While you should aim at reading all comments on your pages, doing so may take significant time and mistakes can happen. Ask your users to support you in the effort to keep the conversation in line with the principles set out by the Community Guidelines, in particular as far as attacks against journalists are concerned. Include a button on your page through which users can report comments that they believe are in breach of the Community Guidelines. Comments reported by users should then be analysed by moderators with greater priority.

Listen to audiences and correct mistakes – but know when to resist pressure

Katy Searle, Head of BBC Westminster, BBC, UK