Moderation

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Introduction

The Comments add-on allows you to define multiple moderators, each of whom may moderate one or more comment categories, and perform actions such as deleting comments and blocking users. You can also define moderators who are permitted to moderate all categories.

To enable comment moderation:

  1. In your site settings, define your moderation settings.
  2. Define at least one moderator for the site in the moderators page.
  3. The moderator must log into the Comment Moderation site with the moderator username and password that you have set up.

Gigya also offers integration with two external moderation services, Netino and DiscussIT.

Step 1: Defining Your Moderation Settings

Log into the Gigya website and go to Settings > Comments Setup. This page displays all the comment categories you have defined for your website. Select the comment category you wish to configure and click the "Comment Settings" link for that category.

 

In the Comments Settings page for your chosen comments category, go to the "Moderation" section.

 

 

Note: Whenever you make a change in this page, make sure to save it by clicking the "Save Changes" button at the bottom of the page.

 

Moderator's Notification Email

Enter an email address that will be used to receive all the notifications regarding moderation:

 

When email notification is enabled, the email address defined as the Notification email will receive a notice whenever a comment is posted. Note that any comments deleted by the user prior to entering the Moderation Panel will no longer be accessible. 

 

Pre-Moderation by Comment Content

By default, all comments posted using the Comments add-on are post-moderated. That is, they are posted immediately when users submit them, and you (as the moderator) may look over them afterwards to see if you want to remove them.

You may choose to have some or all of the comments posted on your site be pre-moderated. In a pre-moderation process, comments that are submitted are sent to a moderation queue, where a moderator needs to approve them before they are published on the website and viewable by other users.

In this section, you can: choose which comments you want to pre-moderate according to the content of the comment:

  • Text only - comments that do not include any of the special types of content listed below.
  • URL - comments that include any URLs within the comment body. This pre-moderation setting is applied regardless of whether you have selected Enable Links in Comments. If Links in Comments are not enabled, URLs entered as part of the comment body are displayed as regular test, but still constitute URLs for the purpose of pre-moderation.
  • Image - comments that include images (see Enable Embedding Media Items).
  • Video - comments that include videos.
  • Other supported content - comments that include any other rich content, e.g. audio.

For each type of comment content, you can choose to have the comments pre-moderated for all users (including registered users) or for guest users only. This enables you to take advantage of pre-moderation where it is most needed while still providing a smooth commenting experience for registered users of your website. The option to pre-moderate for guest users only is available only if you have enabled guest comments.

Banned Words

When a comment is rejected for containing any Banned words, as defined in the Site Settings Restrictions page,  moderators will still receive an email alerting them that a comment has been posted. When logging into the console to approve or reject these comments, you will find them awaiting approval in the Trash folder.

Users that post comments that contain banned words will receive the following message regarding their post, stating that it is pending review.

Flagging

If Comments Flagging is enabled, when comments are Flagged by other users, moderators will receive an email alerting them that the comment has been flagged.

 

Only comments that are flagged by users via the Flag this Post option will be located in the Flagged folder of the Moderation Panel.

 

Notes:

  1. As you may expect, for comments that fall into two or more content categories, the stricter pre-moderation setting is used. For example, if you have chosen to pre-moderate comments that include URLs, but not comments that include images, a comment that has both a URL and an image will be pre-moderated.
  2. Comments submitted by moderators are always published immediately, regardless of the pre-moderation settings for that category or content.

Email Moderator

You can select to email the moderator when a new comment is posted by checking the check box and clicking the "Save changes" button at the bottom of the page:

When enabled, the moderator will receive an email with each new comment, reply, or review posted on one of the streams assigned to the category he manages. The email will be sent to the email address inserted in the Notification email text box.

Allow Comment Editing

You can allow the moderator to edit comments by checking the check box and clicking the "Save changes" button at the bottom of the page:

When enabled, the moderator can edit and repost comments.

Flagging

Gigya's commenting service allows users to flag specific comments that they find offensive or inappropriate. A flagged comment is then reviewed by the moderator, who decides whether to remove or approve it.

Enable flagging by checking the 'Enable comments flagging' check box and clicking the "Save changes" button at the bottom of the page.

You can also determine:

  • Whether to email the moderator when a comment is flagged a specified number of times. If you choose this option, the default is 3 times.
  • Whether to remove a comment when it is flagged a specified number of times. If you choose this option, the default is 5 times.

When you flag a comment, a little red flag will be displayed next to the comment:

 

Note: To prevent abuse of the flagging feature, a comment can only be flagged once from each IP. Subsequent flags originating from the same IP will be ignored, even if they are submitted by a different user account.

 

Moderator Comments

When moderators reply to comments, you can select how moderator commenter names and photos will appear in comment streams:

Moderator Commenter Name

For the moderator commenter names, you can choose between using the nicknames from the moderator profiles or using admin-defined commenter names.  

