The Sensitive comments feature is Peakon's way of flagging the most time-sensitive feedback from your organisation.
Peakon flags comments as sensitive when they contain any word from the monitored wordlist. Peakon will notify you, allowing you to decide how to react to the comment.
By design, Peakon will detect false positives too, meaning the context of the comment is not taken into account. Peakon simply lets you know when a comment contains a particular word and you can decide how to react.
1. Enabling sensitive comment monitoring
Account administrators can enable/disable the feature with the following steps:
- Click on the Configure option in the left-side menu
- Select the Data Settings and choose the Sensitive Comments tab
- Click on the Sensitive Comments On icon to enable sensitive comments
2. Providing access to Sensitive comments
Access to view sensitive comments is determined by the permissions that have been set in the access control groups.
Choose Configure followed by Access control. Select one of the access control groups that can see all employee data. The sensitive comment permissions can be found under the following groups:
- Read sensitive comments - ability to read sensitive comments
- Mark sensitive comments - ability to mark/unmark comments as sensitive
Administrate: (only for groups that have access to view "All employees")
- Modify Sensitive comments - ability to modify sensitive keywords
Notifications: (only for groups that have access to view "All employees")
- Receive sensitive comment notifications - get a notification when a sensitive comment has been detected
3. Notification on sensitive comments
When notifications have been enabled for sensitive comments, and a sensitive comment is detected, members of the admin access control groups with access to view sensitive comments will receive:
- An immediate notification on Peakon when a sensitive comment is detected
- A daily email will be sent if new sensitive comments are detected
- For certain sensitive comments, an immediate email will be sent where there’s a risk of immediate harm to the employee or others (e.g. where suicide, gun, kill etc. has been flagged)
- A notification in their digest email (only during open rounds), which will also contain a link to the sensitive comments and some information about which keyword has been detected
4. Viewing sensitive comments on dashboards
Once access has been provided to view sensitive comments, admin users will see the Sensitive comments area on the Comments page.
By default, sensitive comments will also appear in the highlighted comments section at the top of the comment feed.
It's also possible to choose a particular word from the Sensitive concept drop-down list to filter on comments only containing the selected sensitive word.
5. Marking or unmarking a comment as sensitive
Marking or unmarking comments as sensitive only be possible if the necessary permission is enabled in the access control groups.
Unmarking: In some cases, a false positive comment may be detected. It’s then possible to “Unmark as Sensitive Comment” by clicking on the drop-down arrow on the comment itself.
Marking: Any comment on Peakon can be marked as a sensitive comment. To mark a comment as sensitive, simply click on the drop-down arrow on the comment and mark it as a sensitive comment.
6. Monitored keywords
A list of default monitored words will be provided by Peakon, along with an option to add any custom monitored words you’d like to add. Monitored words fall into the following categories, with each category containing a list of concepts:
- Violent Criminal Behaviour
- Safety and Wellbeing
- Objectionable Behaviour
- Integrity and Ethics
- Custom Concepts and Words
Each concept also contains a list of monitored words, which can also be variations and synonyms related to a concept. These monitored words appear in red beside the concept name and will be flagged if detected in a comment.
7. How does the detection of trigger words work?
Any keywords that have been added to the “Monitored words” box will appear in red. Comments containing any monitored words will be flagged as sensitive comments.
Peakon also takes into consideration stem words. Taking “kill” as an example of a monitored word, all comments containing the stem word “kill” would be detected and flagged as a sensitive comment. So comments containing "killed", "killer", "killing" would all have the stem "kill", and therefore be flagged, but "killington" would not match, because it has its own stem - "killington".
8. False positives
Peakon will detect any monitored words on the list, but does not take into account the context the word is being used in. It's therefore likely that false positives will be detected. It is up to those with access to sensitive comments to determine whether the word being flagged is indeed of a sensitive nature based on it's context.
For example, if you have “Kill” as a monitored word and someone leaves a comment reading “We’re killing it in the sales team”, this comment would be flagged as a sensitive comment. In such cases, you can simply mark the comment as “Not sensitive” by clicking on the drop-down arrow on the comment itself - see section below for “Unmarking sensitive comments”.
9. Editing and adding monitored words (Premier only)
It is not possible to edit the default concept names, however, you can add or remove monitored words in each concept:
- Click on the drop-down arrow on the right of the concept to open up the edit options. An option to Add keywords, variations and synonyms will appear
- Click on the “-” icon beside one of the default monitored words to remove a word OR
- Type in a new word in the Monitored words box and select the target language from the Target language list
Note: When adding a monitored word to an existing concept, we recommend adding the stem word as the monitored word, since variations will be detected automatically. For example, adding “kill” would ensure that comments containing “kill”, "killed", "killer", "killing" would all be detected as they all contain the stem word “kill”.
10. Adding custom Concepts and monitored words (Premier only)
Adding custom Concepts and monitored words is a feature available on Peakon’s Premier plan.
A new Custom category will be created when adding any custom concepts and words. To add a custom concept and monitored words:
- Click the Add custom concept option at the top right corner of your screen
- Add a concept name
- Add monitored words to the Monitored words box and
- Select a target language from the Target language list for each word added
11. Localisation and translations
All default monitored words are translated into the following languages: Arabic, Bulgarian, Czech, Danish, Dutch, English, Finnish, French, German, Greek, Hungarian, Indonesian, Italian, Latvian, Lithuanian, Norwegian, Portuguese, Romanian, Russian, Spanish, Swedish, Turkish, and Thai. The language list will be updated as sensitive comments becomes available on additional languages supported by Peakon.
However, when adding new monitored words (Premier only), you will need to select the language of the word at the point of adding the word. This also means that you'll need to add a separate monitored word for each language employees answer the survey in.
- Click on the edit option for any concept and add a new monitored word in the “Monitored words” box
- Select the corresponding language from the “Target language” box
- Click on the black “+” icon to add the word to the concept
- Click on the green “Save” icon. The monitored word will then appear in red beside the concept name
12. Sensitive comments and anonymity
In some instances when a sensitive comment indicates a danger to the employee’s vital interests, the vital interests of others, or criminal activity, there may be a need to reveal the identity of the employee. In such cases, requests can be made to Peakon by contacting our support team at email@example.com.
An escalation policy will be applied and the customer will be contacted back to obtain more details and to discuss any necessary indemnity documentation that may be required.