Welcome to the moderation team 💎
Being a chat mod means you're one of the people who helps keep this community the safe, welcoming space that makes EG special. This handbook covers what's expected of you and how we handle things as a team. If you ever have questions, just ask, we're all here to support each other!
Moderation is a team effort. You will never be expected to handle something alone, and you should never feel like you have to. If you see something questionable, something that makes you unsure, or something that feels like it needs a second opinion, open a thread in the chat moderators section and bring the team in. Officers and fellow mods will jump in, share their perspectives, and figure out next steps together. No lone wolf decisions, no pile-ons, just a team working through things thoughtfully!!
This also means listening to each other. Be brave enough to share your opinion and humble enough to hear someone else out. Good moderation comes from good communication.
Hold yourself to a higher standard As a mod you represent EG. Follow the rules, set a good example, and behave in a way you'd be proud of. Members look to staff to understand what the culture here actually is.
Stay impartial Treat everyone fairly, including people you personally don't vibe with. Your job is to uphold the community's values, not your own preferences.
Keep things confidential You'll be part of conversations in staff channels that members aren't privy to. Keep it that way. Don't share internal discussions, deliberations, or anything said in staff spaces with the wider membership.
Be present and helpful Chat mods are often the most visible part of the staff team. Answer questions, point people toward resources like mentors or event info, and just be a warm presence in the community. Familiarity with upcoming events is a plus so you can hype them up when relevant!
Step 1: Don't escalate, de-escalate If something kicks off, your first instinct should be to calm things down, not fan the flames. If someone is being disruptive, a private dm is almost always more effective than a public callout. Keep it calm, keep it kind, and don't match their energy if they're heated.
Step 2: Gather evidence Screenshot anything relevant. If you forget in the moment to screenshot an incident in CC, our in-game chat channel will have evidence of it. Having receipts matters, both for making good decisions and for keeping records.
Step 3: Bring it to the team Open a new thread in the chat moderators channel and title it with the player's name. Drop your evidence there and let the team weigh in. This is where officers and mods come together to decide on next steps. We will also use these threads to post and pin any warnings sent to individuals so everything stays documented.
Note: In these threads, some topics discussed may be controversial. No matter how strongly or steadfast you feel about a topic, do NOT shut down the conversation when a differing opinion is shared. This is not conducive to a meaningful and productive outcome — this clan is a melting pot of cultures and perspectives, and that is what makes us so dang cool. We should approach conversations with patience, pragmatism, and a willingness to educate rather than being condescending.
Step 4: Follow the strike system We use a three strike system, tracked in the team google sheet found in the pins of the chat mod channel. Here's how it works: