Moderating Comment Criticism
I don’t like moderating comment criticism on blogs. Granted, moderation is good for some large organizations or companies that need to be especially careful with what’s posted on their site, but for independent publishers, I like the added democracy of an open comment system. And for the most part, blog readers have come to appreciate that comments do not express the views of the posting site or its author.
Moderation, either before-the-fact or after-the-fact gives the independent publisher the power to masque criticism, ideas, thoughts, new views, differing opinions, open-mindedness, vulgarity, and hate speech. I’m not sure I want that power, though I do use it in the case of the last two. I have let a little hate speech slide but don’t really like to. I prefer after-the-fact moderation (once a comment is already posted) because it’s easier for me to let comments “stick” if they aren’t too racy. The extreme one’s (through rare on Smooth Harold) get thrown out once I spot them in my email inbox.
I must admit that one of the beauties of blogging is that every individual decides on their own rules in how they blog and the level of participation from their audience. If a publisher wants to moderate comments, he/she can. Some popular blogs don’t even allow comments. I suspect a large portion of those sites get very good traffic and are trying to avoid comment spam.
For a blog to truly be successful, you really need to put yourself out there in every sense of the phrase. When I’m wrong, my commenters put me in my place. If an outlier commenter has something to say, amazingly, if not every time, the comment community will take care of itself by isolating the outlying comment, which reinforces the original post authors views and opinions. Communities actually work so trust in them. Let them express their thoughts on your blog, even if they differ from what you say. The more you do, the more respect your blog will garner.
(Cue anonymous comment criticism and see how Blake reacts.)
4 Comments
I’m all in favor of moderating for vulgarity and hate speech, and it goes without saying that everyone should moderate for SPAM. Using moderation to remove criticism is generally a bad idea, though. Nicholas is right: it’s much better to take the opportunity to respond to the criticism, either with a respectful and well-reasoned disagreement, or by recognizing an actual need to improve. In either case, the interaction and the attention to your readers (your customers!) can only be good for your business.
I realize there are many in the business world, particularly in larger companies, who aren’t willing to provide a public forum for criticism. Consider, though: how many of those companies are willing to consider blogging in the first place?
When I look at different blogs, I think it’s good to see [constructive] criticism of the author’s work.
On the other hand I’ve seen blogs where the comment board is used by a random visitor to make offensive, or altogether off-the-topic comments. I think in these cases the blog owner can exercise his authority.
I agree with the above comments, on my own blog I only filter out the SPAM.
I do hate anonymous comments though, I believe you should have the audacity to back up comments with a person.
I have a strong opinion on comment moderation from a business stand point. A company that uses comment moderation to remove criticism is doing itself a disservice.
It would be far better to take the opportunity to respond to the criticism. Either say “we think you are wrong because …”, “we feel we are right because …”, or “hey, you’re right. We’ll fix it by …” And suddenly what was once a negative resource has become a positive resource. Now, whenever a potential customer sees the criticism they will also see the response which hopefully puts you in a positive light.
If you simply delete the criticism from the comments, it most likely will reappear somewhere else where you can’t control it and possibly don’t have the opportunity to respond.
Now, moderating for vulgarity, hate speech, or SPAM are another subject entirely.