Most accounts handle comments by instinct and regret a few. A short written set of rules — one paragraph — saves arguments, protects whoever is on duty and makes your decisions consistent.
What to write down
- 1What you will reply to: questions, thanks, honest criticism.
- 2What you will hide: spam, abuse, anything aimed at a person rather than at your work, and links to scams.
- 3What you will leave visible even though it stings: a fair complaint, a correction you deserve.
- 4What gets passed to a human: threats, legal claims, anything about safety.
Hide, delete or block
- Hiding removes a comment from other people’s view while its author still sees it. It is quiet and reversible, so use it first.
- Deleting is permanent. Keep it for the clearly unacceptable.
- Blocking is for repeat abusers.
Tell people the rules
A pinned comment or a line in the bio — “we hide spam and abuse, we answer questions” — is enough. People accept moderation they were warned about.
Make it work for a team
Put the rules where everyone who answers can see them. In Postgust’s inbox, anyone with access can reply to a comment or hide it, so the same rules apply whoever is on duty.
Review now and then
Once a quarter, read what you hid. If you hid something that was fair criticism, adjust the rule.
Moderation exists to keep the conversation useful, not to keep it flattering.