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Confessions of a Community Moderator

Event Interactive 2012
Format Workshop
Organizer Katie Bogda – Critical Mass
Speakers
  1. Jeana Anderson – Critical Mass
  2. Rebecca Russell – Anomaly
  3. Annalise Kaylor – Aveda
  4. Nina Kester – Charles M. Schulz Creative Associates & Peanuts Worldwide LLC
Description Double agent. First Responder. Cheerleader. They’re all fair descriptors of the rising role of Community Manager. Whether you are one yourself or just morbidly curious about “the man behind the curtain,” you know there are incredible stories from those who have the rare opportunity to interact with both the brand and the customers. No matter how much they love their communities, moderators know two things for sure: 1. The community will have haters and 2. The community will have some FAN-atical “crazy aunts” lurking. Both need careful watching and can result in “I can’t believe this is happening” moments. All in real time. We’re here to confirm you are not alone. There is a community of Community Managers who have been in your shoes. Let’s come together to share, commiserate and learn from the wild situations of our respective communities. Consider it your 12 Step Program. We’ll even have a Confessional Booth. Don’t worry, all names will be changed to protect identities of the victims.
Questions
Answered
  1. What's the worst-case scenario survival guide for community moderation?
  2. What's the best way to neutralize a community member who has gone off the deep end?
  3. What's the best way to reinforce positive community behavior when a community member goes beyond the call of duty to show love of a brand?
  4. How can a moderator manage technical challenges with grace?
  5. What are the best practices of account management, copywriting, content strategy, promotions, and crisis communication that can be learned on the fly for this multi-faceted role?
Level Intermediate
Supporting Material http://communityconfessions.tumblr.com/
Category Social Media / Social Networks
Tags community, social media advertising, social media moderation
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