More orderly comments strategy wins friends and subs

Apr 18, 2024 at 10:40 am by admin

A new comment strategy including a ‘subscribe to comment’ prompt on stories engaged community for Nine Publishing and increased subscriptions.

Community manager Matthew Burgess tells in an INMA ‘satisfying audiences’ blog how the moves were planned.

“Blame it on social media, but comment threads have developed a poor reputation right across the web,” he says.

“When they’re at their worst, it’s easy to understand why. But as news publishers double down on subscriber growth and retention – where the real aim is to engage your audience – it’s worth rethinking their value.”

At Nine Publishing’s metropolitan mastheads, subscribers and registered readers submitted more than 1.8 million comments last year, equivalent to about 35,000 comments every week. In 12 months, they commented on more than 21,000 articles.

“Recognising this as an opportunity, we set out in mid-2023 to enhance the value and quality of our threads, build community, and bolster engagement with our in-article comments,” says Burgess. “Most importantly, we wanted to deliver on our broader subscriber goals at every turn.”

Key to achieving that was to listen to the audience – how often they post or read comments; what drove them to comment on specific topics over others; what would encourage them to comment more, or possibly for the first time?

A site intercept survey across the Sydney Morning Herald, The Age and Brisbane Times drew responses from more than 6,500 readers, almost half of whom had engaged with comments in the past month. A bigger percentage said they gained value from reading the comments without posting.

The survey also showed reading comments was more popular than the various live blogs, with 42 per cent of Age respondents said they had read comments in the past month, compared with a live blog at 35 per cent, and an ever greater proportion at the Herald – 52 per cent had read the comments, far outweighing blogs at 32 per cent.

However some readers – discouraged by commenters who hogged the conversation – asked for insightful conversation from a broader mix of voices.

“Guided by this feedback – plus extensive conversations with our team of moderators and additional research – the focus turned to revamping our commenting guidelines,” he says.

With the aim of promoting quality over quantity and elevating the threads as a shared space for healthy, well-informed discussion, new guidelines were set:

-a 1,500-character cap on every comment;

-commenters would be limited to ten posts per story to showcase a wider range of viewpoints and voices;

-no repeating of earlier posts, either in whole or in part;

-suspensions and bans for commenters who spread misinformation, incite conflict, or appear to be conducting an organised campaign;

-encouraging commenters to use their real name or a variation of their real name; and

-zero tolerance for abuse of other commenters or the moderation team.

An article in early December explained the changes., resulting in hundreds of subscribers posting comments on the article embracing the move: ‘Bravo. In support of these changes. Well done SMH for continuing to find balance in an otherwise polarised world,’ one wrote.

Others said it was a ‘great start to a more civil society’ and greatly appreciated how we were tackling misinformation.

The article detailed another major change: posting comments was now exclusively for subscribers. Registered readers – a much smaller cohort that accounted for around eight per cent of total posts in 2023 – could continue to read comments but would no longer be able to join the conversation.

“As we said at the time, prioritising our paying readers will help us ensure the people who help fund our journalism are able to participate in the community they support.

“Our moderators, who review every comment before it’s published or rejected, had long prioritised subscriber comments. Formalising this gave our registered readers greater clarity, defusing any tension over unpublished comments or moderation delays. It also sent a clear signal to anyone who visited our sites about the value of subscribing to one of our mastheads.”

Burgess says the rollout of a ‘subscribe to comment’ prompt on stories added dozens of subscribers in three months. “Our subscriber onboarding journey will encourage these subscribers to build additional habits across our brands. We’ll also monitor their retention levels to see how ‘sticky’ this cohort is.”

There have been other benefits: We received around 367,000 subscriber comments in the three months after the change. The number of unmoderated comments fell by 99 per cent – they now make up just 0.05 per cent of all subscriber comments – while the average time taken to moderate each post has reduced dramatically (around 30 per cent). There’s also been a slight rise in the percentage of published comments.”

The new guidelines have also delivered a better experience for paying subscribers and other readers. Posts are more concise and, as a result, more engaging. Casual commenters now have more visibility in the threads; their contributions are just as valuable as more frequent commenters.”

“We’re encouraged by the results, but we’re not done yet,” he says. “An upgrade of our comments platform is next. And we will be exploring the possibilities of AI and rapid moderation so subscribers can have more meaningful conversations in real time.

“It’s all part of a broader strategy to reinvigorate our reader comments, spurred on by posts like this: ‘The comments section has kept me as a subscriber as it adds a dimension to news stories not found elsewhere’.”


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