How do you train and support your public engagement moderation team and volunteers?

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Public engagement is a valuable way to connect with your audience, share your insights, and gather feedback. But it also comes with some challenges, such as managing diverse opinions, handling conflicts, and ensuring quality and relevance. That's why you need a skilled and supported moderation team and volunteers to help you run your public engagement activities smoothly and effectively. In this article, we'll share some tips on how to train and support your public engagement moderation team and volunteers, based on our experience and best practices.

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Taoheedah Abdulkareem

Public Health|Founder, HealthForAll Initiative|Youth Rep @World Hepatitis Alliance|Council of Arts in Health|Wikimedia…

1 Define your goals and expectations

Before you start recruiting and training your moderation team and volunteers, you need to have a clear vision of what you want to achieve with your public engagement activities, and what you expect from your moderators and volunteers. For example, do you want to inform, educate, or inspire your audience? Do you want to foster dialogue, collaboration, or action? Do you want to collect data, feedback, or stories? Do you want to follow a specific format, style, or tone? Having a clear and shared understanding of your goals and expectations will help you align your moderation team and volunteers with your purpose and strategy, and avoid confusion and inconsistency.

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Taoheedah Abdulkareem

Public Health|Founder, HealthForAll Initiative|Youth Rep @World Hepatitis Alliance|Council of Arts in Health|Wikimedia Organizer
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As the lead of the HealthForAll Initiative For Community Health, I had the aim of promoting healthy living (Public Health) and I presented such objectives to the volunteers, team members and the populace at large. It is important to analyze the organizational goals and objectives before engaging the public. Be known for consistency to avoid confusion with the audiences.

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Abdulkareem Al Borsan

Supply Chain & Procurement Specialist |
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Provide comprehensive training on communication, conflict resolution, and project specifics. Create clear guidelines outlining best practices and procedures. Offer ongoing support with resources, regular check-ins, and a support team. Foster a supportive environment with open communication and recognition. Equip with tools and technology and train them to use these effectively. Encourage professional development through additional training and mentoring. Monitor performance and provide constructive feedback. Promote well-being by managing workloads and supporting mental health.

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2 Select your moderation tools and platforms

Depending on your goals, audience, and resources, you may choose to use different tools and platforms for your public engagement activities. For example, you may use social media, blogs, podcasts, webinars, surveys, forums, or live events. Each tool and platform has its own features, benefits, and limitations, and may require different skills and approaches from your moderation team and volunteers. Therefore, you need to select the most suitable and effective tools and platforms for your public engagement activities, and familiarize your moderation team and volunteers with them. You may also need to provide them with access, guidelines, and technical support to use them properly and safely.

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Taoheedah Abdulkareem

Public Health|Founder, HealthForAll Initiative|Youth Rep @World Hepatitis Alliance|Council of Arts in Health|Wikimedia Organizer
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Select the tool that resonates the most with your audience. Utilize social media strategies as it is here to stay. LinkedIn as a case study contains millions of professionals, who use its live events, polls and other features for public engagement.

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3 Train your moderation team and volunteers

Once you have established your goals and expectations, and chosen your tools and platforms, you should train your moderation team and volunteers on how to moderate your public engagement activities. This training should include topics such as the role of a moderator or volunteer, the values and principles of your public engagement activities, the policies and procedures for moderation, the skills and techniques for moderation, and the best practices of moderation. To train your team and volunteers, you can use various methods such as online courses, workshops, webinars, manuals, videos etc. It is also important to customize the training to the specific needs and levels of your moderation team and volunteers, as well as provide them with chances to practice and get feedback.

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4 Support your moderation team and volunteers

Training alone is not enough to ensure the quality and effectiveness of your moderation team and volunteers. It’s important to provide them with ongoing support and recognition, such as clear and timely communication, a supportive culture and community, guidance, mentoring, coaching, recognition for contributions and achievements, solicit their input and feedback, address their challenges and concerns, and offer them opportunities for learning and development. You can use various tools and channels to support your moderation team and volunteers, such as online platforms, newsletters, forums, chats, meetings, events, awards etc.

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Taoheedah Abdulkareem

Public Health|Founder, HealthForAll Initiative|Youth Rep @World Hepatitis Alliance|Council of Arts in Health|Wikimedia Organizer
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I share health opportunities with HealthForAll Members from time to time. Their birthdays are constantly celebrated too. Endeavour to acknowledge the team members, and celebrate them on their special days. That is a key element of public engagement.

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5 Evaluate your moderation team and volunteers

To measure the performance and impact of your moderation team and volunteers, you should evaluate them on a regular basis. Different methods and indicators can be used for this purpose, such as quantitative metrics like the number of participants or qualitative feedback from surveys and interviews. Additionally, self-assessment and peer-review can be used to gain insight into their growth and areas for improvement. After evaluating your moderation team and volunteers, it is important to share the results with them and use them to inform future planning and actions.

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Taoheedah Abdulkareem

Public Health|Founder, HealthForAll Initiative|Youth Rep @World Hepatitis Alliance|Council of Arts in Health|Wikimedia Organizer
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At the moment, I shared a survey form with our members as a measure to evaluate the size of the initiative, feedback and improvement. The results will be shared with them by next month. To engage the public, metrics such as feedback and number of participants should be evaluated.

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6 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?

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Taoheedah Abdulkareem

Public Health|Founder, HealthForAll Initiative|Youth Rep @World Hepatitis Alliance|Council of Arts in Health|Wikimedia Organizer
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Public engagement involves training and procedures, this starts with your team members and volunteers. Acknowledge their efforts and seek improvement on how your organization's mission can expand. Be consistent in your engagement with the audience.

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How do you train and support your public engagement moderation team and volunteers?

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1 Define your goals and expectations

2 Select your moderation tools and platforms

3 Train your moderation team and volunteers

4 Support your moderation team and volunteers

5 Evaluate your moderation team and volunteers

6 Here’s what else to consider

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