Moderation & Community Management

Our heritage is large-scale moderation & community management – protecting brands and managing users across forums, blogs, social networks and more.

With over 130 moderators, covering over 15 languages, we protect the reputation of some of the world’s largest household names. From the BBC to Sony, our service is designed to take away the pain of managing high traffic or high-risk communities, 24/7.

As members of the Internet Watch Foundation and the UK Council for Child Internet Safety, protecting users is cornerstone of our operation and our work with the NSPCC/Childline, CEOP and Children’s BBC has set industry standards.

We take safety seriously – every single member of staff is enhanced police-checked every two to three years. We never employ anyone we haven’t met. We won’t work on projects that create unsafe environments for children.

What is moderation?

Professional moderation is a highly developed skill that requires life skills, patience and attention to detail. It is not simply editing out the swear words.

The role of a moderator is to protect brands and users through a process of review, consideration and action against detailed guidelines; guidelines that we can create for you. It may be simple deletion of inappropriate content or more advanced corralling of a community.

We’re often asked if it’s automated. Profanity filters help with basic offensive words but we manually read every single message that comes through the moderation tools we use.

Carried out correctly, moderation helps to improve the user experience, keep users safe (especially children) and ultimately create an environment that encourages loyalty and interaction.

Do you need it?

If you have a brand you want to protect and are opening up that brand onto social networks, moderation in some shape or form is recommended – either to help with customer response, remove inappropriate activity or simply monitor the conversation.  Peace of mind and improved customer interaction are powerful reasons to consider professional moderation.

What is Community Management?

Community Management can mean a multitude of different things to different people.  We consider it primarily a combination of community admin, engagement and reporting.  We think of it that way as if required, each of those roles can be taken further as specialties or rolled together into the traditional centralised community manager position.

For brands, the community manager can either be the sole person looking after a project or managing a team of moderators, engagers and more.  Flexibility is vital as over time, the role has to develop with the audience and organisational needs.

What about the technology?

We are technology agnostic and use the tools that are most appropriate for our clients needs.  We may use existing applications, off the shelf software or help design bespoke workflows and infrastructures.  Every client is different and we don’t believe in one-size fits all.