With the UK Online Safety Bill approaching the final stages of parliamentary approval, UK businesses will soon face new regulations for user-generated content moderation and a whirlwind of consequences for non-compliance. 

While the Bill aims to create a safer digital environment for users, adherence will make it more difficult for organisations to provide compelling customer experience (CX) and could turn users off their platforms if handled without care.   

In this article, we’ll address the details of the Bill, the importance of trust and safety, and how implementing content moderation services can ensure your business remains compliant without it being detrimental to user experience.  

What is the UK online safety bill? 

The UK Online Safety Bill, a landmark legislation first introduced in the UK parliament in 2021 and currently awaiting approval by the House of Lords, aims to protect users from harmful online content and create a safer digital environment for everyone.  

This comprehensive regulatory framework holds companies accountable for addressing illegal and harmful content on their platforms, with potential non-compliance fines reaching up to £18 million or 10% of their annual global turnover, whichever is higher.  

The Bill applies to various online services, including social media platforms, video-sharing websites, messaging apps, and other services that facilitate sharing of user-generated content. As such, it will significantly impact all businesses that host this type of content. 

With approximately 57.1 million social media users in the UK, accounting for 84.4% of the adult population, the magnitude of responsibility for organisations hosting user-generated content is staggering. With the Bill poised to reshape the digital landscape and redefine online safety standards, organisations must strive to understand its implications and adapt their strategies accordingly. 

Trust and safety: tips to ensure compliance 

First and foremost, developing clear content moderation policies is a crucial best practice for organisations that handle user-generated content. These policies should outline the types of content prohibited on the platform and provide clear guidelines for users to follow.  

Additionally, organisations must communicate moderation policies to users whilst providing proper employee training to ensure content moderators understand their role in maintaining a safe online environment. Establishing a robust reporting system for users to flag potential violations is essential, as it enables swift action against harmful content. 

Investing in content moderation solutions that leverage artificial intelligence (AI) and machine learning is also recommended, alongside human expertise. This blended approach offers the best of both worlds: AI-powered systems can efficiently sift through vast amounts of user-generated content, detecting and filtering out inappropriate or harmful material, while human moderators bring their contextual understanding, empathy, and nuanced decision-making capabilities to the process. A dedicated employee health and wellbeing proposition is also vitally important here, requiring the correct safeguards to be put in place to protect moderators when viewing potentially harmful content. 

By combining these strategies, organisations can ensure compliance with the Bill and that their platforms remain safe and welcoming spaces for users while minimising the risk of errors or oversights in content moderation.  

Success factors: what does this mean for UK companies? 

As UK companies navigate the new Bill, several factors will be vital to ensuring both customer satisfaction and organisational success. 

Efficiency is paramount when implementing content moderation solutions as it will translate into higher security, lower costs, and a more enjoyable user experience. Plus, it will be necessary for businesses to maintain high-quality standards by continuously improving their solutions. At the same time, workforce scalability is essential for remaining agile and responsive to changing regulations and user needs.  

Companies should consider implementing pre-moderation, moderation, and post-moderation solutions to tackle content moderation challenges on social media platforms. These solutions help verify high volumes of user-generated content (UGC), categorise content, reject risky content, maintain the accuracy of AI systems, and ensure a 100% global accuracy rate. 

Security is another crucial consideration, with ISO certifications to demonstrate tested and approved safety protocols for data protection. This commitment to security will help build trust with your customers, fostering a sense of confidence in your online environment.  

Finally, sustainability is vital for long-term success. As compliance requirements may change, staying current with updates or amendments to the Bill will be essential. By adopting a long-term vision for workforce management and social media challenges, UK companies can ensure that their approach to content moderation remains sustainable, stable, and effective. Companies should also focus on forming strategic partnerships with content moderation providers that have their finger on this dynamic pulse and can add value to their CX delivery.  

Webhelp, a leader in trust and safety, has been recognised as a star performer in the market thanks to its dedication to providing secure and compliant services. Webhelp’s global reach and credibility allow us to scale and navigate trust and safety for complex organisations effectively. By partnering with Webhelp, you can ensure compliance with these new regulations while delivering exceptional customer experiences backed by trust, safety, and a people-first approach. 

Bottom line: net positive CX 

When organisations actively moderate content, promptly address harmful or inappropriate material, and maintain a high standard of online safety, they demonstrate a commitment to user well-being that enhances customer confidence, user engagement, brand loyalty, and overall platform growth.  

Prioritising compliance with the Bill creates a competitive advantage by delivering an elevated CX that sets your brand apart from those lacking proper content moderation and safety measures. It demonstrates a proactive approach towards compliance and user safety, which can significantly boost customer trust and satisfaction, ultimately contributing to superior CX. 

Plus, by leveraging the expertise of content moderation professionals to incorporate automated tools, businesses can protect their brand reputation, navigate the new challenges around the Bill, and continue offering users a great experience by maintaining the reliability of their user-facing platforms.  


To learn more about Webhelp’s content moderation solutions, read more here or contact samantha.williams@webhelp.com