All consumer-generated content (CGC) submitted through your site goes through a moderation process. Content is first reviewed by a sophisticated Natural Language Processing (NLP) tool. If the tool is highly confident that the content meets brand criteria, it can be automatically approved and published. If the content needs additional review, however, the NLP tool will pass it on to human moderators who read and tag content for approval, rejection, or review. Content then goes through further filtering based on your customized rules and alerts.

Submitted content can be found on the Bazaarvoice Workbench under Content.

The following flow chart shows the content moderation process:

When you use Bazaarvoice, all of the content submitted through your site goes through a moderation process. Content is first reviewed by a sophisticated Natural Language Processing (NLP) tool. If the tool is highly confident that the content meets brand criteria, it can be automatically approved and published. If the content needs additional review, however, the NLP tool will pass it on to human moderators who read and tag content for approval, rejection, or review. Content then goes through further filtering based on your customized rules and alerts.

To evaluate content or review the results of moderation for your content, you can view trends in categories, products, and rejected reviews on your site. This can provide valuable insight to your marketing, customer service, product development, and merchandising teams. You can find this information under the Reports section of the Workbench.

Regarding moderation and ratings and reviews, be aware of the following:

  • You can configure Conversations to alert a consumer when he or she enters profanity in a submission form. Refer to Enable profanity moderation for details.
  • If a review is rejected by a moderator, the contributor receives an email notification but the message lacks an explanation by default. You can configure review resubmission to include moderators’ reasons in the email message to the consumer.

  • Moderation guidelines for seller ratings require seller reviews to review the seller or shopping experience, not the product. Google requires following these guidelines when sharing content with it. In addition, note these important points:
    • The guidelines have been approved for use by Google and cannot be altered, unlike product reviews content moderation guidelines.
    • Your employees cannot leave a seller rating for your company.
    • The guidelines cannot be customized per website, unlike product reviews content moderation guidelines.
    • Any review that includes a price reference will be rejected. Seller ratings must be about the company as a whole, not specific products or prices.

Universal content codes

Bazaarvoice recommends that you wait two to three months after collecting content to set up custom codes. It is much easier to determine what, if any, custom codes are needed once you have had the opportunity to analyze the content your site receives.

Bazaarvoice uses the following content codes for all clients.

Code Description Code Description
CS Customer service issues PUX Lack of purchase or user experience
DBA Directs business away SI Shipping issues
GIU Generally inappropriate UA Underage user
FL Language used does not match site SPM Duplicate or spam submissions
IMG Inappropriate image URL Contains a URL
LI Legal or liability issues VAC Vacuous or blank
PII Personally identifying information WP Wrong product

You can specify custom content codes based on your needs.  Some examples of commonly used custom rules are PRI (price description), RW (restricted words), and IW (insurance or warranty mention.)

Tip: For best accuracy, you should keep the number of content codes to a minimum.

Rejection codes

When moderators reject a review, they can select these types of codes:

  • Editable—Moderators use editable codes when a review contains useful content but includes some forbidden information, such as a competitor’s name or inappropriate media. Use of one or more codes results in an email with an editable copy of the original review and a submission link. The email lists the reasons for rejection and highlights them in the review text. The contributor then edits the review and resubmits it for moderation.

    Here are the editable codes:

    Code Description Code Description
    CR Competitor references PRI Price mentioned
    DBA Directs business away SI Shipping issues
    IMG Inappropriate image URL Contains a URL
    PII Personally identifying information VAC Vacuous or blank; needs detail
  • Non-editable—Moderators use non-editable codes when a review contains no useful content, such as a duplicate review or spam. Use of one or more codes results in an email with an empty review form and a submission link. The contributor can then choose to submit a new review. For example, a moderator can choose the CS code and then reject a review if the review is primarily focused on service or return policy rather than the product.

    Here are the non-editable codes:

    Code Description Code Description
    CS Customer service issues PUX Lacks personal experience
    FL Language used does not match site SPM Duplicate or spam submissions
    GIU Inappropriate content UA Inappropriate age (written by a reviewer who is 13 or under)*
    LI Legally sensitive content WP Applies to different product

    * See COPPA support below

Note: If a moderator chooses both editable and non-editable codes when rejecting a review, the resulting email displays an empty review form.

Determine why content was rejected

Bazaarvoice moderators reject inappropriate content before it is published to your website. You might occasionally notice a piece of rejected content that looks like it should have been approved.

Complete the following steps to determine why content was rejected:

  1. Log in to the Bazaarvoice Workbench.
  2. Hover over Content at the top of the screen. If you have more than one Bazaarvoice product or Conversations feature, your next step depends on the content type you want to inspect. To determine rejected content in Ratings and Reviews, for example, click Ratings & Reviews under the Content Dashboards section.
  3. Hover over the Moderation filter. From the drop-down menu, select Moderation Status, and then select the Rejected option.
  4. Click Apply. The page refreshes to display rejected review data.
  5. Click Show Reviews.

    At this point, you should see a specific review (or set of reviews) or, if you haven’t applied any additional filters from the Dashboards screen, all rejected reviews within the date range originally defined.

  6. Scroll down to look at a sampling of reviews. If you see a review that has been rejected incorrectly, hover over the review and click Show Details.
    Show details
  7. After the detailed view for that review appears, check the Moderator Codes section to see the code the moderator applied. When filtering by a specific moderator code, the offending content will be highlighted in yellow within the review management tool.
    Moderator codes

If you want to view all rejected content under a specific code, hover over the Moderation menu and select Moderator Codes. Check the appropriate content code box, and then click Apply.

When the screen refreshes, all reviews that our moderators rejected with that specific code will appear.

