leading the conversation
Fairfax Digital is responsible for the website, mobile and tablet versions of some of Australia’s leading mastheads including the Sydney Morning Herald, Melbourne’s The Age and the Canberra Times. These respected news brands pride themselves on leading the national conversation in current affairs, particularly when it comes to matters political and economic. Fairfax has positioned itself as a digital-first publisher and enjoys a large share of news site readership in Australia.
A QUESTION OF MODERATION
With hundreds of readers’ comments flooding into Fairfax Digital’s news sites daily, the need for a fulltime moderation service became pressing. Fairfax enjoys a literate and opinionated readership of its publications but the online conversation still needs curation. The challenge was to find a partner who understood that smart comment moderation is not about censorship but is an aide to coherent online conversation. These conversations can take new and sometimes surprising paths as a result of readers’ comments. Moderators must understand the publisher’s objectives and also be ever vigilant for libellous or objectionable material. Fairfax turned to Pagemasters for help with comment moderation.
EXCELLENT SOCIAL SKILLS
In the hands of Pagemasters’ comment moderators, Fairfax saw an immediate improvement to the quality and quantity of its online comments and conversations. Fairfax Digital now has a fulltime moderation service dedicated to its news sites. Pagemasters’ moderators stay right on top of current events and trending topics, work to the client’s publishing guidelines and are capable of posting upward of 150 comments an hour, providing both excellent service and value.
For Fairfax Digital this meant they could open more stories for comment in the knowledge that Pagemasters would moderate them quickly and professionally. No longer would readers be left fuming that their comments were ignored and happy readers are very likely to come back for more.