The pivot to the success of your online platform is based on the level of your clients’ satisfaction. Building trust and safety team is critical for moderating the online content and ensuring that your customers are well protected from malicious users.
Your trust and safety team will protect your user data, which will also deter spam, harassment, fraud, scams, and other unpleasant activities. If you’re not sure where to start, ActiveFence has put up a step-by-step guide to help you employ while Resilience for Trust & Safety teams.
What Are Steps to Follow in Building Trust and Safety Team?
Examine Your Trust and Safety Requirements
Take considerable time assessing your company’s requirements before forming a trust and safety team for your company. Every company will encounter different threats or risks compared to the others. Therefore, you need to understand what risks are in your company.
Also, you can check on the issues that your customers or employees have raised. This information will assist you in understanding the size and type of trust and safety team you will need in your platform. The history of trust and safety and measuring trust and safety can help in understanding different needs in your company.
Come up with guidelines and policies for the team
When it comes to setting the correct expectations for your consumers, having clear policies is critical. It’s harder to hold customers responsible for their words if there are no digital content guidelines.
To develop online content guidelines for your clients and your team, begin by stating what you want to attain by your trust and safety policies. What are your objectives for content moderation? What kind of consumer experience are you attempting to provide? Are you exclusively concerned with preventing fraud? Does your client desire more stringent controls in place?
Come up with a robust recruiting process
The success of your trust and safety team depends on finding the appropriate personnel. When building trust and safety team, search for people who have a “mediator” mentality who can be neutral and evaluate their own biases, especially in high-stress circumstances. In your hiring processes, you can consider various skillsets, such as intuition and empathy, research skills, problem-solving, attention to detail, quick learners, and non-biased persons.
Create a training program
Once you have appointed the right Trust and Safety team, it’s time to absorb them into the system but through a well-planned training program. You don’t just throw agents into the systems in this field and hope that they will learn over time. You have to take them into real-life situations for them to get familiar with the contents they will be handled regularly.
You need to make the new trust and safety team aware of the workflow in the company through projections. Make them interact with experienced workmates to acquire the necessary skills and knowledge. Also, ensure that the new team is familiar with your internet tools.
Acquire the necessary working tools
You might not be able to capture everything alone, depending on the scope of your content monitoring program. You can find the necessary software and algorithms to help moderate your online content ensuring nothing falls through the gaps.
Automation, on the other hand, isn’t the entire solution. This is because technology is prejudiced, and AI content moderation is limited to the level of human knowledge behind it. That means humans will still be needed to spot errors, audit algorithms, and spot emerging trends which users are coming up with to get around the content filters.
Be ready for change
Content moderation is always evolving, and your team must be ready to adapt. Fresh conspiracy theories, racial codes and signs, and contentious current events emerge every day. This necessitates a continuous dialogue among the team members to stay informed and keep clients safe.
You must provide the team with the authority to collect and record new issues arising in the online platforms. Invest in creating a culture where everyone understands that they may offer suggestions and ask questions. Build an environment where individuals may raise concerns or join a chat group where they can discuss freely with their data protected.
Check the success
How can you tell whether you’re doing a good job with content moderation? Measuring the success of your trust and safety initiative might be tough. There are three criteria you can employ as measurement tools; the output of the team, level of satisfaction in your customers, and the accuracy of the audit work. The history of trust and safety and measuring trust and safety are key in ensuring your team’s success.
If you have been wondering how to build trust and a safety team, the above steps are suitable. For more information, you can reach out to ActiveFence.