Moderating the Welcome & Support Room
Hey Mods!
This post is specifically for mods on the adult side. I understand that Welcome & Support has been a tough place to moderate and firstly, I want to let you all know that it's not personal. It is a difficult room for everyone. I've been thinking it would be helpful to make sure we're all on the same page and being as consistent as possible in W&S. That is the only way we're going to be able to get this room under control. This is our only room for guests on the adult side, so it's really important that we ensure it's a safe, supportive, welcoming environment at all times. Moving forward, I expect all moderators to follow the steps below.
So, here's how we can do it...
1) Be aware of this super important rule:
"16. The Welcome & Support room is a space for guests to receive support. If you are a member, please use one of the member rooms to seek support or chat with friends. Members may only participate in the W&S room if helping to welcome and support guests."
2) Give a verbal warning to the room when you first enter.
This can be as simple as copy and pasting rule #16. This reminds everyone of the purpose of the room and gives them a heads up that a moderator is present.
3) Suggest that members go and check out the other member rooms.
Specifically, you can share the link to the Member Hangout forum post. (They just need to post in this forum thread to get the MH Key that unlocks the room.) Member Hangout is often empty. That room is a free space for any members who want to hangout and chat. There are frequent complaints that the room is empty - let's keep directing members to that space. If they all go, it will not be empty.
4) Use the #16 warning!!!
This room has a very specific purpose, which is why it has it's own special warning. If a member insists on sticking around and chatting after you've reminded them of the rule for W&S and offered another place to go, you can warn them with #16. That's absolutely okay. That is what the rule is for. Please use it.
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COMMON PROTESTS & HOW TO RESPOND
Member: But I am welcoming and supporting guests!
Mod: Thank you for helping. Please note, warnings will be sent for any messages that are not primarily welcoming or supporting guests.
Member: Member Hangout is empty!
Mod: That's okay. If we all go over there to chat, it will no longer be empty :) You're also welcome to check out other member rooms that are more active.
Member: You're abusing your power!
Mod: I'm sorry you feel that way. My job right now is to ensure this room is being used for its purpose of welcoming and supporting guests. Please check out the rules, in particular rule #16. If you still have concerns that power is being abused, please use the Mod Review Form. You can also PM our Community Manager Heather directly. Thank you.
*You can also warn for rule #1 if anyone is being abusive towards you in the support room. Rule #1 reminds members to show respect to everyone, including moderators.
Member: There are no guests here right now, so we can chat until they come.
Mod: It's absolutely okay for the room to be quiet if there are no guests present. There are many other places you can chat more freely.
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I want to say a huge thank you to the mods who have been working hard in W&S. I know it's hard work and you're doing so well. Please know that I've got your back. If you receive negative reviews while moderating W&S, I will take into account the situation in that room. If you have a hard time moderating, please feel free to PM me to talk through what happened. We're all on the same team.
I expect all moderators to follow the steps above. If you feel unable to enforce rule #16 for any reason, please select another room to moderate. Thank you!
@Heather
I find this rule extremely helpful because it gives guests support while limiting conflict between members and guests. Thanks!!
omg a huge thanks to you this is veryyy helpful
@Heather thank you for posting this, we've also been having troubles with members who come as guests just so we can't warn them for being members and staying there. Also there have been rather two topics (Sexual issues and masturbation) going on this last week that chases everyone away and when we try to end the topic they all protest and cause fury in there, saying that the rules does not state that we should let everyone participate and their topics are fine, I tried with other mods to help them and we let let the topic be for just 15 minutes so that everyone else can participate but they always say rules does not state it and use it against us. :)
thank you for this post.
I struggled to apply this new rule and it should be easier with this details and situations now
Thank you @Heather! I really appreciate the time and effort you are putting forth to support us as moderators to keep our community safe. This room can be quite hard to moderate at times, and often mod hate comes along in PM's from upset members and guests. I want to post this post specifically on Dealing with PM's From Upset Members About Warnings.
Many times, I have gotten a PM from a member when I warn them, they are often upset or angry that I warned them for whatever reason, and this is okay, I always try to reply to them if they are showing a genuine misunderstanding of what rule they broke. I typically send one message to them explaining the rule. and why they were warned, and a link to the moderator review form if they wish to report it to our admin staff. Sometimes, I will go on and try to support them as a member as well coming to a listener for support, and I have found that a lot do this, but in return get bad reviews because of warning a member. I want to encourage all mods, that it is okay to refer them to another listener if you feel that they will leave a bad review from the warning. Typically, they cannot leave a review from just one message. I hope this helps in getting a better understanding from our members, and moderator point of views! I am also available via PM if anyone ever needs to talk about modding! I love helping people, and modding is one of my favorite things to do on the site! I want to give a huge thank you to @MissZ, @Amelia, @Jaceofspades, @Laura, @Heather, @Jake, @akaalex, @Bunnyfrufru, @Dancernhealer, and @amazingrea for giving me insight and peer support after modding and also helping me with idea's for this post from modding together!
Take care,
Dillion
@Heather
Thanks for this, this has really cleared things up. :) I think a lot of members believe they can get support there because it's called support, but now I know the rule, I can enforce it.
@Heather, i must say this post has made each and everything clear about the Welcome & Support Room rules also made things pretty easy for the moderators! This post was very much needed! Thank you 
@Heather Thank you so much for posting this , Heather <3
@Heather
Thank you for posting this! I certainly had my share of issues in there Yesterday (Sunday). I'm glad that these rules are being re-iterated here by You. Thank you again for making this an easier role by knowing that we are doing the right thing and being supported for it.
Thanks for this helpful post, Heather:)
