6 types of content moderation you need to know about Moderation is generally defined as staying within reasonable limits that aren’t not excessive or extreme and avoiding. In the context of community members content moderation, it refers to the practise of monitoring submissions and applying a set of rules which define what is acceptable and what is not. Unacceptable content is then removed. There are 6 common types of moderation which, as a Community Manager or Moderator, you need to consider when deciding how to maintain some sense of order within your community. 1. When someone submits content to your website and you have it placed in a queue to be checked by a moderator before it is visible to all, you are pre-moderating. While pre-moderation provides high control of what community content ends up being displayed on your site, it has many downsides. It is most suited to communities with a high level of legal risk such as celebrity-based ones, or communities where child protection is vital. 2. 3. 4. 5. 6.
Comment recruter un bon Community manager ? Qu’est ce qu’un bon Community manager ? Petit portrait-type des qualités et compétences requises pour ce métier, afin d’effectuer un bon recrutement. 1- Les missions du « gestionnaire de communautés » – Il aide à définir en amont les règles de modération : la charte communautaire. Ceci, en concertation avec la direction et les différents représentants de la société. Ces règles doivent être discutées si l’on souhaite qu’elle soient acceptées et respectées par le plus grand nombre. – Il valide (ou supprime) les commentaires dans le cas d’une modération a priori (contrôle du message avant sa publication). – Il répond aux commentaires du site ou transfère la requête à la personne qualifiée, selon le schéma opérationnel choisi. – Il anime le site avec des forums, des sondages, des jeux concours éventuellement… Il repère les commentaires intéressants et les met en valeur. en créant pourquoi pas des rubriques dédiées : “vous avez la parole” ou “boîte à idées”. Et qui dit autonome dit organisé.
Community Manager, fermez la ! | Courir Longtemps Les 4 règles de base du Community Management Fidéliser les internautes, recruter de nouveaux prospects, augmenter l’engagement avec la marque… Le web 2.0 est le nouvel eldorado marketing. Mais avant de se précipiter sur les outils, il y a quelques étapes préalables… 1- Définir une stratégie La tentation est grande de se ruer sur les fonctions sociales de WordPress, Drupal ou Joomla. Quel est l’objectif prioritaire de cette communauté ? - S’agit-il de créer de la notoriété pour lancer un produit, une marque ? Méfiez-vous de la réponse d’évitement : “les trois mon capitaine”. De cette réponse dépendra la mise en place de dispositifs différents, de moyens plus ou moins concentrés dans le temps, d’une politique éditoriale et communautaire spécifique. Un site de e-commerce ayant choisi de développer une stratégie de marque sur le long terme n’aura pas la même approche communautaire qu’un site préférant une action promotionnelle sur un laps de temps réduit. Facebook Adidas 2- Définir une charte communautaire - Quel mode d’inscription ?
You Don’t Have a Right to Fans on Facebook Pages Created by Fans of Your Brand You do not have any right to fans of a Facebook page that is dedicated to you or your product, that was created by someone who is not you or acting on your behalf. There have been cases where companies have tried to seize control of unofficial fan pages and take them over, as if they were somehow entitled to the community that was built by someone else. It’s so wrong. Some are trying to use trademark or copyright law as a means of bullying their way into these pages and, in doing so, they risk damaging those fan relationships. Now, obviously, there are people who abuse trademarks. But the mere act of uttering your brand’s name, including it in a fan page usename, displaying your logo or artwork on the page does not give you some sort of ethical, moral or legal right to the community that has been built by the unofficial page. If anything, when you discover a legitimate fan page, you should be thanking them and giving them some access. Not a bad deal.
Twelve best practices for online customer communities One of the more significant Web 2.0 trends in business this year has been the advent of the Web-based customer community, where groups of like-minded individuals focus around a brand or a set of product and services come together and interact online. Far from the cynical marketing ploy that it can sometimes seem, customer communities often sprout up on the initiative of passionate customers. Successful examples of this include XMFan around XM Radio, HDTalking for Harley-Davidson, and IKEAFANS on IKEA products. It's imporant to note that the communities above are vibrant, active, and absolutely not affiliated with the businesses that the communities are focused on. As a result, business are increasingly realizing they can reap benefits by attempting to foster these communities themselves, rather than hoping that a group of users will do it on their own. Deloitte's Tribalization of Business customer community study is getting a lot of attention. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12.
