CBC Help

ALERT

Wednesday, December 03, 2014, Broadcast of “The Shepherd” on CBC Radio

More Alerts and Announcements

Frequently Asked Questions

What are the screen resolutions you support?

We support the following screen resolutions:

  • 1024x768
  • 1680x1050
  • 1920x1080

What are the web browsers you support?

We support the following browsers:
• Firefox 10
• IE8
• IE9
• Chrome 17
• IE7
• Safari 5.1

What mobile devices do you support?

We support the following mobile devices (touch site)
• iPhone + Safari
• iPod Touch + Safari
• Blackberry + webkit browser
• Android + native browser
• Windows Phone 7 + native browser

What is streaming?

"Streaming" refers to video that plays while you are connected to the internet. This way you don't need to wait for the entire file to download to your computer before you can start watching. All clips on the CBC Video site are streamed.

Why do I need Adobe Flash Player?

All video content at CBC.ca is provided in Flash video format and you will need the latest version of the Flash Player plug-in installed on your computer. Flash Player is free software that is often included with newer versions of web browsers and computer operating systems. It is regularly updated and it's recommended you have the most recent version installed (Version 10.3 or higher). You can download it free from the Adobe Flash Playerwebsite.

Why does the buffering take so long when I want to watch a video?

Since the nature of video requires significantly more bandwith to display smoothly, video will play better with faster internet connections. Users with a high-speed connection (DSL or cable) should experience high quality video with relatively few problems. Users with dial-up modems or older computers with less memory and CPU power will experience longer delays while the clip buffers before playing, and may experience frequent interruptions as the video plays.

Why can’t I save a favourite video clip?

Due to copyright, video clips cannot be saved. You must be connected to the internet to watch video clips. You can bookmark the page and return to view a clip as often as you would like.

What do I need to have to be able to watch video clips on CBC.ca?

To be able to watch video clips you will need the following:
• Internet Explorer 8.0 or above, Firefox 4.0 or above, or Safari 4.0 or above
• JavaScript and Cookies must be enabled
• Adobe Flash Player 10.3 or above
• Microsoft Windows XP SP2 or later or Macintosh OS X
• 1GB RAM

Why does my browser prompt me to download the latest version of the Flash Player?

The CBC video player requires Flash Player 10.3 or above to work, however it's highly recommended that you upgrade to the latest version. Flash is a widely used plug-in and can be downloaded and installed here. To check if you're currently running the latest version of Flash go here.

I’m sure I have Flash but the player keeps telling me I need to install

First check to make sure that you have a valid version of the Flash Player installed by going here.

In the off chance that your Flash Player is corrupt it may be necessary to remove the plug-in completely before reinstalling. Follow the directions here.

You may need to adjust your security settings if you're using Internet Explorer. Under Tools/Options open the security tab and make sure that your security settings are set to Medium or Medium-High.

I’ve gone to the video page but I don’t see a player.  How come?

The CBC video player requires Javascript to run many of its features. It's possible that your browser settings are preventing Javascript from running properly. Follow the directions to enable Javascript here. Also it's a good idea to ensure that cookies are enabled in your browser of choice. Follow the directions for your browser here

I can hear audio, but I can’t see any video.  What’s wrong?

Occasionally, older versions of the Flash Player can cause conflicts to occur, it's best to keep your plugins up to date.

You can see if you have the latest version of Flash by going here.

If you find that you don't have the latest version, please update it here.

I can see videos, but I can’t hear any audio.  What should I do?

Verify that the volume settings on the video player are set correctly.

Verify that your speaker volumes are set correctly. On a Windows computer double-click the volume icon in the system tray. On a Mac the volume controls can be found in the top right of your screen.

Verify that other media players on your computer can play sound correctly, such as Windows Media Player or Quicktime. Also, make sure that the volume on these other media players is up; incorrect settings could affect the volume of the CBC video player.

Verify that you have a compatible version of Flash Player installed. Refer to the instructions above.

Ensure that sound works on other video sites like YouTube. If it doesn't then your computer may be blocking Flash functionality. To fix this refer to here. Check the box labeled 'Allow third-party Flash content to store data on your computer.' Restart your browser and try again.

It's also possible that your Antivirus or Firewall software may be blocking Flash content. Check the software's documentation to correct.

Video and audio are both choppy or stuttering.  What’s going on?

This is most likely an issue with your Internet connection.

If you're watching video over a wireless connection try it over a wired connection.

Are you running any other bandwidth-intensive applications on your computer like Outlook, Skype or other Internet downloads? Try shutting down other applications while watching CBC videos.

If there are other people using your Internet connection check to see if they are using any bandwidth-intensive operations. If so, you may want to pause these applications while watching CBC videos.

