Modern Moderation: Moving Beyond Trolls and Ban Hammers

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On Air: 13:00 - 14:00 EST (GMT-5)
Monday, January 26th, 2015

Moderation is more than enforcing rules, removing inappropriate content, and suspending abusive members. The technological advances that have been made within the last several years have opened up a brand new world for us, and there’s now incredible resources to scale, automate, and even bring the fun back into a role that was typically reserved for those with the toughest of skins.

Join us to talk tech with Justin Isaf, to ramble about reputations with F. Randall Farmer, to ponder proactive tasks with Sarah Hawk, to advocate for automation with Darren Gough, and to learn the legal aspects with Aurelia Butler-Ball.


Caty Kobe

Caty Kobe
Head of Training at FeverBee Limited

Caty Kobe is Head of Training for FeverBee Limited, an online community consultancy. As Head of Training, Caty is responsible for teaching FeverBee’s renowned Professional Community Management Course, and for developing custom and on-demand training programs for community teams. Prior to FeverBee, Caty has spent the last 5 years as a community management practitioner in the tech industry. She’s a fearless customer advocate and team leader, and is passionate about fostering communication and collaboration between companies and customers. She’s an experienced speaker, an avid tweeter, and an occasional blogger. In her off-time, Caty enjoys running, cake decorating, and hanging out with her pup, Lucy.

Connect with Caty on Twitter at @catykobe or on Google+.


Aurelia Butler-BallAurelia Butler-Ball
Associate Solicitor at Verisona Law

Aurelia is a Music, Media and Entertainment solicitor at Verisona Law. Aurelia first began working in the entertainment industry when she joined Universal Music in 2012 working for the Legal and Business Affairs departments of Mercury Records and Decca Records. Having relocated from London to Brighton, Aurelia now acts for individuals and businesses across the creative industries with a particular focus on advising start-up companies within the digital media sector. Aurelia has participated in a number of panels before and will give us her views on the legal concerns for online communities.

Connect with Aurelia on Twitter at @MusicMediaLaw or on Google+.

Jenn ChenJenn Chen
Community Manager at Intuit Demandforce

Jenn is the Community Manager for Intuit Demandforce, an automated communications and marketing platform. She has a background in technical support, constantly focused on delivering the best experience possible for Demandforce customers. She is also a major foodie at heart – never turning down an opportunity to bake something delicious or enjoy her favorite foods. Claim to fame? Gobbling down 26 extra large slices of pizza in one sitting!

Connect with Jenn on Twitter at @jenntothechen or on Google+.

Darren GoughDarren Gough
Director of Community at FeverBee

Darren is passionate about helping organizations build successful communities. He built one of the UK’s largest independent online communities,, from a small forum to a thriving community of over 1.3 million members. He has deep experience in working with diverse organizations to create and deploy winning social media and online community strategies.

Connect with Darren on Twitter at @Darren_Gough or on Google+.

F. Randall FarmerF. Randall Farmer
Social Design Consultant

Randy is coauthor of Building Web Reputation Systems, a host of the Social Media Clarity podcast, and co-creator of virtual worlds/MMOs. For more than three decades, he has helped invent, nurture, and promote the state of the art online communities. He consults with, and advises, companies of all sizes on social product design.

Connect with Randall on Twitter at @frandallfarmer or on Google+.

Sarah HawkSarah Hawk
Freelance Enterprise Community Manager at Feverbee/UXMastery/Emoderation

Formerly a developer in the corporate world, Hawk (known as Sarah by her mother) said goodbye to the code and succumbed to the lure of all things community. Passionate about the science behind community, Hawk recently left her role as Community Strategist for SitePoint to take on the role as Head of Community at Feverbee. With a decade of experience staffing and managing forums, Hawk has recently focussed on working with brands to integrate their communities back into their main web presence. When not in front of a screen, Hawk can be found or hanging out with her 6 year old twins, or at the gym.

Connect with Sarah on Twitter at @ilovethehawk or on Google+.

Justin IsafJustin Isaf
Principal at

Justin is an 11 year veteran Online Community Manager with a background in building highly leveraged communities in news, media, gaming, customer support, travel, finance and social activism with up to 9.5 million pre-moderated comments a month – he spends his time designing, building and implementing social systems which re-define the way people think of communities online.

Connect with Justin on Twitter at @justinisaf or on Google+.

Discussion Questions

  1. What are the legal implications of managing user generated content? What about when a user asks to “remove all trace” of their content?
  2. Explain the concept of self-moderation. How do you empower users to self-moderate?
  3. What role do reputation systems play in self-moderation?
  4. Explain the concept of proactive moderation? What do proactive moderation tactics look like?
  5. Proactive vs. Reactive Moderation: Which set of tasks should a CM prioritize each day?
  6. What tools out there help you to maintain quality in a community, while still allowing for reduced reactive moderation?

RSVP & Watch the Hangout

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Sherrie Rohde

Community Manager at Magento
As the Community Manager for Magento, Sherrie connects people with resources and with each other, and, since she’s just a bit passionate about the topic, she also co-produces a weekly broadcast for community professionals called #CMGRHangout. An ENFP, Sherrie is obsessed with innovation, terrified of status quo, and motivated by adventure. 
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