All user-generated content (UGC) 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.
Submitted content can be found on the Bazaarvoice Workbench under Content.
The following flow chart shows the content moderation process:
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 & 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.
- 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.
To reject a review, a moderator tags the content with one or more of the following rejection codes. Rejection codes are categorized as editable or non-editable:
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. When a review is tagged with one of these codes, the contributor receives 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 can edit the review and resubmit it for moderation.
Here are the editable codes:
Code Description Code Description CR Competitor references PRI Price mentioned DBA Directs business away SI Shipping and fulfillment IMG Inappropriate image URL Contains a URL MSR Misleading star rating VAC Irrelevant PII Personally identifying information
Non-editable—Moderators use non-editable codes when a review contains no useful content, such as a duplicate review or spam. When a review is tagged with one of these codes, the contributor receives an email with an empty review form and a submission link. The contributor can 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 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
* Refer to COPPA support below
In addition to the general syndication guidelines, Bazaarvoice Content Network has defined additional guidelines for syndication. For example, some content may be syndicated for the sender, but not for the recipient. References to price, sales or promotions, or the location of purchase that appear in multiple locations may create confusion or introduce friction, and therefore are not allowed to be syndicated.
|CSN||Indicates customer service experiences / interactions; not the focus of the review|
|PC||Specific deals, promotions, or sales related to a product / service|
|PRI||The price or cost of a product or service is included in the user's feedback|
|RET||Reference to named retailer where a product or service was purchased|
The Bazaarvoice moderation team, a unique branch of content management, uses sophisticated tools and systems to detect suspicious content. These authenticity processes enable Bazaarvoice to reject content if the content is identified to be fraudulent or not in compliance with the Bazaarvoice Authenticity Policy.
|FRD||Indicates suspicious review activity|
|DUP||Indicates suspicious review activity, such as multiple reviews on a single product by a unique user|
|NBD||Applied when a review is flagged as in need of a badge for disclosure to end users|
We use client codes as indicators of events that has impacted the content (for example, the labels that signify an event that occurred). Client codes do not change or impact the status of content.
|ABC||Indication of approval made through Workbench by the client|
|RBC||Indication of rejection made through Workbench by the client|
|REMOD||Denotes previously approved content that is reported by a user and returned through BV moderation|
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:
- Sign in to the Bazaarvoice Workbench.
- 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 & Reviews, for example, select Ratings & Reviews under the Content Dashboards section.
- Hover over the Moderation filter. From the dropdown menu, select Moderation Status, and then select the Rejected option.
- Select Apply. The page refreshes to display rejected review data.
- Select 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.
- Scroll down to look at a sampling of reviews. If you see a review that has been rejected incorrectly, hover over the review and select Show Details.
- 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.
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 select 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.
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.
Contact Bazaarvoice Client Care to enable profanity moderation.
Before beginning, consider these best practices:
- Be thoughtful before removing a word from the profanity 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.
Optimistic publishing provides a way to simultaneously display UGC 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 UGC 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 UGC prior to human moderation, all UGC is scanned for profanity and inappropriate slang before content is accepted and published. Content that ultimately fails Bazaarvoice moderation is removed from your site.
Contact Bazaarvoice Client Care to enable optimistic publishing.
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:
- Sign in to the Workbench and hover over Alerts.
- Select Create A New Alert.
- Select Event Triggered and select Continue.
- Fill in the text fields with your desired settings and select Save & Continue. Repeat this step for each screen until you have completed the setup.
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 selected a minimum of three times.
Follow these steps to enable remoderation:
- Sign in to the Bazaarvoice Portal .
- From the Portal menu, select Configuration.
- Select the instance.
- Select Go to Configuration. The Site Manager appears, listing the available deployment zones and implementations.
- From the Implementations section, select Edit next to the implementation you want to configure.
- Select Display Options on the sidebar, and select the Ratings & Reviews tab.
- Under Review Helpfulness Voting, select Enabled.
The option to customize your guidelines is dependent on your moderation package.
Should you wish to inquire about eligibility or discuss desired changes, filing a case is the best way to get in touch with us. A moderation specialist will address your request. Follow these steps to file a case:
- Sign in to the Support Community .
- Select Open a Case.
- Select Feature Change Request.
- Briefly explain your concerns and intended objective.
- Select Confirm.
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:
- Children’s Online Privacy Protection Act of 1998
- Frequently Asked Questions about complying with COPPA
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 sign in at a later time and submit content.
The cookie persists for 365 days.