How to moderate a social media community: 5 tips from social media experts

Want to be a better social media moderator? 

You can’t see us, but we’re all raising a hand over here. “Yes, we want to be more effective moderators!”  

The best way to enhance your social media moderation skills is by learning from the pros! So we teamed up with two social media marketing experts: Lauren Don, founder and owner of Don Creative Group, and Zack Spear, CEO and co-owner of ICS Creative Agency. 

Let’s take a look at their top 5 tips for moderating an engaged social media community. 

Psst! You might want a cowboy hat for this. (We’ll explain in a second . . . )

What is social media moderation? 

Picture this: You’re in an old western movie. It’s hot and a little dusty. Maybe there’s a tumbleweed or two? Either way, there’s definitely a town square. 

It’s a place for people from all walks of life to gather, ask questions, voice concerns, share ideas, and build connections. And you’re standing right in the middle of this bustling gathering spot. Because you’re the town sheriff. It’s your job to ensure the town square is safe, inclusive, and welcoming. 

Social media moderators are like the sheriffs of their communities. It’s an analogy we stole from Lauren Don. 

“Just as a sheriff ensures the town is safe and orderly, community moderators work to maintain a respectful and welcoming environment.

Sheriff's role: A sheriff patrols the town, addressing any disputes, enforcing laws, and ensuring that everyone feels secure. They might break up an argument, guide someone who is lost, or intervene if someone is causing trouble. Their presence helps deter bad behaviour and reassures the townsfolk that someone is looking out for them.

Moderator's role: Similarly, community moderators monitor conversations, resolve conflicts, enforce community guidelines, and assist users who might need help. They step in when discussions become heated, remove harmful or inappropriate content, and provide support to new members. Their goal is to create a positive and inclusive space where everyone can participate safely.

Just as a sheriff's work is crucial for the safety and harmony of a town, community moderators play a vital role in fostering a healthy, vibrant, and respectful online community." – Lauren Don

5 ways to be a more effective social media moderator

Here are 5 tips for keeping your town square – er, we mean social media community – an inclusive, productive, and lively space. 

1. Lay the groundwork

You can’t be a town sheriff without knowing the law. Similarly, as a social media community manager, you’ll want to establish some guidelines for your community to follow. Doing so will help your community know what’s expected of them and make it easier for you and your team to be consistent in your moderation. 

“Focus on building strong relationships with community members and understanding their needs. Start by actively listening and engaging with your audience to gain insights into their motivations and pain points. Establish clear and concise guidelines that reflect the community's values and enforce them consistently to build trust and credibility." – Zack Spear

To establish your guidelines, it’s a good idea to first determine your community’s purpose, shared identity, and engagement criteria. Our framework for building community will help you with that. 

In the end, your community guidelines may look similar to this list of group rules posted by Pretty Little Marketer.

Keep in mind too that your guidelines may need to be adjusted as your community grows. And if you come across a difficult situation, don’t be afraid to ask your stakeholders for their input on how to best handle it. 

“Create guidelines for managing your community and use this as a baseline for all clients, current and future. If you are ever unsure on how to manage a comment, don’t be afraid to chat with your client about taking the proper steps to address it." – Lauren Don

2. Get the team in on the fun

Your team members have diverse perspectives and skillsets. So let them shine! 

Encouraging your coworkers to be active in your community will not only demonstrate the strong team culture you’ve cultivated, but it will also help set the tone for productive community discussions. Get your team members started by asking them to answer questions or show the behind-the-scenes of product development. 

3. Manage misconduct

When a community member posts something negative or inflammatory, it can be tempting to hit the big ol’ “block” button. But that’s not always the most effective solution. 

Sometimes, responding to negativity is an effective way to demonstrate your perspective to onlookers – and show them that you’re professional and courteous. Of course, context matters.

As a social media moderator, it’s your job to answer question 6 from our Community-Building Canvas: “What behaviours will result in being praised, reposted, or muted?”

Here’s a structured approach that Zack Spear usually recommends: 

“Blocking: Reserved for users who repeatedly violate community guidelines, engage in hate speech, or exhibit harmful behaviour that endangers others. This should be a last resort. Try and find a resolution before it gets to this point to avoid any negative backlash.

Deleting: This is applied to comments that contain spam, personal attacks, offensive language, or misinformation. When deleting comments, we generally reply to the user letting them know the reasoning and allow them an opportunity to change their behaviour going forward.

Muting: This is applied for users who engage in disruptive behaviour without crossing the line. Muting allows you to reduce negative impact and allow those in question to reflect on why they were muted in the first place and hopefully grow from that before the other two tactics come into play.”

4. Give (and accept!) feedback

We touched on this above, but it’s worth diving into some more. As a social media moderator, it’s important to give feedback to your community members when they’ve crossed a line – and even when they haven’t (everyone likes positive feedback, right?). 

Brainstorm a list of ways you can praise or reward your community members for their active participation. Maybe it’s as simple as a shoutout for their helpful contributions. Perhaps even better: surprise and delight your most engaged community members with relevant tokens of appreciation, like a gift card to their favourite store, some exclusive merch, or a freebie from your brand. 

Our community manager, Alyssa Martin, loves to reward our community members with gifts and fun stuff to celebrate their personal and professional milestones. 

Of course, feedback isn’t always positive. When you do have to remove someone’s post, let them know why you’re taking action. Here’s an example of what that type of feedback typically looks like in the HeyOrca Community.  

Equally as important as giving feedback, however, is accepting feedback. As Lauren Don explains below, listening to feedback from your community is essential for growth. 

“Don’t ignore feedback. Feedback, whether positive or negative, can help you grow greatly in any area of your business. Stay kind when responding to feedback and take action on what can be done to improve the process!" – Lauren Don 

5. Remain impartial

What’s a social media moderation no-no? Letting personal biases get in the way. As a social media moderator, be mindful of your biases. Follow your community’s guidelines, seek input from diverse perspectives, have your team regularly review your work, and document your decisions and the reasons behind them.

“A big mistake in community moderation I see regularly is allowing personal biases to influence decision-making. Moderators must remain impartial and treat all community members fairly, regardless of their viewpoints. Moderators should focus on educating members about the community's guidelines and providing opportunities for growth. Keeping an open mind and balanced approach helps maintain a healthy community that encourages diverse, respectful perspectives." – Zack Spear 

Bonus: More expert advice for social media moderators!

We’ve covered 5 tips for social media moderation, but can’t let you go without sharing this important piece of expert advice.

“Be sure to prioritize yourself by setting boundaries. Just because a community is available 24/7 online doesn't mean you need to be. Have a balanced approach and this will allow you to be focused on your original goal." – Zack Spear

Summary 

Okay, Sheriff, you’re free to go! Now you know how to moderate your social media community to create a welcoming space that’s poised for growth. For more social media tips and tricks (and free resources!), join our Facebook Group and subscribe to our free daily social media newsletter, the HeyOrca Brief.