Although some communities allow a very open sharing environment, most businesses require all content submitted to their websites to meet the standards of the organization and reflect positively on their brand. Established firms often need sophisticated content moderation tools to ensure that user-generated content (UGC) is legal, age-appropriate, relevant, and improves rather than destroys the bottom line.
Industry analysts say that about 4 million minutes of video are uploaded to YouTube every day and more than 5 billion images are uploaded to Facebook every month. However, over 75 percent of uploaded videos and over 35 percent of images are inappropriate for business. User-generated content (UGC) has been created since the dawn of the internet, but the tremendous growth of UGC in recent years has led organizations to police their websites more proactively in order to identify bad content and prevent its distribution.
Online content moderation can be classified into three main strategies: automated moderation (using algorithms and applications), community moderation (moderation from the online community), and human moderation (through crowdsourcing or paid employees). Service providers often use tools and ISO process improvements to enhance the quality of user-generated content and make the review of text, image and video more efficient.
Case Study: Speeding up Moderation & Improving User Experience
A social networking website and mobile application company matches like-minded people and helps them connect with friends in their vicinity. The website screens every image that users submit. Initially, two people were assigned to moderate content, but they were quickly overwhelmed by the volume. As a result, turnaround times grew longer. To speed up moderation and improve the user experience, the company worked with a content moderation provider.
The social networking website was also interested in a cost-effective solution that would increase customer retention. To address these requirements, the partner company provided 24/7, on-demand staff to handle the volume of content as well as an advanced technology platform. The solution allowed the social networking site to shorten the review process significantly without sacrificing the quality of the content review. The service provider’s review process involves three people reviewing each uploaded image and auto-crosschecking the decision made. This maximizes the quality of the data reported.
The service provider was able to reduce image review turnaround time to a maximum of only 10 minutes and also help the company save 20 percent on staffing costs; thus enabling them to divert resources to core activities. As the social networking site’s user community expanded and the volume of content further increased, the service provider’s scalable solution continued to deliver high-quality reports and fast turnaround.
Outsourcing social media moderation and other social media support services to the Philippines is a high-quality, cost-effective solution for businesses looking to reduce costs while maintaining a high level of service and user experience. Service providers in the Philippines such as Twoconnect offer scalable solutions for companies of various sizes in a wide range of industries.
Please contact us to find out about Twoconnect’s custom social media support solutions.