The document outlines moderation responsibilities and processes for responding to inquiries, managing conversation flow, and handling flagged content on a platform. The key responsibilities include:
1) Responding helpfully and promptly to user inquiries, providing answers or escalating to experts.
2) Encouraging conversation and engagement, while monitoring for inappropriate content.
3) Reviewing flagged, reported, and spam posts and taking appropriate actions like warnings, post removal, or banning users according to community guidelines.
4) Knowing when to escalate issues to administrators for review or action.
3. MODERATION RESPONSIBILITIES:
RESPONDING TO INQUIRIES
Best practices:
1. Thank them for their question
2. If you have the answer, provide it directly in the comments, including a hyperlink to any
documentation – do not refer them to support unless it’s to submit a ticket (see Processes section of
this deck)
3. If you do not have the answer, follow the ”Request help from an Expert” section of the Processes
section of this deck.
4. Make sure any inquiries are resolved – i.e. “Does this answer your question?”, etc.
5. Allow and encourage customer discussion! Since we truly want this to be a self-service model, we
want customers to help solve together.
Example of member post here.
4. MODERATION RESPONSIBILITIES:
CONVERSATION FLOW
Best practices:
1. If you see something, say something! We are encouraging all employees to flag
content if it’s deemed inappropriate (see next slide for more).
2. Keep the Community Rules in mind (you will see this blue box to the right of
most pages). If they are in violation, see next slide.
3. Conversation seemed to have dropped off/left open with no real resolve? Make
sure to circle back and close the loop.
1. Use the bookmarking feature to follow along with conversations
2. Use notifications to follow along with categories
7. REPORTED
POSTS
!
4
1. Review the content
2. Review flagger’s comments
3. Leave a comment for the
flagger, which can only be seen
between you and them.*
*See next few slides on
comment type.
8. If a reported post hasn’t broken any rules and does not appear harmful in any way, you
may leave the post as it is but take the following two steps:
REPORTED
POSTS
! NON-HARMFUL POSTS
1. Leave a comment
for the flagger
explaining why this
didn’t violate any
Community Rules
and that it will be
left as-is.
2. Remove from your
queue by checking
the box next to the
post, then clicking
“Delete”.
9. If a reported post has violated a rule, follow the below steps:
REPORTED
POSTS
! HARMFUL POSTS REQUIRING ACTION
Violators get up to three strikes in a two-week span unless their actions are severe.
1
They have broken a
rule that requires a
warning notice. The
infraction is on their
record for 3 days.
2
They have broken
another rule in less
than a week
requiring a second
notice. The
infraction is on their
record for 9 days.
3
They have broken yet
another rule in less
than a two-week
span requiring
membership
termination.*
Imm.
They have posted
something that is seen as
hate speech, real threat to
physically harm another, or
any other extreme behavior
that warrants immediate
termination.*
* Requires Admin approval* Requires Admin approval
10. First Notice Second Notice Final Notice
“Unfortunately, you have been
flagged for negative activity in
your posts. Please review the
Community Rules to avoid any
future notices and/or
membership termination. Your
notice will expire in 3 days from
the day this posted. Should you
have any questions, please
email (insert email here)”
“We are sad to say that we’ve seen
repeated negative activity in your
posts Please review the
Community Rules to avoid
membership termination. Your
notice will expire in 9 days from the
day this posted. Should you have
any questions, please email (insert
email here)”
“Unfortunately, we must say
goodbye. While we appreciate
your participation in our
Community, we have a
responsibility to all of our
members to provide a safe, fun,
and thriving environment, which
is why we take our Community
Rules seriously. If you feel that
we should reconsider our
decision, please email (insert
email here)”
REPORTED
POSTS
! FLAGGED CONTENT: TEMPLATED NOTICES
11. If a reported post has violated a rule, follow the below steps:
REPORTED
POSTS
! HARMFUL POSTS REQUIRING ACTION
1
2 Templated information included in these notices
(see slide 17 for how you choose).
Include as much information on the “why” the post
received a warning3
4
This is helpful for Moderators to understand any other interaction that
took place or how many infractions this user has. It goes on their profile
but is only seen by other Moderators.
5 Uncheck this for first infractions.
12. REPORTED
POSTS
! HARMFUL POSTS REQUIRING ACTION, cont’d
1. Leave a comment for the flagger thanking them for raising the issue and that this did
violate Community Rules and further action has been taken.
2. Leave the reported post in your queue! It will better help all Moderators understand
how many infractions have occurred with a particular member in a two-week span. It
should remove itself after the notice period has passed.
3. Reach out to the Admin to get approval on deleting any member!
13. 1
2
3
SPAM
QUEUE
!
