In fact, in terms of the convenience of reporting, submitting the report directly without selecting a reason is the fastest and lowest threshold.
Why set reasons and even guide users to submit complex information layer by layer?
Because reporting is a combination of security products and user products , the experience is very convenient and smooth. In fact, only a small part has been completed. The most critical part is that users can quickly solve the report after submitting the report.
If there is no reason for reporting, and only a report is received, without any information assistance, the cost of verifying the problem and handling it is very large; it may be necessary to go through all the information that the user has contacted to make a judgment, and It is not necessarily the same as what the user wants to report. The user may want to report abuse, and in the end, he may find that what the user sees is pornographic, which is completely wrong.
2. Principles for setting the reasons for reporting
Therefore, after clicking on the report, the options that appear and guide users to provide evidence are to assist the platform to verify whether the report is valid. These two principles need attention:
1) The content or behavior described in the reason for reporting must be intolerant and verifiable by the platform
For example, texts with swear words are easy to cause reports, but when setting the reasons, most of them use 'insulting' and 'personal attacks', and most platforms allow users to post swear words; if a report entry is set up for issues that will not be dealt with , the user can never get the expected processing result.
2) The reason for reporting is determined by the types of violations that may occur. Do not copy other platforms.
For example, on the same WeChat country email list profile page, there are two sets of reasons for clicking friends to report and clicking nearby people to report.
Through the reporting options, it can be intuitively seen that the platform does not tolerate these contents or behaviors. The reasons for reporting are different for each APP, and the secondary reasons for each entry, each scene, and each option are also different.
Although there are only 6 first-level reasons on the WeChat profile page, there will be third-level or even fourth-level categories after each reason is clicked to jump.
There are generally two styles of copywriting for setting reasons:
Abstract descriptions of illegal content, such as obscene pornography, violations of laws and regulations, personal attacks, etc.
Focusing on user experience, we summarize and refine the common descriptions of whistleblowers.
In actual situations, it can also be used in combination in two ways, such as when WeChat reports a friend:
It can’t be too detailed (such as different food, roaring), otherwise there are too many options to make selection difficult or random, and it can’t be too broad (such as uncomfortable, bad content), otherwise it can’t be used as a basis for classification, which is equivalent to white selection .
For reporting. In order to satisfy all reporting scenarios as much as possible, and to quickly locate the risk level, a moderately risky violation should be described broadly; for example, vulgar, abusive, and a higher risk The violations should be properly refined to facilitate the follow-up arrangement of rapid processing procedures and avoid the deterioration of incidents, such as fraud, sales of fakes, and related minors.
When measuring which options can be displayed, you can also summarize the types of complaints by analyzing the historical data feedback from users. If the frequency of some violations is extremely low, there is no need to set reasons.
It is also possible to measure the display order of each reason and the impact of copywriting adjustments on the number of reports and the accuracy of reports by means of AB testing, and iteratively based on the data.