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How to Confront Conflict in Online Communities


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A talk by Carrie Melissa Jones at Facebook Communities Summit 2017. Learn how to create a strong core culture that proactively fights against conflict in your community.

Published in: Leadership & Management
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How to Confront Conflict in Online Communities

  1. 1. How to Stop Conflict Before It Begins Carrie Melissa Jones Founding Partner and COO, CMX
  2. 2. How Do We Get There?
  3. 3. 1. Create and Share Guiding Principles
  4. 4. 2. (Re) Write Your Community Guidelines
  5. 5. Communicate confidence Write them in the affirmative 2 Use them to reinforce the positive End with the consequences and clear- cut rules 1 3
  6. 6. 3. Empower Your Moderators
  7. 7. Golden Rules for Creating Moderator Programs 1. Create a moderator playbook informed by the Guiding Principles. 2. Make moderators earn it: applications, interviews. 3. Thank them profusely.
  8. 8. 4. Seek Ongoing, Proactive Feedback
  9. 9. Create a “Container” for Conflict 1. Regular Surveying 2. Always-open anonymous reporting form Ask: “What is your proposed solution?” 3. Report back
  10. 10. 5. Take Care of Yourself
  11. 11. Self-Care Tips • Today! Turn to your neighbors and get a lifeline - Power Admins Group • Create a personal “mantra” • Take a walk and breathe
  12. 12. The Full Framework:
  13. 13. Discussion