---
title: Cross-Platform Coordination Training for Staff
---

**ESSENTIAL TRAINING FOR MULTI-PLATFORM TEAM MEMBERS**

## 1. INTRODUCTION AND SCOPE

### 1.1. Purpose and Importance

This training provides guidance for Team members who work across multiple platforms within our community ecosystem. Cross-platform coordination is essential for creating a cohesive community experience whilst respecting the unique characteristics and requirements of each platform.

### 1.2. Multi-Platform Community Structure

Our community operates across various platforms including:

**(a)** **Discord Servers**: Real-time communication, voice chat, gaming coordination;

**(b)** **Code Repositories**: Development collaboration, issue tracking, contributions;

**(c)** **Social Media**: Community outreach, updates, public engagement;

**(d)** **Game Platforms**: MMOs, gaming communities, virtual events;

**(e)** **Documentation Sites**: Knowledge bases, policies, guides;

**(f)** **Support Forum**: Structured support requests, bug reports, feature requests at support.nhcarrigan.com;

**(g)** **Other Platforms**: Emerging technologies and specialised tools.

### 1.3. Integration with Existing Policies

This training operates within our policy framework:

**(a)** **Staff Handbook**: General responsibilities and cross-platform eligibility;

**(b)** **Community Code of Conduct**: Universal behavioural standards across platforms;

**(c)** **Content and Moderation Policy**: Consistent enforcement procedures;

**(d)** **Community Leadership and Governance Policy**: Coordination structures and accountability.

## 2. FUNDAMENTAL PRINCIPLES OF CROSS-PLATFORM COORDINATION

### 2.1. Unity of Mission and Values

**Core Principle**: While platforms may have different features and cultures, our fundamental mission and values remain constant across all spaces.

**Consistent Elements:**
- Commitment to inclusivity and social justice
- Safe spaces for marginalised community members
- Environmental sustainability considerations
- Professional service standards
- Transparency and accountability
- Community-driven democratic participation

### 2.2. Platform-Adaptive Implementation

**Flexible Application**: While values remain constant, the specific implementation may vary based on platform capabilities and community expectations.

**Examples:**
- **Discord**: Real-time moderation with immediate response capabilities
- **Code Repositories**: Technical focus with professional communication standards
- **Social Media**: Public-facing brand representation with broader audience considerations

### 2.3. Consistent User Experience

**User Expectation**: Community members should feel they're interacting with the same organisation regardless of platform, whilst experiencing platform-appropriate features and workflows.

## 3. UNDERSTANDING PLATFORM-SPECIFIC CHARACTERISTICS

### 3.1. Discord Servers

#### 3.1.1. Unique Characteristics
- Real-time synchronous communication
- Voice and video capabilities
- Rich media sharing and reactions
- Gaming integration and activity tracking
- Hierarchical role and permission systems

#### 3.1.2. Moderation Considerations
- **Speed Requirements**: Immediate response often necessary
- **Context Loss**: Messages can scroll quickly, losing context
- **Voice Moderation**: Real-time voice chat requires different skills
- **Emoji and Reaction Management**: Visual communication elements
- **Bot Integration**: Automated tools and custom commands

#### 3.1.3. Community Culture
- Casual, conversational tone often appropriate
- Quick back-and-forth discussions
- Gaming culture integration
- Meme and humour sharing common
- Real-time community events and activities

### 3.2. Code Repositories

#### 3.2.1. Unique Characteristics
- Technical development focus
- Version control and collaboration workflows
- Issue tracking and project management
- Code review and quality assurance processes
- Documentation and technical writing

#### 3.2.2. Moderation Considerations
- **Technical Accuracy**: Focus on correctness and best practices
- **Professional Standards**: High expectations for communication quality
- **Intellectual Property**: Copyright and licensing considerations
- **Contribution Guidelines**: Specific workflow and process requirements
- **Code of Conduct**: Technical community behavioural standards

#### 3.2.3. Community Culture
- Professional, technical communication
- Constructive feedback and collaboration
- Learning and skill development focus
- Open source values and practices
- Quality and excellence standards

### 3.3. Gaming Platforms

#### 3.3.1. Unique Characteristics
- Game-specific contexts and terminology
- Real-time coordination and strategy
- Achievement and progression systems
- Competitive and cooperative elements
- Virtual world social dynamics

