NF Z74-501

NF Z74-501

July 2013
Standard Cancelled

Online consumer reviews - Principles and requirements for collection, moderation and delivery processes for online consumer reviews

Le présent document définit l'ensemble des exigences qui s'appliquent aux systèmes et dispositifs mis en place par le gestionnaire d'avis permettant de traiter de manière fiable les avis de consommateurs. Le traitement des avis comprend les étapes de leur collecte, leur modération et leur restitution.

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Main informations

Collections

National standards and national normative documents

Publication date

July 2013

Number of pages

24 p.

Reference

NF Z74-501

ICS Codes

35.240.63   IT applications in trade
35.240.95   Internet applications

Classification index

Z74-501

Print number

2 - 01/07/2013
Sumary
Online consumer reviews - Principles and requirements for collection, moderation and delivery processes for online consumer reviews

Le présent document définit l'ensemble des exigences qui s'appliquent aux systèmes et dispositifs mis en place par le gestionnaire d'avis permettant de traiter de manière fiable les avis de consommateurs. Le traitement des avis comprend les étapes de leur collecte, leur modération et leur restitution.
Standard replaced by (1)
NF ISO 20488
September 2018
Standard Current
Online consumer reviews - Principles and requirements for their collection, moderation and publication

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.

Table of contents
  • 1 Domaine d'application
    6
  • 2 Termes et définitions
    6
  • 3 Information du consommateur
    10
  • 4 Principes et exigences relatifs au processus de collecte
    11
  • 4.1 Principes généraux relatifs à la fiabilité de la collecte
    11
  • 4.2 Principes et exigences relatifs aux acteurs de la collecte d'avis de consommateurs
    12
  • 4.3 Principes et exigences relatifs à la collecte d'avis de consommateurs
    13
  • 4.4 Caractéristiques de la collecte
    15
  • 4.5 Structuration du contenu des avis lors de la collecte
    17
  • 5 Principes et exigences relatifs au processus de modération
    18
  • 5.1 Principes généraux relatifs à la modération
    18
  • 5.2 Caractéristiques de la modération
    18
  • 5.3 Motifs de rejet d'un avis de consommateur
    20
  • 5.4 Édition et modification
    21
  • 6 Principes et exigences relatifs au processus de restitution
    21
  • 6.1 Principes généraux relatifs à la restitution des avis
    21
  • 6.2 Exigences de restitution des avis
    21
  • 6.3 Critères de suppression des avis après publication
    24
  • 6.4 Perte du droit à déposer un avis pour l'auteur d'un avis reconnu comme illicite ou inapproprié après modération
    24
  • 6.5 Diffusion des avis sur d'autres supports
    24
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