The folks at Mzinga (the company I work for) were nice enough to ask me to contribute to an e-book on moderating online communities. “Moderation: Protecting Your Brand in a Social World” is now available for download from the Mzinga website (registration required).
I played a small role in putting this book together. My colleagues Steve Brock and Isaac Hazard also contributed.
Some key points from the book:
Pick Your Platform Wisely
When selecting a technology vendor for your community, think through how you want to moderate content and make sure the vendor has the tools you need to do the job. You’ll want to gather all of the stakeholders in your organization to determine your requirements.
Rules Matter
Make sure those participating in your community know exactly what the rules are. That includes both the formal Terms of Service and a more informal code of conduct. The Terms of Service is the legal document that, when properly crafted, will protect you from legal liability. But you also need a code of conduct, which spells things out in plain English for your community. Not only do these documents let participants know exactly what to expect, they give the community moderator(s) a clear set of rules to enforce.
Moderators Are More Than Enforcers
A good moderator does a lot more than just enforce the rules. They need to engage the community. Yes, the moderator should make sure that everybody sees, understands, and abides by the rules. But they also need to welcome new members, participate in conversations, and contribute useful content. In new communities, moderators should be creating conversations and encouraging others to join in.
I’ve just scratched the surface with a few key points. Download book to get all of the useful info.
Dave — thanks for this!
Moderators are also expected to be credible, and exemplary in observing the community’s rules. In a forum, for instance, a moderator who makes lewd comments wouldn’t be taken as seriously.