#### 3.3.2. Moderation Considerations
- **Game-Specific Rules**: Understanding in-game behaviour standards
- **Performance Pressure**: Dealing with competitive stress
- **Time-Sensitive Coordination**: Event and activity scheduling
- **Cross-Platform Gaming**: Integration with external gaming services
- **Virtual Asset Management**: In-game resources and shared assets

#### 3.3.3. Community Culture
- Gaming-focused communication
- Strategy and coordination discussions
- Achievement celebration and recognition
- Competitive and cooperative balance
- Fun and entertainment emphasis

### 3.4. Support Forum

#### 3.4.1. Unique Characteristics
- Structured, categorised support system
- Asynchronous, persistent discussions
- Searchable knowledge base functionality
- Topic-based organisation and threading
- Solution marking and resolution tracking

#### 3.4.2. Moderation Considerations
- **Category Management**: Ensure posts are in appropriate categories
- **Thread Organisation**: Maintain clear, searchable thread titles
- **Solution Tracking**: Mark resolved issues for future reference
- **Privacy Protection**: Redact sensitive information from public posts
- **Knowledge Curation**: Build searchable solutions database

#### 3.4.3. Community Culture
- Professional, solution-focused communication
- Detailed problem descriptions and responses
- Knowledge sharing and documentation emphasis
- Patient, thorough assistance approach
- Long-form, comprehensive discussions

## 4. COORDINATION STRATEGIES AND BEST PRACTICES

### 4.1. Information Sharing Across Platforms

#### 4.1.1. Critical Information Distribution

**Important Updates Must Be Shared:**
- Policy changes affecting all community members
- Safety alerts or security concerns
- Major community events and announcements
- Leadership changes or organisational updates
- Platform-specific outages or technical issues

**Distribution Strategy:**
1. **Primary Announcement**: Choose most appropriate platform for detailed announcement
2. **Cross-Post Summaries**: Share key points on other platforms
3. **Platform-Specific Adaptation**: Adjust format and tone for each platform
4. **Follow-Up**: Monitor for questions and provide clarification across platforms

#### 4.1.2. Avoiding Information Silos

**Prevent Fragmentation:**
- Don't assume information shared on one platform reaches all members
- Use cross-references to connect related discussions across platforms
- Create summary posts for major discussions happening on other platforms
- Maintain central documentation that all platforms can reference

### 4.2. Consistent Enforcement Standards

#### 4.2.1. Universal Policy Application

**Non-Negotiable Standards:**
- Community Code of Conduct applies everywhere
- Inclusivity and anti-oppression principles
- Privacy and safety protections
- Intellectual property respect
- Crisis response protocols

**Platform-Specific Adaptations:**
- Response timeframes may vary based on platform capabilities
- Documentation methods adapted to platform features
- Appeal processes may use platform-appropriate mechanisms
- Escalation paths adapted to platform structures

#### 4.2.2. Coordination with Other Moderators

**Communication Requirements:**
- Share significant moderation actions across platforms
- Coordinate on users who participate across multiple platforms
- Discuss pattern recognition and concerning behaviours
- Align on interpretation of edge cases and policy applications

**Tools and Processes:**
- Use staff communication channels for cross-platform coordination
- Document actions in central systems when possible
- Share expertise and platform-specific knowledge with team
- Participate in regular coordination meetings and updates

### 4.3. User Experience Consistency

#### 4.3.1. Brand and Voice Consistency

**Consistent Elements:**
- Professional, respectful tone across platforms
- Clear commitment to inclusive values
- Responsive and helpful approach to user needs
- Transparency in decision-making and processes

**Platform Adaptations:**
- Adjust formality level to platform norms
- Use platform-specific features appropriately
- Respect platform culture whilst maintaining standards
- Adapt communication style to audience expectations

#### 4.3.2. Cross-Platform User Support

**Seamless Support Experience:**
- Help users find appropriate platform for their needs
- Provide consistent information regardless of where they ask
- Follow up across platforms when necessary
- Connect users with relevant resources on other platforms

## 5. TECHNICAL COORDINATION TOOLS AND SYSTEMS

### 5.1. Communication Systems

#### 5.1.1. Staff Coordination Channels

**Primary Channels:**
- **Staff Discord**: Real-time coordination and urgent communications
- **Direct Messages**: Private coordination between specific team members
- **Email**: Formal communications and external coordination

#### 5.1.2. Information Management

**Centralised Resources:**
- **Documentation Wiki**: Central knowledge base and policy documentation
- **Staff Handbook**: Role expectations and procedures
- **Resource Lists**: Updated contact information, escalation procedures
- **Platform-Specific Guides**: Detailed instructions for each platform

