ISO/TC 290 - Online reputation
Standardization of methods, tools, processes, measures and best practices related to online reputation of organizations or individuals providing services or products, derived from user-generated content available on the internet. Excluded: privacy and data protection frameworks or security information standardization already covered by ISO/IEC JTC 1/SC 27; management system standards already covered by ISO/TC 176/SC 3; fraud countermeasures and controls already covered by ISO/TC 247; brand evaluation already covered by ISO/TC 289; customer contact centres already covered by ISO/PC 273; market, opinion and social research already covered ISO/TC 225.
Online reputation
Standardization of methods, tools, processes, measures and best practices related to online reputation of organizations or individuals providing services or products, derived from user-generated content available on the internet. Excluded: privacy and data protection frameworks or security information standardization already covered by ISO/IEC JTC 1/SC 27; management system standards already covered by ISO/TC 176/SC 3; fraud countermeasures and controls already covered by ISO/TC 247; brand evaluation already covered by ISO/TC 289; customer contact centres already covered by ISO/PC 273; market, opinion and social research already covered ISO/TC 225.
General Information
ISO 20488:2018 provides requirements and recommendations for the principles and methods for review administrators to apply in their collection, moderation and publication of online consumer reviews. ISO 20488:2018 is applicable to any organization that publishes consumer reviews online, including suppliers of products and services that collect reviews from their own customers, a third party contracted by the supplier, or an independent third party. It is recognized that the different processes related to the collection, moderation and publication can at various times be performed by different organizations. This document is applicable to reviews published online, collected by any methodology.
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