SOP: Community Moderation

1. Purpose

This SOP establishes consistent standards and procedures for moderating all community-managed spaces. It ensures fair, transparent, and effective moderation that protects members while fostering a positive community culture.

2. Scope

This procedure applies to all moderators, administrators, and staff operating across the community website, Discord server, Telegram groups, and any other official communication platforms.

3. Monitored Spaces

4. Community Rules & Standards

• All community spaces share a unified code of conduct. Members are expected to follow the same rules regardless of platform.
• Rules must be clearly posted and accessible in each platform (pinned messages, about pages, or dedicated channels).
• Rules are reviewed and updated at least annually or when significant issues arise.

5. Handling Rule Violations

5.1 Violation Severity Levels

5.2 Progressive Discipline Process

• First offense (Minor): Verbal warning via direct message. Explain the rule violated and expected behavior.
• Second offense: Formal written warning logged in the moderation system. Member acknowledges understanding.
• Third offense: Temporary mute or suspension (24 hours to 7 days depending on severity).
• Fourth offense or severe violation: Extended suspension (30 days) or permanent ban, subject to review.

6. Escalation Procedures

• Level 1: Platform moderator handles the issue directly using standard procedures.
• Level 2: Senior moderator is consulted for ambiguous situations or appeals.
• Level 3: Community administrator makes final decisions on bans, policy interpretation, and appeals.
• Level 4: Organization leadership is involved for legal matters, threats, or situations involving law enforcement.

7. Warning & Ban Process

• All warnings must be documented with: date, platform, member name/ID, rule violated, action taken, and moderator name.
• Bans must include a clear reason communicated to the member (where safe to do so).
• Temporary bans must specify the duration and conditions for reinstatement.
• Permanent bans require approval from at least two moderators or one administrator.
• Cross-platform bans (banning from all community spaces simultaneously) require administrator approval.

8. Documentation Requirements

• All moderation actions must be logged in the designated moderation log system.
• Logs must include screenshots or message links as evidence where applicable.
• Moderation logs are confidential and accessible only to the moderation team and administrators.
• Logs must be retained for a minimum of 12 months.

9. Moderator Conduct Standards

• Moderators must remain impartial and professional at all times when acting in an official capacity.
• Moderators must not use their position for personal advantage or to settle personal disputes.
• Moderators must recuse themselves from situations involving close friends or personal conflicts of interest.
• Moderators must not publicly discuss ongoing moderation cases or reveal confidential member information.
• Moderators are expected to model exemplary community behavior.

10. Regular Review Cycles

• Weekly: Moderator team check-in to discuss ongoing issues and trends.
• Monthly: Review of moderation statistics, ban list review, and process improvements.
• Quarterly: Community rules review, moderator performance review, and training updates.
• Annually: Full policy review, moderator reappointment, and community feedback survey on moderation quality.

11. Support

For questions about moderation procedures or to report a moderation concern, please visit Contact Us.

Revision History