What is Content Moderation?
Content Moderation refers to the practice of scanning, identifying, filtering, and/or removing content that may not be in line with community regulations or permissible by a company’s internal voice. This practice usually pertains to online content generated by users and the public on a company’s social pages or websites. Based on pre-determined rules, the content shared on any social site is screened for appropriateness and authenticity before being distributed among general viewers.
The Roles and Responsibilities of a Content Moderator
Acting as a peacekeeper, a guardian to your company’s reputation, and as a communication channel between the audience and the service provider; moderators have a lot riding on their shoulders. The role requires decision-making prowess due to its nature of timely assessment of potentially problematic situations. A content moderator needs to possess constant vigilance, patience, and level-headedness to smartly deal with any crisis online. The responsibilities of a content moderator include but are not limited to:
Only human involvement allows you to read between the lines, which is something often missed by technology, though automatic handling reduces the workload on moderators by almost half.
Why is Content Moderation Important for Your Brand?
On the internet, everyone has an opinion and a free voice, which may sometimes be used negatively. Your social sites should present a safe, clean, on-brand experience to anyone who visits them. In order to keep inappropriate, offensive, or irrelevant content off your social pages, moderation is necessary.
There are 3.96 billion social media users worldwide in 2021 – broadbandsearch.net
Sometimes unmonitored conversations may lead to digital wildfires that spread faster than you can mitigate them, causing long-term harm to your company image. User experience is highly valued in today’s no-contact mobile purchasing world and heavily relied upon for decision-making. Customers write about how your service or product makes them feel, which can either inspire others to follow suit or redirect them somewhere else.
Customer experience will take over as a key differentiator for brands by 2021 – superoffice.com
According to a UGC stats study at tintup.com, 93% of customers consider user-generated content before purchasing a product.
Customer Experience is key to Customer Loyalty. Nowadays, companies use influencers to drive more consumers towards their services because it provides a more personalized touch. Positive word of mouth is a powerful tool that resonates with buyer sentiments. In the same way, negative comments can be detrimental to your brand value with a single bad user experience.