CMGT 101: Moderation in Online Communities

CMGT 101: Moderation in Online Communities

Note: This content appears in a slightly different form in our ebook: CMGT 101: 17 Community Leaders Share Their Secrets for Success.CMGT 101 is packed with engagement ideas, governance tips, career advice, and more from community leaders working at innovative organizations like CA Technologies, Aetna, Electronic Arts, SAP, Pearson, Akamai, and Atlassian. Why is it moderation important to the overall health of an online community? Good moderation builds trust among the members and ensures that the community is a safe place to engage. Do welcome new members to the community. Do show members how to participate. Before you respond to a member’s post, read the post again. Especially in a customer support community, it’s important to show that you understand the question and are genuinely interested in assisting. Too often I see a member respond “That’s not what I was asking. Your guidelines should focus on encouraging the behavior you’d like members to exhibit in addition to discouraging the conduct that is prohibited. Some community moderation platforms provide the functionality of selecting a prepopulated response.

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Note: This content appears in a slightly different form in our ebook: CMGT 101: 17 Community Leaders Share Their Secrets for Success.CMGT 101 is packed with engagement ideas, governance tips, career advice, and more from community leaders working at innovative organizations like CA Technologies, Aetna, Electronic Arts, SAP, Pearson, Akamai, and Atlassian. Download the ebook here for free.

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Jerry Green is a Community Strategist at The Community Roundtable. He shared his best practices for using moderation effectively in an online community.

Why is it moderation important to the overall health of an online community?

A well-moderated community provides a welcome place for members and guests. Good moderation builds trust among the members and ensures that the community is a safe place to engage. Once assured that a community is safe, users will feel comfortable sharing and the quality of the…

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