Moderation Strategies
Facilitator: Bryan Person, LiveWorld
notetaker: Stacey Reap
All session attendees already providing moderation services w/i their communities.
Ron Casalotti asks “what do you think about when you hear ‘moderation?’”
Clean-up operation vs. community leading vs. housekeeping vs. data mining
Martha Ainsworth, beliefnet.com--all volunteer mods; not one person will be good at all of those tasks; some good at rules police but not good at stimulating conversation, etc.
Bryan—do you define those roles for them?
Martha—don’t have enough to go around so try to spread within those roles?
Incentive is prestige of being moderator but they do get burned out (community is 10 years old).Have a moderator designation; don’t do swag, just thanks.Most are passionate about the topics, so getting people to talk about the things they’re passionate about isn’t hard
Garnor Morantes—more policing for us, handle policy violations reported
Rebecca Cooper, Lifetime—depends upon your situation; Martha’s situation is holdover from model of 10 years ago that still works.
Ron—you may have more passionate users on beliefnet; Martha—generous way of putting it
Brand sites—we have mods that monitor products—issues involving when mods speak in their own voice, when they speak for the brand; something we struggle with—acting as a rep of the brand (always with full disclosure) or company.The closer you monitor discussions for violations, the more nuggets you’ll find in odd places.
Bryan—anyone have a system of flagging content of interest to the company?
Brand sites—we read every thread but hard to train people to identify what information of value/interest to the company
Rebecca—more is better than less; give them some examples of things of interest; in past job she had 100 volunteer mods at the time—tremendous amount of time on the front end on training, but we got some tremendous content as a result
(Martha now employs one of her past mods and has seen benefits of that training)
Beliefnet mining topics of interest—current events tie in, etc.
What people want to read about on the content side is much different than what people want to talk about.
Ron--look at threads that have most activity and you will find both great content and most problematic threads.
David Williams--While moderating TOS violations, his peeps say “hey, this might be news” when they come across something of interest and pass along; newsworthiness, beautiful photos; they don’t make any decisions, but bring to our attention.Same mods handling the violations.Not involved in the actual editorial process.
Stefanik--Manage team of 5 paid mods; handle violations and also look for content.Volunteers on boards give heads up reports on topics of interest from their positions in the thick of it.
Volunteer vs. paid mods
Suzanne Benner: Volunteers…people there a long time resent newbies; how do you get them to accept each other?
-Rebecca—may need to crack down on older members if they’re not modding according to standard
Touched on AOL case involving issues w/ volunteers/employees
Problematic users—how to deal with them without alienating and having them bad mouth your site everywhere.Rebecca--Sometimes the word of mouth can work against the bad guy, as people can quickly connect the dots when they see that person’s history on your site.
So many other users are relieved by the action, it improves your reputation with rest of community.
Bozo filter option
If platform for acting out is removed right away, can remove incentive to continue behavior.
-Ignore function
-Virtual ignore—when you react to people who are seeking your attention, you’re
giving them what they want
-Psycho repeat offenders—how to block/diffuse?
-don’t give them interaction/attention they crave
-if possible/feasible, even give them a phone call as a reality check
Anonymity—users and mods
Anonymous mods vs. “real person” – public face is often good but don’t share personal details, personal life
What information do you require for registration?
Ron—BusinessWeek—insisted on registration process for any user interface process and email verification
Suzanne Benner—less than 40% of people doing bad things were registered users.
Ron—we had two articles on one situation set up with comments, one requiring registration, one not—anonymous one had to be shut down; other one fine.
Martha—how do you teach moderators to stimulate conversation?
Suzanne—mostly modeling—well, try this…go start a thread about something you think is valuable.Getting in there and doing it yourself and showing them how to solve those problems without getting mad and blocking people.
Can revisit hot, valuable past discussions—just because discussed before doesn’t mean it’s not good to discuss again
David Williams—give assignments to users to share their experiences
Do you make personal friends with your users?David—I chat with users during vetting process for submissions.
Facebook—accept users as friends or not?Can set different privacy levels for different groups of friends; or can establish just for personal use as policy
Rachel Makool, ebay – we started encouraging using real names, never had a problem; helps establish that we’re real people
Ethics issue re: employees being active participants in community.
Incredibly dangerous—users can develop feeling that “you’re spying on us,” etc.; disclosure issues--have to stop participating or disclose that you’re working for them.
If you are actively involved in a community and also involved in admin capacity…credibility issue with users; anything you say is viewed through a different lens if you’re affiliated; variation on Sock puppet syndrome
give your opinion or make remarks on the topic. Ideally you should be bold and edit / append your ideas into what others have written already. If not someone will do it for you.
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