Ask Anything: 10 questions with a WRAL.com Moderator
A WRAL.com moderator answers your questions about comments on stories, abuse reports and more.
Posted — UpdatedComments posted on stories come fast and furious. There are periods of time when I might see five or more comments posted per minute, each ranging from 10 words to several paragraphs.
I read for particular words or themes, and will read the comment more closely if any words or themes catch my eye. Of course, as with any moderating position, I do see comments that infuriate me, make me laugh, make me scoff, or simply make me shake my head; but as a moderator, my job is not to pass judgment or discriminate based on my personal opinion.
I might not like hitting the “approve” button, but many times I must, regardless of my own personal opinion. Furthermore, I am one of five moderators and cover only about one-third of the open commenting time. Each of the moderators has her own stance on issues, but we discuss heated and unheated topics at length to ensure that we are on the same page.
Oh Laura! I sometimes wish I could simply edit someone’s comment for a mere typo or to correct spelling and grammar! But that isn’t my job, nor is it the job of any of our moderators or editors.
While the misinformation can be frustrating, I keep in mind that my interpretation of a particular story, especially the political stories, might not be someone else’s interpretation.
Occasionally, I do wish I could disapprove a comment simply based on the fact that it is factually wrong, but I can’t do that. For example, I see comments that are based solely on the headline or in which the member read the story wrong and is posting a comment based on his or her misread.
Luckily, the community will usually self-correct thanks to our diligent members.
Many times! Sometimes, the moderators will copy entire comments from our shift just to give a laugh to the other moderators who might not see that comment. The comments that give you a good chuckle most likely give me a good chuckle, too.
I believe that as a regular reader of comments, one might be able to find a comment or two (or more) that you would deem an insult, but I can assure you, we have disapproved worse! You might notice that we tend to be a little more lenient when it comes to public figures, but our guidelines for name-calling still stand.
Chris, if your current job does not require any other computer activity, any telephone conferences, any productivity, or allows you no other interruption for at least a five-hour period, then I’m sure you could moderate while working at another job.
However, if your job calls you away from your desk for longer than 15 seconds at a time; requires you to carry on moderately intelligent conversation; allows you to be free from interruption; does not require you to type more than three words at a given moment; or if you appreciate getting up to refill your coffee cup, then I’d suggest sticking with only your current job and leaving moderating to the pros.
Moderating is a constant, steady flow that does not pause even for a short break from 7 a.m. until 10 p.m. Monday through Friday. Additionally, the moderators engage in regular, lengthy conference calls that allow us to regroup and set more detailed guidelines for particular stories.
Every comment posted on a news story is viewed by the moderator. In my queue at any given moment, I might have comments submitted on up to 10 different stories. The moderator on duty reads each comment and decides to approve or disapprove.
Comments might slip past us during an overly busy time, and as fallible humans, we of course approve or disapprove comments inappropriately, but comments do not get overlooked. Each comment submitted is reviewed by the moderator on duty during the open commenting time.
John, I’m sorry that you feel we are “hardly consistent.” Our goal is to be as consistent as possible in all cases. The moderators engage in regular conference calls and correspond continually via e-mail to discuss comments on the news stories.
Because each of the five moderators is different, has different backgrounds, is from different parts of the country, is from different racial backgrounds, and has varied levels of experience as moderators, our interpretations of mild terms and words may differ slightly.
Perhaps your belief that we are hardly consistent is not based on your perceived consistency, per se, but simply because the comment was not approvable based on one word or phrase, or the story you chose to post your comment on.
Our top three reasons for disapproving comments are:
- Using improper language, even if that language is masked with a @ or $ or # or used in an acronym;
- Name-calling, particularly in the political arena (most often adjusting or adding letters in a politician's name), and;
- Comments that are simply off-topic.
Comments that state a member’s opinion without any offending terms and without generalizing are approved, even if those comments may be perceived as “negative” by someone else. I often see comments that could be read as sarcastic and humorous or could be read as racist or derogatory, depending on the reader.
Because typing does not afford us the ability to express emotion openly, I would most likely disapprove such comments as I have no idea in what context the comment was made. Additionally, comments that poke fun at other users, even in jest, will not be approved.
As you know, WRAL.com is moderated. Comments on many news sites are not, so of course any comment you make might be “accepted” by default as there is no oversight.
There is a difference between comments posted on news stories and content and comments posted on the main GOLO site which houses our online community. Content within the GOLO community is generated by members of the community and is not moderated before it’s posted.
George, our comment filters are designed to keep choice words from appearing in comments. In general, if a word is filtered, it will not be approved by the moderators, either, if used in an inappropriate context.
Unfortunately some of the most offensive words we see have double meanings, so those words are filtered out. I can only recall a handful of headlines/stories with this issue. We have been working closely with the technical team and have discussed the words added and taken out of the technological filter at length.
The technological filter is site-wide and cannot be changed or modified from story to story. Direct quotes from the article will be approved, assuming the quote is exact. In the few cases that I recall of words in the headline or story being filtered due to double meaning, most of our members have not had any problems coming up with acceptable alternatives.
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