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Status Needs review
Created by Morgan Holm
Created on Jan 6, 2025

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Develop a moderators' guide and external language describing how OPB moderates comments on social media platforms.

No description provided
Product value score
2
Business Priority (Optional) Engagement
Values Equity, Public Service
State your hypothesis, tying your project back to the impact it might have.

Developing and posting internal and external social media comment guidelines would make our moderation process more efficient, saving time for staff and volunteers. The transparency of posting those guidelines may discourage some people from posting unacceptable comments, thereby reducing the need to moderate them. It would also help audiences understand why some comments are removed or hidden without anyone needing to contact OPB for additional explanation.
Which metrics would you use to track the success of this project? We will use this as the foundation of our experiment design. (Optional)

  • Reduction in amount of Slack traffic related to comment moderation

  • Reduction in number of inquiries received in Member Services about social media comments

  • Increase in number of comments on social media platforms as audiences perceive OPB posts as a 'safe space' in which to have civil dialogue
What problem are we trying to solve for our communities with this experiment? How might it help us better serve them?

Many of our moderating decisions are made on an ad hoc basis and without transparency. Developing internal and external guidelines would contribute to more consistent moderation on the part of staff and volunteers, and posting guidelines would help people understand why some comments are hidden or removed as unacceptable.
Lay out the potential project steps to the best of your ability, including key teams that would need to be consulted. This is your best knowledge of the systems, tools and lift that would be required.

  • Gather examples of existing moderation policies both internally and externally (this work has already started)

  • Draft set of moderator guidelines and circulate to internal stakeholders for review and input

  • Draft set of comment guidelines that can be shared externally. Circulate to OPB stakeholders for review and input.

  • Publish/distribute both moderator guidelines and comment deadlines as final step toward implementation.
Effort (scale of 1-lowest to 4-highest) 2
Urgency (scale of 1-lowest to 4-highest) 3
Business Impact (scale of 1-lowest to 4-highest) 0
Cost (scale of 1-lowest to 4-highest) 1
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