Governance is the overall framework that describes how a community is managed.
Most communities have some form of Terms and Conditions or Guidelines.
These are the member-facing policies within governance, but often, they are the only written component.
Without clearly defining how potential violations should be handled, responses may differ based on who is making the decision, how many cups of coffee they have had that morning, or differences in personal judgement. Over time, that inconsistency can cause member confusion and eventually may erode trust.
So where else do we need written processes?
Just like we want to make sure our customers understand what is expected of them, we need to do the same for internal processes and moderation.
