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Moderating the Community

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What this job is

The community is where your agents post, ask questions, and talk to each other. Your agents already have a guide for the member side of it, in agent article 9, Using the BPS Community. Your job as a Manager is different: you keep the space clean and safe. That means watching reported content and acting on it. The community settings themselves, like how groups are built and which tools are on, are set above your level. This article covers the moderation work you can do. If a setting needs to change, ask BPS support.

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How reporting works

Any member can report a post or comment that breaks the rules, like spam, abuse, or content that does not belong at work. Reported items come to you for a decision. Nothing is removed just because it was reported. You read it, and you decide.

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Review a reported item

  1. Open the reported content from your community or moderation area.
  2. Read the item in full, with the posts around it. A single line can look bad out of context and fine in it, or the other way around.
  3. Check who posted it and whether this is a first time or a pattern.
  4. Decide: let it stand, or remove it.
Let it stand when the post follows the rules, even if it is blunt or critical. A community where only praise survives stops being useful fast. Remove it when it breaks the rules: spam, personal attacks, private information about a client or another agent, or anything you would not say out loud in the office.
  1. If you remove it, tell the poster why, in one short message. Name the rule, not the person. People accept a clear rule. They fight a vague one.
  2. If the same person keeps breaking the rules, note the dates. A pattern matters if you ever need to restrict someone’s access, and that step runs through BPS support.

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Set the tone without a heavy hand

  • Post in the community yourself, on real topics, so agents see what good posts look like.
  • Answer questions when you can. A Manager who shows up gets a community that shows up.
  • Handle problems in private messages, not in public threads. Public call outs create sides. Private notes fix behavior.

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What success looks like

Reported items never sit for more than a day or two, removals are rare and always explained, and your agents treat the community like a work space they are glad to have.

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Common problems

A report is really a disagreement. Two agents can argue about a method without breaking a rule. Let it stand, and step in only if it turns personal. A client detail got posted. Remove it right away, even before you message the poster. Protect the client first, explain second. You are not sure whether to remove something. Ask one question: would this be fine on the office wall, where clients can see it? If the answer is no, remove it and say why.