Content moderation: Should it be outsourced or done in-house?

Content moderation: Should it be outsourced or done in-house?

OABPO Blog Team Published on October 9, 2014Last updated on November 15, 2021

As soon as your brand starts to form an online community of users who actively interact with one another on your website or social media platforms, the need for effective community management arises.

diverse content moderation analysts in colorful word balloons

This involves making a decision on how to moderate the content your audiences are contributing to the online platform. This means that as your community grows, the demand for quality control measures also increases since there will be more images, comments, reviews, and submissions in various media formats coming from the users.

It’s also important that you make a choice between outsourcing content moderation (to the Philippines or other reliable outsourcing hubs) or managing it in-house. If content moderation improves the relationship between your brand and your customers by protecting your online platforms from harmful content, then choosing the right person to do the job is critical.

In-house content moderation

content moderation team with leader discussing document on laptop

Running content moderation in-house and forming your own team of content moderators can provide you with many benefits. The proximity, for instance, allows you to have much more control over your moderation operations every day. Guidelines and procedures can be updated easily since your moderators work more closely with you. This makes you more confident about the continuity of your content moderation program.

With in-house content moderation, you will have a more hands-on approach, where you get to direct the way your online community behaves. It can make you feel more accountable for the results of your own moderation policies because there’s no third party doing the job for you. This means there are fewer things to worry about, like contracts or legal issues with your outsourcing provider.

Outsourced content moderation

outsourced content moderation analyst looking at laptop through magnifying lens

Outsourcing is a popular option among website owners with rapidly increasing online communities because it can lead to promising results. Allowing an expert team to handle this technical aspect of community management can let you save time and resources. Since these agencies have been doing digital security practices for a long time, you are going to have a workforce with extensive training and expertise.

Moreover, having a third-party perspective can also be vital to improving your social media marketing strategies. Your outsourced online content moderators can present new methods and strategies that they have learned to apply because of their experience. In fact, outsourcing companies specialize in optimizing communication channels that they share with their outsourcing clients. This means that you will still be working closely with your outsourced content moderators, which is a good aspect of this outsourcing setup especially if losing managerial control concerns you.

Which one is the better option?

content moderation depiction magnifying lens on laptop keyboard

At the end of the day, your choice should be based on practicalities. You have to weigh the required time and resources versus what you have right now. If your online community is sending high volumes of content every hour, there is no way one content moderator can filter every contribution that is sent to your website.

If you are going to hire an in-house moderator, he must be able to carry out the entire project with prior knowledge of the different content moderation strategies.

Resorting immediately to content moderation outsourcing may not be your automatic option. However, you need to understand that there are several methods of content moderation. They have varying strengths and weaknesses. And not all of them can be best executed by an outsourcing team. Distributed moderation and reactive moderation, for example, can work without an active content moderator monitoring online activities round-the-clock.

Researching what other brands in your industry have been doing is a good way to formulate a decision. You can even ask for suggestions or referrals from the companies that you work with. Lastly, in the event that you are decided that outsourcing is the right move for you, take your time in asking your prospective providers about what kind of services they can give and how they plan to meet your expectations.

Ready to outsource your content moderation? Open Access BPO can get you started on fully customizable business solutions. We help businesses like yours scale a team and add services to any business plan easily. Contact us today to learn about our content moderation solutions and more.

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO15 hours ago
#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
• staffing
• training
• quality assurance, and
• service/people management.

Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

----------
Make dismal #CustomerService a thing of the past when you outsource your #CustomerSupport needs: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CallCenterOutsourcing #CallCenters
#CustomerExperience
Open Access BPO
Open Access BPO2 days ago
Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
You need to optimize these 4 features to make your #ChatSupport exceptional: https://buff.ly/3fhVflL

----------
Upgrade #CustomerExperience with our 24/7 multichannel #CustomerSupport solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #eCommerce
Open Access BPO
Open Access BPO6 days ago
#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

----------
Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

#openaccessbpo #teamalliedservicesandyou #pinoyrunner
#tcsnycmarathon #partnership #support #WeSpeakYourLanguage
#NYCMarathon2022
Open Access BPO
Open Access BPO1 week ago
Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

𝗦𝗮𝘃𝗲 𝗮 𝗟𝗶𝗳𝗲 𝗕𝗹𝗼𝗼𝗱 𝗗𝗿𝗶𝘃𝗲 𝟮𝟬𝟮𝟮
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

#WeSpeakYourLanguage
#DonateBlood
Open Access BPO
Open Access BPO1 week ago
#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

----------
Ensure high quality support for your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.
Here's how you can develop a branded customer service strategy: https://buff.ly/3Smzv6A

----------
Outsource #CustomerDelight without losing your #BrandIdentity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #branding
Open Access BPO