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News Online XchangeNews Online Xchange (NOX) is the o�cial monthly business newsletter of New Media Services Pty. Ltd. It serves to give up-to-date information on the products and services under the NMS brand, as well as news involving the Web and Mobile industries.
OnlineModeration
Moderatorsin general, used when a machine is turned on and connected to other devices being connected to the internet
being within reasonable limits; not excessive or extreme not violent or subject to extremes; mild or calm; temperate of medium or average quantity or extent
one who holds or champions moderate views or opinions one who presides over to lessen the violence, severity, or extremeness of
ONLINE MODERATION
Monitoring of online/web posts and updates to make sure that a website, forum or chat room is reliably accurate and free from o�ensive information. This is generally used by companies who have an online presence to maintain, to ensure that their business has a slim to zero exposure to brand degradation
the Go-To company w www.newmediaservices.com.ae [email protected] Media Services
THE CHALLANGE
The main roadblock of websites that cater to multiple users is that a single user if gone unchecked has the potential to ruin a website's overall image.
And that would be the resulting stigma of these events? A website becomes branded as the source of unethical information, disrespectful comments and undesirable content. These are major liabilities that no website or service provider would want on their image. It is non-marketable and anything related to the site through either services, products or persons would su�er.What can be done to prevent this?
A system that guards a website through a set of rules and guides on posting and uploading is a cost-e�ective way of protecting your image and your investment. This system must be quick, responsive and must adhere to a strict code of ethics. After all, it is a widely known fact that users hardly ever read agreements or terms of use. As a client precaution and smart business move, a system must be employed that reduces hassle for clients and end-users.
THE VISION
The Internet's greatest advantage is also its pitfall. The level of accessibility and ease in updating it make it vulnerable to inaccurate information, distasteful content, racially charged statements, stolen data and legal sanctions or regulated �les.
That is where a system of MODERATION comes into play. Only professional and serious website service providers will invest on their image and ensure that they are not just another inaccurate statistic in the sea of dubious online content. MODERATION makes the Internet's �aw your greatest advantage - when you are reliably accurate and conduct yourself with integrity amid the mass of useless and o�ensive information, you become the one of the few sources of clean and correct posts, you become a "go -to" website for a network of users that re tired of being misled, insulted and unheard.
(This is an excerpt from the o�cial business document of WWW Moderation, NMS' online moderation services, written by Ian Jason De La Cruz. You can download the full version at www.onlinemoderationservices.com)
Real-Time Moderation: Your Key to Online Incorruptibility
It all boils down to the "Because I Can" philosophy. A user who violates terms of use, copyright laws, engages in cyber bullying, slurs and stolen content dissemination opens the path to other users copying these practices - where one violator becomes two, then three and so forth.
HOW?
How do you differentiate facilitation and moderation from each other? Mr. Webster says that facilitation is the act of facilitating; the state of being facilitated. Moderation, on the other hand, is to lessen the intensity or extremeness. Obviously, the common denominator of both terms is this: to facilitate or to moderate is an act wherein something or someone is controlled. Pretty little difference between the two, don't you think?
Enter facilitating and moderating online communities and slowly, each term separates from each other like oil on water.
Let us revisit both terms with the term online thrown in.
Online moderation becomes the act of monitoring all types of communication in an online community (like chat, forums, blogs, comments) and carefully editing or changing the tone and flow of conversations to stay true to the accepted norms and rules of a specific community. On the other hand, online facilitation becomes some sort of an enhancement of communication and conversations through a guided exchange of ideas, opinions and reactions.
Think of the online communities that you belong to – can you actually pick out who is acting as the forum/chatroom/blogging moderator and facilitator?
Facilitation vs. Moderation of Online Communities
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?the Go-To company w www.newmediaservices.com.au
Only professional and serious website service providers will invest on their image.“ ”
ONLINE MODERATION What Is, Why Do It and How To?
Managing, monitoring, facilitating online conversations & content
Forum messagesBlog commentsPhotosVideo and audioLive chat & more
New Media Services
Observe daily interactionsEncourage participation,pro-activity seeding content and interactingAct on abusive behavior, remove posts & assign �ags to members’ accounts
Moderation strategies, usage guidelines, trend reportsSuggest areas of improvements and reporting on the concerns of your community
BEST PRACTICES IN ONLINE MODERATION1. Assess Risks
2. De�ne Rules
Identify risks to image
Identify potential liabilities
Identify potential liabilities
Require registration when possible
- Members should "agree" to terms during registration- Terms of Use is a contract - what is and is not allowed- Community rules should be easy to read and understand
- Allow anyone to read content, but require log-in to participate- Be aware of who your community members are- Assist in member management
- Copyrights- Libel- Corporate secrets (insider trading)
THE 3 BIG QUESTIONS1. Pre or Post Moderation?
Pre – Moderation - submitted content reviewed BEFORE being posted-Advantages: No risk of inappropriate content-Disadvantages: Does not facilitate interactions or communication; Higher investment required
users online user comments / feedback
PRE-MODERATION QEUEfunnelled & maintained by
moderators
Online Communityforum/ sites
users online user comments / feedback
Moderatorsrealtime checking of the
online community
Online Communityforum / sites /
chatrooms
Post – Moderation - submitted content posted WITHOUT advance review- Advantages: Increases interactivity & liveliness; Better user experience; Lower investment required- Disadvantages: Risk of inappropriate content
- Encourage and leverage your community to assist- Enable violation on all types of UGC- Only remove content that is in violation- Provide clearly visible methods for submitting violations- Allow guest reporting, or force members to log in
- Allow your members to build their community: They will take "ownership," if you provide the tools; It is natural- Allow for open and honest feedback and discussion: Be prepared for criticism and negative comments; Allow champions or evangelists to defend your actions/project- Be prepared for "competitor" conversations & comparisons: Easiest and quickest way to review what your community and others are saying, direct feedback
- Objectively observe and take appropriate action- You can be viewed as an active participant, rather than the "enforcer"- Emotions can interfere with rational decisions- Reduces the overtone that "big brother" is always watching- Free up internal sta� time for program development
2. Pre or Post Moderation?
3. INTERNAL VS. OUTSOURCED MODERATION?
AUTOMATED MODERATION: CROWD SOURCE IT
Why hire a 3rd party to enforce rules and policies?
MANUAL MODERATION: CONTENT MANAGEMENT
WHAT IS Applies to any form of
User-Generated Content (UGC)
WHY DOEnsure a safe, welcoming
environment
HOW TODe�ne key objectives and
measure progress
- Know your brand's weak points and know the response- News is scary. Stay on top of development ssurrounding your brand and industry.- Be swift with your response. 'Faster than real time.' Use external sources to predict problem spots.
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the Go-To company w www.newmediaservices.com.ae [email protected] Media Services
INFORMATION HIGHWAY
Types of Blog Comments
TIPS FOR AN ONLINE FORUM MODERATOREngage members in thinking and respondingProvoke curiosity and stimulate intelligent discussions about a critical, controversial or intriguing topic
Embed one or more questions in your messages, and use an inquiring tone to invite others to join the discussion
Ask good questions that stimulate thought
Share and compare experiences as a way of learning from others
Invite others to help problem-solve a dilemma you're facing
Opening the ConversationThe title of the topic and the content of the �rst message all have a bearing on who will be attracted to the topic
Use witty or intriguing titles, but ensure that the topic is clearly identi�ed i the titleKeep your intros short and to the point
Asking Good QuestionsGood questions are fundamental aspects of moderating a group discussion.
Ask questions that could be responded to without a thoughtful answer, often referred to us "open questions" - questions that cannot be answered with just a simple yes or no
Questions that speci�cally ask about another idea of point of view can lead to a rich and re�ective dialogue.
Answering QuestionsPosting thoughtful answers can help sustain the �ow of conversation beyond a simple question/answer rhythm
For questions that needs to be answered by the website owners, make sure that someone from the company is noti�ed so that a response is posted in their behalf
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the Go-To company w www.newmediaservices.com.ae [email protected] Media Services
WWW MODERATIONWHY CREATE A MODERATION DEPARTMENT WHEN YOU CAN HIRE EXPERTS WHO ARE ALREADY TRAINED AND WILLING TO WORK FOR YOU?
New Media Services' WWW Moderation is a moderation system o�ered to clients who want professional service for their website needs. It ranges fro text posts to �le uploads and adheres to a set of guidelines that are tailor-made for and by any client.
New Media Services has in its employ, a large team of experts to handle client-demands and assist in your com-pany's goals by shouldering the weight of moderating undesired website threats like SPAM, Flames, Trolling, False Advertising, Outside liking, Illegal Programs/Scripts, Piracy and Censor Bypassing.We shoulder the weight of moderation so you can focus on other concerns.
FEATURES:
Our moderation scope handles multiple mediums of posts and uploads and may be modi�ed to �t your needs.Our current moderation features �lter:
We have in our employ, live operators, reports analysts and quality control teams ready and able to serve you 24/7.
(This is an excerpt from the o�cial business document of WWW Moderation, NMS' online moderation services, written by Ian Jason De La Cruz. You can download the full version at www.onlinemoderationservices.com)
Media: Images Videos Wallpapers Ringtones an Music
Text: Blogs Comments Descriptions
Miscellaneous Tags Status Updates Usernames Avatars
POST MASTERTrack and monitor Web Posts with ease, speed and accuracy.
PostMaster is an invisible watchdog that will track your marketing methods online in terms of bloging and social sites.
FEATURES: Reveals your real-time posts Locates the site of each post De�nes the channel of your post Quanti�es your post for each channel and each operator Easy post detection and correctionPRIVILEGES:
Admins, Full access to the product function Client, View latest post, statistics and own pro�le Operators, Add post, view latest post, view their pro�les
OUR FEBRUARY ISSUE IS ALL ABOUT THE
CREATIVE WORLD OF WEB / MOBILE
APPLICATIONS!
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