Discord Forum Moderation Training for Staff

TRAINING FOR FORUM MODERATION TEAM

1. INTRODUCTION AND SCOPE

1.1. Purpose of This Training

This training document provides guidance for Team members responsible for moderating the forum channels in our Discord community at chat.spellware.dev. These channels sit in the Support category. They are our primary platform for structured support requests, bug reports, and feature requests. They replace the separate support forum we used to run.

1.2. Forum Structure

1.2.1. Forum Channels

Our Support category contains the following forum channels:

(a) #product-support: Help with using our products.

(b) #bug-reports: Software issues and defect reporting.

(c) #feature-requests: Enhancement suggestions and new features.

Each channel has a pinned post template. Posts should follow that template. Moderators should point members to it when a post is missing key information.

1.2.2. Tags

Every forum uses two kinds of tags:

(a) Product area tags, which any member can apply to their own post: Community tools, Websites and APIs, and Apps and games.

(b) Status tags, which only staff can apply. They show the current state of a post:

#product-support: Answered, Needs info
#bug-reports: Confirmed, In progress, Fixed, Cannot reproduce, Duplicate, Will not fix
#feature-requests: Under consideration, Planned, In progress, Shipped, Declined, Duplicate

Tags are not required when a post is created. Moderators should add a product area tag when one is missing and keep the status tag current.

1.2.3. Matters Handled by Email

Several kinds of inquiry are no longer handled in public. When one appears in a forum channel, follow the guidance in Section 3.4 and direct the person to the right address:

(a) Billing: [email protected].

(b) Legal: [email protected].

(c) Press and media: [email protected].

(d) Marketing: [email protected].

(e) Partnerships: [email protected].

(f) Community feedback, policy suggestions, and accessibility feedback: [email protected].

1.3. Integration with Existing Policies

Forum moderation operates within our policy framework:

(a) Content and Moderation Policy: Primary content standards and enforcement.

(b) Community Code of Conduct: Universal behavioural expectations.

(c) Community Support Policy: Guidelines for support interactions.

(d) Privacy Policy: Handling of sensitive information in forum posts.

(e) Accessibility Policy: Making sure our forums are accessible to all users.

2. FORUM-SPECIFIC MODERATION CONSIDERATIONS

2.1. Unique Characteristics of Forum Moderation

2.1.1. Asynchronous Communication

Key Differences from Real-Time Chat:

Each forum post is its own thread. Conversations stay separate from the fast-moving channels
Extended response timeframes are acceptable and expected
Posts can go quiet for days. Discord may archive an inactive post until someone replies
Users expect more thoughtful, detailed responses than in live chat

2.1.2. Persistent Content

Long-Term Visibility:

Posts remain searchable in the server for future users
Content serves as a knowledge base. Accuracy and completeness matter
Outdated information should be corrected or closed with a pointer to current guidance

2.1.3. Structured Support

Organised Communication:

Pinned templates help members provide the right information the first time
Tags enable efficient routing and a clear view of what is open, answered, or resolved
Threaded discussions maintain context
Status tags help future users see which answers and decisions are current

2.2. Forum Moderation Best Practices

2.2.1. Post Management

Effective Post Moderation:

Title Clarity: Make sure post titles describe the issue accurately. Rename them when they do not
Tagging: Add a product area tag where it is missing. Keep status tags up to date
Duplicate Management: Discord cannot merge posts. Tag the duplicate, link to the original, and close it
Marking Answers: Apply the Answered tag in #product-support when a question is resolved
Pinning: Pin only important announcements or frequently referenced posts. This keeps pins useful

2.2.2. Response Standards

Quality Expectations:

Full initial responses that address all aspects
Professional tone
Clear action items or next steps
Appropriate escalation when needed
Follow-up on unresolved posts

3. CHANNEL-SPECIFIC GUIDELINES

3.1. #product-support

Moderation Focus:

Verify sufficient system information is provided
Request clarification on reproduction steps. Apply the Needs info tag while waiting
Tag technical team members when appropriate
Make sure no private data is posted (no passwords, API keys, etc.)
Apply the Answered tag when issues are resolved

3.2. #bug-reports

Moderation Requirements:

Confirm reports include reproduction steps
Check for duplicate reports before leaving a post open
Move posts through the status tags: Confirmed, In progress, Fixed, Cannot reproduce, Duplicate, or Will not fix
Link to tracking systems, such as the relevant GitHub issue, when applicable
Update the status tag as bugs are addressed

3.3. #feature-requests

Management Approach:

Encourage detailed use case descriptions
Lead community discussion on proposals
Consolidate similar requests by tagging them Duplicate and linking the original
Communicate feasibility assessments through the Under consideration, Planned, or Declined tags and a short explanation
Update the status tag as work progresses: In progress, then Shipped

3.4. Matters That Belong on Email

When someone posts one of the following in a forum channel, thank them. Explain that we handle it by email. Give them the right address. Remove any sensitive details from the public post.

