Moderation

A. Introduction to Moderation

• Your Role as a Digital Community Liaison
• Communicating with the Editorial Team
• Communicating with Users
• Protecting Yourself Online
• Welcome to Moderation
• Guiding Principles

B. Principle #1: People-Centered Approach

• People Centered Approach
• Compassionate Communication
• Psychological First Aid (PFA)
• The Escalation Protocol
• Informality & Transparency

C. Principle #2: Non-discrimination & Equitable Access

• Talking with Children
• Talking to people Living with Disabilities
• Talking to LGBTQI+ Persons

D. Principle #3: Active Participation

• Active Listening
• Response Times
• Communication Checklists

E. Principle #4: Safety & Security

• Hate Speech & Offensive Comments
• Hide, Delete & Ban
• Rumors & Misinformation
• Illegally Activity in Our Spaces
• Criticism & Complaints
• Reports of Corruption or Exploitation

F. Principle #5: Do No Harm

• What Does 'Do No Harm' Mean?
• Providing Accurate Information
• Legal Questions
• Managing User Expectations

G. Principle #6: Confidentiality

• Deleting Publicly Posted Information
• Informed Consent

H. Introduction to Zendesk Support

• Zendesk Support Orientation
• Anatomy of a Ticket
• Ticket Statuses
• Interacting with Tickets
• Other Zendesk Support Features

J. Getting Started on Zendesk Support

• Which Channels Should my Team Use?
• How to Login
• Adding a New Zendesk Agent
• Changing Your Display Name for Zendesk Chat