As companies grow, it becomes increasingly important to have a solid set of guidelines in place for moderators responsible for managing online communities. A service level agreement (SLA) template can provide a structured framework for ensuring that moderators have clear expectations, resources, and support to succeed in their role.
Here are some key elements to consider when creating an SLA template for moderators:
1. Overview and purpose: Begin the SLA by explaining the purpose and scope of the document, including its intended audience and how it will be used. This section should provide an overview of the moderator role and the community they will be managing.
2. Metrics and expectations: Define clear expectations for moderator performance and how it will be measured. This should include metrics such as response time, quality of responses, and adherence to community guidelines and policies. Also, include information on how moderators will be evaluated and how their performance will impact their compensation and advancement opportunities.
3. Resources and training: Provide details on the resources available to moderators such as training, support, and access to tools or software. This section should also outline any necessary training or certifications required for moderators to perform their duties effectively.
4. Escalation and resolution procedures: Establish a process for handling issues that may arise, including escalation and resolution procedures. This section should detail the steps moderators should take in the event of a dispute or issue with a community member.
5. Communication and reporting: Outline how moderators will communicate with their supervisors and other stakeholders. This section should include details on how and when moderators should report key metrics and incidents, as well as how they will communicate with the community.
6. Expectations for professional conduct: Establish guidelines for professional conduct, including how moderators should represent the company and themselves on social media and other online forums. This section should also include expectations for confidentiality and security of company and customer data.
By creating an SLA template for moderators, companies can ensure that their online communities are managed effectively and efficiently. A well-designed SLA can provide moderators with the structure and support they need to succeed while also enhancing the overall customer experience.