🧑💻 How To Get Help With Community Moderation
By Kirsti Buick
Not every Community Moderator will need to work with a team for moderation, but there might be situations when you need a helping hand.
How you choose a team to help can depend on multiple factors:
- How often you need help: Is it daily or for a specific event?
- What internal resources you have: Is your team active in your community, and is this a task they can add to their plate?
- What external resources you have: Are there community members who’d be interested, would you prefer to hire contractors, and do you have a budget to compensate people for their time?
Depending on your answers to the above, you can choose to enlist team members, community members, or contractors to help.
You can create a formal application for community members or contractors. Write it like a job description so that people understand what they’re applying for. Lay out how many hours per week they can expect to put in, and whether they should have prior moderation experience.
As part of your onboarding for moderators, you’ll need to share a guide they can use to moderate effectively. This should include your community values and guidelines, how to best get in touch with you if needed, and your protocols for things such as escalation/de-escalation.
Your moderation guide should answer questions such as:
- Does everything need a response, or should you leave some things to the community?
- What should they do with support questions?
- What your crisis and de-escalation procedures are.
- Examples of what types of posts and language are acceptable, and what aren’t.
Director of Community Education at Commsor Noele Flowers recommends developing a moderation guide or emergency playbook even if you aren’t going to work with external moderators regularly. “If you're one person, you need a fallback plan that anyone can execute if you're out of office,” she says.