The nickname from the moderator profile means the actual "nickname" field in the profile object of the user who is the moderator. If you choose to use nicknames from the moderator profiles, and a specific moderator does not have a nickname in his profile, the name that will be used is "Moderator". 

If you choose to use commenter names that are admin-defined, and you don't provide a name, the name that will be used is "Moderator" in this case too. If you do provide a name, all moderators will post with the same name you provide here.

Moderator Commenter Photo

For the moderator commenter photos, you can choose between using photos from the moderator profiles and using an admin-defined photos. 

The photo from the moderator profile means the actual "photoURL" field in the profile object of the user who is the moderator.  If you choose to use photos from the moderator profiles, and a specific moderator does not have a photo in his profile, the photo that will be used is the default moderator image: 

 

If you choose to use commenter photos that are admin-defined, and you don't provide a photo, the photo that will be used is the default moderator image in this case too. If you do provide a photo, all moderators will post with the same photo you provide here.

 

Note: Moderator comments will not be removed due to flagging, even if the relevant setting is on. Also, the moderator comments are not counted for Reports or for Customer Insights.

 

Spam Protection

You may choose to use spam protection. The spam protection vendors that are available are Akismet and Mollom.

Akismet

Akismet is a hosted web service that you can use for spam protection. To activate the Akismet service:

  • Check the Akismet check box
  • Retrieve your own Akismet API key at Akismet.com
  • Enter the Akismet API key that you retrieved
  • Save the changes at the bottom of the Comments Settings page

When checked, all comments under the specified category ID and site API that are posted to the server, will be sent to Akismet (through their API) for validation. If Akismet returns "true", then the comment is marked as spam and placed in trash automatically.

During the settings save action, the system validates the key, and if the wrong API key is entered, you will be alerted that the key is not valid. 

If the service (your-api-key.rest.akismet.com) is not available or returns an error code the comment will be posted and will be tagged as not spam.

Mollom

Mollom uses spam filtering technology that you can use for spam protection. To activate the Mollom service:

  • Check the Mollom checkbox
  • Retrieve your public API key and private API key at mollom.com
  • Enter the Mollom API key that you retrieved
  • Save the changes at the bottom of the Comments Settings page

When checked, all comments under the specified category ID and site API that are posted to the server, will be sent to Mollom (through their API) for validation. Mollom decides if a comment is spam according to core classification; there are three possible options:

  • "Ham" - the comment is not spam and is allowed to post
  • "Spam" - the comment is marked as rejected and placed in the trash automatically
  • "Unsure" - the comment is held pending moderator review

During the settings save action, the system validates the key, and if the wrong API key is entered, you will be alerted that the key is not valid. 

If the service is not available or returns an error code the comment will be posted and will be tagged as not spam.

Shortcut for Ease of Moderation

In some scenarios, comment moderators view a comment stream on site and notice a comment that needs to be removed or moderated.  We enable moderators to easily find the streamID and commentID of a specific comment while viewing an online stream by using the following shortcut: Hover anywhere over the comment and press shift+down arrow on the keyboard.

A dialog appears with the following details:
  • Comment Data:
  • Stream ID: [the current streamID]
  • Comment ID: [the comment ID]

Step 2: Defining Your Moderators

In this page you may define your site's moderators. The Moderators page can be viewed and edited by admins only. If you have the credentials, access to the Moderator page of Gigya's website. Please make sure your are signed in. The Moderator page may also be accessed by clicking "Settings" in the upper menu and then "Moderator" in the left menu:

 
In this section you can define comments moderators, each with the ability to moderate one or more specific comments categories. You can also define moderators who are allowed to moderate all comments categories. The section includes a table that displays all moderators in the site, and you may edit, remove or add moderation users. You can also find here the link to the Moderator Administration Site.

 

Only admin users can view and edit this section.

 

Adding a Moderator

Click "Add a Moderator" to open the following dialog box:

 

 
Enter the following information:

Then click "Save" to create the new moderator.

Editing, Duplicating and Removing Moderators

You can change the properties of existing moderators by clicking the "Edit" icon.

To add a moderator that has the same credentials as an existing moderator, click the "Duplicate" icon. The "Add Moderator" dialog will open and the categories will be preset.

You can also remove a moderator from the list by clicking the "Delete" icon. 

Step 3: Using the Comments Moderation Page

The Comments Moderation page is where you perform the actual work of moderating. The page allows you to:

  • Approve or reject comments or delete them after they have been published.
  • Block and unblock users by user login or by IP address.
  • Change the status (Read-Only/Enabled/Disabled) of an entire comments category or of a specific stream.

To access the Comments Moderation page for your site, click the "Moderator link" in the Moderators page in your Comments Settings:

 

A new window opens with the following sign-in dialog box:

 

Sign in with the username and password you defined when you added a moderator

Then, choose the comments category you wish to moderate from the drop-down menu at the top of the page.

