CHAT MODERATORS, LONDON SW1
Name: Rob Marcus
When did you become a manager?
In 2001, just after I set it up, Chat Moderators won the contract for Liverpool FC's web site, which runs 24/7. I hired six moderators - we now have 40.
What does management mean to you?
Managing the quality of moderating. I check whether the moderator is being fair or becoming a little Mussolini. It's like being an online party host - making sure everyone has a good time - while ensuring libellous comments are removed and children are protected: we helped formulate the Home Office's first code of practice for child safety online. If a troublemaker joins in, it's like knocking the drinks over and being sick in the corner at a party. You must tread the balance and agree when a policy has been breached. Each client draws the line in a different place, but all expect consistency.
What do you love/hate about it?
I love a job well done - like closing a restaurant knowing everyone had a good time without smashing the place up. I hate the relentlessness. There's always a message to moderate.