By James Marcus, Social Media Moderation Manager.
As the digital fundraising landscape grows, so does the complexity of managing online communities. Supporters expect quick responses, safe spaces, transparency, and empathy – all happening publicly, in real time.
At the same time, charities face rising scrutiny, misinformation, sophisticated scams, and higher volumes of vulnerable disclosures in comments sections. Without clear policies, organisations risk reputational damage, regulatory issues, and emotional burnout within their teams.
Here’s how charities can future-proof their social media moderation policy as we approach 2026.
Supporters sometimes share deeply personal struggles, from mental health challenges and bereavement to domestic abuse or financial hardship. Moderators need clarity on what counts as a safeguarding concern, who to escalate it to internally, and what urgent action looks like. Approved signposting language ensures teams can respond promptly and appropriately. Key considerations include:
Misinformation can spread quickly and isn’t always malicious. Charities should outline when moderators should correct or clarify information publicly, when content should be removed, and when concerns should be escalated. Calm, consistent responses help maintain supporter trust and reduce reputational risk.
A safe community is the foundation of trust. Charities should be explicit about unacceptable behaviour and have clear steps for enforcement. This includes, but is not limited to:
Supporters should feel the same level of care no matter who responds. A tone-of-voice guide creates consistency across teams and colleagues, and should cover:
Political discussion and criticism are inevitable in online communities. Policies should explain:
Handled well, criticism can often be a sign of engagement and strengthen trust, rather than erode it.
Scammers are becoming more sophisticated, and busy periods like Giving Tuesday or major appeals can generate huge volumes of comments. Policies should clearly define:
Planning ensures no comment is left unanswered and supporters are protected.
Finally, your charity should define its position on AI and be able to counter it with clear guidance, or know what action to take when it’s spotted.
Supporters sometimes share personal details in comments, so moderators need to know what to remove, when to move conversations to a private DM, and how to store information securely. Equally important is supporting the wellbeing of moderators through:
A supported team will manage their community more effectively and this protects both staff and supporters.
As we move into 2026, charities face AI-generated misinformation, heightened public scrutiny, platform volatility, and growing safeguarding concerns online. Without clear moderation policies, charities risk public backlash, loss of supporter trust, and team burnout. Organisations that thrive will be those that invest in safe, thoughtful community care, before a crisis hits.
Social AF can help charities with their moderation and community management strategies. We provide guidance and frameworks to create communities that feel safe, supported, and truly seen, while protecting the wellbeing of the team behind the scenes.
