Build vs. Buy: 5 Considerations for Integrating Trust and Safety Tools

In our Build vs. Buy series, we explore the critical decisions companies face when implementing Trust and Safety solutions. In the first part, we covered the three primary approaches organizations can take to Trust and Safety tools: building custom solutions in-house, purchasing off-the-shelf tools, or adopting a hybrid model that combines both strategies.

To quickly recap:

• Build: Ideal for larger companies with extensive resources and a need for highly tailored solutions.
• Buy: A cost-effective and rapid way to deploy trusted tools, especially for mid-size companies or those needing immediate protection.
• Hybrid: A flexible approach that leverages the strengths of both building and buying, allowing for customization while benefiting from ready-made solutions.

But once you understand these options, how do you decide which path is right for your organization?

Drawing on my experience as a trusted vendor for hundreds of Trust and Safety teams, and my previous role as a leader of a user-generated content platform, I’ve developed a framework to guide this crucial decision-making process. Whether you’re about to take the leap, or you’re looking to refine your existing strategy, this guide will help you navigate the complexities of choosing the best Trust and Safety solution for your company’s unique requirements.

Here are the five key considerations when integrating a solution for Trust and Safety:

1. Core Product Relevance

When a feature is integral to your core product, developing it internally often ensures that it aligns perfectly with your vision and maintains a competitive edge. Unique, in-house development can help differentiate your product in a crowded marketplace, providing longevity and proprietary value that off-the-shelf solutions may not offer.

Today’s user-generated content platforms have diverse focus areas, from increasing engagement and creating positive learning experiences to promoting fitness, medicine, or connecting buyers to sellers. For these companies, Trust and Safety is essential for achieving their goals, but it’s not their primary focus. In these cases, it would be more practical to buy specialized tools from experts who tackle these challenges, allowing teams to concentrate on their core functionalities while ensuring robust protection.

Recommendation: Opt for external tools that match your platform’s requirements.

 

2. Data Privacy and Vendor Trust

Trust is the cornerstone of any vendor relationship, especially when integration requires access to your confidential data. Historically, companies leaned towards creating bespoke tools due to concerns over confidentiality and the risks of sharing sensitive information with external parties. However, as tools with rigorous data protection protocols have evolved, external acquisitions have become more appealing and viable.

In areas like content moderation, where tools are deeply embedded within user-generated data streams, establishing trust with vendors is non-negotiable. The vendor’s reputation for security, their track record in safeguarding sensitive information, and their compliance with data protection regulations should all be scrutinized carefully. Your choice should prioritize vendors known for their impeccable security practices and clear commitment to protecting your data.

Recommendation: Prioritize vendors renowned for their impeccable security practices and a legacy of safeguarding sensitive information.

 

3. Resource Allocation

Building and maintaining complex Trust and Safety tools is resource-intensive, often requiring ongoing attention that can strain an organization’s workforce. It’s not just about the initial development; the true challenge lies in the continuous maintenance, updates, and the need to adapt to emerging threats, regulatory changes, and user demands.

This is a common pitfall—many assume that once a tool is built, the job is done. In reality, components like policy development, queue management, classifier integrations, and regulatory updates demand constant attention. If your resources are limited, it might be more prudent to acquire an external tool that seamlessly integrates with your existing infrastructure. This approach not only saves time and resources but also ensures that your Trust and Safety measures are always up-to-date and effective.

Recommendation: If your resources are capped, or you’re bereft of specialized expertise, it’s pragmatic to find an external tool that complements your existing infrastructure.

 

4. Domain Expertise

Developing Trust and Safety tools requires deep domain expertise, which often necessitates redirecting your team from other core initiatives. Trust and Safety is a nuanced field, encompassing intricate areas such as policy formulation, content analysis, machine learning, and regional regulations. Mastery of these areas is not just beneficial—it’s essential. Without it, you run the risk of creating a tool that’s insufficient or, worse, ineffective.

Procuring tools from vendors who specialize in Trust and Safety allows you to tap into external expertise, ensuring that your solutions are built on a foundation of knowledge and experience. This, in turn, frees up your internal team to focus on other critical projects, driving your core business forward.

Recommendation: Procuring tools offers the dual advantage of tapping into external domain mastery while freeing up your team to champion other pivotal endeavors.

 

5. The Cost of Getting it Wrong

In the complex and contentious realm of Trust and Safety, the consequences of deploying an insufficient or flawed solution can be severe. The presence of harmful content on your platform can significantly damage user experience, leading to decreased user retention, negative public perception, and even loss of trust. Beyond the immediate impact on users, there are also legal and regulatory considerations. Global regulations are increasingly stringent, with governments enforcing strict standards for user safety and data protection. Failure to comply with these regulations can result in hefty fines, legal action, and severe reputational damage.

To avoid these risks, it’s important to secure a dedicated Trust and Safety solution that not only meets current standards but also adapts to future challenges. A misstep in this area could cost more than just money—it could cost your company its reputation.

Recommendation: Ensure regulatory compliance, avoid negative press attention, and retain user trust by securing a dedicated Trust and Safety solution.

 

Making a Decision

The traditional belief that Trust and Safety tools are best built in-house is changing.

UGC business leaders are finding that these tools, often outside of their core offering, require significant resources and expertise, and carry a potentially heavy price for misapplication, making it more practical to rely on specialized expertise.

One important hurdle in the decision to buy Trust & Safety tools is trust. By design, these tools inherently require access to sensitive user data and safety oversight, so choosing trustworthy, professional vendors is crucial.

If you’re currently weighing the decision to buy or build a Trust and Safety tool, consider evaluating our solution. Our team of experts has developed comprehensive solutions designed to meet the diverse needs of content moderation, ensuring that your platform remains safe, compliant, and user-friendly. We invite you to explore what we’ve built in ActiveOS and determine if it’s the right fit for your content moderation needs.