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 MANAGING UPHOLD RULES, RESTRICTIONS, AND MONITORING THE COMMENTS AND
THE ACTIVITIES DONE IN THE SOCIAL LEGALITIES WITHIN THE AREA OF FEEDBACK FROM SOCIAL
MEDIA COMMUNITY. MANAGEMENT. MEDIA FOLLOWERS.
 What’s the importance of a Social Media
Moderator?

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

Risk

REPUTATION
RISKS
 Legal Risks

Defamation Discrimination Harassment/ Contempt of Copyright

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

Defamation Public relations issue Criticism of services

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

Pre-meditated attacks Misleading statements

from competitors “Sock- about competitor’s
Puppeting” services “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 social media community’s rules

Moderation
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 Dealing with
strategies. Don’t 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 towards progress. Social Media
 Subject but not

TERMS OF USE
C
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 activity?

Moderation
Schedule Are members notified about new content?
Considerations
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 offended Can remain Stable under high Legally sound Consider
objective pressure professional support
That’s all, Thank you! – Group IV