everything you need to know about glassdoor reviews
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© Glassdoor, Inc. 2017.
Everything You Needto Know About Glassdoor Reviews, Featuring Uber
© Glassdoor, Inc. 2017.
Tech Tips
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so there is no dial-in number
• Make sure your computer speakers are on and that the
volume is turned up
• If your slides are behind, press F5 to refresh
• If you have any questions during the webcast, you can submit
them through the Q&A widget on the left of your screen
© Glassdoor, Inc. 2017.
Meet Our Speakers
Melissa Fernandez
Content & Community
Manager, Glassdoor
Pierce Marchant
Sr. Employer Marketing
Manager, Uber
© Glassdoor, Inc. 2017.
• Glassdoor content moderation process
• Tips for handling controversial and unfavorable reviews
• How Uber handles Glassdoor reviews
• Creating a process that works for your company
• Key takeaways
• Q&A
Agenda
© Glassdoor, Inc. 2017.
Glassdoor Content
Moderation Process
© Glassdoor, Inc. 2017.
Glassdoor Content Moderation Process
• Glassdoor asks employees to
include pros, cons and advice
to management in their
reviews
• This “give to get” policy helps
reduce polarization bias1
• 5-10% of reviews are rejected
1. Source: Give to Get: A Mechanism to Reduce Bias in Online Reviews,Glassdoor Economic Research, October 2017
© Glassdoor, Inc. 2017.
Content submit by user
Content moderation
Approved Rejected
Glassdoor Content Moderation Process
Content Submission
Requirements:
• Agreement to Terms & Conditions
• Valid email address
Moderation process looks at:
• Email address
• Community Guidelines
• Fraud
• Duplicate Submissions
© Glassdoor, Inc. 2017.
We allow:
● Any current or former employee,
(within the past five years) regardless of
job title, to leave a review on Glassdoor
● Discussions of individuals who are in the
highest positions at the company (as
long as it relates to their work behavior)
● Discussions of workplace misconduct,
including illegal activities, discrimination
& sexual harassment
We DON’T allow:
● Profanity, threats of violence or
discriminatory language
● Negative discussions of individuals who are
not the highest positions at the company
● Non-public, internal company info
● Employers to incentivize or coerce their
employees into leaving a review
● Members to post multiple reviews for the
same employer within 365 days
COMMUNITY GUIDELINES 101
Glassdoor Content Moderation Process
© Glassdoor, Inc. 2017.
MYTHS VS. FACTS
• Glassdoor verifies employment status of its members.
• Glassdoor believes in freedom of speech.
• There are inaccuracies in our company reviews. If I provide the proof
that these are false, Glassdoor will remove the reviews.
• All content is processed the same regardless of client status.
Glassdoor Content Moderation Process
[MYTH]
[FACT]
[MYTH]
[FACT]
© Glassdoor, Inc. 2017.
HOW TO DEAL WITH INAPPROPRIATE CONTENT
Phase 1: Flag review
Flag the review for a second look
by clicking on the flag icon located
below the review
Glassdoor Content Moderation Process
Please provide us with additional information
Refer to our Community Guidelines and let us know why
you
think the content you’ve reported may violate these
guidelines.
Additional Information
Back Submit
Report this Review
© Glassdoor, Inc. 2017.
HOW TO DEAL WITH INAPPROPRIATE CONTENT
Phase 2: Flag content is
evaluated
Flagged content is re-evaluated
by a Senior Associate based on
Glassdoor’s Community Guidelines
Glassdoor Content Moderation Process
Keep in mind:
• The process can take up to 72 hours
• You can’t pay to remove reviews
• Flaggers will receive an email notification
• 15% of flagged reviews are rejected
• Evaluation process is universal
regardless
of client status, company size or industry
© Glassdoor, Inc. 2017.
Tips for Handling Controversial &
Unfavorable Reviews
© Glassdoor, Inc. 2017.
