{"id":2835,"date":"2020-11-25T07:00:00","date_gmt":"2020-11-25T12:00:00","guid":{"rendered":"https:\/\/canny.io\/blog\/?p=2835"},"modified":"2024-03-05T16:54:57","modified_gmt":"2024-03-05T21:54:57","slug":"moderating-user-comments-diplomatically","status":"publish","type":"post","link":"https:\/\/canny.io\/blog\/moderating-user-comments-diplomatically\/","title":{"rendered":"Moderating user comments&nbsp;diplomatically"},"content":{"rendered":"\n<p><em>This article is aimed at people already using Canny. When customers submit an idea to a Canny board, other users can also add comments on that post.&nbsp;<\/em><\/p>\n\n\n\n<p><em>These are the best practices for effectively moderating comments\u2014check out our entire <a href=\"https:\/\/canny.io\/blog\/canny-best-practices\/\" target=\"_blank\" rel=\"noreferrer noopener\">Canny best practices section&nbsp;here<\/a>.<\/em><\/p>\n\n\n\n<p>Ah, the comments&nbsp;section.&nbsp;<\/p>\n\n\n\n<p>It\u2019s not controversial to say the comments section has earned a bit of a reputation for being\u2026less than helpful at times, and deservedly&nbsp;so.&nbsp;<\/p>\n\n\n\n<p>Anonymous comments on sites like YouTube are often incredibly toxic. It\u2019s almost enough to make you forget all the positive interactions that make up the overwhelming majority of&nbsp;comments.&nbsp;<\/p>\n\n\n\n<p>But, comments are helpful (<a href=\"https:\/\/canny.io\/blog\/encouraging-dissent-negative-feedback\/\" target=\"_blank\" rel=\"noreferrer noopener\">even when people disagree<\/a>). They provide valuable feedback. And valuable feedback is what Canny is all about!&nbsp;<\/p>\n\n\n\n<p>Leveraging Canny\u2019s comments section will let you refine the ideas that come through and guide your development&nbsp;strategies.<\/p>\n\n\n<p><!--HubSpot Call-to-Action Code --><span id=\"hs-cta-wrapper-e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa\" class=\"hs-cta-wrapper\"><span id=\"hs-cta-e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa\" class=\"hs-cta-node hs-cta-e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa\"><!-- [if lte IE 8]>\n\n\n\n\n\n<div id=\"hs-cta-ie-element\"><\/div>\n\n\n\n\n\n<![endif]--><a href=\"https:\/\/cta-redirect.hubspot.com\/cta\/redirect\/5705808\/e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" id=\"hs-cta-img-e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa\" class=\"hs-cta-img aligncenter lazyload\" style=\"--smush-placeholder-width: 1300px; --smush-placeholder-aspect-ratio: 1300\/642;border-width: 0px;\" data-src=\"https:\/\/no-cache.hubspot.com\/cta\/default\/5705808\/e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa.png\" alt=\"Canny free trial\" width=\"1300\" height=\"642\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\"><\/a><\/span><script charset=\"utf-8\" src=\"https:\/\/js.hscta.net\/cta\/current.js\"><\/script><script type=\"text\/javascript\"> hbspt.cta.load(5705808, 'e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa', {\"region\":\"na1\"}); <\/script><\/span><!-- end HubSpot Call-to-Action Code --><\/p>\n\n\n<p><\/p>\n\n\n\n<p>A few simple best practices will help you avoid the common pitfalls and turn your comments section into an engine of progress.&nbsp;<\/p>\n\n\n\n<p>With that in mind, we\u2019ve put together a few helpful insights for you to make the most of your&nbsp;comments.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Dealing with toxicity<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Moderation doesn\u2019t have to be a constant effort:<\/strong><\/h3>\n\n\n\n<p>You always want to have your best foot forward, but people understand that the occasional troll or spammer will find their way&nbsp;in.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">You\u2019ll want to take decisive action when you spot a problem:<\/h3>\n\n\n\n<p>Watch for spam and don\u2019t be afraid to ban those who post it. Warnings should only be reserved for true VIP&nbsp;users.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Never tolerate abusive or hateful comments on a board:&nbsp;<\/strong><\/h3>\n\n\n\n<p>If it\u2019s from a legitimate user, it\u2019s best to delete the comment and follow up privately via email with a one-time warning. If that person intentionally offended another user, apologize to the victim and let them know you\u2019re taking&nbsp;action.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Use integrations like Slack or Zapier:&nbsp;<\/strong><\/h3>\n\n\n\n<p>Make use of <a href=\"https:\/\/canny.io\/integrations\" target=\"_blank\" rel=\"noreferrer noopener\">Canny\u2019s integrations<\/a> to keep track of incoming comments (among other events) on your boards. You don\u2019t have to respond instantly, but the sooner, the&nbsp;better.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Most importantly, set a positive tone in <\/strong><strong><em>all<\/em><\/strong><strong> interactions with your users:&nbsp;<\/strong><\/h3>\n\n\n\n<p>Maintain that when moderating comments. If you feel a discussion is getting heated, invite users to reach out privately. Better yet, be proactive in reaching out via a private channel. This applies whether they\u2019re upset with you or with each&nbsp;other.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">To reply or not to reply<\/h2>\n\n\n\n<p>That is the question.&nbsp;\ud83d\ude09&nbsp;<\/p>\n\n\n\n<p>Don\u2019t obsess over every comment thread. Especially if the post is not a high priority for your team. While it\u2019s reassuring for users to see an admin add their voice to a thread, frankly, not every thread is worth the&nbsp;effort.