Over the past 2 decades, we’ve seen a ton of in-house tools created to support content moderators in the important task to keep users safe.
While these tools have mostly been created by very talented developers, it has also often been evident that the team behind them has not been able to put the time and resources into creating optimized moderation solutions. Likely because they’ve made the smart business decision to prioritize developing new features or polish for their core product. The platform their users use.
The problem is that the trade-off comes back to impact end-users at some point. Ineffective moderation processes (caused by unwieldy tools) will ultimately mean users get a worse user experience and substandard service.
Obviously, in-house tools vary wildly in features, capacity, and user-friendliness, but over the years we’ve come across 5 features that we regularly see in-house tools lacking.