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