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A good moderator can stimulate discussion and energise an entire social networking site. A poor moderator can kill debate and drive people away – forever. Here are some handy do’s and don’ts on moderating forums.
Moderators shouldn’t …
Moderators should …
Moderators shouldn’t … act like cops
The number one mistake most moderators make is being too officious. They prowl around the forum corridors, cane in hand, and positively relish any opportunity to exercise their summary powers. This doesn’t mean moderators should be a soft touch. But they certainly need a lighter touch. How so? Read on.
Moderators shouldn’t … discourage criticism of the association
With Web 2.0, consumers now have a voice – and you try to silence them at your peril. Many associations struggle with this. They respond too defensively to criticism or, worse, delete critical posts altogether. You should not only learn to accept negative feedback – you should invite it. Isn’t it better to have it out in the open where you can deal with it rather than have it whispered about? You may find this tip harder to conform with in practice, but we guarantee if you fail to heed this advice, your forum is doomed.
Moderators shouldn’t … delete opinions they don’t agree with
Members are going to say things in the forums that you don’t agree with. That’s a given. They’ll say things which, to your mind, are uneducated, ill-informed or just plain silly. But, as long as the post conforms to your forum rules, you shouldn’t delete it. It’s a member’s opinion and their right to express it deserves to be respected – even if the opinion itself doesn’t.
Moderators shouldn’t … show favouritism
In any association, there will be people you like. And people you wish would make a mid-life career shift. Regardless of your personal feelings, as a moderator you must be even-handed. People of all persuasions must feel they’ll get a fair hearing – otherwise you’ll lose them. And that simply can’t be allowed to happen on the social networking site of a professional association.
Moderators should … be like a good dinner host
Some people really know how to host a good dinner party. They make you feel instantly welcome, they have interesting guests and, even when the conversation turns onto dangerous turf (ie politics, religion, football), they have a way of turning anger into laughter. A good moderator possesses much the same skills.
Moderators should … enforce the rules
At the risk of stating the bleeding obvious, the primary role of the moderator is to enforce the forum rules. It doesn’t matter who the member is, if they engage in behaviour that’s contrary to the agreed guidelines, the moderator must step in. Of course, it’s in the way in which they enforce those rules that the great moderators distinguish themselves.
Moderators should … have a light touch
Your members are professionals. They’re intelligent, well-educated and may be of international renown. So if and when you need to remind them of the forum guidelines, you should be firm but polite and respectful. In trying to defuse a debate that is lapsing into personal attacks, a sense of humour can often help.
Moderators should … lead by example
The tone of the forum will generally reflect the personality of the moderator. If they are fair, open-minded, generous, witty and slow to take offence, the forum will tend to follow their enlightened lead. If they are one-eyed, narrow minded, superior, humourless and snippy, redeploy their “talents” elsewhere within the association. And spare a thought for their spouses.
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