Abuse social service

In Telligent Enterprise 4.0, Telligent has created an abuse social service that promotes social engagement and community participation while improving the quality of content. The service contains a number of developer-ready APIs that enable the abuse service for third-party applications and tracking abuse activities.

In release 4.1, Telligent added the capabilities to view abuse history for posts and delete abusive wiki post revisions.

The abuse service is part of the core functionality of this release.

Social service

The abuse service is used for determining content's abusiveness score. The service:

Allows users to be notified when their content is identified as abuse.
Provides for reported content to be auto-hidden if the circumstances warrant it.
Allows the users to appeal for their content.
Allows a board to confirm or overturn the report.

Social engagement

The abuse service encourages member interaction with content and community integrity through self-policing for abuse in:

Blog posts or comments
Forum threads or replies
Wiki pages or comments
File gallery posts or comments

Community members who are responsible for the questionable content can appeal the report before moderators or an appeal board. The board, chosen among peers in the community, vets abuse reports and [Review appeals|uphold or overturn reports]].

Social metrics

The abuse score for a piece of content includes the history of abuse actions taken on it, starting with its spam score.
An admin can use slider scales in the Control Panel to configure the abuse scores a community member earns or has reported as well as appeal sustains/overturns.
Community scores are only exposed indirectly through widgets or actions (abuse report or overturn). They are not exposed in the Control Panel, but in the public APIs.

Community participation

This service supports the following participation:

Registered users can flag content, including in email subscriptions, as abusive; anonymous users cannot flag content for abuse.
If there are enough abuse points, such as from a high number of reports or being reported by community members with high standing, the content is hidden from search, other content lists, etc. Exception: Wiki pages are not hidden from the site when in an abusive state.
A post author or comment author is notified by email if their content is hidden. He/she can explain in an appeal form why a report should be overturned and the content should be unhidden. When the author submits the form, group owners, group managers, and an appeal board receive email notification of the appeal.
The poster of the reportedly abusive content has five days to appeal the report. They are are notified by email when the post is reported and, if they have not appealed it, will receive another email notification for appeal four days after the initial report. (After five days, it is removed from the site.)
Community members with the Group - Manage Abuse permission - typically administrators, moderators, group owners, and group managers - can view a queue of appeals filed by content posters. The queue is accessible from the Group - Links widget or via the Abuse Queue link on the admin toolbar.
When the appeal board makes a decision to sustain/overturn the abuse report, the content poster is notified by email of the decision.
If content is flagged as abusive but is overturned, moderators are notified that it has gone through the appeal process. However, the content can be re-reported. (It is possible for developers to configure a lock on the content in order to prevent it being re-reported.) If a comment is reported as abusive, it no longer appears on the site.
If a user has abusive content and that user is deleted, his/her content is reassigned to another community member or to the anonymous user. The receiving user does not inherit the deleted user's abuse reporter or abuse creator score.

Development

For more information about developing with the abuse service, see Abuse.

Abuse service email template APIs

Telligent Enterprise 4.0 includes the following abuse service email template APIs.

Email template associated types

Email template extensions

$core_v2_abuseAppeal Email Template Extension - Enables email templates to use AbuseAppeals
$core_v2_abuseReport Email Template Extension - Enables email templates to use AbuseReports
$core_v2_abusiveContent Email Template Extension - Enables email templates to use AbusiveContent

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