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ReadWriteWeb posted fascinating results about the use of third-party logins earlier this week revealing that Facebook dominates all others. What that means is people are opting to login to other websites using their Facebook credentials more so than others. But, when it comes to news sites, Facebook falls way behind.
It seems that when using a third-party login to post on a news site, Twitter is the clear winner, with only 25% using Facebook. Now, keep in mind that this is only the people who use a third-party login. I’m sure a great deal have separate logins for their favorite news sites that are independent of their social networks. That’s important to note.
This news isn’t surprising to me at all, thanks to my behind the scenes view of some of the outrageous comments people post on news sites. I have what I believe are unique insights into why this is occurring, based on my previous position as Managing Editor of User-Generated Content at WRAL.com and my days as Multimedia Editor at the Sun-Sentinel where I was involved with the website Sun-Sentinel.com. If you’ve read this blog for a while, you know about my love/hate relationship with comments and some of my crazy experiences related to managing an online community.
(Feel free to read through some of the archives of this blog to learn more about this love/hate relationship in posts like: “Why did you post that comments?” “It’s never too late to start moderating comments” or “Giving up comments is the wrong thing to do” or The Cleveland Plain Dealer finally acknowledges user comments)
Because of my experiences I believe the results presented on ReadWriteWeb via Gigya are absolutely true, but I also have assumptions about the results that I’d like to share:
Here they are:
- The 25% logging in with Facebook credentials are probably doing that largely to “share” a link, as opposed to cross-posting their personal comments.
- People live double lives in the comments sections in news stories. They wouldn’t dare want to tarnish their real life image.
- Facebook is just too close to home and they fear being stalked by the trolls.
- People do not want their real identities closely connected with their opinions on news topics.
- The comment bullies don’t want people to find out they’re actually the opposite sex and their entire profile on the news site is a lie.
- They are posting really embarrassing comments or maybe even talking about people in their real lives who are also their friends on Facebook and they’d find out about it.
- News sites are the only place they can display the racist views they typically keep hidden without repercussions.
- They like to use expletives and start fights.
I could go on and on, but I stopped at 8 because I didn’t want to write a top 10 list. In an effort to allow communities to express their opinions, news organizations often open themselves up to a lot of craziness, and given the topics that make the news, that will always be the case. I personally believe that moderating comments is the answer, but I’ll spare you all that I can say about that.
Before you balk at the title of this post, hear me out. I have written in the past about the cloak of anonymity worn by trolls and how it allows them to run rampant on the internet with no real accountability or repercussions for their actions. I know firsthand the issues that can and often do arise as a result. Believe me.
I’ve been dealing with this for some time working for traditional news organizations and being directly involved with user comments. User comments on news stories can be vicious and vile. We happen to have moderators at my current company so our comments are a bit more tame. I oversee the team of moderators charged with approving and disapproving comments in real time and they do a great job.
There is some benefit to allowing screen names. Actually there is a need for anonymity in journalism. We need people to provide tips and leak information so corruption can be exposed.
We want the person who knows the bank robber or who saw the hit and run to step forward. Anonymity has often led to justice. It has brought down corporations, resulted in putting criminals behind bars and would-be serial rapists where they belong. Whistle blowers are very important in our society and anonymity allows a certain safety needed for many people to come forward.
The university or state employee that can post an internal document on a news site anonymously can make a big difference and be a great service to a community.
So as much as I hate what anonymity can produce online , let’s not forget about why it is still important. You can’t always put your face behind your message and that’s okay.
Transparency is the buzzword of the moment, but not everything belongs out in the open.
Remember, Deep Throat?
This is the question I wanted to ask the woman who called asking me to remove a comment, actually several comments, she’d posted on a news story.
Wait, let me be honest and tell you that after a ten minute conversation I did ask her that question. And her answer, though lame, is a common answer provided by those who experience commenter’s remorse and go to great lengths to find the person who can actually remove them – ME. First they email, then they call. The call comes first if the comment is particularly troublesome.
The woman I’m talking about in this instance said she was caught up in the moment and couldn’t help herself. Yes, go back and read that sentence again. She couldn’t help herself from posting a comment that could possibly jeopardize her job. She’d posted some telling information on a crime story about the suspect, and guess what? She had that information because she works at the hospital where he was treated.
Some common sense in this situation would have gone a long way.
It would not have taken Nancy Drew to solve that case had it become an issue or if it leaked that the information was on the site.
Since this woman was nearly in tears, I removed all four of the comments, but not before encouraging her to be more careful and making her understand that it was a complete courtesy on my part because it is not our policy to remove comments and we are not obligated to honor her request.
But in this economy, I don’t want to see anyone lose their job and if I could do my part by removing four comments, so be it.
But just when I thought she understood my message and would take heed, she asked me to ban her account completely because she couldn’t be sure she wouldn’t do it again.
I was floored.
