The Independent Press Standards Organisation (IPSO) has issued new guidance for journalists and media organisations within its regulatory remit on how to manage readers’ comments.

The guidance covers user-generated comments on a publication’s own website as well as those that appear below social media posts. In both cases, IPSO makes clear that its remit only extends to complaints about comments where a publication has had the opportunity to review or moderate them and they remain online. For social media posts, IPSO will be engaged if the comments are subject to the publication’s editorial control, such as where it can hide, delete, or turn them off.

Whilst IPSO states that publications do not have to ‘pre-moderate’ comments, they must nonetheless have systems in place to review and remove them if concerns are raised. The guidance provides examples of good practice, including ensuring that readers can report comments, that such reports are adequately monitored, and that records are kept of steps taken during the moderation process. It also acknowledges the challenges of full-time moderation, pointing out that some publications will choose not to allow comments on certain articles or, for example, turn off the ability to comment overnight. Publications are also advised that, whilst IPSO cannot require them to delete comments, acting quickly to remove an offending comment will usually place them on stronger footing should a complaint arise.

The guidance is accompanied by a number of case studies in this area, and includes the following notes of best practice for editors:

1. Before publishing

• Decide whether comments should be enabled on higher-risk stories (e.g., deaths, children, court cases).
• Ensure reporting mechanisms for comments are easy to use and monitored.

2. When a complaint arises

• Log when the publication became aware of the comment. Consider taking a screenshot of the comment
• Act quickly to take a decision on whether the comment should remain. Removing content early may keep it outside IPSO’s remit
• Consider whether deleting comments or disabling commenting could resolve concerns an offending comment is deleted as soon as a publication is made

To read the guidance in full, click here.