The document discusses online community management and how to avoid chaos. It is authored by Martin Reed, who founded several online communities since 2000 with hundreds of thousands of users and posts. The key aspects of community management outlined are promoting engagement and positivity among members while enforcing guidelines through moderation as a last resort approach. Specific tips provided include being active, approachable, and impartial as well as building a team of volunteer moderators to help oversee larger communities.

1. Online Community Management
How to avoid chaos and create a positive
community environment.

2. Who is Martin Reed?
I build online communities.
• JustChat.co.uk - Founded in 2000.
– Up to 600 simultaneous chat room users
– Over 400,000 forum posts since December ‘04
– Over 250,000 messages sent since May ‘06
• SoapForum.co.uk
• FemaleForum.com

3. What is Community Management?
• Not the same as a community
moderator.
• Promote.
• Represent.
• Encourage.
• Matchmaker.
Moderation is always a last resort.

4. The Community from Hell
• Arguments.
• Abuse.
• No responsibility.
• No maturity.
• No respect.
• Illegal content.
“I’m Innocent”

5. How to Avoid Chaos
• Guidelines from day one.
• Be active and visible.
• Be approachable.
• Be contactable.
• Be impartial.
• Adapt and learn.
• Delegate and empower.

6. Building a Team of Moderators
• Working alone isn’t an
option as community grows.
• ‘Best’ members.
• Guidelines.
• Expectations.
• Communication.
• Volunteer perception.

7. How to Moderate
• Censorship and oppression
do not encourage activity.
• Avoid editing.
• Encourage self-resolution.
• Keep all content (even if
removed).
• Courtesy and
professionalism.
Moderate to your guidelines.

8. Encouraging Member Activity
• Often the biggest community
building challenge.
• Self interest.
• Controversy.
• Questions.
• Roadmap.
• Keep it simple!

9. Spam, Scams and Tricksters
• Be prepared.
• Member safety.
• Community perception.
• Automated tools aren’t perfect.
• They’re getting smarter.
• Covert suspicion of new members.
One of the biggest threats to your online community.

10. You Are The Boss
• Don’t be intimidated.
• Decisions don’t need to be
made immediately.
• You will face abuse.
• Stick to your decisions
(maybe).
• Respect, trust, honesty.

11. martin@communityspark.com
Resources and discussion:
http://www.communityspark.com/inforte