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.
🟢 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.
🟡 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.
🔴 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.
🧭 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.
🌱 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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