Moderation
Writing rules people can understand and follow
Turn community expectations into clear rules with useful examples, reporting steps and a practical review exercise.
Write community rules as actions a member can recognise. State what the space is for, expected behaviour, what crosses a line and how to report a problem. Test each rule against realistic posts before publishing. If moderators interpret a rule differently, members may struggle to follow it.
Key facts about effective community rules
- Clarity reduces moderator workloadClear rules lead to fewer disputes and faster resolution.
- Members are more likely to comply when rules are actionableRules stating what to do—like 'Use the private help route'—are easier to follow.
- Reporting paths must be private and accessibleMembers should report concerns without confronting the person in the thread.
Start with situations members will meet
List decisions that cause uncertainty. Can a member criticise the business? May they link to their own service when answering a question? What should someone do if a reply contains another customer’s account details?
The answers should reflect this community’s purpose and access arrangements.
Turn each answer into a rule and, where useful, a brief example. “Discuss the claim, not the person making it” tells a member what to do. “Be nice” gives a moderator little basis for explaining why a pointed objection stays while a personal insult goes.
Use words that show the boundary
A useful rule names the behaviour. For example:
- Discuss ideas directly.Explain which claim you disagree with and why. Do not insult or repeatedly pursue another member.
- Protect private information.Do not post another person’s contact or account details. Use the private help route for your own account-specific problem.
- Keep promotion relevant.If commercial mentions are allowed, state where they belong and what connection a poster must disclose under the community’s rules.
Adapt those examples to the community. Replace unexplained labels such as “trolling” with the conduct the rule addresses. Put the instruction before exceptions so members can scan the page and see what to do.
Good vs. unclear rule examples
- Clear ruleDiscuss ideas directly. Explain which claim you disagree with and why. Do not insult or repeatedly pursue another member.
- Unclear ruleBe nice.
- Clear ruleProtect private information. Do not post another person’s contact or account details. Use the private help route for your own account-specific problem.
- Unclear ruleDon’t share private stuff.
Say how enforcement works
Describe possible responses in ordinary language: a request to edit, removal of a post, a pause on replies where available or an account restriction. Do not promise a warning before every action if serious harm may require prompt removal. State where reports go, what information helps a reviewer and whether members can request a review of a decision.
Members should be able to contact moderators without confronting the reported person in the thread. Give account-specific and sensitive concerns a private route. Check that the platform and team can support the reporting and notice methods the rules describe.
Check the draft with borderline posts
Ask two moderators to assess the same fictional examples: strong criticism of the business, a personal insult, a relevant commercial mention and a reply revealing private information. Compare which rule each applies, what action each proposes and what each would tell the member. Use disagreements to clarify the wording.
Show the revision to someone unfamiliar with the team’s shorthand. Ask what they may post and how they would report a concern. Keep a dated record of material rule changes and explain them to members. Revisit wording when moderators repeatedly need to invent an exception or members keep misunderstanding the same boundary.
