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COMMENT MODERATION & SOCIAL MEDIA
http://www.flickr.com/photos/mararie/8238647044/
Hi, I’m GregSenior community manager at Quiip !Currently based in:
Brisbane Hong Kong Vancouver Calgary London Reykjavík Austin
What are we talking about today?
Dealing with comments!
:-O
Positive ones, too!
:-)
Dealing with comments on social media
Why is it important to moderate?
Moderation strategies
Why is it important to moderate?
RISKS
http://www.flickr.com/photos/tambako/4598642399/
BE RISK PREPARED NOT RISK ADVERSE
Three types of risk
1. Legal risks
2. User risks
3. Reputation risks
LEGAL RISKS
http://www.flickr.com/photos/60588258@N00/3293465641/
Examples of legal risks
Defamation
Discrimination
Harassment / bullying
Contempt of court
IP/Copyright infringement
USER RISKS
http://www.flickr.com/photos/42941459@N00/6140660504/
Examples of user risks
Online bullying
Defamation
Offensive imagery / content / profanity
Abusive / aggressive language
Mental health issues, e.g. self-harm & suicide risks
Child at risk of harm
Exposure of publicly-identifiable information (PII)
Predatory / grooming behaviour
REPUTATION RISKS
http://www.flickr.com/photos/mararie/8238647044/
Examples of reputation risks
Defamation
Public relations issues
Criticism of services
Identification and/or harassment of individual employees/representatives
Leaking of confidential information
Inappropriate comments made by internal employees
Pre-meditated attacks from opponents/competitors ("sock puppeting")
False or misleading statements about an opponent/competitor's services ("astroturfing")
That’s a lot of risk!
“Maybe we shouldn’t allow comments…”
but…
They can make a difference.
How do we keep the good while reducing the bad?
Dealing with comments on social media
Why is it important to moderate?
Moderation strategies
✓
!
Moderation strategies
What’s a moderation strategy?
MODERATION STRATEGY
Moderation guidelines (house rules)
Terms of Use (maybe)
Moderation schedule
Response matrix & content classification
Moderation process
Escalation chart
Moderation Guidelines
Tips for Mod GuidelinesEncourage high quality participation and discourage low quality participation
Be clear on what is unacceptable
Provide a little wiggle room on contentious issues
Clearly state what happens when the guidelines are violated
Where is the line between simply removing non-permissible content and banning the user?
Terms of Use
Moderation Schedule
Moderation Schedule Considerations
Will you be moderating 24/7?
What are your community’s peak times?
Is the community stimulated by your activity?
Are members notified about new content?
How long is too long for non-permissible content?
How will you handle “after hours” activity?
Response Matrix
Content Classification+
Response Matrix + Content Classification
Perpetually evolving document
Organises user content into groups
Establishes a consistent voice for responses
Content classifications make escalation easier
Moderation Process
Moderation Process
Your how-to document
Steps for handling non-permissible content
Reporting requirements for moderation
PRO
TIPKeep a record of everything!
Escalation Chart
Escalation Chart
“This is above my pay grade — what do I do?”
Who is responsible?
What do they do?
Who should be notified?
What’s our Plan B? Plan C?
Moderation guidelines (house rules)
Terms of Use (maybe)
Moderation schedule
Response matrix & content classification
Moderation process
Escalation chart
In summary…
Your team
Who’s on your team?
Not easily offended
Can remain objective
Stable under high pressure
Legally sound(if working with kids, consider a Working With Children Check (Australia))
Consider professional support
THANK YOU & GOOD LUCK!
