Moderation Workflow

Why Moderation Matters:

• Maintains community standards
• Removes inappropriate content
• Prevents spam and abuse
• Protects brand reputation
• Ensures productive discussions

What Can Be Moderated:

Moderation Access:

• Employees and above can moderate
• Some actions require admin role
• All actions are logged

Accessing the Queue:

Admin → Moderation → Queue

Queue Contents:

• Reported content (user reports)
• Flagged content (automatic detection)
• Pending review items
• Escalated issues

Queue Filters:

• Type: Ideas, comments, users
• Status: Pending, reviewed, escalated
• Product: Filter by product
• Priority: High, medium, low
• Age: Time since report

Working the Queue:

1. Review oldest items first
2. Check all context
3. Take appropriate action
4. Document decision
5. Move to next item

Report Types:

Reviewing a Report:

1. Click report in queue
2. Read reporter's reason
3. View the reported content
4. Check reporter history
5. View author history
6. Make informed decision

Actions:

• Dismiss: False report, no action
• Warn: Inform author of violation
• Remove: Hide or delete content
• Escalate: Send to senior moderator

Idea Moderation Actions:

Hide Idea:

• Removes from public view
• Author can still see it
• Use for: Minor violations, under review
• Reversible action

Edit Idea:

• Modify title or description
• Remove offensive language
• Fix formatting issues
• Author notified of changes

Delete Idea:

• Permanent removal
• Use for: Serious violations, spam
• Cannot be undone
• Author notified

Merge as Duplicate:

• Combine with existing idea
• Preserves votes
• Author notified

Best Practices:

✓ Document reason for action

✓ Give author opportunity to fix

✓ Be consistent in enforcement

✓ Consider cultural context

Comment Actions:

Hide Comment:

• Makes invisible to public
• Author still sees it
• Quick action for review

Delete Comment:

• Permanent removal
• Use for clear violations
• Notify author if appropriate

Edit Comment:

• Redact specific content
• Fix privacy issues
• Mark as edited

Comment Moderation Triggers:

• Offensive language detection
• Spam patterns
• User reports
• Keyword filters

Handling Disputes:

If author disputes moderation:

1. Review the original content
2. Check context of discussion
3. Consult guidelines
4. Escalate if uncertain
5. Communicate decision

User Actions:

Issuing a Warning:

1. Go to user profile
2. Click Moderate → Warn
3. Select reason
4. Add custom message
5. Send warning

Suspending a User:

1. Access user profile
2. Moderate → Suspend
3. Set duration
4. Add reason
5. Apply suspension

User cannot:

• Submit ideas
• Vote
• Comment
• But can still view

Banning a User:

• Permanent exclusion
• Requires admin approval
• Reserved for severe cases
• Can be appealed

Standard Guidelines:

Always Remove:

• Hate speech or discrimination
• Personal attacks or harassment
• Illegal content
• Personal information exposure
• Spam or advertising

Review Case-by-Case:

• Competitor mentions
• Strong language
• Off-topic discussions
• Cultural references
• Satire or jokes

Generally Allow:

• Constructive criticism
• Feature comparisons
• Frustration expression
• Questions about policy
• Positive feedback

Documentation:

For each action, record:

• What was the violation
• What action was taken
• Why this action was chosen
• Any follow-up needed

When to Escalate:

• Unclear guidelines apply
• Legal concerns
• PR risk
• User disputes decision
• Pattern of abuse

Escalation Path:

1. Moderator: Initial review
2. Senior Moderator: Complex cases
3. Admin: Policy questions
4. Legal/PR: Sensitive issues

How to Escalate:

1. Select the content
2. Click Escalate
3. Choose escalation level
4. Add detailed notes
5. Submit for review

Tracking Escalations:

• View in Moderation → Escalated
• Filter by status
• See resolution times
• Track outcomes

Automatic Detection:

Spam Filters:

• Link patterns
• Repetitive content
• Known spam phrases
• New user behavior

Language Filters:

• Profanity list
• Offensive terms
• Custom keywords
• Regex patterns

Configuring Filters:

1. Go to Settings → Moderation
2. Enable desired filters
3. Add custom words/patterns
4. Set sensitivity level
5. Choose action (flag, hide, delete)

Filter Actions:

Review Flagged Content:

• Regularly check flagged items
• Adjust filters to reduce false positives
• Add exceptions as needed