How to Confront Conflict in Online Communities

How to Stop Conflict Before It Begins

Carrie Melissa JonesFounding Partner and COO, CMX

How Do We Get There?

1. Create and Share Guiding Principles

2. (Re) Write Your Community Guidelines

Communicate confidence

Write them in the affirmative

2 Use them to reinforce the positive

End with the consequences and clear-cut rules

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3. Empower Your Moderators

Golden Rules for Creating Moderator Programs1. Create a moderator playbook informed by the Guiding

Principles.

2. Make moderators earn it: applications, interviews.

3. Thank them profusely.

4. Seek Ongoing, Proactive Feedback

Create a “Container” for Conflict1. Regular Surveying

2. Always-open anonymous reporting form

Ask: “What is your proposed solution?”

3. Report back

5. Take Care of Yourself

Self-Care Tips• Today! Turn to your neighbors and get a

lifeline - Power Admins Group• Create a personal “mantra”• Take a walk and breathe

The Full Framework:

Discussion