The Ministry of Justice (MOJ) is a government department which is responsible for areas including criminal justice policy, prisons and probation in England and Wales. The department employs over 80,000 staff spread across the country.
The MOJ wanted to test new ways to engage their staff, covering all departments and regions. They decided to set up an issue based web chat function with VIP guests. This involved two board members, including the permanent secretary of the department, Suma Chakrabarti. During the web chat employees discussed the issue of learning within the work place. This was broadcast over the Internet rather than the internal network, to appeal to a wider audience.
Jeremy Gould, head of internet communication for the MOJ, observes “The web chat seemed like a great way for us to engage in open discussion with all staff on a subject which effects our working life within the department. We know it would be impossible for us to adequately monitor the content of the live chat ourselves, so we decided to bring in professional help.’’
Gould decided to look for a professional moderation company to assist the MOJ with its web chat function. He identified Chat Moderators through its previous work with the Department of Health. It was important to the MOJ to work with an organisation that had previous experience and a track record in the public sector. Gould had previously contacted Chat Moderators when he was looking into setting up an online forum. The forum never went ahead but he remembered Chat Moderators’ experience, expertise and reputable client base. This made them the perfect candidate to run the web chat.
Chat Moderators started working with the MOJ in February 2008 and the first web chat was launched in July 2008. The web chat was hosted by Chat Moderators at their offices in London. This was because they were able to accommodate the VIP guests involved and take the pressure off the MOJ by doing so. Chat Moderators provided the moderation and software to enable the web chat to go ahead without a hitch. The specialist VIP web software meant that thousands of concurrent users could be involved without the whole web chat crashing. This is due to the high level of bandwidth in the software. Within an hour of launching 1,000 respondents had asked 150 questions about learning opportunities within the department.
During the moderation process three members of the Chat Moderators team were involved. A producer; to run the event and deal with any issues which may arise, a typist; to type the VIP guest’s dictated answers and a moderator; to choos e the most relevant questions to ask the guests and look out for any inappropriate comments.
The web chat was a complete success. The two board members were extremely happy with the results and the permanent secretary is to make them a regular event. Another web chat is now scheduled for mid-October.
Gould recaps on the service delivered by Chat Moderators, he explains, “They were brilliant, delivering exactly what we required from them in a professional and efficient manner. Companies that feature user generated content (UGC) on their websites should consider how they can manage potentially damaging, abusive or inappropriate comments. Chat Moderators took the risk out of setting up the web chat and helped us to fulfil our original objective of engaging our staff in a new way whilst testing out new technologies in the process’’.
Empowering an audience with the ability to create their own digital content can bring many benefits to a business’ brand and reputation, provided it is managed responsibly. Chat Moderators takes the management and risk out of publishing user-generated content (UGC) by judging contributions to discussion areas, forums, chat rooms, comment areas, blogs and social network profiles. Other services provided by Chat Moderators include digital community consultancy, community management and insight reporting.
Chat Moderators’ client list includes Amnesty, BBC, Bauer, Blue Cross, EMI, Friends Reunited, Glaxo, HM Government, Iris, MTV, National Magazines, Orange, Panasonic, Reed Elsevier, Sony, Transport for London, Vodafone and Waitrose.
The Directors of Chat Moderators flanking UK Minister for Justice Jack Straw, when he visited the offices of Chat Moderators for a live webchat.
Chat Moderators is a service that takes the management and risk out of allowing user-generated content (UGC) to be published online. Chat Moderators monitors all forms of UGC that are published on a website's community such as discussion areas, forums, chat rooms, picture albums, comment areas, blogs, social network profiles and more. Allowing UGC online can bring many benefits to a business’ brand and reputation provided it is managed responsibly. Other services provided by Chat Moderators include consultancy, community management and insight reporting.
Chat Moderators is technology neutral and uses real people to undertake moderation work seven days a week from one hour a day upwards, depending on requirements. Clients include Amnesty, BBC, Bauer, Blue Cross, EMI, Friends Reunited, Glaxo, HM Government, Iris, MTV, National Magazines, Orange, Panasonic, Reed Elsevier, Sony, Transport for London, Vodafone and Waitrose. For more information visit: www.chatmoderators.com and www.targetedmoderation.com