What’s Changing?
Reason for the Change
To provide customers functionality to allow their employees to work with head office to moderate and self-govern content created within their company on Engage.
Customers Affected
All Fourth Engage users.
Release Notes
Introducing the Brand New ‘Content Moderation’ Feature
Introducing a brand-new capability that is designed for Fourth’s customers using Engage, to allow their employees interacting within Engage to be able to report content that they feel is inappropriate to the wider audience. Please note: This capability, by design, will require customers to allocate a group of individuals to moderate content that is being reported within Engage on a day-to-day basis. These moderator users will need to determine best if the content (a post or comment) is deemed to be permissible or not compliant with the customers’ community guidelines and/or their own internal policies.
This feature brings value to Fourth’s customers for the following reasons:
Engage users will now be able to report the following types of content, if they deem it to be inappropriate within Engage:
Fig.1 – Report Option for Posts
Fig.2 – Report Option for Comments
When the Report option is selected, a text box will be available to provide a reason for reporting the specific post or comment. At this stage, users have the option to:
Fig.3 – Report this Post Window
Users can provide their reason for reporting the content, as seen in Fig.3, by providing a short and concise description using the free text field. This field has a character limit of 255 characters.
Fig.4 – Submit a Report Option
Users who created a post or comment cannot report their own content; content can only be reported by anyone else but the creator of the content. The report submission process is the same for both posts and comments.
Fig.5 – Report Submitted Confirmation
Reported Posts and Comments
Once content has been successfully reported, the post or comment will be immediately hidden from Engage so that it is no longer visible to other users.
In the case of multiple users attempting to report the same content at the same time, the first submission will be given priority and all other users who try to submit their report for the same content will be informed that another user within the company has already reported this content.
If a user navigates to content that has already been reported, e.g. an Engage user selects a push notification/Engage notification because they were mentioned in the post, but it was reported before they opened the notification, the following messages will be displayed to show that the content is no longer available to view as it is under review:
Notifications Related to Reported Content
When content is reported by a user in Engage, various push notifications/in-app notifications and emails will be published to the relevant users based on their role:
Moderator Role
As part of this capability, a new Moderator role permission will be introduced, that can be assigned to any users within Engage by Admin users from the Salesforce Console.
The Moderator permission can be provided to a user on the Contact page within the Salesforce console for each individual user.
Fig.6 – Providing Moderator Role Permission to Users
Customers are advised to ensure the allocation of the Moderator role permissions to multiple users (2 as a minimum) to create redundancy within the organisation so that reported content can continue to be monitored and reviewed if another moderator becomes unavailable.
Reviewing reported content
Moderators will have permissions to view a new 'Moderator' area in Engage in the left-hand menu that will only be visible to users with the Moderator role permissions.
Fig.7 – Moderation Option in Engage
Within the Moderation page, moderators can:
Fig.8 – Viewing reported content
The moderation page is not user specific to individual users and therefore any reported content will be visible to all moderators within an organisation.
In the case of multiple moderators attempting to review the same content at the same time, the action from the first moderator will take precedence and any other moderators who attempt to action the same content will be notified that this has already been reviewed by another moderator.
Content that has been reported is presented to moderators with additional information:
Fig.9 – Reviewing Reported Content
Once moderators have reviewed the content, the following options are available:
Notifications Related to Moderated Content
When moderators have reviewed a piece of content and determined whether it should be removed or allowed, various push notifications/in-app notifications will be published to the relevant users based on their role:
Viewing Reviewed Content
Once moderators have completed reviewing the reported content, a high-level audit trail of all reviewed content across the organisation is available within the Reviewed tab in the Moderation page:
Fig.10 – Reviewed List of Content
Toggling Push Notifications for Moderators
Moderators have the option to toggle off push notifications specifically for Moderation related activities around receiving push notifications when content is reported within Engage.
This toggle can be switched on/off from within the Preferences page inside the moderators’ user profile.
Fig.11 – Moderation Push Notification Toggle
Profiles supported by this functionality:
- Introducing a brand new Content Moderation feature
- General Bug Fixes
Reason for the Change
To provide customers functionality to allow their employees to work with head office to moderate and self-govern content created within their company on Engage.
Customers Affected
All Fourth Engage users.
Release Notes
Introducing the Brand New ‘Content Moderation’ Feature
Introducing a brand-new capability that is designed for Fourth’s customers using Engage, to allow their employees interacting within Engage to be able to report content that they feel is inappropriate to the wider audience. Please note: This capability, by design, will require customers to allocate a group of individuals to moderate content that is being reported within Engage on a day-to-day basis. These moderator users will need to determine best if the content (a post or comment) is deemed to be permissible or not compliant with the customers’ community guidelines and/or their own internal policies.
This feature brings value to Fourth’s customers for the following reasons:
-
This capability creates a self-governing social platform that customers can benefit from by allowing employees to uphold the quality of content being created within their community in Engage without day to day intervention from HR and/or head office
- Administrators can delegate responsibility to specific individuals to ensure proper use of Engage by their users without breaching internal policies or company standards
Engage users will now be able to report the following types of content, if they deem it to be inappropriate within Engage:
- Posts
- Comments
- Feed
-
Group Feed
-
Dynamic Groups
- Posts
- Comments
-
Dynamic Groups
-
Company Groups
- Comments
-
Response only Groups
- Comments
Fig.1 – Report Option for Posts
Fig.2 – Report Option for Comments
When the Report option is selected, a text box will be available to provide a reason for reporting the specific post or comment. At this stage, users have the option to:
- Enter text and Submit the report
- Cancel the process of reporting the content by selecting the X in the top right-hand corner of the window
Fig.3 – Report this Post Window
Users can provide their reason for reporting the content, as seen in Fig.3, by providing a short and concise description using the free text field. This field has a character limit of 255 characters.
