Knowledge Management System
Expertise
Platforms
Deliverables
Project Overview
Content moderation is a process of reviewing user generated content that has been uploaded and reported on social media pages. >6k agents across globally dispersed teams are responsible for reviewing content for policy violations.
Agents are trained on content policies which define the kinds of abusive content that can’t be posted on the social media platform. However both the service providers and agents were reporting several key issues…
- Inefficiencies: Policy training material is designed for training and not for quick, daily reference.
- No single source of truth: Many sources of reference and much conflicting information available.
- Lack of consistency: Agents are using informal channels to decide how to handle complex or edge cases.
Solution: I lead on the development of a new content management system to be created for global content moderation agents which will be the central resource for all policy, enforcement and performance support resources needed to provide a high quality, consistent scaled policy enforcement service to better serve online communities.
Partnering with: Engineers x2, Program Manager, Content Designers x3, Policy Specialists x3
Execution
Content Management System where all policy guidance, local cultural abuse contextual information, learning material and quality support functionality has been centralized.
A new notification system pushes mandatory policy updates to impacted agents which need to be acknowledged before progressing to live content moderation queues.
The agent training and performance support experience has also been digitized into micro elearning modules with integrated knowledge assessments and certification.
Key Functionality of the delivered solution...
- Single Source of Truth: Centralizes all policy guidelines and training materials, creating a reliable, definitive source for information.
- Interactive Engagement: Facilitates an active feedback loop, enhancing the learning experience and adaptability of content.
- Self-Guided Empowerment: Tools for self-assessment and performance improvement, coupled with easy self-service access to essential information for effective job performance.
Results
- QUALITY COMPLIANCE:
97% (+11%)
Every content moderation agent is audited for their quality and accuracy every week with root cause analysis highlighting critical gaps in training and knowledge management support which this solution needs to directly address.
- EFFICIENCY BOOST
+35% (-$6.4m)
Average handling time of cases has also reduced by >45%.
The new content management system has enabled the organization to evolve their learning strategy with formal training reduced by >40% to 9 hours per onboarded agent.
- WEEKLY ACTIVE USERS
>6.5k
Every content moderation agent on boarded to the new system globally and mandated to use.
System fully launched and handed over to policy and training teams for operational management and maintenance.