Community

community

Run the community like a product with a job, not a vanity chat room. The space — a Discord server, a Telegram group+channel, a Circle — is the product. Onboarding is activation, rituals are the feature, moderation is reliability, and one north-star metric tied to your purpose is the only number that matters. A room with 5,000 silent members is a failed product, not a big one. Design the system around the conversation, not the conversation itself.

When NOT to use — route instead

You own the persistent, two-way space and its ongoing operating rhythm. The boundary that bites most: retention keeps buyers of a product from churning; you keep members of a shared space active and contributing. They rhyme (cohorts, re-activation) but the subject differs — a SaaS seat vs a Discord membership.

Step 0 — Purpose & north-star gate

Do not design a single channel until you have (a) a one-line purpose and (b) one business metric tied to it. Why: a community without a job becomes a dead chat — there is no signal to design toward, so you sprawl channels and beg for activity. This is the most common cause of graveyards.

If either is missing, STOP and ask one focused batch, then proceed:

1. In one sentence, what is this community for — and for whom?
2. What single business outcome does it move? (support deflection, retention uplift, expansion revenue, qualified referrals — pick ONE)

Bad → Good:

Bad:  "Set up a Discord for our users." → 14 channels, no purpose, silent in 3 weeks.
Good: Purpose = "where indie game-devs trade WIP feedback so free players become paying supporters."
      North-star = monthly free→supporter conversions sourced from the server.

Everything below is derived from those two lines. If a channel, ritual, or metric does not serve the purpose or move the north-star, cut it.

Pick the platform — decision table

Decision rules (pick the purpose, not the logo):

• Need persistent real-time conversation and free? → Discord. It is the deepest moderation toolset and the strongest two-way default.
• Audience lives on mobile and you broadcast a lot? → Telegram, run the hybrid: a channel for announcements + a linked group for discussion. This is the 2026 standard; a bare group has no broadcast lane and a bare channel has no conversation.
• You are charging for membership and bundling courses/events? → Circle. But see the anti-pattern: do not monetize before activation works.

Per-platform setup depth (AutoMod filters, verification levels, anti-spam tiers, plan ladder) is in references/platform-playbooks.md.

Structure & onboarding = activation

Keep the structure minimal. Why: empty channels signal a dead room; people pattern-match "nobody's here" and leave. Start with the fewest channels the purpose needs (often 4–6: welcome/rules, intros, one core topic, help, off-topic, announcements) and split a channel only when an existing one is demonstrably overflowing.

The onboarding path is an activation funnel. Drive every new member to a first meaningful action through a short, gated path:

1. Role-on-join — pick a role/interest, which personalizes which channels they see. Why: a tailored, smaller room feels alive; the firehose feels dead.
2. Rules/membership gate — on Discord, Rules Screening / Membership Screening blocks talking and DMs until rules are acknowledged. Why: it stops drive-by spam and forces a first deliberate click.
3. Intro with a prompt — not "introduce yourself" (blank-page freeze) but a 3-field prompt. Why: prompted intros get answered; open ones get skipped.
4. Point to where-to-ask — one obvious channel for "I need help." Why: time-to-first-response is a core health metric and it starts here.

Bad → Good intro channel:

Bad:  #introductions — "Say hi and introduce yourself!"  → blank-page paralysis, 4% post.
Good: #introductions — pinned prompt: "(1) what you're building, (2) what you're stuck on,
       (3) one thing you can help others with." → reply with the right role-ping. Activation jumps.

Moderation — the 3-layer stack

Moderation is reliability. The canonical stack is native → bot → human, and you scale layers by size, never skip the native layer.

1. Native — Discord AutoMod (one Commonly-Flagged-Words preset rule + up to 6 custom keyword rules, each filter holding up to 1,000 terms, plus a mention-spam cap configurable up to 50 unique mentions/message) and an explicit verification level (Medium = verified email + 5-min-on-server before talking). Telegram: native ML anti-spam kicks in for groups >200 members (with an "Aggressive" auto-delete mode); for ≤30 messages/hour, slow-mode alone is the right zero-setup control; add a CAPTCHA-on-join gate (button/math/question, e.g. Shieldy) as the raid wall.
2. Bot — a specialized moderation bot for raid detection, scam-link filtering, and audit logs.
3. Human — named mods, an escalation path, and a written ban policy.

Size-tiered config (Discord, per Discord's own size guidance):

Incident + ban policy (write these down before you need them):

• Ban policy is a rubric, not a mood — define warn → mute → kick → ban thresholds and what triggers each. Why: inconsistent bans destroy trust faster than the spam did.
• Raid runbook — who flips lockdown (slow-mode + raise verification + pause invites), who triages, where it is logged.
• Scam-DM stance — pin a "we will never DM you first" notice; AutoMod-flag known scam phrases.

Filter specifics, verification levels, and bot picks by tier live in references/platform-playbooks.md.