Social media is one of the biggest online platforms that people use to share and express their opinions by uploading content, a picture, or even commenting on someone else’s. With the help of social media, people are now easily able to stay informed of current events.
Earlier, people used to stay informed about what’s going on in their surroundings or society by using traditional media such as newspapers, radio, etc. But now, with the rising scope of social media from traditional media, it is becoming very readily possible for a large group of audience to be aware and share their personal views.
Earlier, social media was used by people mainly for connecting with a different group of individuals from other regions or for sharing their opinions, or for even a little bit of show-off about their social life. But now, it is also used by various businesses and organizations to promote their brands and commercial activities to attract and engage with customers.
As discussed above, people can easily and freely upload anything on their accounts on social media or social networking sites that other users can easily see. Taking advantage of this, many people misuse such online platforms by uploading their offensive contents and sharing them with a vast audience.
Here comes controlling of such offensive contents to keep them away from the regular users. Such unpleasant or objectionable content can be about indecent images, videos, abusive languages, violence, etc., easily disturbing readers from different age groups.
Moderation mechanism is a method where the moderator reviews posts made by a user to the websites for their quality of content about spam, obscene, insulting, and illegal or inciting to violence of any forms. The moderator has to decide on the type of content that is to be on the website depending upon the intended audience. After this is done, the moderator will delegate this to lesser moderators for further moderations so that there are no chances of trolling, or spamming in the content. There are four types of moderation:
In this type of moderation, all the contents undergo checking before these are uploaded onto the website. Pre-moderation gives greater control over the content before it is published. Here, after the user has posted the content, they will have to wait till their content is vetted by the social media moderator and uploaded on the website. This gives a setback where communication on a real-time basis is required. Another disadvantage is the high cost involved if user-generated content is of high volume.
Here, the user-generated contents are published in real-time but are moderated afterward within the next 24 hours. Such contents appear to the moderator in a queue for moderation. But this may cause some problems since there is no initial screening of the contents, which may contain inappropriate material.
Here, for moderation, no human intervention is required. All the user-generated contents undergo various tools like filters where there is a banned list of words or phrases that will be identified, starred, modified, or removed from the post. Another tool is the IP list of the banned IP address, where all the links from the prohibited IP address will be deleted. Such social media content moderation involves a one-time expense but no operational cost.
Here, the users are allowed to moderate each other’s contents. Distributed moderation is of two types: user moderation and spontaneous moderation or reactive moderation.
In user moderation, users are allowed to moderate any user’s content. This is possible where there are active numbers of large users. Each user is allocated some mod points so that they moderate each other’s contents up or down by one point. Such mod points are aggregated and bounded within the range of 1 to 5 issues. Then a threshold limit is determined from this score, and all those contents which lie at or above that threshold are displayed.
In spontaneous moderation, users spontaneously moderate the comments of their peers on a random basis. One variation of it is meta-moderation, where the users are allowed to negotiate the evaluation of other words. This is the second layer of moderation which attempts to increase fairness by allowing the users to rate the ratings of randomly selected posts.
There is also a mixed approach of moderation called Hybrid moderation. It’s a mix of all the types of moderation discussed above. When a registered user posts their content, it undergoes automated moderation. After this, the moderation process depends on the history of the user’s posts in the past. If the user has been consistently posting good articles without any issue, then here post moderation process will set in as there is a high probability of their post being of adequate quality.
If the user is new or there is no history of their previous post or submitted a poor post in the past, then the pre-moderation process will set in. That means their post will first be moderated, and then it will be uploaded. This motivates the user to submit good-quality posts.
Finally, all the posts are subjected to meta-moderation. In all such cases, there is a three-level of moderation to ensure good quality of content.
How effective content moderation can shape your customer experience?
Social Media Content Moderation acts as a filter to remove harmful content of posts and to make it safe for the targeted audience. Unfiltered content has a high potential to play havoc of all sorts and thus raise the need to moderate these posts. As social media plays a very big role for those businesses, who leverage social media for their business growth, maintaining adequate quality standards of posts becomes highly desirable.