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Solution

Provide a two-step process to write a review: (1) Have customers enter review title and text of the review, and any numerical rating. The text must follow the guidelines of the site. (2) Let customers see the recommendation as it will appear in the site, and allow them to edit it. Filter the title and text for profanity and HTML that might link to another site. Staff an editor to review customer-written recommendations and remove them if they are offensive or libelous. Once the review has been posted, provide a mechanism for other customers to rate the review, giving it a meta-rating. Finally, offer an incentive for customers to write the first review, to get people to use the community features.

Figure G4.6. Provide a two-step process funnel to help customers write reviews. Let them write the review (1), and check that their review is formatted correctly before submission (2). After the publisher makes sure that the review conforms to all stated rules, other customers can see the published review (3).



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