NOTE: No notifications are sent to the author of the post. Instead, you will receive an email as well as a pop-up alert, in addition to
your alerts’ queues.
NOTE: This is removed from the discussion
until reviewed and if they are a ”verified”
user, will lose that status.
14. SPAM
QUEUE
! SPAM VS. NON-SPAM
Not Spam
If you deem the content not spam:
1. Click the “Not spam” button
2. Accept the user to be “verified”
3. Then accept the action
4. This will restore the post
Spam
If you deem the content to be spam:
Please contact the Admin to review before
taking any action. Once the action is taken, it
deletes all of the user’s posts and comments,
and bans them from the site,
15. 1
2
3
MOD.
QUEUE
!
NOTE: No notifications are sent to the author of the post. Instead, you will receive an email as well as a pop-up alert, in addition to
your alerts’ queues.
This is “sunk” in the discussion feed until
action is taken.
16. ABUSE VS. NON-ABUSE
Non-abuse
If you deem the content not abuse:
1. Click the “Approve” button
2. Click that you accept to take this action
3. The post will be restored
Abuse
If you deem the content to be abuse:
Please contact the Admin to review before
taking any action. Once the action is taken, it
deletes the content immediately.
MOD.
QUEUE
!
18. PLATFORM ENHANCEMENTS - FYI
HUMAN ACTIONS
Unless otherwise instructed, the following actions do not need
to be performed by a Moderator, though they will appear
available:
• Split – This allows a Moderator to split a comment off from a
discussion and make it its own discussion or category.
• Merge – This allows the Moderator to merge to
comments/discussions together into a single discussion.
• Sink – This allows a Moderator to bury a discussion that is
unfavorable but not in violation of the Community Rules
• Move – This allows a Moderator to move a discussion to
another category.
• Profile > Dashboard > Moderation:
• Users – Unless otherwise instructed, all actions on this
page must be performed by an Administrator. If a user
is having an issue with the community, please let the
Admin know and they will handle it
PLATFORM ACTIONS
The following are moderation actions the platform
will perform on its own:
• Civil Tongue Ex – It replaces bad words (in three
languages) with [ERROR]
• Keyword Blocker – It blocks users from being
able to add bad words as tags (in three
languages)
• Stop Forum Spam – IP threshold and email
addresses can be added into the platform to
prevent spam from happening
• Troll Management – Allows Moderators to mark
users as trolls, which will prevent their posts
from appearing in discussions.
20. PROCESSES: SUBMITTING A TICKET
VS. NOT
GENERAL GUIDELINES ON URGING TICKET SUBMISSIONS:
1. If the customer has an issue that needs to be looked into by support and cannot be readily solved for
within the Community and/or Knowledge Base. This could be:
1. An outage
2. An issue within an open project that should be tracked through the existing ticket or a new
ticket if it’s a new issue within the project
2. They are requesting an upgrade, add-on, or other project-based work
21. PROCESSES: PROVIDING DIRECT
SUPPORT
This process is for those questions you can directly answer without the need for an Expert.
Query comes in
Thank them for
their query
Provide the answer
directly within the
comments
Documentation
needing to be
reference?
No Yes
No further action
required.
Look at “Help” section
of the community and
other discussions first
before referring users
to external sources.
Did it resolve
the issue?
No
Yes
No further action
required.
Have them submit a
ticket via the “Submit
a Ticket” button
22. PROCESSES: NEEDING AN EXPERT
This process is for those questions you need an Expert to answer.
Query comes in
Thank them for
their query
Let the user know
you will be reaching
out to an Expert* to
help resolve.
Let the user know you
have reached out to the
Expert and expect a
response on this
discussion within 3-6
hours, and to bookmark
the discussion to receive
notifications
Did the
Expert
respond in
that frame of
time?
No
Yes
No further action
required.
Reach back out
to the Expert in
Slack and email
to follow up ( CC
Admin).
Email the Expert* with
the query and that they
have a 3-6 hour window
to respond. Also let them
know you will be @
mentioning them on the
discussion.
Bookmark the discussion
yourself
Let the customer
know we are still
working on a
response.
Admin will work
on getting them
to respond ASAP
Keep this
discussion
bookmarked until
resolved.
*See list of go-to Experts on the last
Process slide.
23. PROCESSES: RESPONDING TO AN
OPEN TICKET/PROJECT QUERY
If you find a query around an open ticket or project…
Query comes in
about an open
ticket or project –
first locate their
ticket and/or PM
Review the ticket
and/or notify the
PM via email w/ the
URL to the query
Thank the user for their
inquiry. Let them know
that you will be
responding via the ticket
OR that their PM will be
reaching out to them.
Bookmark the
discussion in case new
conversation arises in
it.
