Community Management Crisis Management and Conflict Resolution 2

Question 1

How should a community manager respond to a troll attempting to derail community discussions?

Accepted Answer

Apply community guidelines consistently—warn, then remove if behavior continues—without emotional engagement

Answer

Consistent guideline enforcement without emotional engagement denies trolls the reaction they seek and protects community health.

Question 2

What does 'brigading' mean in online community management?

Accepted Answer

Coordinated mass attacks on a community by outside groups intending to disrupt or manipulate it

Answer

Brigading refers to coordinated external attacks where groups flood a community with hostile or off-topic content to disrupt it.

Question 3

Which action best protects a community during a harassment wave?

Accepted Answer

Temporarily restricting posting, enabling slow mode, and proactively moderating incoming content

Answer

Temporarily restricting posting and enabling slow mode limits the volume of hostile content while moderators work to contain the situation.

Question 4

What is 'post-crisis review' in community management?

Accepted Answer

A retrospective analysis after a crisis to identify what worked, what failed, and how to improve future responses

Answer

A post-crisis review captures lessons learned—what worked and what didn't—so the community and its processes improve after each incident.

Question 5

How should a community manager address a public complaint about a moderator's actions?

Accepted Answer

Investigate impartially, communicate the process to the complainant, and share the outcome transparently

Answer

Impartial investigation and transparent communication rebuild trust and demonstrate that the community is governed fairly.

Community Management Practice Test