When to Escalate

Not every problem needs force — but some need care, attention, or firmer action.

Most issues in a community are small: a bit of spam, a heated moment, a rule forgotten. Mochi’s automation handles many of these smoothly. But sometimes, a situation needs human attention — or a step beyond gentle reminders.

Knowing when to escalate keeps moderation effective without becoming heavy-handed.

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🟢 When Automation Is Enough

Let Mochi handle it when:

• A rule is broken clearly and accidentally

• Spam or formatting abuse happens briefly

• A reminder or short timeout resolves the issue

• The same behavior stops after a warning

These cases are routine. Automation keeps things calm and consistent.

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🟡 When a Human Should Step In

A moderator should get involved when:

• A member repeats behavior after warnings

• Tone or intent is unclear

• A discussion becomes emotional or tense

• A member feels confused or upset by moderation

• Context matters more than rules

At this stage, escalation doesn’t mean punishment — it means communication.

A calm message from a moderator can often solve what automation can’t.

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🔴 When Stronger Action Is Needed

Escalate further when:

• Behavior is disruptive or harmful

• A member ignores repeated warnings

• There’s harassment, hate speech, or threats

• Someone is intentionally disrupting the community

• Other members feel unsafe

This may mean:

• Longer timeouts

• Kicks or bans

• Manual review by senior moderators

These actions should be clear, documented, and consistent.

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🧭 Escalation With Intention

Good escalation is:

• Proportional — the response matches the behavior

• Documented — actions are logged

• Calm — never emotional or reactive

• Consistent — similar actions get similar responses

Escalation isn’t about control. It’s about protecting the space for everyone else.

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🌱 A Healthy Moderation Mindset

Most members want to belong. Most problems can be solved early. Escalation should be rare, deliberate, and thoughtful.

When automation, human judgment, and clear boundaries work together, moderation feels less like enforcement — and more like care.

That’s how healthy communities grow. 🌸

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