### 5.2. Moderation and Documentation Tools

#### 5.2.1. Cross-Platform Documentation

**Hikari**: Our transparency system at [hikari.nhcarrigan.com/sanctions](https://hikari.nhcarrigan.com/sanctions)
- Log actions across all platforms consistently
- Maintain user records across platform boundaries
- Track patterns and escalation history
- Generate reports for accountability and analysis

#### 5.2.2. Escalation and Alert Systems

**Notification Protocols:**
- **Crisis Alerts**: Immediate notification across all relevant platforms
- **Policy Violations**: Coordinated response for serious infractions
- **User Concerns**: Share information about users active on multiple platforms
- **Technical Issues**: Platform outages or system problems

### 5.3. Integration and Automation

#### 5.3.1. Cross-Platform Integrations

**Available Integrations:**
- **Repository Notifications**: Development updates in community channels
- **Social Media Coordination**: Consistent messaging across public channels
- **Event Synchronization**: Calendar integration across platforms

#### 5.3.2. Automation Considerations

**Appropriate Automation:**
- Routine announcements and updates
- Basic information sharing and cross-posting
- Notification systems for staff coordination
- Data synchronization between platforms

**Human Oversight Required:**
- Nuanced moderation decisions
- Crisis response and sensitive situations
- Community relationship management
- Complex problem-solving and support

## 6. PLATFORM-SPECIFIC STAFF RESPONSIBILITIES

### 6.1. Discord-Specific Responsibilities

#### 6.1.1. Real-Time Moderation
- Monitor active channels during peak hours
- Respond quickly to reports and urgent situations
- Manage voice chat moderation and coordination
- Handle real-time community events and activities

#### 6.1.2. Discord Tools and Features
- **Bot Commands**: Understand and use moderation bot capabilities
- **Role Management**: Assign and manage user roles and permissions
- **Channel Management**: Create, modify, and organise channels as needed
- **Server Settings**: Understand security and moderation settings

### 6.2. Repository-Specific Responsibilities

#### 6.2.1. Technical Moderation
- Review contributions for quality and standards
- Moderate technical discussions and code reviews
- Enforce coding standards and best practices
- Support contributor onboarding and development

#### 6.2.2. Development Tools
- **Issue Management**: Track, prioritise, and organise development tasks
- **Pull Request Review**: Evaluate and approve code contributions
- **Documentation**: Maintain technical documentation and guides
- **Community Building**: Foster inclusive development community

### 6.3. Social Media Responsibilities

#### 6.3.1. Public Representation
- Maintain professional brand representation
- Respond to public inquiries and comments
- Share community updates and achievements
- Monitor for brand mentions and community discussions

#### 6.3.2. Community Outreach
- **Content Creation**: Develop engaging social media content
- **Community Engagement**: Interact with broader tech and gaming communities
- **Crisis Communication**: Handle public relations during difficult situations
- **Growth Strategies**: Support community growth and member acquisition

### 6.4. Support Forum Responsibilities

#### 6.4.1. Thread Management
- Monitor new posts and ensure proper categorisation
- Merge duplicate threads while preserving context
- Mark solutions when issues are resolved
- Pin important announcements and guides
- Archive outdated or resolved discussions

#### 6.4.2. Knowledge Base Development
- **Content Curation**: Build comprehensive solution documentation
- **FAQ Maintenance**: Update frequently asked questions regularly
- **Category Organisation**: Maintain logical, searchable structure
- **Cross-Reference**: Link related topics and solutions
- **Quality Control**: Ensure accuracy of technical information

## 7. COORDINATION CHALLENGES AND SOLUTIONS

### 7.1. Common Coordination Problems

#### 7.1.1. Information Fragmentation
**Problem**: Important information gets lost between platforms or becomes platform-specific

**Solutions:**
- Create central documentation that all platforms reference
- Establish clear information distribution protocols
- Use cross-platform announcement systems
- Regular staff coordination meetings to share updates

#### 7.1.2. Inconsistent Enforcement
**Problem**: Different standards applied on different platforms leading to user confusion

**Solutions:**
- Regular policy review and alignment sessions
- Clear documentation of platform-specific adaptations
- Staff consultation processes for difficult decisions
- Consistent training and calibration exercises

