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Support Community Managers to Create a Strong Online Community

Here are some recommendations for how associations can offer support

Keeping an eye on conversations and content in online communities is not for the faint of heart. Content moderators for various social media platforms have reported experiencing burnout, as well as emotional and psychological trauma from reviewing the darker side of the internet.

Although Tirza Austin, senior manager, online community, at the American Society of Civil Engineers (ASCE), may not need to censor disturbing images, she does need to be online and available nearly 24/7 for platform users.

“When I started at ASCE, I felt that every member should get a response to submissions within 24 hours,” Austin said. “That approach really wore me down.” 

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