 

The site includes four tabs that show different slices of the data:

You can click the "Refresh" button at any stage in order to refresh the view (except for the Settings Tab).

 

The Comments Tab

The comments tab displays the comments in your chosen category.                                                   :                                                                                                                                                        

                                                                                                          

You may filter the comments by Stream ID, Comment ID or User ID through search box in the top right corner of the tab, or you may filter the comments by status. 

 The different statuses are:

  • Pending: Comments that are awaiting moderator approval to be published, either because the category is set to "pre-moderation" or because the comment has reached the flag limit set by the site owner. If you approve a comment or clear its flags, the comment is published in your site and moves to the "Approved" list.
  • Approved: Comments that have been published and do not require moderator action - either because the category is set to "post-moderation" and the comment has not been flagged, or because a moderator has already approved the comment.
  • Trash: Comments that have been rejected by a moderator or filtered automatically by the word filter. The reason for the rejection is also displayed. The possible options are: blocked word, blocked IP address, blocked user, Akismet spam protection, and blocked by user. Note that clearing the flags of a comment that is in the trash folder will not re-approve the comment.
  • Flagged: Flagged comments that the moderator can review and choose to either reject or keep. Flagged comments that were rejected by a moderator will not appear under the 'Trash' tab and will not be counted.

 

Information and Actions Available for Each Comment

For each comment in the comment list, the following fields are shown:

  • Commenter:
    • The name and picture of the commenter who published the comment. 
    • UID- the unique ID of a logged-in user.
    • IP - the IP address from where the comment was published (if available).
    • Badges - the badges of the user groups that the commenter belongs to.
    • Block User - Clicking this link will trash automatically all comments published by this user, including the current comment and all future comments.
    • Block IP - Clicking this link will trash automatically all comments published from that IP address, including the current comment and all future comments.
    • Highlight user -  When clicking it, a popover with the list of group names from the “Highlighted user groups” table of the Console will appear. The preset "Moderators" group will also be included. See Highlighted Comments for more information. 
  • Comment:
    • The comment text.
    • "Submitted/Replied on..." - Clicking this link displays the entire thread. Shows:"Submitted on [date +time]" if the comment is the in the root of the thread or "Replied on [date +time]" if the comment is a reply to another comment.
    • Tagging - if the commenter was tagged in the comment, the commenter name will appear with the "@" sign preceding it.
    • Embedded media items - if there is an embedded media item in the comment, the thumbnail will be visible. 
    • Reject - Clicking this link will move the comment (and its replies) to the 'Trash'. The comment will not be displayed to readers.
    • Reply - Clicking this link will open a text box in which you can reply to the comment directly from the moderation page. 
    • Highlight comment - Clicking this link will display a dropdown menu, showing highlight groups that were defined in the Console. Only a single highlight group can be selected, which means that any selection will override the previous one. Highlighted comments will have a colored background that indicates they are highlighted, similarly to the Comments add-on, according to the color specified in the highlight group. 
      See Highlighted Comments for more information.
    • Approve - Clicking this link will move the comment to the 'Approved' section. The comment will be displayed to readers. Any replies of that comment that are in the 'Trash' remain there and need to be approved specifically. Replying cannot be approved if the parent is in the trash.
  • Direct URL/Stream URL: When 'Enable direct comment linking' is activated, clicking the 'View Comment' link will open a new window with a direct link to the comment. If not, the 'View Stream' link will lead to the page that contains the comment stream.
  • Stream ID: The ID of the stream to which the comment belongs. Clicking the stream ID link shows all comments that belong to that stream (by the filtered status).
  • Moderator: If a moderator has performed any action on the comment, such as reject, approve, edit, delete, undo flag or block user, the username of the moderator is displayed here.

 

If the comment category settings allow ratings and/or a comment title, they also appear in this tab:

 

 

If a moderator deletes a comment, the points that were awarded for that comment via Gamification will also be removed.

 

Blocking Users

In addition to rejecting specific comments, you may block a user by clicking the "Block User" link under a user's details next to one of their comments, or by selecting one or more users and using the "Block Users" bulk action.

This action removes all of the user's comments (moves them to the "trash" status) as well as all future comments posted by that user.

 

Notes:

  • The "Block User" action blocks the user based on their login details. Users that are not logged in (guest users) cannot be blocked. You may use "Block IP" to block an abusive user based on the IP from which they are posting.
  • The "Block User" action applies to all comment categories, not just the category that has been selected or the categories managed by the specific moderator.
  • Use the Users tab to see all your blocked users and unblock one or more of them.

