Embracing Neurodiversity in Community Management
We’re getting progressively better at our shared efforts to build more inclusive and representative communities (and community teams). Yet the conversation around neurodiversity in community management is often under-explored and under-represented.
This was the focus of our recent panel discussion "Neurospicy Moderation: Working with Neurodiverse Users," at the All Things in Moderation 2024 global conference, hosted by Australian Community Managers.
Our experts:
Our panelists brought a combination of extensive professional knowledge and lived experience:
Danielle Scherwin: A veteran community manager with over 15 years of experience, Danielle is a neurodivergent professional who emphasises user voice and risk management in her moderation work.
Emilia Bell: A community managers, academic librarian, PhD candidate, and co-founder of the Association of Neurodivergent and Disabled GLAMR Professionals in Australia, Emilia advocates for inclusive spaces in professional settings.
Nephthys Nile: With a rich background in digital and social media, Nephthys is the lead community admin for Dungeons and Dragons Australia, managing a diverse community of over 10,000 members with a significant number of neurodivergent members and moderators.
Myths & Misunderstandings
A key theme of the discussion was debunking common myths and misconceptions about neurodiversity.
Danielle highlighted the misconception that autistic people are bad at communication. In reality, many neurodivergent individuals excel at communication due to their extensive learning and adaptation.
Nephthys shared their journey of turning perceived weaknesses into strengths, advocating for more neurodivergent people in leadership roles due to their unique perspectives and skills.
Emilia emphasised the need for recognition of neurodivergent leadership within community spaces.
They pointed out that neurodivergent individuals often bring empathy, understanding, and detailed attention to community management roles, challenging the stigma that they lack people skills.
Creating Inclusive Online Spaces
The panelists shared practical strategies for creating online communities that are accomodating and inclusive to neurodivergent users.
Nephthys discussed the importance of cross-platform engagement, allowing community members to choose their preferred mode of communication. This approach not only respects individual preferences but also leverages the strengths of various platforms to enhance community interaction and support.
Emilia stressed the need for flexibility in communication, providing options for members to participate in ways that suit them best, whether through text, video, or audio. They also highlighted the importance of understanding and accommodating different sensory and communication needs, and having upfront conversations about these. For example, neurodivergent people can ‘listen’ differently - you might think a user isn’t engaging, when they are in fact engaging in their own way.
Danielle underscored the importance of creating spaces where neurodivergent individuals feel safe to disclose their needs (if they choose), without fear of stigma or negative consequences. Many people with autism and ADHD for example, engage in masking behaviours to feel safe at work or in other social situations.
Training for community managers and moderators can help them recognise and address the diverse ways neurodivergent individuals might engage with online spaces, and support users or community members in unmasking and feeling safe.
Harnessing Neurodivergent Skills
The discussion celebrated the unique skillsets and perspectives that neurodivergent individuals bring to community management and moderation, including:
Pattern recognition: Danielle and Nephthys both highlighted how their ability to recognise patterns helps them anticipate issues and manage communities effectively. Danielle mentioned how this skill lets her sometimes foresee community conflicts before they escalate, allowing her to take preemptive action.
Empathy and detailed attention: Emilia shared how her empathy and attention to detail enable her to create supportive and inclusive community environments. This empathy allows for a better understanding of members' needs and more tailored support.
Danielle likened her skills to a superpower - finding this both empowering, and a way to help others understand that her neurodiversity isn’t a shortcoming, but instead creates opportunities.
It’s important to note that not everyone will identify with the word ‘superpower‘ (some might find it distancing or ‘othering’). When working with and for neurodiverse users, be sure to check in around how they see themselves and prefer to be described - itself a respectful and empowering gesture.
Practical Takeaways
Here are some practical takeaways from our discussion that can help community managers and moderators create more inclusive environments for neurodivergent members:
Inclusive communication: Use clear and direct language, minimise the use of sarcasm, and consider providing multiple forms of communication to cater to different needs (e.g., text, video, audio). If using humour and sarcasm, include examples (perhaps create a fun shared glossary) and remember to be explicit where possible.
Flexibility and options: Offer flexibility in participation, such as allowing members to have their cameras off during video calls or to participate via chat. This can reduce anxiety and make the environment more accessible. Everyone has unique styles and preferred modes of engagement. Know your people, and if you’re unsure, ask.
Training and awareness: Invest in neurodiversity training for community managers and moderators. Understanding the unique challenges and strengths of neurodivergent individuals can foster a more inclusive and supportive community, including your ability to tap these users as moderators or community leaders.
Iterative rule-making: Engage community members in creating and refining community guidelines and governance. This inclusive approach ensures that rules are relevant and respectful of all members' needs. The more users can feel part of the constitutionalising efforts of your space, the more they’re likely to trust that they belong, and invest in its shared success.
Recognition of intersectionality: Be aware of the multiple dimensions of diversity within your community. Members may face challenges related to not only neurodiversity but also other factors such as disability, race, gender or socio-economic status. When designing social, cultural or technical systems within your communities, consider these multiple factors - and talk to real users as much as you can to build your understanding.
The panel also touched on broader challenges, such as the high rates of underemployment among neurodivergent individuals. Neurodiversity training in workplaces can help reduce stigma and improve employment outcomes.
What next?
The panel concluded with a call to action for community managers and organisations to actively include neurodivergent voices in policy and decision-making processes within communities - and beyond.
By embracing neurodiversity, we can create richer, more inclusive communities that recognise and harness the unique strengths of all members.
More insights and resources on creating inclusive communities:
All Things in Moderation ran online 16-17 May 2024 and featured over 25 expert contributors from around the world and across practitioner, academic and policy disciplines.
The conference will be back in 2025 - stay tuned for early bird ticket updates!
