dos and Don’ts for Happy and Healthy Community Moderation

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Community Moderation_Icon

We all know that a community manager’s to-do list can be daunting, if not paralyzing, at times. But what about a community moderator? Community moderation can be just as demanding.

For several years, I was the one and only official member of the community “team” for a large company. Among my many responsibilities was community moderation, so I got a firsthand view of what went into successful moderation and balancing the community management workload.

And while I could have written a few hundred pieces of advice, I’ve narrowed it down to ten you need to have a happy and healthy community (and moderator).

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. (Check this great new member case study.)

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.

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.

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?”

DON’T be a robot.

Respond in a sincere, personal voice. Some community moderation platforms provide the functionality of selecting a prepopulated response. Avoid using “canned” responses unless volume necessitates it.

DO be empathetic.

Always remember that the member you’re responding to may be justly upset and they’re looking to you for assistance. You represent your brand in the community and sometimes the brand will have done something wrong and the consumer is looking to you for help.

DO leverage analytics to evaluate your community’s content.

Example: Check frequently searched terms to see what your members are looking for. Make sure those topics have appropriate content posted and tagged accordingly.

DO acknowledge and nurture your Super Users.

It’s amazing how much support a small group of passionate, dedicated advocates can contribute. A quick note of appreciation, thanks or congratulations can go a long way.

DO use key word filters to screen all posts.

Key word filters can be used to screen obvious issues like profanity but they can also be used to alert you of potential issues. I’ve used them to search for potentially volatile political discussions, product issues and dissatisfied clients.

DON’T feed the trolls.

Every community has them. They’re only there to stir the pot. Deal with them calmly and within the guidelines. Depending on their behavior you can ignore them, warn them or send them away. (Here’s another great post about conflict resolution in communities.)

Mastering Moderation

Three ways to maintain a positive tone in your online community

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positive tone

For anyone who manages or moderates an online community, you know that sustaining a positive tone can sometimes be a challenge. Members view it as a safe place to provide feedback, vent their frustrations, and have their voice be heard. It’s not always pretty.

In a past life, I managed a large external support community. Given the nature of the subject matter and the rapid growth from a couple thousand to well over 100,000 members three years later, the tone early on wasn’t exactly a positive one. However, thanks to some savvy community peers and a long-term strategy, we were able to turn it around.

I’ve outlined three lessons I learned in the process that will help you keep your community helpful and not hostile.

1. Establish clear guidelines for participation.

This doesn’t just mean create a list of things users aren’t permitted to do. While you will want to include a list of prohibited behavior, more importantly, focus on sharing with users the behavior and participation they can do to contribute, add value and benefit. No one enjoys being told what not to do. Instead, show your membership how they can contribute and engage productively. Post a question. Answer a question. Give kudos and acknowledge good contributions from others. (Here’s another post with an example of good guidelines for participation.)

2. Demonstrate the tone you want members to mimic.

I’ve seen all too many examples of online communities where the members go rogue. The engagement, content and tone are nothing like what the brand originally intended. Often times this happens because the forum or group doesn’t have a community moderator. I would never recommend starting an online community, forum or group without moderation. Users tend to mimic the tone they experience so if you’re starting a new community be sure to “seed” the community with appropriately toned content prior to launch. If you’re coming into an established community that needs help with tone, in addition to reviewing and cleaning up toxic content be sure to create positive content and feature this content when possible. Be sure to acknowledge and recognize members who contribute the types of responses that mimic the tone you are trying to establish.

3. Firmly and consistently enforce the participation guidelines.

I mentioned earlier the need to establish clear guidelines for participation at the start. Equally important is fair and consistent enforcement of the guidelines. If you have a member going off the rails and you don’t guide them back in, then not only might that member continue to veer off the desired path but that behavior is being witnessed by other members who may see the conduct as acceptable. Community members tend to mimic the behavior they see. The sooner you rein in the offender the less chance you’ll have of others following suit.

Diligently following these three recommendations will help you create and maintain the welcoming, supportive environment online communities strive for. Remember to define appropriate participation, mimic the desired behavior and be consistent with enforcement of the guidelines.