Handling Controversial &Unfavorable Reviews
Do:
• Set up company alerts
• Ensure title & name of responder is
correct
• Avoid corporate jargon
• Address criticism in a non-defensive
voice
• Address specific concerns honestly
• Offer to take the conversation offline
Don’t:• Include the name of the individual
you believe wrote the review
• Threaten the writer of a review with
legal or other punitive action
© Glassdoor, Inc. 2017.
How Uber Handles
Glassdoor Reviews
© Glassdoor, Inc. 2017.
How Uber Handles Glassdoor Reviews
• Don’t fear feedback —
embrace it!
• Internal value: uncover
trends at global and
granular levels
• External value: major
driver of brand perception
© Glassdoor, Inc. 2017.
How Uber Handles Glassdoor Reviews
Overview: Uber Reviews
• 4.3 overall rating
• 4.2k total reviews
• 80-100 reviews per month
• ~85% get a response
• Average response time 4-5 days
© Glassdoor, Inc. 2017.
How Uber Handles Glassdoor Reviews
RESPONSE RUBRIC
Uber prioritizes responses based on:
Respond in simple, clear English
Ask for guidance and respond within
3-4 days
Alert appropriate department and offer
a way to take the conversation offline
Leave it alone
Actionable but doesn’t require
consulting other stakeholders
Actionable but does require
feedback from stakeholders
Actionable but sensitive in
nature
Not actionable that is
“venting/trolling”
1
2
3
4
© Glassdoor, Inc. 2017.
3 Response Examples
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Uber Response Examples
1. Positive & Actionable
Say thank you
Make it personal
Reinforce what’s working
© Glassdoor, Inc. 2017.
Uber Response Examples
2. Negative & Not Actionable
Say thank you
Invite to connect offline
© Glassdoor, Inc. 2017.
Uber Response Examples
3. Negative & Actionable
Say thank you
Acknowledge specifics
Communicate what’s being done to improve
Invite to connect offline if reviewer is still an employee
© Glassdoor, Inc. 2017.
Translating Reviews Into Action
© Glassdoor, Inc. 2017.
IMPROVE YOUR INTERVIEW PROCESS
Glassdoor interview reviews help
candidates become informed and prepared.
Tips:
• Refresh questions periodically to keep
candidates on their toes
• Use interview ratings to pulse check the
strength of your interview process
Translating Reviews Into Action
© Glassdoor, Inc. 2017.
POWER EMPLOYEE ENGAGEMENT
• Ensure feedback filters back to execs and relevant teams
• Reviews provide valuable insights that can help improve culture, employee engagement & more
Translating Reviews Into Action
© Glassdoor, Inc. 2017.
Creating a Process at Your Company
© Glassdoor, Inc. 2017.
Creating a Process at Your Company
Tip 1: Set Guidelines
Agree on your brand voice — enlist the help of your marketing team
As a leadership team, determine:
• Criteria for responding
• How to prioritize responses
• How to ensure feedback is delivered back to relevant teams
Curate templated responses that can be personalized
Consider whether PR or legal departments should be involved
© Glassdoor, Inc. 2017.
Creating a Process at Your Company
Tip 2: Assign Responsibility
Determine who will respond:
• Address by function
• Enlist the help of other department leaders to divide and conquer
Develop a cadence for monitoring and providing responses to reviews based on the volume your company receives
• Daily
• Weekly
• Monthly
© Glassdoor, Inc. 2017.
Creating a Process at Your Company
Tip 3: Implement a Feedback Loop
Consolidate trends to shed light on areas for improvement
Share interview feedback with hiring teams
Use Glassdoor data to measure and inform engagement programs
Regularly request reviews from your workforce
© Glassdoor, Inc. 2017.
Key Takeaways
© Glassdoor, Inc. 2017.
• Feedback is a gift – analyze & act on it
• Be human, thoughtful and candid in your responses
• Use proven resources to get started
glassdoor.com/employers/resources
Key Takeaways
© Glassdoor, Inc. 2017.
Q&A
© Glassdoor, Inc. 2017.
Thank You
Melissa Fernandez
Content & Community Manager, Glassdoor
Pierce Marchant
Sr. Employer Marketing Manager, Uber
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