If you want to inform a review contributor as to why their content was rejected, use the review resubmission feature to add moderators’ reasons for rejection to the rejection email.

Enable profanity moderation

You can alert a consumer when he or she enters profanity in a Conversations submission form on your product page. The consumer cannot submit the content until the profanity is removed.

Before beginning, consider these best practices:

  • Be thoughtful before removing a word from the list. After you remove a word, it is no longer disallowed and the word might show up on your site.
  • When adding a word to a list, consider benign uses of the word and how consumers might use the word.
  • If you have optimistic publishing enabled, which is a configuration option for Questions & Answers, keep in mind that the list might affect what shows up on your site before moderation.
Note: After you configure profanity moderation as described below, existing content is not remoderated. If content exists that includes a word that is now prohibited, the word remains in the review or question.

Follow these steps to enable profanity moderation and define a list of profane words:

  1. Log in to the Workbench and then click Settings » Manage Applications.
  2. Select the implementation to edit. The Conversations configuration hub is displayed.
  3. Click Display Options on the left side of the page under User Experience.
  4. Verify that profanity moderation is enabled. Scroll down to the Profanity section of the General Settings tab, select a locale from the drop-down list in the section, and then make sure the Enabled option is selected.
    Note: Repeat this step for each locale in your implementation.
  5. Define the list of profane words that display a warning:
    1. To view the list of profane words that is currently defined, click the View button and then select a locale from the drop-down list. Click Close when done.
    2. To modify the current list, download the current list:

      • For a specific locale, select the locale from the All locales drop-down list and then click Download.
      • For all locales, leave All locales as the selected option and then click Download.

      A comma-separated value (CSV) file is downloaded to your system.

    3. Open the downloaded CSV file and edit the list to include the words that are considered profane. Type whole words, and wildcard characters are not supported.
      Note: For detailed information about editing the CSV file, click Show guidelines for editing Profanity CSV file in the Profanity section of the page.
    4. Save the file when you are done.
    5. Click the Upload CSV button and then select the file you edited.
      Note: If necessary, you can restore the default profanity lists (for all locales) by clicking the Restore defaults link.
    6. To verify that your changes were uploaded, view the list(s) as described in step 5a.

Be sure to publish the changes to the implementation that you modified.

Enable optimistic publishing

Optimistic publishing provides a way to simultaneously display consumer-generated content on your site as soon as it is submitted and submit the content to Bazaarvoice moderation for insight and appropriateness tagging. This means consumers see their CGC published right away, and product display pages (PDP) are populated immediately with dynamic content for improved SEO. The content is also submitted for human moderation, which vets content for unrelated remarks, inflammatory or vitriolic statements, and non-compliant content.

Though a certain level of risk exists when publishing CGC prior to human moderation, all CGC is scanned for profanity and inappropriate slang before content is accepted and published. Content that ultimately fails Bazaarvoice moderation is removed from your site.

To enable optimistic publishing, contact Bazaarvoice Client Care .

Configure alerts for rejected content

Some content may contain sensitive information that needs to be communicated to someone in your organization. For example, content that has been rejected for mentioning a safety issue may need to be sent to your legal department.

Follow these steps to set up rules that will automatically send certain content to specified people or groups:

  1. Log in to the Workbench and hover over Alerts.
  2. Select Create A New Alert.
  3. Select Event Triggered and click Continue.
  4. Fill in the text fields with your desired settings and click Save & Continue.  Repeat this step for each screen until you have completed the setup.

Enable remoderation

Remoderation enables visitors to your site to flag inappropriate reviews or comments, which sends the content back to Bazaarvoice for human moderation. Remoderation occurs when Report is clicked a minimum of three times.

Follow these steps to enable remoderation:

  1. Log in to the configuration hub.
  2. Click Display Options on the sidebar, and select the Ratings & Reviews tab.
  3. Under Review Helpfulness Voting, select Enabled.

Change moderation guidelines

Bazaarvoice recommends that you wait two to three months after collecting content to set up custom codes. It is much easier to determine what, if any, custom codes are needed once you have had the opportunity to analyze the content your site receives.

Tip: For best accuracy, you should keep the number of content codes to a minimum.

Filing a case is the best way to get in touch with us to change your moderation guidelines. Follow these steps to file a case:

  1. Log in to the Support Community .
  2. Click Submit a case under Quick links.

  3. From the case details page, select Content moderation from the category drop-down menu and enter your case details.

  4. Click Open Case.

COPPA support

The Children’s Online Privacy Protection Act (COPPA) is intended to control what information is collected from children under the age of 13. It applies to operators of commercial websites and online services that collect, use, or disclose information from site visitors.

For detailed information about COPPA, refer to the following:

Bazaarvoice gives you the option to block users under any age from contributing content to your sites. The minimum age protected under COPPA is 13, but you can choose to block all users under 18, for example. The age-collection section on Bazaarvoice content submission forms as well as profile pages can be designed to discourage users from falsifying their age as well as detect and block underage users with the following methods:

  • A neutral age-screening mechanism on the content submission form or profile page where:
    • Users can select an age option list such as 17 or under, 18-24, and so on.
    • No indication or message that alerts a visitor that they must be 18 years or older to contribute.
  • A COPPA cookie for users under 18 years old, which recognizes the user agent or IP address and prevents the user from:

    • Using the Back button to enter a different age.
    • Using the same device and browser to log in at a later time and submit content.

    The cookie persists for 365 days.

Note: The age-screening mechanism is always enabled and is not affected by user authentication or by how a visitor accesses your site. For example, age-screening works the same whether the visitor clicks the "Write a review" link on your site or whether he or she clicks a link in an email that opens the content submission form. Bazaarvoice cannot provide you with guidance on COPPA, and in no event should this document be construed as such.