Community Moderation

Lee Robinson

1. Be kind

Always be kind, even when enforcing rules.

This can be difficult. Address issues with empathy and understanding. This compassion can (and should) coexist with firmness. Clearly explain why moderation actions were taken, and if relevant, link back to the code of conduct.

How to respond to angry feedback

Here's how I recommend responding to customer feedback:

  1. Stay humble.
  2. Don't take it personally.
  3. Accept that not everyone will like you.
  4. If you turn off replies on a post, you already lost.
  5. Don't use humor or sarcasm when they’re upset.
  6. Don’t use “corpospeak”. Speak plainly, without jargon.
  7. If you don't know the answer, admit it and say what you're doing to find out.
  8. Make people feel heard. Behind almost every frustrated customer is real, helpful feedback.
  9. Be kind and empathetic when responding to negative feedback. Even if they don't deserve it.
  10. Don't reject feedback. You're saying they're wrong, which makes them defend themselves.
  11. Write in public for the secondary audience, not the antagonistic user.
  12. Explain, don't defend. You can say the exact same thing in a way that sounds bitter or sounds transparent.
  13. Take more responsibility than seems necessary. Take so much ownership that it surprises people.
  14. Everything you post either helps or hurts a narrative. Sometimes there can be value in responding carefully if it plays well to spectators.
  15. If you present yourself in a way that makes people believe you are bragging or cocky, they will be more likely to try and knock you down a peg.
  16. When discussing deeply technical topics, be exceptionally detailed in your response. Be calm, factual, and empathetic to their concerns.
  17. If you apologize, fully commit. State the problem, explain the fix, share what you're doing to prevent it. But only apologize if you truly believe it.

And finally, sometimes you need to post through it. Remember, not everyone is going to like you.

(Some of these are inspired by Lulu from Rostra)

2. Build long-term relationships

Community trust is slowly built over time. There isn’t a shortcut or hack.

Give the community more than you take. For example, you should be adding value in 90% of the conversations or interactions you have (e.g., being helpful, answering questions) and only 10% asking for things (e.g., read our new blog post, try the product).

When community members do wonderful things, celebrate them. Highlight their work, give them kudos, maybe even offer some swag.

3. Don’t stop the conversation too soon

Resist the temptation to overly moderate. Some tension is natural, as it encourages open dialogue and different perspectives.

If discussions turn into dogpiling, consider closing them and providing more focused next steps based on the feedback.

4. Mostly mute, rarely block

If possible, mute before blocking. This minimizes escalations from upset members after being blocked and creates a less hostile environment. Blocking should be a last resort.

If the conversation turns into harassment or violates the code of conduct, be vigilant and take swift action.

5. Take personal conversations private

Always respect community members’ anonymity. If you need to discuss private information, move the conversation to DM or email.