Content Moderator Outsourcing Philippines

Content moderator role

A content moderator’s role is to:

• Maintain the reputation of your business
• Promote a strong and positive community for your brand
• Reply to customer questions on your social media posts, blogs and forums
• Protect your social media page’s users from inappropriate content or harassment
• Use software to monitor content for certain words or image types, then make human judgments about the content
• Determine if a user’s post meets the guidelines of the platform and the group
• Remove offensive posts, offensive language, and spam comments.

The common types of user-posted content that content moderators review are:

• Facebook posts and comments, including video, images and text
• Instagram images, stories and text
• YouTube videos
• Forum posts
• Product or service reviews
• Shared or linked articles in social media posts
• Blog comments.

The more content your business produces across its platforms, the more comments, replies and links you’ll need to monitor. In fact, in an active and thriving online community, your engagement could add up to many thousands of posts each day, all of which need to be monitored. So if you’re finding your onshore solution isn’t up to this high-volume demand, it might be time to outsource your content moderation to the Philippines.

Content moderator experience

Quite a bit of your content moderators’ time will be spent fielding customer questions like “What are your opening hours?” (even when it’s clearly marked on your website!) and monitoring cheerful banter between members. But one important thing to remember is that some of the content on your social media pages and groups can, inevitably, be negative comments about your business or offensive comments about other members of the group. That’s why you need a few experienced or senior moderators on your team; to take care of challenging content dilemmas, and make tough decisions about banning inappropriate users.

A skilled content moderator in the Philippines knows how to tactfully defuse a cranky customer. There’s a real art to replying to an unhappy customer’s comment or negative review in a way that could resolve the situation as a win for your business. They’ll also make judgment calls on which images and comments deserve to be deleted for violating the platform’s rules or the page’s rules (such as obscene photos, hate speech, defamatory comments, or bullying of other members). As a result, the role of content moderator takes a special type of resilient person. You’ll benefit from taking your time to get to know candidates during the interview process to make sure they’re the right fit – and the right balance of junior and senior levels – to achieve your business goals.

Content moderators are categorized into 3 levels, based on years of experience:

• Junior – A junior content moderator has 6 months to 1 year of relevant work experience.
• Intermediate – An intermediate content moderator has 2-3 years of relevant work experience.
• Senior – Senior ones have 3+ years of relevant work experience.

When planning to hire a content moderator in the Philippines, it’s best to start with a team rather than just one person because:

• A team helps you manage the 24-hour nature of social media with a 24-hour roster
• Senior moderators can help with tricky content decisions, and teach junior moderators.

Content moderation tools

Content moderation strategy combines human-powered and automated systems of moderation. There are several software programs that help content moderators to find and highlight content that might be inappropriate. But the technology isn’t perfect, so the process still needs human judgment.

Some common tools used when outsourcing content moderation are: