ADULT: Group Mod Discussion Notes
We had a discussion with group mods about the successes and challenges of moderating the support rooms. Here are some of the questions and answers that were highlighted.
What is the most challenging part of moderating Group Support right now?
There seemed to be a consensus that the blurred boundaries between the varying roles was causing issues within the rooms. Moderators are finding that conflicts are arising due to blurred boundaries and personal differences.
?Listeners bringing personal problems into room instead of using a member account?
?Mods with conflicting ideas?
?Listeners are sometimes talking between themselves rather than supporting members?
?Regular members can be difficult to manage?
Solutions:
1) Moderators can refer to the Group Support Moderator Guide for clarification on how to handle various situations. Please contact Heather if anything remains unclear.
2) Heather will write a forum post for listeners on best practices in Group Support. We can also PM listeners with a gentle reminder.
Another challenge that was highlighted...
?There's a lot of members that always ask why there isn't a way to messages to other members because they just want to chat with each other, but the only way to do so is through the group chats.?
We discussed the role of the moderator to encourage friendly chat in the waiting room, whilst still ensuring that it was inclusive and welcoming for new guests.
How easy is it to find back up from another mod?
?It?s easy to find back up from another mod.?
We discussed that it is usually possible to find back-up from another moderator by asking in the listener community room, there are occasions (due to time zones) where there are no other mods online.
Other problems that have been highlighted?
There were a few issues that came up, the group seemed divided about how helpful it is to have other listeners in the rooms. The consensus was that listeners who maintain their listening role and help out with requests are incredibly helpful; however when boundaries become blurred, listeners can create more problems.
?Can be difficult to handle requests for listeners whilst modding.?
?Blurred boundaries, esp in the waiting room.?
?Waiting room is difficult to join due to chaos. SYS has regulars that overcrowd it.?
Solutions:
1) If a member asks for a 1-1 chat, you can say something like, ?Hey, sorry to hear you?re having a hard time. I?m moderating right now and am not able to chat 1-1 at this time. However you can find a listener who is available to chat right now by searching Browse Listeners.
2) Remind members to be welcoming and inclusive to others at all times.
What messages would you delete?
-suicide threats
-drugs
-triggering chats
-offensive language
-condescending names
As moderators, it is our duty to enforce the rules. What can we do to show members we are here to support them and not just policing?
It is really important that we create a safe space for members and do not have a threatening or overbearing presence as mods. We can balance this by ensuring that we offer support and encouragement, alongside gently and respectfully reminding them of the rules where necessary.
?Explain the rules and why we have those particular rules. They often understand and many of them change their behaviour and if you explain things to them nicely. I always tend to tell them that we are there to support them.?
?by offering support in the rooms too, making sure they are all heard. as a mod you should have a regular presence?
?Well, you can apply the rules in a friendly way I suppose. Something like: "Hey, xxx, I'm not sure if you knew about this rule we have: *insert rule*, but it is to be followed by all of us. You can review more rules under "Chatroom Rules" at the bottom of the window."
?Welcoming as members enter the room.?
What can mods do to invite newcomers to the conversation?
?Ask how they are?
?Tell them they?re welcome to join in?
?Use their names?
?Ask questions that are inclusive of the whole group e.g. ?On a scale of 1-10, how are you feeling today and why??
?Move the conversation on from ?inside jokes? and private chats between regulars?
Many don?t have access to teen support. It would be good to get more adults helping there. If you are a Group Mod you can access Teen Support by becoming a teen listener. Apply here.
Please add any additional thoughts below.
Thank you so much for writing out what was discussed! I know that I will definitely refer to this post in the future! :)
awesome thread :) and I look forward to the next discussion
Good discussion guys and thanks for posting the notes for those of us in weird time zones :)
@Heather thank you so much for posting this! I couldn't attend so it's great to be able to read and think about what was discussed. This is a great reference.
I have been in a situation with conflicting viewpoints of moderators, to the point where, when I have said something, I have been contradicted by another mod with a differrent viewpoint. It wasn't a big issue, but I definitely understand that challenge. Everyone has different interpretations, I guess.
Another challenge that I see is that when the conversations get slow, the support rooms just turn into chat rooms, and it was mentioned above that members couldn't speak privately, but it seems counterintuitive to the purpose of the room. It generally does help if the moderator guides the discussion back to the topic, but incoming members to the room often feel lost or don't feel supported when people are talking about their pets or music.
Nice @Heather, this is really helpful!
Thanks Heather!
Very helpful thread. Thank you.
@Heather - sorry I missed it, but these areawesome notes for me to catch up on what was discussed. I'm excited about all the positive changes and updateson the group support side :)
