Comments Moderation Guidance

Advice for staff on comments moderation best practice.

Your involvement in comments moderation

You will only be involved in comments moderation if you are the author of content on this website and commenting is enabled on this content.

Your involvement will happen in 2 ways:

  1. Publishing comments of authors who have not yet been granted rights to freely publish comments
  2. Reacting to reports about comments where it is believed the comment breaks the participation guidelines

Please prioritise reported comments over all others.

You will be reminded

You will be notified by email of any actions that you need to take. A daily email report is send to your CTC email address only if you need to publish comments or react to reports (as indicated above). Please look out for an email from info@ctc.org.uk with subject "Comments on ctc.org.uk". If you don't receive this email then there is nothing you need to do.

Reported comments

There is a 'Report' button against each comment and allows anybody to report a comment if they feel it breaches a participation guideline. They may also give further information about why they feel it breaches a guideline.

You will be notified about reported comments by email and they are shown under the 'Reported' tab of the Comments Moderation page of the Staff Content Menu.

How to react to a reported comment

  1. Visit the 'Reported' page;
  2. Click on the 'Review' link;
  3. Consider whether you agree or disagree with the report be considering both the 'Report reason' and the 'Report comments';
  4. Click either 'Agree with report and unpublish comment' or 'Decline report and keep comment';
  5. If you are unable to decide, then click 'Back to Reported Comments list'.

Unable to decide?

If you are unable to decide if you should agree or disagree with a comment report, then please seek advice from your CTC line manager before resolving the report.

Unpublished comments

You will be notified about unpublished comments by email and they are shown under the 'Unpublished' tab of the Comments Moderation page of the Staff Content Menu.

How to react to an unpublished comment

  1. Visit the 'Unpublished' page;
  2. Click on the title of the comment;
  3. Consider the comment that has been written and decide if it is appropriate for it to be published i.e. does it adhere to the participation guidlines?
    1. Inappropriate comment? If possible, please edit the comment to make it appropriate.
  4. If you have edited the comment, please press 'Save';
  5. Then, now back on the Comments Moderation page, click 'Publish' for the relevant comment.

Unable to decide?

If you are unable to decide if you should publish or edit a comment, then please seek advice from a colleague or your CTC line manager before progressing. 

A timely response

We have publicised that we will publish all comments that don't breach our participation guidelines within 3 working days after submission. That gives you at best, 2 working days to react to your email notification about an unpublished comment.

If a comment has not been resolved by you in that time, it is escalators to the Editors who then have 1 day to resolve it.

Are you an Editor?

Then you have extra responsibility when it comes to comment moderation as well as that of a content author:

  1. If a comment has not been resolved by the relevant content author after 2 days, then you will receive a notification of this comment in an email report. You will have 1 day to resolve this comment.

Specific issues

A user maybe in distress or has requested assistance

If you have identified a situation where a user maybe in distress or has requested assistance, please contact the user directly providing links to specific information and support organisations: See Support organisations, in​ternet safety advice and educational resources.

A comment has illegal image of children

If you have identified a comment that has illegal images of children then please report it to the Internet Watch Foundation.

An immediate threat to life or a child is at immediate risk of harm

If you have identified an incident, including emergency incidents where there is an immediate threat to life or where a child is at immediate risk of harm then do not hesitate to contact your local police.

The UK Council for Child Internet Safety (UKCCIS) has been used as a reference for the guidance on this page: https://www.gov.uk/government/uploads/system/uploads/attachment_data/fil...

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