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Check for questions&nbsp;<\/strong><\/h3>\n\n\n\n<p>When you do find your way to a post, keep an eye out for question marks. That\u2019s when clarification may be needed and the voice of an admin could be most helpful. (We go into detail about <a href=\"https:\/\/canny.io\/blog\/how-to-ask-the-right-customer-feedback-questions\/\" target=\"_blank\" rel=\"noreferrer noopener\">how to ask feedback follow up questions<\/a> here.)&nbsp;<\/p>\n\n\n\n<p>Likewise, watch for threads with a lot of replies. While users are usually well-meaning, you may need to correct something and be that authoritative&nbsp;voice.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Keep the conversation on topic&nbsp;<\/strong><\/h3>\n\n\n\n<p>It\u2019s also a good idea to jump in if things have gone way off-topic in an unhelpful way.&nbsp;<\/p>\n\n\n\n<p>If a new issue arises out of the comments, create it as a post and let interested users know that you\u2019ve added their votes in that separate area. Try to keep things on-topic within a given&nbsp;post.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Be mindful of screenshots&nbsp;<\/strong><\/h3>\n\n\n\n<p>Finally, be very cautious about posting screenshots. Make certain to blur\/crop\/censor any personal data.&nbsp;<\/p>\n\n\n\n<p>Also, immediately edit\/delete any user comments that share personal info. It&#8217;s best to use internal comments for anything remotely&nbsp;personal.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Use comments as a resource<\/h2>\n\n\n\n<p>Comments are not just something you need to babysit. They\u2019re also a valuable resource for clarifying what a user means with their feedback. Having many voices in the comments section will give you further context for how a post may impact your&nbsp;users.<\/p>\n\n\n\n<p>Remember to use your admin superpowers here! When an admin posts a top-level comment, everyone gets notified about&nbsp;it.&nbsp;<\/p>\n\n\n\n<p>The users who are in that thread are self-selected. They\u2019re actively interested in this post. Make the most of that by opening up a dialogue and going a little further into the weeds. This is the audience who will be most willing to&nbsp;engage!<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" data-src=\"https:\/\/lh3.googleusercontent.com\/ISH4h5NLNLCs6WAvOvDjA01SpbXOcKazN-8U1jwuVxFZwBw5RzZahUunbDsQUacACo9drspPr0l13n6AiUY6VOf8loctJRJ3qOToU-2CsSVGNnNVODuoM-BIDgauzxP_ZXCb5p4d\" alt=\"\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" class=\"lazyload\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Trust your users<\/h2>\n\n\n\n<p>If someone has found their way to your Canny board, it\u2019s because they care about your&nbsp;product.&nbsp;<\/p>\n\n\n\n<p>Trolls on a feedback board are more rare than you might think. It\u2019s logical to be worried about them. But, don\u2019t let a fear of abuse dissuade you from <a href=\"https:\/\/canny.io\/blog\/should-you-be-collecting-customer-feedback\/\" target=\"_blank\" rel=\"noreferrer noopener\">reaping the benefits of gathering&nbsp;feedback<\/a>.&nbsp;<\/p>\n\n\n\n<p>Comment abuse is rare and easy to deal with, given Canny\u2019s toolset. On the unusual occasions it does occur, be aggressive in stamping it out. Banning someone from your Canny board doesn\u2019t bar them from contacting you directly. If you have a person who doesn\u2019t play nice with others, mark them as spam to prevent further posting and foster a more positive&nbsp;environment.&nbsp;<\/p>\n\n\n\n<p>Remember the Spock principle: \u201cThe needs of the many outweigh the needs of the few or the&nbsp;one.\u201d<\/p>\n\n\n\n<figure class=\"wp-block-pullquote\"><blockquote><p>The posts in Canny will tell you <em>what<\/em> your users want. Comments will reveal <em>how<\/em> they want&nbsp;it.&nbsp;<\/p><\/blockquote><\/figure>\n\n\n\n<p>Engaging with users in your comments will show them you care about the details of how your product affects them. That <a href=\"https:\/\/canny.io\/blog\/increasing-customer-loyalty-by-collecting-feedback\/\" target=\"_blank\" rel=\"noreferrer noopener\">makes them more loyal<\/a> and more likely to give feedback in the future. It also shows new users that you value input, a major selling point for someone on the&nbsp;fence.<\/p>\n\n\n\n<p>It still requires some trust. Not every user has great insights. Not everyone has a particularly helpful way of sharing the insights they <em>do&nbsp;<\/em>have.&nbsp;<\/p>\n\n\n\n<p>But the benefits so far outweigh the risks that it\u2019s not even a close contest. Comments are such a valuable resource, that we\u2019re willing to deal with the occasional moderation&nbsp;required.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>What if user feedback turns negative? Here&#8217;s how to moderate comments and ensure that your feedback boards are a place for productive discussion.<\/p>\n","protected":false},"author":11,"featured_media":5789,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","_lmt_disableupdate":"","_lmt_disable":"","footnotes":""},"categories":[9],"tags":[],"class_list":["post-2835","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-canny-best-practices"],"aioseo_notices":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Moderating user comments diplomatically - Canny Blog<\/title>\n<meta name=\"description\" content=\"What if customer feedback turns negative? 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