When you’re working on a large, very active community or social media account, it can be easy to lose your place. Tickets are coming in, engagement is going out and then, there’s last minute tweaks and approvals. It can feel impossible to keep it all in your head, so we say, don’t try!
Your campaign needs a reporting strategy. Well designed reports are invaluable, especially for shift-based moderation projects. The higher the volume, the more important reporting becomes. When the campaign topic is sensitive, or there's frequent escalations, they're crucial.
Here's three tips from our own 16+ years of experience managing and moderating campaigns at scale.
1. Build the reporting into the workflow, and use templates
Collect information throughout the campaign by building it into your workflows. Train new moderators and managers on how to collect, format and enter the information you need to know. Assign Team Leaders to spot check their contributions, and provide more training as needed.
Provide as many templates as necessary, and revise them when needed. Templates are especially crucial for escalation procedures or other high-stakes situations. When the information collected could become a part of a legal matter, a template protects you.
2. Collect trends while they're top of mind
If you're watching trends for qualitative analysis, capture this information in real time. Your team will not be able to remember everything they’ve seen if you're polling only weekly or even worse, monthly.
For shift-based work, it's a great idea to place trend reporting at the end of the shift workflow. Capture when things are fresh. You never know when a campaign will take off, and not being on top of trends may mean losing out on valuable insights.
3. Use reporting for your team as well
We all know that moderation and community management can be high stakes. But humans are adaptable, and we adjust to stress. That can be a good thing, but sometimes it allows us to burn out.
You can get ahead of this by including space for your team's attitudes and feelings in your reporting.
Provide an open field at the end of a report, where team members can give feedback on how the work is affecting them. If you don't ask, you may not know until it's too late, and your team member has to drop out.
It’s especially important for challenging or emotionally fraught campaigns; your team needs internal support. Your reports can help you to provide targeted help that meets them where they are. You have a responsibility.
Pulling together an approach to reporting that meets your needs can be difficult. You need to really think through your goals and objectives at every step.