Peer Support Moderator Playbook for an Online Community
Give moderators clear actions for typical situations.
Added October 15, 2026. Written with AI assistance and checked for clarity and placeholders; not reviewed by a lawyer, accountant, clinician or other professional. How these prompts are made
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[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it (what [VERIFY] means).
Write a moderator playbook for [COMMUNITY_NAME]. Typical content and members: [MEMBER_TYPES]. Rules: [COMMUNITY_RULES]. Escalation contacts: [ESCALATION_CONTACTS]. Provide a table of situations with the action, the message to send, and when to escalate: spam, off-topic, personal attacks, sharing private information, requests for help outside scope, posts about serious harm (direct to appropriate emergency or support resources without giving advice), misinformation, a heated dispute between members, and a post criticising the company. Include message templates under 60 words each, a log format for moderation actions, a consistency check (two moderators rate the same five posts), and a monthly review. Add a section on moderator wellbeing and rotation. Mark any policy on safety reporting as [VERIFY] with the platform's rules. Add three worked examples with the original post, the moderator's first reply under 60 words, and the follow-up action: a heated argument between two members, a member posting a phone number, and a complaint about the company that includes a factual error.
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