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Case study: Content moderation for 460 million Change.org users

Change.org is a pioneering online platform dedicated to empowering individuals and communities around the world to create positive change through the power of petitions. With a mission to make the world a better place, Change.org serves as a digital hub for individuals to raise awareness, gather support, and drive action on a wide range of social, environmental, and political issues.

Boasting an impressive user base of 460 million people across 196 countries, Change.org has grown to become the most influential platform for grassroots activism, connecting passionate individuals with like-minded supporters to collectively make a meaningful impact on the world.

“Everything we do is about empowering people everywhere to create the change that they want to see,” says Jimin Lee, Director of Trust & Safety at Change.org. “That comes with a responsibility for us to keep the platform and people safe.”

Improved accuracy of moderation decisions

The partnership between Change.org and Besedo has led to a remarkable improvement in the accuracy of moderation decisions, with a current rate of 98%. This increased accuracy has allowed Change.org to swiftly address content that violates their community guidelines, ensuring a safe and positive online environment for users. By identifying and removing inappropriate content more effectively, the platform has preserved its credibility and fostered a sense of trust and security among its millions of users.

The improved accuracy in moderation has helped prevent the spread of misinformation, hate speech, and other harmful content that could negatively impact users and the causes they support.

Team members of the Change.org San Francisco office
Change.org has 12 offices and employs more than 200 people, including these team members in San Francisco.

Increased content moderation quantity

Since implementing Besedo’s content moderation solution, Change.org has experienced an impressive increase of over 600% in the quantity of content moderated. This surge in moderated content has greatly benefited both Change.org and its users, as it ensures a more secure and reliable platform for starting and signing petitions.

“We wanted a scalable solution that would grow with our business,” says Jimin Lee, adding, “Our focus has always been our users and building user trust, and Besedo shares the same goal.”

With the increased volume of moderated content, the platform can now efficiently handle the growing number of petitions while maintaining a high standard of quality. This, in turn, has led to an enhanced user experience, as individuals can confidently engage with the platform knowing that it is committed to upholding its community guidelines.

Reduced manual review time

Change.org has reported a 17% reduction in review time, enabling the moderation team to process petitions more quickly and allocate more resources to other critical tasks. This increased efficiency has allowed Change.org to serve its vast user base better. The moderation team can now focus on supporting and nurturing the platform’s thriving community.

“If we didn’t have Implio from Besedo, I would probably be reviewing content violations in an Excel sheet one by one, and I can’t imagine what life would be like without Besedo,” says Jimin Lee.

A complete, scalable solution for better content moderation

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