Sometimes, community managers need to play the role of disciplinarian. It’s not a fun part of the job, but it is a necessary one. The key is how you approach it. Here are five guidelines for community managers dealing with disruptive members:
1.) Have Rules
Let’s face it, most people don’t bother to read the rules before participating in a community. But that doesn’t mean you should dispense with rules altogether. A banned or gagged member will often plead ignorance and demand to be reinstated. Having a set of rules to point to makes it easier to deal with those claims.
2.) Be Consistent
Don’t let troublemakers accuse you of playing favorites. Apply all rules consistently. Have your own, internal set of guidelines for what discipline to mete out in various situations to ensure you’re treating everyone equally.
3.) Take Emotion Out of The Equation
Members facing discipline will sometimes attack the moderator personally. Those attacks can be pretty vicious. Never lower yourself to their level. When communicating with disruptive members, kill them with kindness. Engaging in acrimonious debate with these people just gives them another reason to believe that they’re being somehow victimized. Don’t give them the satisfaction of seeing you lose your cool.
4.) Let The Little Stuff Slide
Don’t go overboard enforcing the rules. When faced with a borderline case, give the member the benefit of the doubt. If the behavior of a member doesn’t bother other members, it probably shouldn’t bother you, either.
5.) Safety Comes First
If anything occurs in your community that presents a threat to anyone’s safety or property, make sure the authorities are notified.
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