 

Highlighting Comments and Commenters

Comments highlighting allows you to make certain comments or reviews in your site stand out from the rest. The Highlighted Comments section of the Comment add-on explains this in detail. There is a "Highlight user" link under the Commenter column, which allows you to highlight the commenter, and a "Highlight comment" link under the Comments column, which allows you to highlight the comment. 

Here is an example of a user that has been highlighted:

The user belongs to the "Staff" and "Journalist" groups. 

Here is an example of a comment that has been highlighted:

 

Replying to Comments

Gigya allows moderators to reply to comments from the moderation site. Reply will be available on the "approved" and "flagged" sections of the "Comments" tab.

Clicking reply will open a text box with "post" and "cancel" options.

The result will be a moderator reply posted below the original comment. 

Bulk Actions

The moderator may apply bulk actions on a set of comments that were checked. The action will apply only if it is relevant to the checked comments. The following bulk actions are available:

  • Approve: unpublished or trashed comments.
  • Reject: published (approved) comments.
  • Highlight: published (approved) comments.
  • Block user: only applies to logged-in users (non-guests).
  • Delete: all selected comments will be removed after confirmation.

When a moderator executes a bulk action on comments, users, or streams, the page is refreshed and is updated to apply the changes to the current view.

The Users Tab

Currently, the Users tab displays users who have been blocked, along with their last known IP and their last comment. You may search the list by username.

To unblock a user, click the "Unblock User" list under their name in the list, or select several users and select the "Unblock Users" bulk actions.

Unblocked users remain in the Users tab and you may block them again.

 

The Streams Tab

Displays all streams that are associated with the site and category. A stream exists only after at least one comment has been posted.

By default, the streams in this tab are sorted according to creation date.

For each stream, you can:

  • Disable the stream (so that the Comments add-on is not displayed at all for this stream).
  • Make it Read Only (so that users can view comments but not submit new ones).
  • Change the pre-moderation setting.
Note: Make sure to read the Pre-Moderation by Comment Content section above for information on pre-moderating by comment content and by type of user.
  • Inherit category settings (selected by default): The stream inherits the moderation settings set for the category.
  • Off (post-moderation): Comments are published immediately.
  • All users: Comments are pre-moderated for all users.
  • Guest users only: Comments are pre-moderated for guest users only (while comments by registered users are published immediately).
  • Predefined by API: Pre-moderation has been set for this stream based on comment content (using an API method such as comments.setStreamInfo).
  • In the Stream Title column, you can click "Edit" to give the stream a more memorable title for moderators' use.
  • Similarly, you can edit the Direct URL for the stream.

Available bulk actions in this tab:

  • Enable Stream
  • Disable Stream
  • Read Only

The Settings Tab

The Settings tab allows the moderator to edit restricted words (for the category) as well as blocked IPs.

 

Restricted Words

This box displays restricted words for the category. If a user tries to post a comment that contains any of the words in the list, the comment will not be displayed.

Note: These restricted words apply only to the specific category being moderated. They do not apply to other comment categories or other add-ons in your site. For information about how to add restricted words for the whole site, see Site Restrictions.

Blocked IPs

This box allows you to block specific IPs. Users connecting from these IPs will not be able to post to your site.

Note: These blocked IPs are applied to the whole site (all comment categories as well as other community add-ons). They are added to the Site Restrictions and can be edited from the Gigya admin console. For more information, see Site Restrictions.

 

Third-Party Moderation Providers

In addition to its own support for managing comment moderation, Gigya has also integrated with 3rd party moderation providers Netino and DiscussIT.

To set up your Gigya integration with a 3rd Party Moderation provider, please contact your provider's account manager.

If you do not yet have an account with a 3rd Party Moderation provider, or have questions about Gigya's integration, please contact your Gigya Implementation Consultant.

Netino Moderatus

http://netino.com/moderatus-software/

Netino Moderatus is a powerful information management platform managing UGC flows that let you to moderate and/or respond to millions of messages per month in multiple languages.

  • Fluent in Facebook, Twitter, Youtube, Dailymotion, WordPress (blogs), Vbulletin (forums) and within 48h on any IT system.
  • Seamless interface with the main web publishing, animation and workflow tools.
  • Real-time client access to all statistics: response rates, rejection rates, message history, top 20 contributors, classification of the reasons for message rejection and more.

 

Discuss IT

http://www.discussit.com/

DiscussIt was formed to develop solutions that encourage and foster online communities. The company develops tools that help manage user generated content in ways that ensure growth of traffic and improved visitor hold time to the page, while at the same time allowing enforcement of standards of acceptable online behavior. DiscussIt’s technology gives media owners the tools they need to build and grow thriving online communities. Those tools – to moderate, curate and analyse content – help moderators protect the community from negative content; pick and feature the best comments and posts from top contributors; build profiles of community members (by analysing things like sentiment, intelligence, aggression and spam contained within their posts); and gain insights from the community that you can use to inform your business.