#### 7.1.3. Staff Burnout
**Problem**: Managing multiple platforms creates excessive workload and stress

**Solutions:**
- Reasonable workload distribution and rotation
- Specialisation with cross-training for coverage
- Clear boundaries and scope definitions
- Support systems and wellness programmes

#### 7.1.4. User Experience Confusion
**Problem**: Users don't understand which platform to use for different needs

**Solutions:**
- Clear platform purpose documentation
- Consistent messaging about platform functions
- Cross-platform guidance and redirection
- User education and onboarding programmes

### 7.2. Conflict Resolution Across Platforms

#### 7.2.1. Cross-Platform Disputes
**When conflicts involve multiple platforms:**

1. **Assess Scope**: Determine which platforms are involved and affected
2. **Coordinate Response**: Ensure consistent messaging across platforms
3. **Central Documentation**: Maintain single source of truth for decisions
4. **Follow-Up**: Monitor resolution across all affected platforms

#### 7.2.2. Platform-Specific Limitations
**When platform capabilities limit response options:**

1. **Work Within Constraints**: Use available tools effectively
2. **Cross-Platform Solutions**: Use other platforms to supplement capabilities
3. **Escalation**: Move to more capable platform when necessary
4. **Documentation**: Record limitations and workarounds for future reference

## 8. ADVANCED COORDINATION SCENARIOS

### 8.1. Crisis Management Across Platforms

#### 8.1.1. Multi-Platform Crisis Response

**Coordinated Crisis Protocol:**
1. **Immediate Assessment**: Determine scope and platforms affected
2. **Alert Network**: Notify all relevant staff across platforms simultaneously
3. **Consistent Messaging**: Coordinate response messages and actions
4. **Resource Mobilization**: Deploy appropriate staff to each platform
5. **Documentation**: Maintain central crisis log and decision tracking
6. **Recovery Coordination**: Ensure consistent follow-up across platforms

#### 8.1.2. Platform-Specific Crisis Adaptations

**Discord Crisis Response:**
- Immediate voice/text channel moderation
- Real-time coordination with other staff
- Quick community communications and updates
- Voice chat crisis intervention if needed

**Repository Crisis Response:**
- Technical issue assessment and response
- Code security and integrity protection
- Contributor communication and coordination
- Development process continuity

### 8.2. Large-Scale Community Events

#### 8.2.1. Multi-Platform Event Coordination

**Planning Phase:**
- **Platform Assessment**: Determine which platforms will be involved
- **Staff Assignment**: Assign platform-specific and coordination staff
- **Resource Preparation**: Prepare platform-specific materials and tools
- **Communication Plan**: Establish clear communication protocols

**Execution Phase:**
- **Real-Time Coordination**: Maintain communication between platforms
- **Issue Response**: Handle problems consistently across platforms
- **Community Support**: Provide assistance and guidance across platforms
- **Documentation**: Track event progress and outcomes

**Follow-Up Phase:**
- **Community Feedback**: Gather input from all platforms
- **Performance Review**: Assess coordination effectiveness
- **Documentation Update**: Record lessons learned and improvements
- **Planning Enhancement**: Improve processes for future events

### 8.3. Policy Implementation Across Platforms

#### 8.3.1. New Policy Rollout

**Coordinated Implementation:**
1. **Policy Development**: Create core policy with platform-specific adaptations
2. **Staff Training**: Ensure all cross-platform staff understand new requirements
3. **Communication Strategy**: Plan announcement and education across platforms
4. **Implementation Timeline**: Coordinate rollout timing across platforms
5. **Monitoring**: Track implementation consistency and effectiveness
6. **Adjustment**: Make coordinated adjustments based on early feedback

## 9. PERFORMANCE METRICS AND EVALUATION

### 9.1. Cross-Platform Effectiveness Metrics

#### 9.1.1. Coordination Quality Indicators

**Consistency Metrics:**
- Policy enforcement alignment across platforms
- Response time consistency for similar issues
- User satisfaction with cross-platform experience
- Staff coordination effectiveness ratings

**Efficiency Metrics:**
- Information distribution speed and accuracy
- Cross-platform problem resolution time
- Resource utilisation across platforms
- Duplicate work reduction achievements

#### 9.1.2. Community Impact Assessment

**User Experience Metrics:**
- Cross-platform user retention and engagement
- Platform navigation and utilisation patterns
- User support satisfaction across platforms
- Community growth and participation metrics

