Q: What’s the deal with content moderation?
A: The study and following of user-generated content (UGC), such as reviews, forums, social media engagement, and videos, is referred to as content moderation. Types of moderation include pre-moderation, post-moderation, and reactive moderation. Each encompasses a stage where user content is reviewed by moderators who decide if said content should be removed based on the rules and regulations set up to protect the brand and consumers.
Q: Why’s it so important to my brand?
A: Consumers that use your website will create content that’s a threat to your brand. There can be trademark violations, security risks, threats, scams, stalking, and illegal activity. Sometimes, things like a profanity filter for UGC content may be the best option. Moderation gives you an opportunity to protect consumers and reputation. It allows you to review visitor interactions, giving you a greater understanding of how to manage your site. For instance, moderation can show how (i) consumers lean more and more towards trusting other consumers as opposed to brands, and (ii) engagement has the likelihood of increasing word-of-mouth by a factor of two.
Q: What exactly does content moderators do?
A: Content moderators analyze reviews, chats, comments, posts, and apply the website’s rules and guidelines to the materials to see if the brand’s being exposed negatively.
There are two types of moderators, human and automated. Manual, or human, moderation protects the brand and website users by finding material that could be illegal, fraudulent, inappropriate, harmful. In general, human moderators act after content is submitted, but before it is posted.
Automated moderation scans all UGC and accepts, refuses, or sends them for manual moderation using the same rules and guidelines. This ensures qualitative content can be seen immediately while making sure visitors are safe.
Q: Can content moderation give me a better understanding of how to interact with consumers?
A: Moderation shows you how your visitors feel. Opinion mining, or sentiment analysis, studies feedback, reviews, and comments. It turns consumer reactions into insights. You get data for fine-tuning marketing strategy. Social listening lets you analyze, track, and respond to social media conversations. You’ll know how consumers are reacting to your messaging through research of mentions, interactions, and keywords.
Q: Why would I outsource content moderation?
A: The technical expertise needed for community management requires a deft team of pros. Reducing exposure and aligning consumers with your mission, as well as being provided with info that can drive data decisions about products and services, will be invaluable.
Q: Anything else I should know?
A: With content moderation, you not only protect visitors from harmful content, but you also discover what your visitors think, giving you a greater chance of targeting the right sentiments with your marketing campaigns. Brands that want to sustain their reputation while letting consumers openly use their website will find content moderation improves platform performance in every way.