Community moderators are essential for maintaining a healthy and engaging online community. They help to enforce the rules, manage the conversations, and support the members. But how do you find and train the right people for this role? In this article, we will share some effective ways to recruit and train community moderators for your social media platforms.
Before you start looking for community moderators, you need to define what you expect from them. What are the goals and values of your community? What are the main challenges and opportunities? How much time and resources do you have to support them? By answering these questions, you can create a clear and realistic job description that outlines the skills, responsibilities, and benefits of being a community moderator for your brand.
One of the best ways to recruit community moderators is to look within your existing community. Your loyal and active members may already have the passion, knowledge, and experience to moderate your platforms. You can invite them to apply by posting an announcement on your channels, sending them a direct message, or creating a referral program. Alternatively, you can also use external sources such as online job boards, social media groups, or professional networks to reach out to potential candidates who match your criteria.
Look at people in your network who are passionate about engaging with others on social media. Reach out to them and have a conversation. Get to know and understand where they're coming from, what's important for them. Evaluate their attitude and energy when talking with you. What are the topics they light up about? If it fits with your brand, take the conversation forward.
I agree, but it is important to also ask yourself some questions about the potential moderator. Regardless method of sourcing, one needs to ask what commitment and dedication candidates are bringing to the role. It is not enough to be knowledgeable and passionate about the work, but you need sustained commitment and dedication to be an effective community moderator. It is also important to ask what value the moderator is bringing to the community. Can they maintain community existing membership? and Can they help grow the community? The whole point is that you do not want to recruit a moderator who will not bring added value to your community.
Once you have a pool of applicants, you need to evaluate their suitability for the role. You can use various methods to assess their skills, such as online tests, interviews, or trial tasks. For example, you can ask them to review some hypothetical scenarios and explain how they would handle them. You can also ask them to share their previous experience, their motivation, and their expectations as community moderators. The goal is to find candidates who have the right attitude, communication, and problem-solving skills for the role.
After you select your community moderators, you need to equip them with the knowledge and skills necessary to perform their tasks effectively. A comprehensive training program should include the vision, mission, and values of your community and brand, the roles and responsibilities of community moderators, the guidelines and policies of your community and platforms, the tools and resources available for community moderators, the best practices and tips for engaging and supporting the community, as well as the feedback and evaluation process for community moderators. You can deliver your training program through various formats, such as online courses, webinars, manuals, or videos. Additionally, ongoing support and coaching should be provided to your moderators through regular check-ins, Q&A sessions, or peer mentoring.
It's important to give people on your team the right support, but also to empower them to take ownership of their job. Make sure the training period includes guidelines for different situations they might encounter as community moderators. Also have in place a crisis communications and escalation plan. Your community manager needs to know to whom should he/she reach out if things spin out of control fast. Let them know you're there for them, so they feel they have your support even if they don't need it. Making them feel heard and seen, will empower them to give their best in their work.
Finally, you need to acknowledge and appreciate the work of your community moderators. These individuals are the backbone of your community and should be rewarded for their efforts. You can show recognition through monetary or non-monetary incentives, such as bonuses, gift cards, or free products. You can also feature them on your platforms by spotlighting their stories, highlighting their achievements, or giving them shout-outs. Inviting them to exclusive events, such as webinars, workshops, or meetups is another great way to show appreciation. Additionally, soliciting their feedback and input on suggestions, ideas, or testimonials is a great way to involve them in the process. Creating a sense of belonging and community by connecting them with other moderators, creating a moderator-only group, or celebrating their milestones will help boost morale and foster a positive and productive relationship.
In my experience, recognition is the strongest tool of motivation for team members. The moderator needs to feel appreciated for the work they do. Therefore, it is important listen and understand the needs of your moderator, this will help you to design most fulfilling motivation package for them.
One of the best ways to recognize people in your team is to really listen to them. Yes, monetary and non-monetary incentives are great, and you should give those too. But if you want their loyalty, start listening to them. Find out what's important to them in personal and professional life and go out of your way to support them. That's how you create loyalty for you as their manager and for your company and mission.