What are the key skills and competencies that online moderation networks look for in their moderators?

1 Communication skills

Online moderators need to have excellent communication skills, both written and verbal. They need to be able to express themselves clearly, concisely, and politely in different languages, tones, and formats. They also need to be able to listen actively, empathize, and respond appropriately to different situations and audiences. Online moderators need to communicate effectively with users, clients, and other moderators, as well as follow guidelines, policies, and feedback.

2 Critical thinking skills

Online moderators need to have strong critical thinking skills, as they have to deal with complex and ambiguous scenarios on a daily basis. They need to be able to analyze, evaluate, and interpret information, data, and content from various sources and perspectives. They also need to be able to apply logic, reasoning, and creativity to solve problems, make decisions, and take actions. Online moderators need to think critically about the context, purpose, and impact of their moderation activities.

3 Cultural awareness skills

Online moderators need to have high cultural awareness skills, as they have to interact with diverse and multicultural online communities and clients. They need to be able to understand, respect, and appreciate different cultural values, beliefs, norms, and practices. They also need to be able to adapt their moderation style, language, and approach to different cultural contexts and sensitivities. Online moderators need to be culturally aware of the potential risks, opportunities, and benefits of their moderation actions.

4 Technical skills

Online moderators need to have solid technical skills, as they have to use various tools, platforms, and software to perform their moderation tasks. They need to be able to navigate, operate, and troubleshoot different online moderation systems, applications, and features. They also need to be able to learn, update, and optimize their technical knowledge and skills regularly. Online moderators need to be technically savvy and comfortable with using technology to enhance their moderation efficiency and quality.

5 Emotional intelligence skills

Online moderators need to have high emotional intelligence skills, as they have to cope with the emotional and psychological demands of their moderation work. They need to be able to recognize, understand, and manage their own emotions, as well as the emotions of others. They also need to be able to regulate their stress, fatigue, and burnout levels, as well as maintain their motivation, resilience, and well-being. Online moderators need to be emotionally intelligent and supportive of themselves and others.

6 Ethical skills

Online moderators need to have strong ethical skills, as they have to uphold the values, standards, and principles of their moderation work. They need to be able to act with integrity, honesty, and accountability in their moderation actions and interactions. They also need to be able to balance the interests, expectations, and rights of users, clients, and other stakeholders. Online moderators need to be ethical and responsible for their moderation impact and outcomes.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?