Overview

Introduction of the following moderation workflows:

• Edit/move/delete a post
• Restricted view comments

Discussion of the following moderation practices:

• Value of posted community guidelines (examples)
• Spam prevention
• User management features (including suspension/deactivation and expert identification)

Content & Moderation Training Checklist

• Discuss moderation workflow, responsibilities and practices
• Plan community guidelines
• Add team members to the Moderation group
• Understand the use of Archive for moderation review
• Start seeding content

Content and Moderation Overview

Content & Moderation Training Objectives: In this second training, the purpose is to demonstrate the frontend and administrative features to help manage users and content in the community. In addition to the demonstration of features, we include a discussion about the role of the moderator and best practices.

The Role of the Moderator: The moderator may also be a technical expert who helps answer questions, but a Moderator's primary role is to maintain the hygiene and culture of the community by guiding new members, facilitating conversations, and protecting the community from disruptive forces, such as spammers. External, public-facing communities typically require more moderation efforts to defend against spammers and manage users and content in accordance with the posted rules.

Establishing Community Guidelines: A best practice is to create and publish a set of community guidelines. These set forth the vision and purpose of the community, establishing expectations for its users in a clear set of Do's and Don'ts. Moderators will refer to these guidelines as they go about their activities.

Common Ways you may Staff/Structure Moderation

• Moderation handled by community manager: This takes place during the initial stages of community growth.
• Dedicated Moderators: This is less common except with very large and active external sites.
• SME/Moderators: Moderation led by support or technical SME's.
• Community volunteers: Trusted customers who have participated for an extended time and earned trust. Often these will have some limitations to their permissions to protect PII and to set scope to particular areas of the site.