Web Community Managers: Dealing With Spam

by Lyn Lomasi, Write W.A.V.E. Media Staff

Image by Judith E. Bell via Flickr.com

Part of managing an online community includes keeping it as spam-free as possible. In order to do this, you’ll need to be clear and consistent with members. This doesn’t mean you have to be mean. In fact, as a community manager, you should have team spirit. Following these simple actions can help you keep control of spam in your community, while still being a team leader and friend.

Set Guidelines

If members are unaware of what they should and shouldn’t do it’s easy for things to get out of hand. Set clear guidelines that people can understand and access easily. This will help members to understand what they should and shouldn’t be doing. Some people may break the rules anyway. However, most people will follow the rules if they are visible and made clear.

Have Security Measures in Place

Do you know what you’re going to do if someone gets out of control in your community? Have you set up an easy plan for banning people or contacting authorities (if necessary)? While these actions should be as minimal as possible (on an as needed basis), you do need to have a security plan in place. Your community should have security plans for banning, spam control, hacking, and more. These can all occur separately or together. Therefore, you should be prepared as such. 

Remove Violations as Quickly as Possible

When a member violates a rule, act as quickly as possible. This keeps things clear, safe, and secure for all members. It also lets violators know you won’t tolerate their spammy behavior. The longer spam is left up, the more it can bother legitimate members and encourage the behavior from other possible violators. Let people know you are serious about avoiding spam in your community. When violations are removed, it is wise to let community members know the reasons why it was removed and point to the violating rule, where possible.

Stick to the Rules When Punishing Spammers

Follow the same rules for all members and for all types of spam. This way, most people will feel they are being treated fairly. Sometimes people can feel actions are unfair. But if you treat all actions as streamlined as possible, it can help avoid these feelings. It’s important to let people know you are serious about violations. But you still want your members to feel like they are part of a team and they need to know that you appreciate and respect them all. You simply have to follow the rules to keep the community safe and desirable for everyone.