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Facebook Announces New Comment Moderation and Support Features, including Live Chat for Some Account Issues

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As part of its broader push to win over more creators, Facebook has today announced a new set of comment moderation and support tools to help creators maximize their use of its platform.

And also, a big one for regular users – a new live chat option for those locked out of their accounts.

Here’s what’s been announced.

For creators, managing your community engagement is a key element in maximizing response, and that can be derailed, or distracted by spam comments and the like. Which is why Facebook’s adding some new tools to help manage your post comments.

The main change is a new, simplified option to hide comments in-stream, which social media expert Matt Navarra spotted in testing recently.

Facebook hide comments

To be clear, business Pages on desktop have been able to hide comments for some time, but creator Pages have not, and the feature hasn’t been available till now in the new Pages experience (which is why it may have disappeared from your Page).

When you hide a comment, it’s then only visible to the commentor and their connections, while Page admins can view all hidden comments on any post by selecting ‘Hidden by this Page’ in the comments drop-down on any post.

Facebook’s also adding more blocking controls to ensure that you can block problematic users, along with any future accounts that they create, new keyword blocking options, including the capability to automatically hide comments with variations of words that use numbers, symbols, or different spellings, while it’s also testing new Moderation Assist for groups, which automatically moderates comments on your posts based on your criteria and terms (i.e. no comments with links/images, in addition to keywords).

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On Facebook Live specifically, Facebook’s also adding additional profanity blocking tools, user suspension/banning controls and enhanced comment controls.

“We’re also about to kick off a test for Facebook Live community moderation so creators can designate a specific viewer to moderate comments on their behalf.”

Facebook Live comment moderation

But the real news of the day is likely the addition of live chat assistance for certain issues.

As explained by Facebook:

We’ve begun a small test to provide support through live chat for English-speaking creators in the United States who do not already have an assigned relationship manager from Meta to help with questions they might have about Facebook or Instagram. Creators can access a dedicated creator support site when logged in through Facebook. There, they can chat live with a support agent for help on various issues ranging from status of a pay-out to questions about a new feature like Reels.”

So creators get dedicated, in-person support – but what about regular users?

“On the Facebook App specifically, we’ve also started testing live chat help for some English-speaking users globally, including creators, who’ve been locked out of their accounts.”

Facebook live chat

It’s worth noting that this is only for users that have been locked out of their accounts, but this is one of the most common frustrations reported by Facebook users, with the inability to communicate with an actual person, or even send an email to a contact address, causing significant angst for those who feel that they’ve been unfairly locked out of its apps.

We’ll have to wait and see how effective this new process is, and whether it actually helps to resolve such issues (many people are legitimately locked out, even if they’re not entirely sure why), but it’s an interesting test, which could help Facebook address a major bugbear among users.

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Finally, Facebook’s also piloting a new ‘Safety School’ initiative to help provide users with more info on how to manage the time they spend in its apps.

“In this pilot, we cover policies, resources, and specifically the tools available around account security, impersonation and bullying and harassment. So far, we’ve connected with creators in more than 27 countries around this material, and we will be expanding this program and resources to more creators in the next year.”

Digital literacy is a key gap in our current educational curriculum, and while many teachers and schools are seeking to fulfill this need, and the platforms themselves do have various initiatives in place, it remains a key need that needs more focus.

As such, it’s good to see Facebook looking to push the agenda itself, and hopefully, it can prompt more users to undertake such courses and info sessions.

As noted, these are the latest elements in Facebook’s broader push to win over creators, and get them posting to Facebook and Instagram more over the holiday period and beyond. The extension of that push is its effort to win back young users, mostly from TikTok, and if it can build a more equitable, beneficial and positive environment for creators, many of them may well consider their options, and could bring their audiences across to Facebook instead.

Maybe. There’s a lot to play out yet, but Facebook will be hoping that these new options spark more interest over the holiday break, while its enhanced monetization and reach could also prove to be a strong lure.

