FRE-709: Document duplicate recovery wake - FRE-635 already recovered via FRE-708
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marketing/discord-moderation-playbook.md
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296
marketing/discord-moderation-playbook.md
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# Discord Moderation Playbook
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**For:** Moderators and Admin
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**Version:** 1.0
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**Effective:** April 26, 2026
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**Owner:** CMO
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---
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## Quick Reference
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### Escalation Ladder
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1. **Verbal Warning** - "Hey, please keep it civil"
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2. **Public Warning** - "@user Please follow channel rules"
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3. **Timeout** - 24 hours mute
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4. **Ban** - Permanent removal
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### Common Scenarios
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| Situation | Action | Template |
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|-----------|--------|----------|
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| First spam | Warn + delete | "Please no self-promo" |
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| Rudeness | Warn publicly | "Let's keep it constructive" |
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| Harassment | Timeout + DM | 24hr timeout, explain why |
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| Severe harassment | Ban immediately | No warning needed |
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| Bug report (no template) | Ask to reformat | "Please use the template" |
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| Off-topic in tech channels | Gently redirect | "Try #general for this" |
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---
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## Moderator Permissions
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### What You Can Do
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- ✅ Delete messages
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- ✅ Timeout users (up to 24 hours)
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- ✅ Move threads to correct channels
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- ✅ Pin/unpin messages
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- ✅ Edit channel topics
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### What You Cannot Do
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- ❌ Ban users (Admin only)
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- ❌ Create/delete channels
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- ❌ Manage roles
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- ❌ Change server settings
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---
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## Scenario Playbooks
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### 1. Spam/Self-Promotion
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**First Offense:**
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```
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@user Hey! Thanks for your enthusiasm. We don't allow self-promotion
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in this server. Please keep discussions focused on Scripter and
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screenwriting. Check #general for off-topic chat!
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```
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**Second Offense:**
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- 24-hour timeout
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- DM explaining the rule
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**Third Offense:**
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- Escalate to Admin for ban consideration
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### 2. Rudeness/Disrespect
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**Mild (first time):**
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```
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@user Let's keep feedback constructive and respectful. We're all
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here to help improve the product!
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```
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**Escalating:**
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```
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@user This conversation is getting heated. Please take a step back
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and keep things civil, or I'll need to timeout.
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```
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**Crossing the line:**
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- 24-hour timeout immediately
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- DM with warning
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### 3. Harassment (Zero Tolerance)
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**Any harassment:**
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- 24-hour timeout immediately
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- DM: "This behavior violates our community guidelines"
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- Document incident
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- Escalate to Admin
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**Severe harassment:**
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- Ban immediately (Admin only)
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- Document everything
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- Offer support to target
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### 4. Bug Reports (No Template)
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**Gentle nudge:**
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```
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@user Thanks for reporting this! Could you please edit your post
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to include the bug report template? It helps us track and fix
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issues faster. You can find it pinned in #bugs!
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```
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**If they don't comply:**
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- Don't escalate unless they're rude about it
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- Just ask again or help them fill it out
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### 5. Feature Requests (Duplicate)
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**Helpful redirect:**
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```
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@user Great idea! We actually have a similar request here:
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[link to existing]. Feel free to add your thoughts and 👍 there!
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```
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### 6. Off-Topic Drift
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**In tech channels:**
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```
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@user This is getting off-topic for #tech-support. Mind moving
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this to #general? We want to keep support threads focused!
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```
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**In general:**
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- Let it flow unless it's problematic
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- General is for casual chat
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---
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## Timeout Protocol
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### How to Timeout
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1. Right-click user → Timeout → 24 hours
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2. Send DM explaining why
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3. Log the incident
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### Timeout DM Template
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```
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Hey [name],
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I just timed you out for 24 hours because [specific reason].
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This isn't permanent - it's just a chance to cool off and review
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our community guidelines: [link]
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When the timeout expires, you're welcome back! Just please follow
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the rules going forward.
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If you have questions, DM me or @CMO.
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- Mod Team
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```
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### After Timeout
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- Monitor when they return
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- Welcome them back (don't hold grudges)
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- Watch for repeat behavior
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---
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## Documentation
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### Incident Log Template
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Create a private doc for serious incidents:
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```
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## [Date] - [User] - [Issue Type]
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**What happened:**
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[Brief description]
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**Action taken:**
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[Warning/Timeout/Ban]
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**Moderator:**
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[Your name]
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**Follow-up needed:**
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[Yes/No - details]
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```
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### When to Document
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- All timeouts
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- All harassment reports
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- Any ban
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- Repeated offenses
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- Escalations to Admin
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---
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## Special Situations
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### VIP Members (Influencers, Advocates)
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**Same rules apply**, but:
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- Be extra professional
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- Escalate to CMO before action
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- They're guests, not above rules
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### Beta Testers Reporting Critical Bugs
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**Priority handling:**
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- Respond within 1 hour if possible
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- Escalate to CTO immediately
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- Award bug bounty promptly
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- Public recognition (with permission)
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### Team Drama (Co-founders, etc.)
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**Stay neutral:**
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- Don't take sides publicly
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- Escalate to CMO/CEO
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- Document everything
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- Protect community from drama
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---
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## Mental Health for Moderators
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### It's Okay to:
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- Take breaks
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- Step away from heated situations
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- Ask for backup
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- Say "I need to think about this"
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### When to Escalate to CMO
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- Any ban decision
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- Legal threats
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- Doxxing attempts
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- Coordinated attacks
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- Media inquiries
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### Self-Care
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- Moderation is emotionally taxing
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- Rotate duties with other mods
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- Debrief after tough incidents
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- Remember: you're not a therapist
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---
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## Tools & Resources
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### Discord Features
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- **Automod:** Set up filters for banned words
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- **Slow mode:** Enable in heated channels
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- **Archive channels:** For resolved threads
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- **Forum channels:** For organized Q&A (future)
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### Bots
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- **MEE6:** Auto-moderation, welcome messages
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- **Dyno:** Advanced moderation (optional upgrade)
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- **Carl-bot:** Logging and audit trails
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### Templates Location
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All message templates in this doc. Copy/paste as needed.
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---
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## Training Checklist
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### New Moderator Onboarding
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- [ ] Read community guidelines
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- [ ] Read this playbook
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- [ ] Shadow experienced mod for 1 week
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- [ ] Practice with low-stakes situations
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- [ ] Review incident logs
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- [ ] Meet the team (CMO, CEO, CTO)
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### Monthly Refreshers
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- [ ] Review recent incidents
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- [ ] Update templates as needed
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- [ ] Discuss edge cases
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- [ ] Celebrate wins
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---
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## Contact
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**Head Moderator:** CMO
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**Backup:** CEO, CTO
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**Emergency:** DM @CMO or email community@scripter.app
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**Moderator Team:**
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- @CMO (Head Mod)
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- [Community Manager - to be hired]
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- [Volunteer Mods - from community]
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---
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**Remember:** Good moderation is invisible. When done right, the community self-regulates and you only step in for edge cases. Build a culture of respect, and you'll have less fires to put out!
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**Last Updated:** April 26, 2026
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**Next Review:** May 26, 2026
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