The document provides a 5-step framework for stopping conflict before it begins on online communities. The steps are to 1) create and share guiding principles, 2) write or rewrite community guidelines with clear rules and consequences, 3) empower moderators through training and support, 4) seek ongoing feedback through surveys and reporting, and 5) encourage self-care for community leaders and moderators.

2. How to Stop Conflict
Before It Begins
Carrie Melissa
Jones
Founding Partner and
COO, CMX

3. How Do We Get There?

4. 1. Create and Share
Guiding Principles

5. 2. (Re) Write Your
Community Guidelines

6. Communicate confidence
Write them in the affirmative
2 Use them to reinforce the positive
End with the consequences and clear-
cut rules
1
3

7. 3. Empower Your
Moderators

8. 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.

9. 4. Seek Ongoing, Proactive
Feedback

10. Create a “Container” for
Conflict
1. Regular Surveying
2. Always-open anonymous reporting form
Ask: “What is your proposed solution?”
3. Report back

11. 5. Take Care of Yourself

12. Self-Care Tips
• Today! Turn to your neighbors and get a
lifeline - Power Admins Group
• Create a personal “mantra”
• Take a walk and breathe

13. The Full Framework:

14. Discussion