Customers

Initiatives to Maintain Soundness on Live Streaming Services

The DeNA Group operates the live communication app Pococha, the voice live streaming app Voice Pococha, and the anime character live streaming service IRIAM (hereinafter collectively referred to as “live streaming services”).
Since our live streaming services were released, they have grown with support from many broadcasters and viewers. Through our service operations we aim to create platforms that many people can enjoy in a sound way while spreading the value of live streaming.
To this end, DeNA engages in awareness activities for the community, updates the rulebooks, enhances our systems, operates a monitoring structure and handles violations, among other measures.

Trust & Safety Promotion Office

DeNA has established the Trust & Safety Promotion Office with the goal of ensuring the quality of our safety and soundness initiatives across our live streaming services to ensure that users can enjoy Pococha, Voice Pococha, and IRIAM in a sound way. This office aims to address common challenges and problems across each live streaming service, conduct training, share knowledge about safety and soundness, among other initiatives, and in so doing enhance coordination across the organization.

Initiatives to Create a Sound Community Together with Users

For our live streaming services we value working together with our users, including broadcasters and viewers, to maintain a sound service. We have produced the Community Handbook, which covers communication between users and the community in general, and we also share episodes of wonderful actions from within the services and conduct user interviews and surveys to help us endeavor to maintain and enhance the soundness of the community.

• Specific Initiatives ・Conducting user interviews and surveys
  ・Gathering episodes of wonderful actions taken in services *For Pococha and IRIAM
  ・Production of the Community Handbook *Pococha
  ・Service improvement with user involvement *Pococha

Rules in the Community and Initiatives to Prevent Trouble

For our live streaming services we have created rulebooks and guidelines based on the Terms of Use to ensure the community stays safe and good for all. The rulebooks and guidelines are always shown on the top banner of the home screen and on the broadcast start screen, among other locations, to ensure they are easy to access. We also provide functionality and services to prevent trouble in the community.

• Specific Functions and Services ・Prohibited word block
  ・Implemented function to block, mute, and prohibit comments
  ・Community Handbook and other awareness activities

Monitoring Structure to Provide a Safe and Sound Service

Our live streaming services prohibit any broadcast with potential to be dangerous to the broadcaster or those around them, and prohibit any broadcast that violates public order and morals, such as adult content. We have built a monitoring structure in accordance with the characteristics of each service, and work to detect rule violations. If there is a violation of the terms of use, we issue warnings and may suspend the account.

• Monitoring Structure ・Monitoring staff members who have undergone prescribed training and passed the test conduct patrols of broadcasts
  ・Developed dedicated in-house monitoring system
  ・24 hours a day, 365 days a year monitoring system
  ・Monitoring structure built based on analysis of the service status, using AI and engineers, and rules are regularly updated *For Pococha and Voice Pococha
• Specific Initiatives ・Word analysis for broadcast titles, etc.
  ・More minutely defined approach methods for different types of reports
  ・Visual inspection for images and broadcasts detected through certain rules or reported
  ・Scoring situations with an increased likelihood of there being a violation, and optimizing the patrols in line with that scoring *Pococha
  ・Developed an automated detection system for inappropriate images *Pococha