What is an online community moderator
The most notorious part of being an online community manager is moderating community comments, but something has to be done. This task gets a mistake because
You need to delete comments.
You may need to remind participants to play nicely.
You may need to ban abusive members or ordinary offenders.
You cannot select any pages.
You need to stay positive even when others piss you off or do their best to create controversy.
You deal with many personality types.
How to moderate comments in online communities
Perhaps the most talked about aspect of online community management is moderating comments as it is often the most controversial question. Although comment moderation is only a small aspect of the job, if a member of your community doesn't know you asked them to edit or delete a comment, or if you've deleted a comment or banned a member for making inappropriate comments, your Action to be a source of online discourse.
Keep in mind, however, that community negativity doesn't happen every day and is more common in poorly moderated or unmoderated communities. The only reason you hear so much about it is because disgruntled members are publicly aware of their guilt, and there is nothing a negative person doesn't like more than being asked to keep their negativity in check.
Not every comment will be negative, but it is the unfavorable comments that will grab your attention. Very few people respond negatively to a positive opinion. Positive comments will not turn people off and leave the community forever, nor will they trigger strong emotions. So it's the off-color or heated comments that you probably need to moderate.
You are also online to monitor the social networks and see what others are saying about your brand. Reach out and join the conversation. When the brand is being discussed in a positive light, say "thank you" and ask what is most important to you. If you find negative comments, inquire about the bad experience and record them privately if necessary.
Moderating comments does not smack down naysayers or delete content. It keeps the content flowing positively and productively, even if people sometimes disagree.
How to guide and convey arguments in online communities
One of the most unattractive hats worn by community managers is arguing from community members. If you're content-heavy, whether that content is in the form of a blog post or a tweet, invite people to comment .
While this is exactly what you want, you must also go about it with an understanding that not everyone is going the same route. Sometimes the most innocent of contributions can lead to flame wars and confrontations.
It's up to you, as the community manager, to make sure people stay on topic and keep the caps on their poison sticks. Respectful disagreements are encouraged and lead to thoughtful conversation. On the other hand, arguments can dampen the mood.
Getting things back on track diplomatically is a challenge at times, but for the most part, you will find that people are receptive. Let them know you value their passion, but remind them that this is a community discussion. You may need to discard a question or subtopic to get things going again.
As a neutral party, you cannot take sides, but you can encourage all parties to respectfully present their best arguments. In a heated discussion, it is very rare for both sides of the person he is arguing with to give in and agree, but you can get either side to listen and then move on.
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