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TikTok Looks to Expand Content Horizons with New, Integrated ‘Stories’ Test

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TikTok Looks to Expand Content Horizons with New, Integrated 'Stories' Test


As TikTok continues its rapid ascent, with the app now on track to reach 1.5 billion users in 2022, it’s also seeking to expand its content horizons, with a view to increased monetization of that collective attention, and providing more capacity for creators to generate revenue from their clips.

Which is where this latest test comes in. As highlighted by social media expert Matt Navarra (via Kev Adriano), TikTok is making a change to its still experimental Stories feature, which would integrate TikTok Stories into the main ‘For You’ and ‘Following’ feeds in the app, as opposed to keeping its Stories element in its own separate space.

As you can see in this image, TikTok’s looking to integrate Stories creation into the main feed, which would essentially make Stories another content option, enabling users to create multi-frame sequences of clips and still images that users would then be able to view in-stream, just like any other clip.

Which is a big shift from how TikTok Stories were initially presented in August last year, with Stories added to a new left of screen sidebar, giving them a dedicated space, but also shifting users out of the main feed experience.

TikTok Stories

This updated format essentially merges Stories presentation into the focal stream, which seems like a much better way to go, as it doesn’t obscure the main screen with an intrusive side bar, while it would also expand Stories viewing, as they’d be included in your regular display, instead of an alternate element.

Users will also be able to view Stories from their connections and users that they don’t follow, adding a new content consideration in the app.

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You can see in the below example how the new Stories format looks in-stream, with a blue ‘Story’ marker on the first frame, and an indicator at the bottom of the screen as to how many total frames are in the Story.

Users would then tap on the video to move to the next frame, which could take a moment for TikTok users to re-adjust to, with a new UI merged into the experience. But it could be a good way to maximize user engagement, while as noted, it would also add another way to build on TikTok’s content opportunities, with a view to expanded monetization potential in the app.

Stories would also be marked as such on user profiles, with a counter as to the total frames in each.

TikTok Stories

It still seems a little clunky, with the presentation looking more like a placeholder in some respects, but the feature is still in early testing, as TikTok works on integrating these new options with a view to an expanded launch some time in future.

If it makes it that far. It’s hard to say whether the format will work within the TikTok experience, or whether it will just annoy users with an alternative process for viewing content. Which is no doubt what TikTok is working to determine right now, and while it does seem like it could take a moment of adjustment, it may well be a good addition, which, as noted, could help TikTok broaden its content offerings in order to provide more opportunities for creators in the app.

TikTok has also expanded the maximum length for TikTok clips several times, while it’s also developing its live-stream commerce tools, providing more ways to reach its growing audience, and keep them engaged beyond the short clips that dominate the main feed. Which is one of the platform’s key focal points – while short clips are clearly the trend of the moment, if TikTok wants to capitalize on its opportunities, it needs to become more than just Vine 2.0.

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Essentially, TikTok needs to become a fully-fledged social network, catering to a range of users, with a range of content options. That will ensure that can expand its appeal even further, while also increasing its ad surfaces.

Stories is just the latest experiment, but you can bet that TikTok is also testing a range of other content formats and options as it eyes the next phase of its global expansion.

Worth noting – the Chinese version of TikTok, ‘Douyin’, recently began testing ‘paid short dramas, allowing users to pay for individual episodes of longer, in-stream shows, as part of its own content expansion plans.

Maybe that’ll be TikTok’s next step.





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Meta’s Developing and ‘Ethical Framework’ for the Use of Virtual Influencers

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Meta's Developing and 'Ethical Framework' for the Use of Virtual Influencers


With the rise of digital avatars, and indeed, fully digital characters that have evolved into genuine social media influencers in their own right, online platforms now have an obligation to establish clear markers as to what’s real and what’s not, and how such creations can be used in their apps.

The coming metaverse shift will further complicate this, with the rise of virtual depictions blurring the lines of what will be allowed, in terms of representation. But with many virtual influencers already operating, Meta is now working to establish ethical boundaries on their application.

