12/5/2011

Professional moderators now help many big brands to rid their websites, as well as Facebook and Twitter accounts, of off-color comments. ICUC Moderation, which works with Starbucks, Chevron and the Boston Globe, employs a squad of 200 full-time moderators to handle the Web's most uncivil people. Moderators say the key to excelling in their line of work is being able to diffuse conflict quickly -- while shrugging off personal attacks.

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