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Robin - From a pre-moderation perspective, I've also heard it regularly commented that you take substantially more responsibility for content when you edit it, as apposed to either accepting or rejecting it. At the same time I've heard completely the opposite position from some laywers!

Great post Robin. Funny, I've used the dinner host analogy before too. "You can set the table and make the food, but you have to have someone to tell everyone it's time to eat."

Something that I might add to the "moderator" is the importance of the guidelines or terms of service. Without this in place, the moderator is somewhat powerless. They need a foundation for enforcing the rules. It makes the "policing" much less personal and more about keeping up with a standard of behavior.


Hi Lee. You're absolutely correct. Clear guidelines are really useful because they give the moderator something official to reference when they are making decisions and, when the do remove a message, something to point at that explains their decision. Without clear guidelines, users will lynch even a well trained and well meaning moderator - "you're censoring us!!!!".

A good overview. You look like a cowboy on your profile pick, too, which can only be a good thing.

Good starting point for the topic. I'd like to add our company to your list of moderation companies. Impact Interactions in the U.S. performs global moderation services and community strategy work for some of the largest online communities around the globe.

Also, if any of you are interested we are starting a new industry council for online community here in the U.S. if you'd like more information please contact me.

Mike Rowland

Robin - Great discussion you started even if I did come late to the party.

I wanted to offer up our company to the list of companies that provide moderation and community management services. We are ICUC Moderation Services, experts in providing digital content moderation, online brand protection, community management and online support services.

ICUC Moderation Services has a team of digital content specialists that manage and moderate user generated content for live television, text to screen, blogs, message boards, community forums and chat rooms around the world.

Keith Bilous

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Robin Hamman



  • During my 13 years of professional experience, I've had the pleasure of devising, implementing and managing digital and social media propositions for some of the World's most important organisations and brands.

    I joined Edelman's London office as Director of Digital in July 2010. Here I've worked with clients across a variety of sectors and for clients ranging from small technology start-ups to multi-nationals in the FTSE 100 and Fortune 500. I've also worked for both National and International Governmental bodies.

    I joined Edelman from Headshift, part of the Dachis Group, where I was the Social Media practice lead.

    Prior to that, I was the Head of Blogging (Acting Editor) at the BBC, where, over an 8 year period, I played a pivotal role in the roll out of every social media proposition of the Corporation, as well as the underlying processes and training that supported them.

    I also spent a few years at Granada Media (ITV) and a mobile start-up, Talk Cast.



    I hold a BA in Education, MA with Distinction in Sociology, MPhil in Communication Studies and a PgDip in Law. 

I'm also Visiting Fellow in the Department of Journalism at City University and was previously a Non-Residential Fellow at Stanford's Center for Internet and Society.

    Interested in working with me? Feel free to add me on LinkedIn.

    The thoughts and words expressed here are my own and are not necessarily shared by my employer, colleagues or clients.

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