Justin Isaf - How To Reduce Your Moderation Costs

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Moderating for Fractions
of a Penny per Comment
@justinisaf
The Communal Group
SPRINT San Francisco 2014

Ohai!
Principal at
The Communal Group

Ohai!
I used to manage the HuffPost Community
We pre-moderated 450,000 comments a day
with 28 moderators
*This is roug...

Disclaimer
I do not claim to have thought of everything, for every situation, nor
do I intend to. These things worked in...

Why
It’s a super unsexy cost center
But it’s essential
So let’s make it cheap and best

Why
Industry standard is about $0.25 per
comment for low-scale and $0.04 at scale
I’m going to show you how to do it fo...

Terms
Active vs Reactive moderation - are you actively looking for
good/bad content or are you waiting for “flags” befor...

Moderation Types
Housekeeping - Maintaining baseline standards, designed to avoid
offensive content, legal headaches and...

Baselines - Performance
Professional moderators working at @ 85-90% accuracy:
Housekeeping - 400 - 600 comments per hour...

Baselines - Salaries
Remote moderators start at (plus benefits):
Housekeeping - $12 an hour/$28K per year ($0.03 cpc)
C...

Baselines - Outsourcing
$25-$35 per hour or
$0.17-$0.30 cents per comment
0-10% Account maintenance fees
50-400 commen...

Embrace the Machines
People are very good at nuance, but bad at volume
Machines are very good at volume, but bad at nuan...

Embrace the Machines
Machine assisted Human moderation lets machines
take care of “sure” tasks, and passes “unsure” task...

Embrace the Machines
Machine assisted Human moderation can give you
approximately a 4:1 leverage on your humans
(gettin...

Design, for Moderation
Highlighting trigger words can give moderators a 50% increase in speed
Scoop some of the shit out...

Design, for Moderation
Highlighting trigger words can give moderators a 50% increase in speed
Scoop some of the shit out...

Design, for Moderation
Hotkeys for publish and delete (~5% increase in speed)
Size 14 Times New Roman (or Arial) (~7.5% ...

Design, for Moderation
All in, a well designed moderation tool will give you
another ~200 comments an hour
(bringing us...

Utilization
We’ve assumed 100% utilization so far
(that’s 3.5million comments per year)
If you have that “problem”, con...

Case Study - Salon.com
Media site dealing with politics
~75,000 comments per month
Volume peaks during daytime hours

Case Study - Salon.com
Started with 2 part time mods, reactive
housekeeping moderation
Touched ~3-4% of the incoming vo...

Case Study - Salon.com
Now 1 full time moderator during peak hours
for real-time, active, post-moderation and
reviews o...

Case Study - Salon.com
Now they touch ~80% of incoming content
Within 5 minutes during the day and 30
minutes during ni...

Case Study - Salon.com
~2500% increase in coverage,
for 96% reduction in cost per comment
to get better coverage

Next Steps - Nascent Community
Fewer than 5K comments per month
Hands on by the owner/CM
Consider volunteer “leaders” t...

Next Steps - Small Community
5-50K comments per month
Outsource 24/7 flagged comment review
with a 30 minute SLA (assum...

Next Steps - Medium Community
50-200K comments per month
Outsource flagged comments
Hire in-house moderator(s) for peak...

Next Steps - Large Community
200K+ comments per month
Hire 3 full time/2 part time moderators in-house
Turn on the mach...

Cat

Cat

Done
Thanks!
Questions?
@justinisaf / justin@communl.com / 415-789-ohai

Moderation Types - Housekeeping
Most common type of moderation.
Often necessary. Often not sufficient.
Never ending, es...

Moderation Types - Curating
Most likely to increase the quality of discussion.
Often overlooked because the Risk Of Igno...

Moderation Types - Mediation
Most likely to increase the quantity of discussion.
Often seen in early stage communities. ...

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