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What are the most common community moderation mistakes?

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Community moderation is a crucial aspect of social media management, as it helps to create a positive and engaging environment for your audience. However, it can also be challenging and stressful, especially when you have to deal with trolls, spam, conflicts, or complaints. To avoid making common mistakes that can harm your reputation, engagement, or trust, here are some tips to keep in mind.

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Julius Quansah Yankson

2023 LinkedIn Top Social Media Voice ||Digital Communications Strategist with a focus on growing and developing…
? Dani Peterman

Senior Social Brand Manager @ AppsFlyer??Organic B2B Marketing & Brand??LinkedIn Expert?? Frenchie owner & BJJ purple…
Marina Kigel ????? ????

Versatile content strategist ★ Storyteller ★ Crafting engaging narratives for diverse industries and cultures ★…

1 Be consistent and transparent

One of the most important rules of community moderation is to be consistent and transparent with your policies, guidelines, and actions. This means that you should clearly communicate what is acceptable and what is not in your community, and apply the same standards to everyone. You should also explain why you delete, edit, or ban certain posts or users, and avoid being arbitrary or biased. By being consistent and transparent, you can build trust and credibility with your audience, and prevent confusion or resentment.

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Julius Quansah Yankson

2023 LinkedIn Top Social Media Voice ||Digital Communications Strategist with a focus on growing and developing businesses on social media.
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Common community moderation mistakes include: Over-policing: Being excessively strict can stifle discussions. Under-policing: Neglecting moderation can lead to a toxic environment. Inconsistent enforcement: Uneven application of rules can cause confusion. Lack of transparency: Failing to communicate moderation actions can erode trust. Ignoring user feedback: Not listening to the community can lead to dissatisfaction. Bias and favoritism: Showing partiality in moderation decisions harms fairness. Slow response times: Delayed action on inappropriate content frustrates users. Not adapting to evolving issues: Failing to address new challenges can harm the community's health.

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Marina Kigel ????? ????

Versatile content strategist ★ Storyteller ★ Crafting engaging narratives for diverse industries and cultures ★ Speaking, writing, dreaming in Hebrew, English and Russian
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The community mediator must not be emotionally involved in making decisions about what to do in case of any violation of community rules. If you decided to postpone the post - it is important to explain the reason. If a heated discussion or mutual curses developed in the responses - it is very important not to take sides but to understand the good of the community. On the other hand, it is also important to show that there are various sanctions, including permanent removal from the community in case of repeated violations.

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Vandana Yaddav
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What are the most common community moderation mistakes? Treat Members with Respect Define the Tone of the Community Moderation Means Service Underestimating the Importance of Community Guidelines Turning All Content Moderation Over to Technology Communities Should be Fun

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2 Be respectful and empathetic

Another key rule of community moderation is to be respectful and empathetic with your audience, even when they are angry, rude, or negative. This means that you should avoid being defensive, aggressive, or sarcastic, and instead try to understand their perspective, acknowledge their feelings, and address their concerns. You should also avoid personal attacks, insults, or threats, and focus on the issue rather than the person. By being respectful and empathetic, you can diffuse tension, show professionalism, and foster a civil and constructive dialogue.

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? Dani Peterman

Senior Social Brand Manager @ AppsFlyer??Organic B2B Marketing & Brand??LinkedIn Expert?? Frenchie owner & BJJ purple belt
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While this is very true, it's also important to remember that as a moderator your job is to create a safe and comfortable environment for all. This means being firm and having clear boundaries with aggressive and confrontational members. Managing a non-business community with over 16K members, I always gave aggressive people who attacked me more opportunities to take back what they said or have them explain themselves in a more polite manner. But when it comes to other members, it's zero tolerance.

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3 Be responsive and proactive

A third essential rule of community moderation is to be responsive and proactive with your audience, especially when they have questions, feedback, or complaints. This means that you should monitor your social media channels regularly, and reply to comments, messages, or reviews as soon as possible. You should also anticipate potential issues, and provide solutions, updates, or apologies before they escalate. By being responsive and proactive, you can show that you care about your audience, value their input, and resolve their problems.

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Preetika Thakur

Marketing Communications Consultant
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To keep up with your customers, you should acknowledge and respond to the feedback in a positive way. If there's any misconception, then have it explained. So, they know you're there to listen. Brand should always give their customers a good reason to be a follower.

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4 Be selective and strategic

A fourth important rule of community moderation is to be selective and strategic with your audience, especially when you have to deal with trolls, spam, or irrelevant content. This means that you should not engage with every comment or post that is negative, provocative, or off-topic, and instead focus on the ones that are relevant, genuine, or constructive. You should also use tools and features that can help you filter, flag, or block unwanted content or users, and avoid feeding the trolls or giving them attention. By being selective and strategic, you can save time and energy, and protect your community from disruption or distraction.

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5 Be flexible and adaptable

A fifth crucial rule of community moderation is to be flexible and adaptable with your audience, especially when you have to face changes, challenges, or crises. This means that you should not stick to a rigid or outdated set of rules or practices, and instead adjust them according to the needs, preferences, or expectations of your community. You should also learn from your mistakes, feedback, or data, and improve your moderation skills and strategies over time. By being flexible and adaptable, you can keep your community relevant, engaged, and satisfied.

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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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What are the most common community moderation mistakes?

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2

3

4

5

6

1 Be consistent and transparent

2 Be respectful and empathetic

3 Be responsive and proactive

4 Be selective and strategic

5 Be flexible and adaptable

6 Here’s what else to consider

Social Media

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What are the most common community moderation mistakes?

1

2

3

4

5

6

1 Be consistent and transparent

2 Be respectful and empathetic

3 Be responsive and proactive

4 Be selective and strategic

5 Be flexible and adaptable

6 Here’s what else to consider

Social Media

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