User-generated content (UGC) became the forefront of information dissemination in this era of interconnectivity. However, some UGCs can be misleading or offensive. Companies utilize various content moderation services to prevent possible issues arising from negative UGC.
Marketers use UGC to foster trust between businesses and consumers. UGC provides authentic and unbiased perspectives about a product or service. The organization’s credibility increases when real people share their positive experiences about the brand.
UGC also provides the opportunity for businesses to expand their reach. Shared content can increase brand visibility and exposure beyond its immediate followers. This increase in audience will eventually increase user engagement.
The impact of UGC on businesses goes beyond increasing brand presence and awareness. Contents by users can also influence consumers’ decision-making and purchase intention. Around 46% of consumers trust online reviews as much as personal recommendations. Meanwhile, 79% of consumers say UGC highly affects their decision to buy a product.
While UGC offers various benefits, it also poses various challenges. A negative review or inappropriate content can ruin a brand’s reputation. Also, UGC from different users may result in a lack of consistency in the overall brand narrative.
Preventing the potential issues stemming from UGC is a must for online businesses. Here is when content moderation comes into play. Content moderation is curating UGC to determine whether they pass community guidelines.
Businesses can either develop an internal team for content moderation or avail the services of a content moderation company.
Importance of Content Moderation
Content moderation is crucial in maintaining a positive online presence. Here are the main reasons why content moderation is important for every business.
- Blocking Spam and Scams
Content moderation services prevent the spread of spam, phishing attempts, and scams. Proper implementation of content moderation helps businesses protect their consumers from fraudulent activities and maintain their platform’s integrity.
- Enforcing Community Guidelines and Industry Regulations
Some users may go against the imposed community guidelines or violate legal regulations. Content moderation, however, prevents the spread of the resulting illegal content, copyrighted material, hate speech, harassment, and other inappropriate content.
- Preventing the Spread of Misinformation
Although many people rely on UGCs for information, not all UGCs are true. Content moderation helps prevent the spread of false information, fake news, or misleading content. Not allowing misinformation to spread on the platform helps build brand credibility.
Types of Content Moderation
How content moderation works depends on the type of UGC and available resources. Here are some common types of content moderation.
- Manual Content Moderation
Human moderators are at the forefront of manual moderation, manually curating content according to established guidelines. Manual moderation has two subtypes: pre-moderation and post-moderation. Pre-moderation curates UGC before it is publicly visible, while post-moderation reviews published content.
- AI-Powered Moderation
AI moderation or automated content moderation uses the power of artificial intelligence (AI) to identify patterns, recognize offensive language, and categorize content. The AI analyzes and filters content based on predefined rules set by the administrators. Most content moderation outsourcing providers offer a combination of AI-powered moderation and manual moderation.
- Community Moderation
Users are crucial in maintaining online safety. They are responsible for reporting and flagging inappropriate content missed by the moderation team. In some cases, users may volunteer to become community moderators who assist official moderators in enforcing guidelines.
Content Moderation for Increasing User Engagement
Moderators are akin to digital gatekeepers. They stop malicious individuals like spammers, trolls, and scammers from disrupting the order of the online space. This preventive makes users feel secure and comfortable in expressing their thoughts.
Reducing spam and trolls makes the platform more inviting to new users. Being free from disruption can also help user retention. This increase in user population can lead to more engagement.
Additionally, curating content is crucial in maintaining a conducive and engaging online environment. Content moderation encourages safe and constructive virtual interactions by removing inappropriate content and enforcing community guidelines.
Skilled content moderators assure users they are in a well-maintained and secure online space. This assurance makes users more likely to participate in virtual interactions and contribute to user engagement.
Content Moderation for Maintaining Brand Reputation
Maintaining a positive brand reputation involves the effective implementation of content moderation services. Moderators are crucial in safeguarding the brand from harmful or inappropriate content. They screen UGCs that can potentially tarnish the brand’s image.
Online businesses with proper content moderation solutions can maintain the consistency of content associated with their brand. Filtering out off-brand content ensures that the brand image aligns with its values, mission, and vision.
Negative reviews can spread like wildfire. Content moderation helps prevent the spread of harmful content that can damage brand reputation. Prompt response to negative reviews shows a high level of professionalism.
Users trust a brand with a positive and respectful online image. Content moderation reflects the brand’s commitment to user safety and community well-being. This commitment creates a positive public perception, improving the overall brand reputation.
Content Moderation as the Cornerstone of Positive User Engagement and Brand Reputation
The rise of UGC necessitates heightened vigilance against inappropriate content. Negative UGC can ruin user experience and brand image, resulting in a potential downfall of online business. This risk associated with negative UGC highlights the importance of content moderators.
Content moderation prevents spam, trolls, and inappropriate content from lingering in the online community. Users who feel safe actively participate in discussions, increasing user engagement. Increased user engagement enhances brand reputation. Likewise, a positive brand reputation fosters continued engagement.
Businesses can only achieve the reciprocal relationship between user engagement and brand reputation by keeping a safe and respectful online environment with content moderation.