Fig.4 – Submit a Report Option
Users who created a post or comment cannot report their own content; content can only be reported by anyone else but the creator of the content. The report submission process is the same for both posts and comments.
Fig.5 – Report Submitted Confirmation
Reported Posts and Comments
Once content has been successfully reported, the post or comment will be immediately hidden from Engage so that it is no longer visible to other users.
In the case of multiple users attempting to report the same content at the same time, the first submission will be given priority and all other users who try to submit their report for the same content will be informed that another user within the company has already reported this content.
If a user navigates to content that has already been reported, e.g. an Engage user selects a push notification/Engage notification because they were mentioned in the post, but it was reported before they opened the notification, the following messages will be displayed to show that the content is no longer available to view as it is under review:
- 'This post is not available and is under review'
- 'This comment is not available and is under review'
Notifications Related to Reported Content
When content is reported by a user in Engage, various push notifications/in-app notifications and emails will be published to the relevant users based on their role:
-
Creator (the user that created the post or comment)
- Push Notification will be published to the creator to inform them that their content has been reported
- In-app notification will be published to the creator to inform them that their content has been reported
-
Moderator
- Push Notifications will be published to all moderators to inform them that a new content item has been reported.
- In-app notification will be published to all moderators to inform them that a new content item has been reported.
- Emails will also be published to all moderators to inform them that a new content item has been reported.
Moderator Role
As part of this capability, a new Moderator role permission will be introduced, that can be assigned to any users within Engage by Admin users from the Salesforce Console.
The Moderator permission can be provided to a user on the Contact page within the Salesforce console for each individual user.
Fig.6 – Providing Moderator Role Permission to Users
Customers are advised to ensure the allocation of the Moderator role permissions to multiple users (2 as a minimum) to create redundancy within the organisation so that reported content can continue to be monitored and reviewed if another moderator becomes unavailable.
Reviewing reported content
Moderators will have permissions to view a new 'Moderator' area in Engage in the left-hand menu that will only be visible to users with the Moderator role permissions.
Fig.7 – Moderation Option in Engage
Within the Moderation page, moderators can:
-
View content reported by users in Engage
-
Posts and comments that have been reported are shown in full with all of the following data:
- Text
- Images
- Videos
- Attachments
- All content displayed in the New tab is sorted by the most recent report always at the top of the list view
- Moderators can scroll down to lazy load multiple records of reported content
-
Posts and comments that have been reported are shown in full with all of the following data:
-
Review content reported by users and decide to:
- Remove posts/comments; or
- Allow posts/comments to remain in Engage
- View a list of content reviewed and actioned by all moderators within the organisation
Fig.8 – Viewing reported content
The moderation page is not user specific to individual users and therefore any reported content will be visible to all moderators within an organisation.
In the case of multiple moderators attempting to review the same content at the same time, the action from the first moderator will take precedence and any other moderators who attempt to action the same content will be notified that this has already been reviewed by another moderator.
Content that has been reported is presented to moderators with additional information:
- Type of Content (e.g. post or comment)
- Original date the content was created
- Original date for when the content was created
- Name of the user that reported the content
- Comments/reason provided by the user at the time of reporting the content
Fig.9 – Reviewing Reported Content
Once moderators have reviewed the content, the following options are available:
- Remove the post or comment by selecting Remove which will delete the content from within Engage
- Allow the content to stay in Engage by selecting Allow which will re-instate the post or comment to the feed(s)
Notifications Related to Moderated Content
When moderators have reviewed a piece of content and determined whether it should be removed or allowed, various push notifications/in-app notifications will be published to the relevant users based on their role:
-
Creator (the user that created the post or comment)
- Push Notification will be published to the creator to inform them of the decision made by the moderator
- In-app notification will be published to the creator to inform of the decision made by the moderator
-
Reporter (the user that reported the post or comment)
- Push Notification will be published to the creator to inform them of the decision made by the moderator
- In-app notification will be published to the creator to inform them of the decision made by the moderator
Viewing Reviewed Content
Once moderators have completed reviewing the reported content, a high-level audit trail of all reviewed content across the organisation is available within the Reviewed tab in the Moderation page:
Fig.10 – Reviewed List of Content
Toggling Push Notifications for Moderators
Moderators have the option to toggle off push notifications specifically for Moderation related activities around receiving push notifications when content is reported within Engage.
This toggle can be switched on/off from within the Preferences page inside the moderators’ user profile.
Fig.11 – Moderation Push Notification Toggle
Profiles supported by this functionality:
- Engage Profile
- Engage Admin Profile
- Collaboration Profile
- Collaboration Admin Profile
Comments
Is there a report that tells you who has been made a moderator? @... Lindsey Braniff
Hey Rachel Sutton,
Thank you for your question, unfortunately there is no such report.
Kind regards,
Fourth Communities Team
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