C

SOCIAL MEDIA MODERATOR

Group IV
Social Media
• websites and applications that enable
users to create and share content or to
participate in social networking.
2.32 billion monthly active users worldwide

by 2021 will amount to 1.86 billion compared to

the 1.47 billion subscribers in 2017.

321 million active users as of the fourth quarter

of 2018

June 2018, the daily active

story users of Instagram had reached 4

 launched in September 2016 and by mid-2018 it had

already reached half a billion users. 20 million/month
 The Dark Side
• Smartphones were introduced in 2007, and by 2015 fully 92
percent of teens and young adults owned a smartphone.

• A 2017 study of over half a million through 12th graders found

that the number exhibiting high levels of depressive symptoms
increased by 33 percent between 2010 and 2015. In the same
period, the suicide rate for girls in that age group increased by
65 percent.
 What is a Social Media Moderator?

A SOCIAL MEDIA MODERATOR IS THEIR TASK IS TO SEE AND TO THEY ARE ALSO RESPONSIBLE FOR
THE ONE HANDLING AND UPHOLD RULES, RESTRICTIONS, MONITORING THE COMMENTS AND
MANAGING THE ACTIVITIES DONE AND LEGALITIES WITHIN THE AREA FEEDBACK FROM SOCIAL
IN THE SOCIAL MEDIA COMMUNITY. OF MANAGEMENT. MEDIA FOLLOWERS.
What’s the importance of a Social
Media Moderator?

01 02 03
Connect with your Prevent controversies Get opinions and
audience on social and bad buzz with suggestions from your
media - Providing social media customers -  Moderation
excellent customer moderation - Social is great for collecting new
service means keeping media moderators look ideas that will serve your
your social networks closely at a company’s future products or
active to get closer to different platforms to services.
your customers and detect the slightest trace
prospects.  of negative press.
 REMINDER:
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Be risk prepared not risk adverse
 Three LEGAL
RISKS
USER RISKS

types of
Risk

REPUTATIO
N RISKS
 Legal Risks

Defamation Discriminatio Harassment/ Contempt of Copyright

n Bullying Court Infringement
 Online bullying

Defamation

Offensive content & profanity

Abusive Language

User Risks Mental Health Issues

Child at risk of harm

Exposure of publicly identifiable information

Predatory
 Reputation Risks
Public relations
Defamation Criticism of services
issue

Leaking of Inappropriate
Harassment of
confidential comments made by
employees
information internal employees

Pre-meditated Misleading
attacks from statements about
competitors “Sock- competitor’s services
Puppeting” “Astroturfing”
 Pre-Moderation – The post or contents
submitted by the user will undergo reviews that
will determine whether it is safe, appropriate, or
harmless to the page’s audience.

Post Moderation – Filter out the inappropriate

contents once discovered that it violates the

Moderation
social media community’s rules and policies.

Strategy Reactive Moderation – Reactive moderation’s

best feature is how social media users
participate in flagging down the inappropriate
contents posted online.

User-only Moderation – This type of

moderation depends on the users to determine
whether the UGC is appropriate or not.
Sometimes, web users who comment on your
platforms make relevant suggestions to
improve your branding strategies. Don’t Dealing with
forget to take advantage of the negative
comments you receive as they can also help comments on
you to target the potential weaknesses of
your products or services and lead you Social Media
towards progress.
 Subject but not

TERMS OF USE
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limited to an
account’s terms
and conditions
 Will you be moderating 24/7?

What are your community’s peak

times?
Is the community stimulated by your
Moderation activity?
Schedule Are members notified about new
Considerations content?
How long is too long for non-
permissible content?
How will you handle “after hours”
activity?
 Your how-to document

Steps for handling non-

permissible content
Moderation
Process Reporting requirements for
moderation

KEEP A RECORD OF EVERYTHING!

What do I do?

Who is responsible?

What do they do?

Escalation
Chart
Who should be notified?
What’s our Plan B? Plan
C?
 Who should be on our team?

Not easily Can remain Stable under Legally sound Consider

offended objective high pressure professional
support
That’s all, Thank you! – Group
IV