Billing Questions ([email protected]):

Never request payment details in a forum post
Verify account ownership before discussing specifics
Coordinate with the billing team for resolutions
Document common issues for FAQ development

Legal Notices ([email protected]):

Escalate immediately to the legal team
Preserve all original content before removing it from public view
Document receipt timestamps
Maintain strict confidentiality
Follow legal response protocols. Do not respond substantively in public

Press Inquiries ([email protected]):

Verify journalist credentials when appropriate
Coordinate with the communications team
Maintain professional brand representation

Marketing Proposals ([email protected]):

Assess alignment with brand values
Check for spam or low-quality proposals
Route serious proposals to the marketing team

Partnership Requests ([email protected]):

Maintain confidentiality as requested
Verify legitimacy of proposals
Route to appropriate decision-makers

Community Feedback, Policy Suggestions, and Accessibility Feedback ([email protected]):

Acknowledge all feedback respectfully
Treat accessibility issues with urgency. Coordinate with the accessibility team
Make sure accessibility reports include assistive technology details
Forward viable policy proposals to the governance team
Synthesise feedback for leadership review

4. MODERATION TOOLS AND FEATURES

4.1. Forum-Specific Tools

4.1.1. Post Management Tools

Apply Tags: Set product area and status tags
Rename Post: Make titles accurate and searchable
Pin/Unpin: Control which posts stay at the top of a channel
Close Post: Mark a post as finished while keeping it readable
Lock Post: Prevent further replies when needed
Delete Post: Remove policy violations, following the Content and Moderation Policy

Posts cannot be moved between forum channels. When a post is in the wrong channel, ask the author to repost it in the right one. Alternatively, copy the content with their permission and link the original.

4.1.2. Member Management Tools

Roles and Permissions: Only Team members can apply status tags. Be aware of what your role allows
Timeouts: Temporary restrictions on a member’s ability to participate
Warnings: Issue formal warnings in line with the Content and Moderation Policy
Removal: Kicks and bans, used only in line with the Content and Moderation Policy
Moderation Records: Document actions in the designated staff channels

4.2. Content Moderation Features

4.2.1. Automated Moderation

AutoMod: Discord’s automatic filtering of spam and prohibited content
Moderation Bots: Our own tools that support enforcement
Member Screening: Entry checks for new members
Report Queue: Review content that members report

4.2.2. Manual Moderation Actions

Delete Messages: Remove policy violations. Discord cannot edit another member’s message. Delete it and, where useful, repost a redacted version
Reopen Posts: Reinstate posts that were closed in error
Audit Log: Review the record of moderator actions to track changes

5. COMMON SCENARIOS AND RESPONSES

5.1. Scenario: Duplicate Bug Report

Appropriate Response:

Search for existing reports
Link to the original post
Copy any valuable additional information into the original post
Apply the Duplicate tag and close the new post with an explanation
Guide the user to the original discussion

5.2. Scenario: Vague Support Request

Effective Approach:

Apply the Needs info tag
Request the specific information needed and point to the pinned template
Offer examples of good reports
Remain patient and helpful
Follow up if no response

5.3. Scenario: Heated Feature Request Debate

De-escalation Strategy:

Remind participants of community standards
Refocus on constructive discussion
Separate technical merit from personal attacks
Issue warnings if necessary
Lock the post if the situation escalates

5.4. Scenario: Sensitive Information Posted

Immediate Actions:

Delete the message promptly. Discord cannot edit another member’s message
Message the user privately about the removal and advise them to replace any exposed credentials
Educate on security best practices
Document the incident for patterns
Review similar posts for exposure

6. FORUM COMMUNITY BUILDING

6.1. Encouraging Participation

Engagement Strategies:

Welcome new members
Recognise helpful community members
Create regular discussion topics
Showcase community solutions
Recognise milestones and achievements

6.2. Knowledge Base Development

Content Curation:

Identify frequently asked questions
Create full guides
Maintain a clear record of answered posts through tags
Update outdated information
Cross-reference related posts and documentation

7. METRICS AND REPORTING

7.1. Key Performance Indicators

Forum Health Metrics:

Response time to new posts
Resolution rate for support requests
User satisfaction indicators
Community engagement levels
Moderator action frequency

7.2. Regular Reporting

Documentation Requirements:

Weekly moderation summaries
Channel-specific activity reports
Escalation tracking
Community feedback synthesis
Improvement recommendations

8. CONTINUOUS IMPROVEMENT

8.1. Feedback Integration

Process Improvement:

Regular community surveys
Moderator experience sharing
Policy effectiveness review
Tool and feature requests
Best practice documentation

8.2. Professional Development

Ongoing Training:

Discord feature updates
New moderation techniques
Community management trends
Accessibility improvements
Cross-platform coordination

This Discord Forum Moderation Training provides guidance for moderating our forum channels. For questions about forum moderation procedures, please contact the Moderation Team Lead through the designated staff channels.