I've started having a team of moderators help with posts in my community. I showed them all the how-to's and best practices that I've picked up, but was wondering if anyone has any best practices to share. Also, what tools (if any) do you use to manage posts and ensure coverage?
In my community we have an admin account subscribed to all boards. These email subscriptions go into a shared mailbox and we have one full time moderator whose responsibility is to check all posts and log any that require an answer onto a shared spreadsheet.
Our agents then work down this list marking each off once done.
We're currently reviewing whether we need to change this though as we've had a few problems with alerts missing or being delayed.
It'll be interesting to see if anyone else has any best practise suggestions.
In our experience, some of the most important aspects of moderation to consider are best practices around what is done with content that, for whatever reason, is removed from public view on the community.
We recommend you create a Mod and Admin area (category) on your community that only Moderators, Administrators, and the Community Manager have access to. This area can be used for top-of-mind discussion within the community team. Additionally, it's a very good idea to create a board for deleted posts within this area. Then, when moderators remove content from the community, they should move it to this private board opposed to deleting it. This allows the removed content to be both documented, and reviewed anytime your team finds it necessary.
We also recommend use of the Admin Notes feature at the bottom of every community member's profile. Only Moderators and Administrators can see these notes. You can document anything out of the ordinary here - from positive engagement so multiple moderators aren't duplicating work to warnings. This can be very helpful when considering community members for a superuser program, or when reviewing bans, etc. on the community.
Manager, Moderation Services
Thank you both! I've heard this from other community managers in the past as well, which goes to show how important it is!