 

Mastering Moderation

Best Practices for Community Moderation, or Why Patience is a Virtue

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superheroPolicies, guidelines, and governance provide the framework and boundaries for your community, but moderation is where those policies are turned into day-to-day management. Direct moderation is the day-to-day interaction and management that signals to members what gets attention—both good and bad—from the organization. Successful community management requires not just a day-to-day awareness of the activity in your community but also the seamless application of tools and strategies to maximize engagement and minimize disruption.

Moderating doesn’t mean eliminating conflict. In fact, vibrant and productive communities depend on differences of opinion between members to create discussion, generate new ideas and develop innovative solutions. But that vibrancy is dependent on the community’s ability to maintain a respectful tone, and it’s the moderator’s job to thread that needle – fostering discussion and even dissention while maintaining the proper tone. In The Community Manager Handbook we shared best practices for effective community moderation, so when you see a conflict developing:

• Step up your monitoring – spend time understanding the conflict before you get involved

• Give it space – often conflicts will resolve themselves, or the community will help mediate

• Model behavior – it can sometimes be helpful to rephrase opinions of others in a more emotionally neutral tone that allows people to focus on the content of the comment vs. the tone.

• Get personal – in some cases, a personal outreach, especially a phone call, will both help you understand the conflict and perhaps create a space for resolution

• Don’t take it personally – Remember, your role is to create a safe space for people to share, not to arbitrate decisions. Getting personally invested in conflict is a great way to generate distrust and burn out.

superheroesMike Pascucci, Manager of Social Media and Community at Autodesk shared this powerful tip: “Remove emotion from the decision making process as a moderator. Look at every piece of content for what it is.” He also noted that being proactive also creates positive momentum. “Reactive management is by its nature defensive. Proactive gets you seen as a thought leader in the space—and that gives your internal teams comfort, and creates a circle of trust with both internal employees and external communities.”

If you’re tasked with moderating an online community check out The Community Manager Handbook’s section on moderation best practices. You’ll find three good moderation rules of thumb, a sample engagement ladder and more expert advice from our Community Superheroes.

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All Things in Moderation – Best Practices for Successful Community Moderation

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superheroBy Shannon Abram, Relationship Manager at The Community Roundtable.

Please forgive the pun, I couldn’t help it! In all seriousness, policies, guidelines and governance provide the framework and boundaries for your community, but moderation is where those policies are turned into day-to-day management. Direct moderation is the day-to-day interaction and management that signals to members what gets attention—both good and bad—from the organization. Successful community management requires not just a day-to-day awareness of the activity in your community but also the seamless application of tools and strategies to maximize engagement and minimize disruption.

Moderating doesn’t mean eliminating conflict. In fact, vibrant and productive communities depend on differences of opinion between members to create discussion, generate new ideas and develop innovative solutions. But that vibrancy is dependent on the community’s ability to maintain a respectful tone, and it’s the moderator’s job to thread that needle – fostering discussion and even dissention while maintaining the proper tone. In The Community Manager Handbook we shared best practices for effective community moderation, so when you see a conflict developing:

• Step up your monitoring – spend time understanding the conflict before you get involved

• Give it space – often conflicts will resolve themselves, or the community will help mediate

• Model behavior – it can sometimes be helpful to rephrase opinions of others in a more emotionally neutral tone that allows people to focus on the content of the comment vs. the tone.

• Get personal – in some cases, a personal outreach, especially a phone call, will both help you understand the conflict and perhaps create a space for resolution

• Don’t take it personally – Remember, your role is to create a safe space for people to share, not to arbitrate decisions. Getting personally invested in conflict is a great way to generate distrust and burn out.

superheroesMike Pascucci, Manager of Social Media and Community at Autodesk shared this powerful tip: “Remove emotion from the decision making process as a moderator. Look at every piece of content for what it is.” He also noted that being proactive also creates positive momentum. “Reactive management is by its nature defensive. Proactive gets you seen as a thought leader in the space—and that gives your internal teams comfort, and creates a circle of trust with both internal employees and external communities.”

If you’re tasked with moderating an online community check out The Community Manager Handbook’s section on moderation best practices. You’ll find three good moderation rules of thumb, a sample engagement ladder and more expert advice from our Community Superheroes.

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Want to connect with community professionals around the world? Join our Facebook group!