Today’s technologically evolved world has provided a diverse method of open communication. The primary go-to option for general mass is social media channels. While people come to social media to connect with other people, brands can also utilize these channels, and use them as a gateway to connect and interact with the consumers. “User-generated content” is a term you have heard, well it’s the content that users AKA the general mass generate on behalf of your brand it can be anything shared by the end-user such as opinion, advice, compliment, criticism, etc. User-generated content is like a double edge sword, as it has the ability to uplift your brand, but it can also hurt your brand, and this is where content moderation comes into play.
Online engagement can not only draw attention to your brand but also help consumers refer your brand to their friends and family if they receive a satisfactory experience. To expand the digital footprints of your brand user interaction is a must-have component. For your overall service.
- What is Content moderation?
- What does it take to become a moderator and what are the responsibilities?
- Is content moderation important?
- The advantages of using and the risks of not using content moderation
- Types of content moderation services
- Conclusion
Now let’s get to know what is content moderation?
It’s the practice of identifying, scanning, filtering, and removing content specific to your brand that may not be aligned with your brand’s voice, legitimate or acceptable by the brand’s internal voice. Usually, this practice involves online content generated by the end users or the public at the brand’s social pages or website, or other digital presence, and these contents are thoroughly screened for appropriateness and legitimacy before distributing to the eyes of general viewers.
What does it take to become a moderator and what are the responsibilities?
They’re the guardian angel of your brand’s reputation and they sure do have a significant amount of burden to carry on their shoulder. Becoming a content moderator a must-have skill in decision-making as they have to through all the online problematic situations. They need to have a keen attention to detail for accurate assessment, patience, and very calm & sensible to deal with the crisis smart and efficiently.
Their responsibilities comprise:
- Maintaining the brand’s voice and tone
- Keeping a safe and healthy sharing environment for the audience.
- Rigorously assessing context and emotion to lessen its severeness and potentially prevent digital wildfire.
- Healthy communication with the audience, and addressing their queries and concerns.
- Analyzing all the UGCs (user-generated content) to ensure that it’s aligned with your brand’s community rules.
Although AI software these days can help decrease the workload almost by half but only human consciousness can read between lines and ensure the overall success of the process.
Is content moderation important?
If you’re still wondering if content moderation is important you should know that everyone has a voice and their opinion and the internet makes it very convenient for them to share it and sometimes these can be used negatively. Your social pages, websites, and other online presence must ensure a safe and clean experience for all your visitors. So to keep your social pages, website, and any other online presence free of any inappropriate, unnecessary, offensive, or irrelevant content moderation is a necessary option.
The latest figure shows that there are 3.96 billion social media users all around the world – Statista
And unmonitored UGCs can cause digital wildfire sometimes and due to the nature of all the social media channels, it can spread many times faster than you can mitigate. The buyer’s world is dependent on decision making and their decision to make a purchase is highly influenced by their experience with your brand. It can either make them follow your brand or find alternatives that offer them a better experience.
Customer experience is the key to retaining customer loyalty and it’s also a differentiator of brands. Brands use influencers to drive consumers towards their products or services because it adds up that personal touch, and you must remember people believe people and a brand is not a people. Positive word of mouth is a powerful weapon that can boost your sales and overall reputation on the other hand negative one can make people drive away from your brand.
The advantages of using and the risks of not using content moderation
There area unit some general risks related to not watching what’s shared on your social platforms. Content is king and there’s some correct netiquette to keep in mind once something is shared on the net, may typically need to be outlined boundaries and regulation checks.
Here are some of the advantages of using content moderation
- It’ll protect your brand and users from unnecessary, harmful, irrelevant content that may create an unhealthy customer experience.
- Get an in-depth insight into your customer’s behaviors and needs.
- Boost traffic, engagements, and conversion.
- Helping your brand to keep a consistent voice.
- Making you hyper-aware of the market trends.
- Helps to build recognition and trust
The risks you might be facing if you’re not utilizing content moderation for your brand already
- Your brand becomes vulnerable to rumors and misinformation
- The shared content may not be legitimate and can potentially harm your brand image
- People may post controversial stuff that attaches your brand to topics like politics, religion, hate speech, and stuffs that your brand has nothing to do with.
- Illegal content may be shared that can possibly lead to legal connotations
- Missed context may lead to miscommunications, and misunderstandings and even cause a digital wildfire.
Types of content moderation services
Now that you know all the ways that not having active content moderation can damage your brand you surely considering to you need to what type of content there needs to be moderated. Well, content can be anything such as text, image or video, etc. When the reputation of your brand is on the line your moderators need to consider various aspects before filtering content. That is why you must need all types of content moderation protocols before identifying which one is perfect for your brand.
Here are some of the content moderation services that you should be familiar with
Pre-moderation: With this approach, you can proactively control content before its reaches any platform you’re active on. You can effectively dismiss problems before they arise.
Post-moderation: This approach happens in real-time and gives the moderators to edit, remove, add or divert contents if they cross the guidelines. This approach is effective for your social media presence.
Reactive-moderation: This approach is typically used in social media communities where users can potentially flag or report content to admins or moderators that may be harmful or don’t follow community guidelines.
AI Moderation: Technological advancement lessen the workload by half, you can set some automatic guidelines and teach the machine to what content you want to keep and what to remove.
Conclusion
The end note is that moderating content is a must-have tactic that you just can’t avoid. Not moderating your content means that you have no control or even idea of how your brand is represented on the internet. Content moderation not only helps you to save your reputation but also helps you to effectively create a map for your customer journey, it makes you aware of your brand’s strength and selling points and also the weakness that needs to be worked on.