A woman with a phone standing out in a crowd of repeated, identical figures

When the Outrage Isn’t Real: Bots in Your Brand’s Comment Section

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  In August 2025, Cracker Barrel unveiled a new logo. Within days the online backlash was massive, and on August 26 the company announced it was bringing the old one back. From the outside, it looked like a textbook case of a brand misreading its customers and getting a handslap. A few weeks…
A customer complaint message about to be deleted from a brand's inbox

When Comment Moderation Becomes Review Suppression

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One of our clients is a financial institution, who recently found themselves on the wrong side of new regulations around social media. Not long ago, the team managing one of their social accounts developed a routine of deleting direct messages in one of their social media accounts. No one thought…
A coin toss over a comment thread, the 52% accuracy of AI moderation on conversation

What “Accurate” Actually Means When an AI Moderates Your Comments

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A few weeks ago I wrote about four AI moderation failures from this year and ended with a piece of advice: when a vendor shows you moderation statistics, ask what the error rate is. Recent research shows that the error rate requires clarification as well. Specifically, you need to understand the…
Split view of a social media comment feed: the platform's automated moderation removes rule-breaking posts while brand moderators see the complaints, questions

Social Media Platforms Moderate for Themselves, Not for You. Here’s What You Need To Know

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When it comes to social media moderation, new clients frequently ask me questions like, “Doesn't the social media platform company handle most of that?” It makes sense. Meta, TikTok, Reddit, and YouTube all publish stats about content they remove or the number of content moderators they have on…
How to market on Reddit without getting banned

How to market on Reddit without getting banned

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  When businesses first come to us about managing their Reddit presence, we often hear the same request: "We just want to post about our product." It's understandable—you've built something great, and you want people to know about it. But unfortunately Reddit doesn't work that way. Unlike…

4 Pro Tips to Build Your Brand on Social Media

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Social media has become an integral part of our daily lives. They offer a platform to connect with people, share ideas, and promote businesses. Social media has come a long way from being just a place to post updates about your life; it now offers a marketplace for businesses to engage with customers,…
2023 social media moderation trends

Social Customer Service and Moderation Trends for 2023

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Consumers made a drastic change to online shopping and online engagement with brands over the past few years. As a result, companies are seeing an ever-increasing need to meet customers’ expectations for excellence in customer service with speed, availability, and efficiency more than ever. Online…
TikTok moderation

Is your business on TikTok? You need moderation- TODAY!

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TikTok is growing - and if your company is using TikTok to reach potential customers or deliver a message to your community, you know about the growing need to manage the flow of comments coming into your TikTok account.  More than 85% of businesses are using video as a marketing tool.  Today…