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We are excited to announce the launch of updated product names, logos, and headers within our user interfaces as part of the CivicPlus® Solution Rebranding initiative. These changes mark the first step toward creating a cohesive and seamless user experience across all solutions in our portfolio. As part of this transition, users may notice minor design updates. While the functionality you rely on remains unchanged, we are in the process of updating screenshots and other resources on our Help Centers to reflect the new branding. We appreciate your patience and understanding as we work to complete these updates.

Content Moderations and Flagging

  • Updated:

SeeClickFix, like other public online platforms, can attract unwanted content from users. Organizational Users can flag content for review by the SeeClickFix moderations team. The goal of the moderations system is to ensure a positive user experience for all.  

 

Content can be flagged in multiple ways on the internal organizational system and the public side of SeeClickFix. Once the content is flagged, it will be reviewed by the SeeClickFix moderations team. Our moderations queue is actively monitored between 9 a.m. and 6 p.m. Eastern Time, Monday through Friday, excluding Federal Holidays. A system moderator is not a member of your local municipality or organization, but rather, a member of the SeeClickFix team.

 

Content that aligns with our Terms of Use will be posted to the site, and content that does not align with our Terms of Use will not be permitted for public viewing.

 

How Content Arrives in the Moderations Queue

We have a list of keywords that trigger auto-moderation, which means that content will flow into our moderations queue (before posting to the public-facing site) for review by SeeClickFix system moderators. In addition, all images automatically go through an image filter service to review for any inappropriate content. 

 

Another way that content appears in the queue for review is that any resident or partner can flag a request or comment.

 

Unhelpful or Inappropriate Requests/Comments

Requests and comments created by residents can sometimes be unhelpful or inappropriate. Upon review, content that does not align with our Terms of Use will be blocked from the public-facing view; however, content that does not break our Terms of Use may be posted.

 

If Something is Unhelpful or Inappropriate

  • Flag the request or comment and add your organizational email address so SeeClickFix knows the request for review is coming from a partner.
  • You may flag the content to immediately block it from the public-facing page (this may be especially helpful if the content appears outside of business hours).

 

Please Note: Content that is flagged causes it to be blocked from both the public-facing and internal views, so be sure to copy/paste pertinent content into an internal comment if you'll still need it for internal purposes. Flags are available from both the public-facing and internal view of requests.

 

If a User Becomes Problematic and Warrants Review

Any member of an organization may reach out to SeeClickFix Support.

 

What to provide:

  • The user's display name (person we are reviewing) and at least one example of why this is being reviewed. Request ID numbers are always helpful.
  • If a user causes requests repeatedly, we will evaluate the situation and escalate accordingly. In these cases, we may use the following actions:
    • Block content from the public-facing request.
    • Moderate the user (all content flows into the moderations queue for review before posting to the public-facing request).
    • Reach out to the user, asking them to adhere to our Terms of Use.
    • Comment on a request from SeeClickFix Support, referencing our Terms of Use.

 

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