Content moderation
What gets posted, checked against your rules.
Posts, listings, profiles and reviews, checked before they go live or after.
Where it helps
Whatever people can post or send in, someone has to look at. The team does the looking, to the rules you’ve written, and keeps a record of every decision.
Before it goes live
Listings, profiles, reviews and submissions, checked before anyone else sees them.
After it’s up
Posts and comments, and what your users report, each decided against your rules with the reason noted.
What gets checked
Checked against your rules, a line at a time.
Whatever is being reviewed, the work is the same. Pick one and watch it checked.
Your listing rules ask for
- Photos of the actual itemFour, all of this item
- The right categoryYes
- A price, and what delivery costsBoth given
- No phone numbers or links in the textNone
- A description in the seller’s own wordsCopied from another listing
One message, to the seller
Nearly there. One thing to change before this goes live. The description needs to be your own words, as it matches another listing on the site.
Back to the seller. It isn’t live yet.
Your community rules rule out
- Spam and advertisingNo
- Other people’s private detailsNone
- Off-topic postsOn topic
- Pretending to be someone elseNo
- Abuse aimed at a personYes, aimed at another member
One message, to the person who posted it
Your comment has been removed because it broke the rule on personal abuse. If you think that’s wrong, you can ask for it to be looked at again.
Removed, with the reason. The member who reported it has been told.
The brief asks for
- The product, in useFrom the opening shot
- The key messageSaid, in the first half
- The discount codeSpoken, and shown at the end
- No other brands in shotNone
- An advert label, on screenIn the caption only
One message, to the creator
Lovely video, and everything in the brief is there. One thing before it goes to the brand. The advert label needs to be on screen at the start, not only in the caption.
Back to the creator. The brand hasn’t seen it yet.
What the team reviews
Everything people post or send in.
Whether it’s one or several is up to you. If your rules for them aren’t written down yet, we’ll help you write them.
- Posts and commentsSpam, abuse, off-topic posts, impersonation and scams, in your community or under your content.
- Reports and appealsWhat your users flag, taken in and decided, and a second look where you offer one.
- ListingsA seller’s listing or a host’s property, checked before it goes live.
- Profiles and reviewsMembers’ profiles and customers’ reviews, with a critical review treated the same as a kind one.
- Campaign contentVideos, photos and captions made for a brand, checked against the brief before the brand sees them.
Appeal
A post removed as spam
To you
This is the third appeal this month on the rule about links, and all three were sellers linking to their own shop. The rule may need a line added.
Post restored, and the poster told
Who decides what
You write the rules. The team does the checking.
How far the team goes is something we work out with you. This is the usual arrangement.
Yours
The rules, and the choices
- The rules and the standards
- Any exception to them
- The last word on anything in doubt
- Anything legal, and any report to the authorities
The team’s
The checking, and the record
- Each item checked against your rules
- A reason with every decision
- Anything in doubt passed to you, with what was found
- What keeps coming up, reported back
How it stays consistent
The same answer, whoever checks it.
The worry with any moderation is that two people would decide the same thing differently. This is what stops that.
One written set of rules
Built with you from real examples, so everyone checks for the same things.
A reason every time
Left up, removed or held, each with why.
Decisions that are reviewed
Real decisions looked at again, and what that finds goes into each person’s coaching.
A record you can read
Who checked it, when, and what they found.
How we start.
Nothing is decided in your name until you’re confident the decisions match yours.
Book a call- We go through your rules, and what the team will seeThe kinds of content, and anything that could be distressing, so how people are looked after is settled before anyone starts.
- The team learns on real examplesPast decisions, and why each one went the way it did.
- They review alongside your peopleOn real work, until the decisions match.
- It runs, and we review it togetherWhat was removed and why, what was appealed, and where the rules were unclear.
Security and data protection
Your data, protected.
The questions every client asks first, answered plainly.
- Works inside your tools
- Data protection built in
- Managed devices
Named accounts
No shared logins, so you can see who did what.
Only the access needed
Set role by role, and shut off the day someone leaves the team.
Never mixed
One client's information is never visible to another's team.
Transfers covered
The safeguards your customers' law requires, in place before work crosses borders.
Questions, answered.
The things people ask us first.
What do you check against?
Your own rules. That might be your community guidelines, your listing standards or a brief. If they aren’t written down yet, we’ll help you write them.
Who has the final say?
That’s for you to set. The usual arrangement is that the team decides the clear cases against your rules. Anything in doubt, and any exception, comes to you.
How do we know two reviewers would decide the same way?
They work from one written set of rules, built with you from real examples, and their decisions are reviewed against it. Where two people would disagree, that is usually a gap in the rules, and we bring it to you.
What does someone hear when their post is removed?
Whatever you want them to hear. We’d suggest which rule it broke and what was done, and, if you offer appeals, how to ask for a second look.
What about content that’s hard to look at?
That’s worked out with you before we start, case by case. The ordinary unpleasantness of anywhere people can post is part of the work. Where the work could expose people to something more serious, that is settled with you before anyone begins. We agree what the team does when it appears, and how they’re looked after.
Is it people or software making the decisions?
People. If you use software to flag things, the team works from what it flags, and a person makes the decision.
Does handing this over take the legal responsibility off us?
No. Your duties stay yours, and so does any report to the authorities. What you get from the team is the checking done to your rules, and a record of every decision.
Can you take just one part?
Yes. You choose whether that’s only what gets reported, only new listings, or everything that comes in.
Who can see what’s been sent in?
Only the people working on it, each under their own named login, with access to what the work needs and nothing else.Security and data protection
What do you report to us?
What was left up, what was removed and what was held, with the reason for each. You also see what was appealed and how it went, and where your rules were unclear.
Alongside it
The work around the moderation.
Checking what gets posted is one part of the job. We can take on the work either side of it too.
- Community and creator supportJoining, questions and payments for the people behind the posts.We run itWe run it
- Social media inboxesComments and messages on your own social channels, answered in your voice.We run itWe run it
- ID and document checksIdentity and documents checked to your process, with a record of each.We run itWe run it
- Customer serviceThe customers who get in touch about what they’ve bought.We run itWe run it
- Processes and knowledge baseYour rules and your review checklist, written down once.We set it upWe set it up
Let's talk.
Tell us what's going on. If we're not the right fit, we'll point you to someone we trust.
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