### 9.2. Continuous Improvement Process

#### 9.2.1. Regular Review Cycles

**Monthly Reviews:**
- Cross-platform coordination challenges and successes
- User feedback and experience improvements
- Staff coordination effectiveness and support needs
- Platform-specific adaptation requirements

**Quarterly Assessments:**
- Comprehensive policy consistency evaluation
- Cross-platform event and initiative effectiveness
- Staff training and development needs assessment
- Technology and tool effectiveness review

#### 9.2.2. Feedback Integration

**Community Input:**
- Regular surveys about cross-platform experience
- Focus groups with active multi-platform users
- Feedback analysis and trend identification
- Implementation of user-suggested improvements

**Staff Input:**
- Regular coordination team meetings and feedback sessions
- Cross-platform challenge identification and solution development
- Best practice sharing and knowledge transfer
- Professional development and training requests

## 10. PRACTICE SCENARIOS AND TRAINING EXERCISES

### 10.1. Scenario 1: Cross-Platform Crisis Coordination

**Situation**: A crisis situation occurs that affects multiple platforms simultaneously. The crisis involves a safety threat that's being discussed across Discord and social media. Information is spreading rapidly and inconsistently across platforms.

**Your Response:**
1. How do you coordinate response across all platforms?
2. How do you ensure consistent messaging?
3. How do you share information appropriately between platforms?
4. How do you prevent misinformation from spreading?
5. How do you coordinate with platform-specific staff?
6. How do you ensure comprehensive response?

**Correct Answer**: Coordinate immediately with all platform teams, ensure consistent messaging across platforms, share information appropriately whilst respecting platform contexts, prevent misinformation through coordinated communication, work closely with platform-specific staff, ensure comprehensive response that addresses crisis on all platforms.

### 10.2. Scenario 2: Policy Inconsistency Report

**Situation**: A community member reports that the same behaviour resulted in different moderation actions on different platforms. They received a warning on Discord but were banned on another platform for the same behaviour. They're confused and feel the moderation is inconsistent.

**Your Response:**
1. How do you investigate this inconsistency?
2. How do you determine if different actions were appropriate?
3. How do you address the community member's concern?
4. How do you ensure consistency going forward?
5. How do you coordinate policy application across platforms?
6. How do you communicate about platform-specific considerations?

**Correct Answer**: Investigate both actions, assess if platform-specific context justified different actions, address community member concern transparently, ensure consistent policy application whilst recognising valid platform differences, coordinate policy application across platforms, communicate clearly about consistency and platform considerations.

### 10.3. Scenario 3: Cross-Platform Event Coordination

**Situation**: The community is planning a major event that will happen across multiple platforms simultaneously. The event involves Discord voice channels, social media promotion, and GitHub collaboration. Coordination is complex and requires seamless experience.

**Your Response:**
1. How do you coordinate event logistics across platforms?
2. How do you ensure consistent experience?
3. How do you manage communication across platforms?
4. How do you handle technical issues on different platforms?
5. How do you coordinate staff support?
6. How do you ensure event success across all platforms?

**Correct Answer**: Plan event logistics comprehensively, coordinate with all platform teams, ensure consistent experience and messaging, manage communication channels effectively, prepare for technical issues, coordinate staff support across platforms, monitor event across all platforms, ensure seamless experience.

## 11. TRAINING REQUIREMENTS

This training document is part of the comprehensive mandatory training curriculum. For complete information about initial onboarding requirements, annual review requirements, training confirmation submission, and compliance policies, see [Mandatory Training Requirements](/staff/handbook#81-mandatory-training-requirements) in the Staff Handbook.

**Key Points:**
- This document must be reviewed during initial onboarding and annually thereafter
- Training confirmation must be submitted at [forms.nhcarrigan.com](https://forms.nhcarrigan.com)
- Failure to complete annual training review will result in dismissal from staff positions
- All training completions are documented in staff records for accountability, legal compliance, and quality assurance
- 360-degree feedback from community members and staff across platforms
- Cross-platform initiative leadership and success evaluation
- Crisis response and complex situation management assessment
- Long-term strategic thinking and community building contribution

#### 11.2.2. Continuous Development Requirements

**Ongoing Learning:**
- Monthly platform update training and adaptation
- Regular policy review and alignment sessions
- Cross-platform best practice research and implementation
- Emerging technology evaluation and integration planning

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*This Cross-Platform Coordination Training document is part of our comprehensive staff development programme designed to create seamless community experiences across all platforms. For questions about cross-platform coordination techniques or to report training completion, please contact leadership through designated staff channels.*
