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Growing and training a moderation team

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00:02
Let’s talk building a team.
00:03
Christian: When you are managing the Facebook group you cannot do this by only yourself.
00:06
So who should you look for?
00:08
Anne: You are looking for people who are very much aligned with your mission.
00:13
Janet: Because you are trusting these people with your hard work.
00:18
Manal: Do they understand the objectives?
00:20
Are they going to have your back when you are not there.
00:23
Janet: I literally ask for resumes.
00:25
How do you communicate with your team?
00:27
Anne: Facebook Messenger is our go-to for absolutely everything.
00:32
Marina: We also have a Facebook group for the ambassadors so it's another place where
00:39
we share experiences.
00:42
I do videos to teach them how to run the community and organize the events.
00:46
I think it's really great to use video as much as we can because it's a way for us to
00:53
feel more connected.
00:54
How do you train your team?
00:56
Manal: I coach my team by giving them a certain period of time [00:01:00] to watch what’s
01:01
happening on the group before they actually take action.
01:04
Anne: We have a 366-page handbook on how to be a good admin or good moderator.
01:12
Does it have to be that detailed?
01:15
Anne: If I could go back and do again I will make it significantly shorter.
01:19
What are the key components?
01:21
Anne: So your mission, your values and very quickly again adding your rules so that’s
01:26
very important to start off with.
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With the help of a trained team, you can tackle any challenge in your group.

Learn how to choose, train and collaborate with your growing team along with which tools will keep you connected.

You're looking for people who are very much aligned with your mission.

Anne, Group Admin

As your group grows, so will your responsibilities – but you don’t have to do it alone. Building and growing your moderation team lets you empower your most valued members, enhances your ability to respond to issues and gives you a support system.

This article covers choosing a team, providing resources for your moderators and admins as well as communication tactics.

Steps for growing and training your group moderation team

Your moderation team will be most effective if every member is engaged and invested. To start recruiting, ask your most active members. You can find these top contributors using your group Insights (more on that below).

You can broaden your search with a public post looking for volunteers or asking for nominees. Evaluate your volunteers by comparing what you know about them against your mission, looking at their time and activity in the group and their history interacting with other members. Learn more about finding team members here.

A great team needs to enforce the rules in a way that feels consistent and fair to group members. To make sure your whole team lives and breathes your group’s mission, we recommend creating a playbook for team members. It can also make it easier to train new team members. Your team playbook could include things like:

Your mission

  • What is your group’s purpose? Who is it for, and why? For more on how to create a strong mission statement, check out Branding your community.

Voice and tone

  • How do you communicate with members? What tone do you take as an admin team? Are you the authority or the best friend? A voice and tone guide teaches your team how to communicate consistently and maintain boundaries.

Response guides

  • Conflicts often follow predictable patterns and responding is as simple as following a script. By creating simple conflict resolution guides for your admin team, you can make sure rules are enforced fairly and consistently.

    Including FAQs about your community will help to provide context. Remember, these documents can always evolve as your group grows.

As your team grows, support them with tools and resources that will help them succeed. Start a Messenger chat or group for your team. Build community within the community – provide a place where your team can share stories and best practices and bond over challenges. You can even get everyone together for an event (either online or off).

Another great way to support your team is to assign a mentor to guide new admins. Pair a well-seasoned admin with a new team member to help bring them up to speed.

With any luck, your admin team is as dedicated as you are. That means they’re giving up a lot of their own time to keep the group running and investing emotionally in discussions and conflicts. Make sure they know how much you and your group value them.

  • Thank them extensively
  • Bolster them in the community
  • Give the team opportunities to shine
  • Give them a way to show their work (help them with references, let them share a title like Community Manager on FB profile, etc.)

Conflict can happen anywhere - even within your own team. With the right plan for managing conflict, it’s possible to turn these interactions into opportunities for growth and learning.

At the end of the day, we're all human. If you feel your teammate is overwhelmed or needs a break, give them opportunity to take time off or let them leave with the best intentions.

tips

Create a group for your team to share experiences and best practices on how to run the community and organize events.

Tools to help your moderation team

Post approvals will allow you and your moderation team to screen incoming posts. This is a great way to proactively manage the content that’s shared in your group.

Steps to set up post approvals:

  1. Go to your group and open admin tools
  2. Under “Discussion” click “Approve all member posts”
  3. Turn this “on” for admins to approve all posts

How to set up individual member approval:

  1. Go to your group and open admin tools
  2. Under “Members” click on the name of the member
  3. Click “Preapprove Posts” and “Give Approval”

Admin activity log helps you to keep track of admin and moderator activity. Here you can filter and view notes on different actions taken by your team.

How to use admin activity log:

  1. Go to your group and open Admin Tools
  2. Click “Admin and Moderator Activity”
  3. Here you can see your team activity and filter by date, members, admins and moderators, activity type and see if there are notes.

Messenger can help to keep your team connected. You can use chat to escalate issues, share best practices and stories from the community or keep each other updated on events in the group.

How to step up a group chat:

  1. Open the Messenger app and go to the compose button.
  2. Here you can search and add multiple people to your chat.
  3. Once you have added your team, you can name this chat and add color or emojis to make it your own!

Building and training a team of admins and moderators can give you more time to focus on your favorite aspects of your group. Your community of team members will become your biggest advocates and will help you create the most impact for your group.

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