Karma Control

01 — Project details

The goal was to foster and grow a dedicated Reddit community for passionate end-users, while proactively managing the inevitable conflicts that arise in an open forum. The initiative centered on cultivating trust, transparency, and collaboration, while balancing brand presence with authentic community engagement.

02 — Approach

Transparency. Is. Everything. During a high-traffic and emotionally charged period, the moderation strategy shifted from proactive engagement to deliberate reactivity. Transparency became the cornerstone of communication - ensuring every interaction reflected honesty, accountability, and respect.

03 — Method

Eyes Open

Leveraged Feed Comber to increase moderator visibility across posts and reduce overall response time.

Quick on the Draw

Developed pre-curated responses for known issues to ensure clarity, consistency, and alignment across moderators.

Resolve & De-escalate

Recognizing that users primarily want to be heard, moderators emphasized empathy and solution-drive dialogue. As a result, 93% of issues raised during this period were successfully resolved.

04 — Impact

The outcome was a stronger, more self-regulating community built on mutual respect and trust. By demonstrating genuine responsiveness and transparency, brand credibility increased, and community members organically began to self moderate - transforming conflict into collaboration.

Last but certainly not least, never underestimate adding a bit of levity to the situation. Being able to turn the script and laugh at yourself exhibits an invaluable level of authenticity.