4 Musts for Safe In-Game Chat in any Language

A good in-game chat makes for more play.

Users engage more deeply, return more often which results in improvements in important metrics such as lifetime value (LTV).

Two Hat proved all this about a year ago in our whitepaper for the gaming industry, An Opportunity to Chat.

In order for chat experiences to be considered “good” by the user in the first place though, you have to make sure that no users are excluded, bullied, or harassed away from your chat community and game before they ever get a chance to fall in love with it.

That said, it’s hard to deliver a consistently positive chat experience in one language fluently and with nuance, let alone in the world’s 20 most popular langauges. Add in leet aka 1337 and other ever-evolving unnatural language hacks and the task of scaling content moderation for global chat can be daunting.

With this shifting landscape in mind, Two Hat offers these 4 Musts for Safe In-Game Chat in any Language.

#1. Set expectations with clear guidelines
Humans change our language and behavior based on our environment. The very act of being online allows for a loosening of some behavioral norms and often anonymity, so it’s important users understand the guidelines for behavior in your community. As you ponder how to establish these guidelines, remember that cultural norms around the world are very different.

In other words, what is a reasonable chat policy in one language or culture may be inappropriate in another.

#2. Develop unique policies for each culture
French is spoken fluently in Canada, Africa and the Caribbean, but the experiences of those places are entirely different.

Why?

Culture.

Native speakers know these nuances, translation engines do not. Two Hat can provide accurate and customizable chat filters built and supported by our in-house team of native speakers of over 20 languages.

These filters must be on every gaming site and inside every mobile gaming app.

#3. Let user reputation be your guide
Users with a good reputation should be rewarded. Positive users are aligned with the purpose of your product, as well as your business interests, and they’re the ones who keep others coming back.

For those few who harass others – in any language – set policies that automate appropriate measures.

For example: set a policy requiring human review of any message sent by a user with 2 negative incidents in the last 7 days, etc. In this way, user reputation becomes the impetus behind in-game experience, democratizing user socialization.

#4. Tap your natural resources
In every language and in every culture the key to building opportunity is engaging your most committed players. The key to building safer and more inclusive in-game communities is the same.

Engaged, positive users empowered to flag and report negative experiences are the glue that binds in every language and culture.

Make sure each has a voice if they feel threatened or bullied or witness others being harassed, provide the community leaders that emerge with the tools and voice to be of positive influence, and build a chat experience that’s as cool and inclusive as your game works to be.



How Two Hat Builds a Global Chat Filter

Why does Two Hat build our 20 digital languages in-house instead of using a translation engine to power your chat filter?

Because language is human.

Watch and learn what’s unique about Two Hat’s approach then fill out the form below and request a Language & Culture audit.

One of our expert staff will help assess your online community’s health and readiness to keep users safe and happy in 20 different languages.

Language is human

Online community is global. That goes whether you’re a game or an app, a social network or a brand. With the opportunity of global scale, though, comes the cost of making your community a truly safe and welcoming place for all your users. This is awful tough to do absent a deep appreciation of each unique language and culture.

Language is a human construct: something we purposefully create to describe and order our experience. French is spoken fluently in France, Canada, the Caribbean and throughout Africa, though the experience of those places is quite different. Why? Culture.

Culture includes language but it’s more. It’s idioms and nuance and context and perception. It’s interpretation based on sense and feel. Culture taps a broader frame of reference than language alone.

That’s why it’s not enough to rely on plug-and-play translation for your online community’s content moderation. You need human beings to train the machine. Two Hat supports 20 languages, accurately and with nuance.

Each language data set is created and nurtured by native speakers from a range of nations and cultures. They’re real people who are passionate about making online communities safer and they’re awesome to know. Care to meet one? Complete the form below to get a free Language & Culture Audit for your online community.