Rethinking the Cease and Desist: Don’t Threaten Fan Communities and Groups, License Your Brand to Them I want to expand on something that we discussed on the August 8 episode of the SitePoint Podcast, about the cease and desist and how it negatively impacts brands when used poorly, especially against fans. Strong fan communities are gold to the companies, individuals, products and things that they are a fan of. You just can’t buy this sort of promotion and marketing. In some form or another, they love you and/or they want to love you.They spread the word about you.They give you their money, by buying whatever it is that you do.They talk about you regularly, even in your moments of downtime.They don’t cost you any money! It’s organic and wonderful. But, Then You Blow It Yet, I see some companies totally mess it up by freaking out about the use of trademarks on the site or in domain names. What happens then? I’ve been on the receiving end of a handful of cease and desist letters before and it makes me wonder if any actual thought was put into them. The Solution: License Your Brand
Avis d’expert : Les nouveaux enjeux de la Modération 2.0 par Jeremie Mani – Tribune e-Business Le Web 2.0 a engendré son lot de dérives, qui ont profondément modifié le métier de modérateur. Et déjà, on voit apparaitre les premiers signes d’une nouvelle évolution. Si on vous demande de citer les plus vieux métiers du Web, peu de chance que vous pensiez à la Modération. Pourtant, les modérateurs étaient déjà indispensables aux services de Rencontres du ... Le risque d'image tout d'abord : aucune marque ne pourrait tolérer un propos raciste, pédophile ou une arnaque sur son forum, son blog ou sa page fan Facebook. D'où l'importance de relire et filtrer les textes, commentaires, images, vidéos... générés par ses utilisateurs (ou Users Generated Contents). Les "Tintin", journalistes en herbe, curieux voire cultivés, contribuent beaucoup à la qualité des Espaces Communautaires. Quelques modérateurs faisant offices de gendarmes suffisaient à gérer les débordements constatés, pour que tous puissent s'exprimer, échanger, partager ses opinions. Et demain ? Qui, à part les modérateurs ?
10 Fresh Tips for Community Managers **This series is supported by the Social Influence System, presented by Waggener Edstrom Worldwide. To learn more visit Waggeneredstrom.com/nozombies. Most community managers are well-versed in the basics of social media engagement. We all know how to deal with trolls and how to create conversations. Here are some interesting and unorthodox bits of advice for the expert community manager — that tireless social media junkie with oodles of personality who's trying to balance marketing-driven execs with ego-tripping power users while still trying to maintain some semblance of a personal life. Community managers, feel free to chime in with your own best practices, oddball stories and lessons learned and words of wisdom for the newer folks in your ranks. 1. Community managers have to have the unflappable calm so often seen in the mothers of multiple young children. 2. 3. You're here to serve and support, not sell. 4. 5. 6. 7. 8. 9. Community isn't a game of numbers. 10.
Moderator's Reading Li by Vanessa DiMauro - March 15, 2010 The demand to build online communities has been accelerated by the fashion of social media. Consequently the roots and best practices of moderation are often overlooked due to the pressures to perform. However, online community building requires skill -a cultivated skill – in order to create a productive and safe environment for information exchange. Online communities can be of great value to organizations seeking to foster relationship building, increase customer intimacy, and to better understand the needs of their members (and therefore have the ability to translate those needs into service offerings or products). We believe that the act of building communities for business is a strategic initiative that can fuel the lifeblood of an organization. Online communities are of greatest value to a company when they are managed internally as the customer relationships are much too important, especially in the B2B realm, to leave to an outside agency.
Communautés et agrégation d’égoismes Résumé : alors qu’elle a du mal à pénétrer sur les bons vieux forums ou des communautés d’activistes parlent à bâton rompu, l’entreprise est toujours aussi mal à l’aise avec les communautés qu’elle essaie d’agréger sur le web “moderne”, ne sachant trop que faire ou quoi donner pour que la mayonnaise prenne. En fait tout le problème réside dans cette notion d’agrégation : de plus en plus, et sur Facebook notamment, on agrège des égoismes plutôt qu’on réunit des communautés. A partir de là la compréhension de leurs attentes devient essentielle pour servir efficacement ces pseudo-communautés : communication, promotions et service. Le web n’a pas attendu d’être passé en version 2.0 pour héberger des communautés. Ce qui a changé ces dernières années c’est que les entreprises ont essayé de réunir leurs communautés dans des espaces privatifs au au sein d’espaces publics (facebook etc..). Venons en donc à ces nouvelles communautés, notamment celles hébergées sur Facebook. Google+