As explained by Meta:

From synthesized versions of real people to wholly invented “virtual influencers” (VIs), synthetic media is a rising phenomenon. Meta platforms are home to more than 200 VIs, with 30 verified VI accounts hosted on Instagram. These VIs boast huge follower counts, collaborate with some of the world’s biggest brands, fundraise for organizations like the WHO, and champion social causes like Black Lives Matter.”

Some of the more well-known examples on this front are Shudu, who has more than 200k followers on Instagram, and Lil’ Miquela, who has an audience of over 3 million in the app.

At first glance, you wouldn’t necessarily realize that this is not an actual person, which makes such characters a great vehicle for brand and product promotions, as they can be utilized 24/7, and can be placed into any environment. But that also leads to concerns about body image perception, deepfakes, and other forms of misuse through false or unclear representation.

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Deepfakes, in particular, may be problematic, with Meta citing this campaign, with English football star David Beckham, as an example of how new technologies are evolving to expand the use of language, as one element, for varying purpose.

The well-known ‘DeepTomCruise’ account on TikTok is another example of just how far these technologies have come, and it’s not hard to imagine a scenario where they could be used to, say, show a politician saying or doing something that he or she actually didn’t, which could have significant real world impacts.

Which is why Meta is working with developers and experts to establish clearer boundaries on such use – because while there is potential for harm, there are also beneficial uses for such depictions.

Imagine personalized video messages that address individual followers by name. Or celebrity brand ambassadors appearing as salespeople at local car dealerships. A famous athlete would make a great tutor for a kid who loves sports but hates algebra.

Such use cases will increasingly become the norm as VR and AR technologies are developed, with these platforms placing digital characters front and center, and establishing new norms for digital connection.

It would be better to know what’s real and what’s not, and as such, Meta needs clear regulations to remove dishonest depictions, and enforce transparency over VI use.

But then again, much of what you see on Instagram these days is not real, with filters and editing tools altering people’s appearance well beyond what’s normal, or realistic. That can also have damaging consequences, and while Meta’s looking to implement rules on VI use, there’s arguably a case for similar transparency in editing tools applied to posted videos and images as well.

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That’s a more complex element, particularly as such tools also enable people to feel more comfortable in posting, which no doubt increases their in-app activity. Would Meta be willing to put more focus on this element if it could risk impacting user engagement? The data on the impact of Instagram on people’s mental health are pretty clear, with comparison being a key concern.

Should that also come under the same umbrella of increased digital transparency?

It’s seemingly not included in the initial framework as yet, but at some stage, this is another element that should be examined, especially given the harmful effects that social media usage can have on young women.

But however you look at it, this is no doubt a rising element of concern, and it’s important for Meta to build guardrails and rules around the use of virtual influencers in their apps.

You can read more about Meta’s approach to virtual influencers here.





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Meta Publishes New Guide to the Various Security and Control Options in its Apps

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Meta Publishes New Guide to the Various Security and Control Options in its Apps


Meta has published a new set of safety tips for journalists to help them protect themselves in the evolving online connection space, which, for the most part, also apply to all users more broadly, providing a comprehensive overview of the various tools and processes that it has in place to help people avoid unwanted attention online.

The 32-page guide is available in 21 different languages, and provides detailed overviews of Meta’s systems and profile options for protection and security, with specific sections covering Facebook, Instagram and WhatsApp.

The guide begins with the basics, including password protections and enabling two-factor authentication.

It also outlines tips for Page managers in securing their business profiles, while there are also notes on what to do if you’ve been hacked, advice for protection on Messenger and guidance on bullying and harassment.

Meta security guide

For Instagram, there are also general security tips, along with notes on its comment moderation tools.

Meta security guide

While for WhatsApp, there are explainers on how to delete messages, how to remove messages from group chats, and details on platform-specific data options.

Meta security guide

There are also links to various additional resource guides and tools for more context, providing in-depth breakdowns of when and how to action the various options.

It’s a handy guide, and while there are some journalist-specific elements included, most of the tips do apply to any user, so it could well be a valuable resource for anyone looking to get a better handle on your various privacy tools and options.

Definitely worth knowing either way – you can download the full guide here.

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