Can we get a little self-control with that common sense?
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Wait!
Before you hit the send, reply, submit or post buttons, ask yourself this question? Do I want the whole world to see this?
While the “whole world” concept may seem a bit dramatic, if something you’ve written gets in front of the wrong set of eyeballs it will certainly feel as though the whole world has seen it.
While it is never our intention to flat out embarrass ourselves, plenty of people do it everyday and I think it can be avoided rather easily.
How you might ask? By operating like a public official. As a journalist, I know that I can submit a Public Records Request and get copies of emails received and sent by anyone whose salary is paid by taxpayers. So, even though my salary is paid by a private company, I operate as if I’m accountable to the masses.
As the Managing Editor of an online community my written words are often shared publicly and I am extremely aware of that. What that does is make me communicate very carefully and with an amazing amount of tact, even when the situation may warrant a different type of response.
If a member attacks me in an e-mail, I respond professionally even when it kills me. What I’ve found is sometimes my response prompts them to change their tune and a real conversation often follows. That isn’t *always* the case but it happens often enough.
I received an email from a member a few days ago about a woman she thought was attempting to scam the community with fund raising efforts for her terminally ill son. She had conducted quite a bit of research and shared the results in the email.
I didn’t bash the woman but I did indicate in my reply that I was going to remove the blog from the homepage immediately, investigate further and remove her from the community completely if she was running a scam.
Well, the member who emailed me posted my entire response in a blog warning the community to be leery about the woman in question. I didn’t know she would do that because it was an e-mail between the two of us and quite honestly I was not thinking about it when I responded. But boy am I glad that I’ve programmed myself to be careful with my responses. That could have been ugly.
The point of this post is simply to raise your awareness. You never know where your words will end up, so be careful.
Reputation management should start with you.
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Some alarming news out of Maui this week.
Alarming to me that is.
Anyone who has read this blog on a regular basis or some of the comments I post on various journalism, and social media focused blogs, knows that I am an advocate of user-generated content, particularly allowing comments on news stories.
So, when I learned about the Maui News killing comments all because of, (get this) ABUSE I saw it as a huge loss and felt extremely disappointed. I still am, and it’s days later.
Of course there’s abuse!!! This is the internet, and we all know that the cloak of anonymity can bring out the worst in people. It’s all laid out in detail in this MSNBC.com story.
But abuse can be managed. This is not that difficult. The answer as I’ve said time and time again, is to hire moderators. This can be done and done well, without stifling the conversation. Moderation is not the end of the world. It can be the beginning of a new world where a news site can actually have civil discourse generated by users, connected to their content.
Set guidelines, but be fair. Don’t give up altogether.
Suggesting that internet users opt for sending in letters to the editor as opposed to leaving a real-time comment is pretty, well…old media.
Engage your community. Give them a voice.
But set limits. Make “civil discourse” the goal and define what that means. If you weed out the crap while being fair and consistent, you might be pleasantly surprised.
On thoughtful comments
June 9, 2011 in comments, Growing successful online communities, social media | Tags: blogging, online communities, posting comments, thoughtful comments, user generated content | by Angela Connor | 7 comments
It is so easy to read through your favorite blog posts and chime in with a cursory comment such as: “Spot on,” “great post,” “I agree with you 100%” and “Me too.”
The same goes for online communities and forums. While I enjoy reading the actual posts, sometimes the best content is in the comments. It’s the different perspectives and point-of-view that add value while also introducing you to people you may not have otherwise come in contact with.
I can recall a time when I was a very active commenter on my favorite blogs. It comes in waves now based on my workload but I always strive to post something of value. So whenever you see one of my comments, you better believe that I thought about my words before posting them and felt like I had something worth adding.
As a community manager, you come to value comments in a way that is indescribable. I’m sure that bloggers feel that way too. But when you are charged with growing a community, you truly associate the comment with the person’s time. You see the direct correlation because you are painfully aware of the fact that there are so many choices online and you’re grateful that for that moment, you were one of their choices.
Comments yield opportunities
Another reason to be smart about your comments is that you never know who is reading. I’ve gotten great opportunities from comments. It’s nice to get an email from someone indicating that they read your comment on a post and they’d like to interview you for a story or connect with you in some other way. It happens all the time, so you’re actually helping yourself when you do this.
Posting thoughtful comments isn’t hard to do, but it’s much easier when you care about the topic or feel some sort of emotion as a result of what you just read. But even if that emotion is lacking, you can still add quality to the conversation beyond “Spot on” and the others mentioned above.
If you want to get started on improving the quality of your comments, here are a few tips to keep in mind:
I recognize that some of these tips may be painfully obvious, but if they really were, I think we’d see many more thoughtful comments. And if you’re on the receiving end of those comments, be sure to express some gratitude and thank people for their time.
Remember, they could be anywhere else on the web, and the fact that they are with you is something you have to learn to appreciate.