Perform a Speed Test. This can be accomplished by going here. Once there, click on the yellow star or the closest blue star to your geographical region. If your download speed is less than 10 Mb/s then your bandwidth is fairly limited. You may want to consider contacting your ISP for solutions on increasing your connection speed.

Perform a traceroute. This can be accomplished by following the directions here. If you receive an output with 13 or more hops, the problem is most likely related to how your ISP is routing your computer's requests. Try contacting your ISP's support desk to request help.

Video is choppy or stuttering but the audio is alright.  What should I do to fix it?

This is most likely an issue with your computer's hardware.

First ensure that your system meets our minimum requirements as listed above.

Check the CPU usage on your computer. To check this on Windows, right-click on your task bar, launch the Task Manager and go to the Performance tab. On a Mac, go to Applications, then Utilities and launch the Activity Monitor. If the CPU usage while watching CBC videos is above 50% (or 100% on Mac with a dual-core processor), try shutting down any applications that may be using your CPU.

Occasionally, an incomplete copy of a video can get stuck in your cache and never fully download. You can re-attempt the download of the video by clearing your browser's cache. See how here.

The Video Player doesn’t show up anymore (just a black box).  How can I fix this?

Occasionally, we release new features and functions that may not be fully compatible with older versions of the Flash Player. Although we strive to be as backward-compatible as possible, in order to keep moving our technology forward this is not always possible. If you are no longer able to see the player, or see a black box in it's place, please update your Flash Player to the most recent possible. It's also not a bad idea to make sure you're using the latest version of your browser.

I’m on a Mac and I can’t see a Live Stream. What’s wrong?

There is a known compatibility issue between some Mac video hardware and some versions of Adobe player. This manifests itself in an inability for the hardware to properly process live video streams. Unfortunately this problem is out of our hands and will only go away when Adobe and/or Mac invests in a fix. We suggest updating your Flash Player and/or browser version frequently to take advantage of any fix that may come through the pipe.

The player says ‘Content not Available’  What should I do?

Our distribution license for some content is restricted to certain regions. If you reside outside of Canada and are seeing this message it means that we are unfortunately prevented from distributing it to you.

Very occasionally, however, our video system will mistake a geographic location and block valid users from watching video. Usually these outages only last a few minutes, so it's suggested that you try again after a short wait.

If you're still being blocked from viewing content you may want to check your IP address to make sure that it's being recognized as a Canadian address. You can get your IP address here and test it here.

If your IP address checks out and you're still being prevented from viewing content please contact us.

A friend sent me a link to a specific video, but it doesn’t work.  Why not?

Some of our content is only available for a certain amount of time.  It's possible that your friend's video has expired.

Why does my browser generate security alerts when I’m on the CBC video page?

It is sometimes necessary to adjust the security preferences for your Flash player. Security options can be set here.

For more information about Flash privacy issues refer the the Flash Privacy Policy F.A.Q. here.

Can I use Ad Blocking Software?

You may have unpredictable playback when using ad blocking software or browser plugins. We recommend turning off any unnecessary software or plugins that may affect your experience.

I’m still having problems watching video on CBC. Do you have any other tips?

It's highly recommended that you upgrade to the latest version of the Flash plugin. To check if you're currently running the latest version go here. Flash is a widely used plug-in and can be downloaded and installed here.

Although rare, our servers do occasionally experience short glitches. It's worth trying back again after a short break.

Scan your computer for viruses, adware, malware, spyware or any other potentially damaging programs.

Turn off any unnecessary browser plugins, including ad blocking software.

Make sure you're not using a proxy server. You can verify this here.

Avoid using accelerator programs, such as Google Web Accelerator.

If you're in an office environment verify that your system administrator isn't blocking CBC.ca or any other related sites.

Avoid using remote desktop software.

I already have a CBC account to comment on stories

Your CBC Your News Community account is different from the CBC account. You will be required to register before submitting content to CBC's Your News Community.
You have two registration options:

Facebook: If you have a Facebook account and would like to use it to log in to the CBC Your News Community, please use the Log in with Facebook button on the log in page. If you choose to login using Facebook, the CBC Your News Community will display your profile picture, first name and last name alongside all user-generated content contributions within the CBC Your News Community site. If you would like to remove or change the Facebook profile information used on this site, you can edit your CBC Your News Community profile once you’ve logged in. If you don’t want any connection between your Facebook profile and your CBC Your News Community profile please use the form to your right titled Register the Old Fashioned Way.

Register the Old Fashioned Way: Email, Password, First Name and Last Name are mandatory fields on the registration form. CBC requires this information to provide credit to content contributors. City, Country and Province are optional fields - you do not have to fill these in to register with the CBC Your News Community. You must complete the Captcha field. This field helps prevents bots from registering with the CBC Your News Community. You must agree to CBC's Terms of Use before registering for a CBC Your News Community account.

How can I recover my News Community password?

If you have forgotten your password, you can reset it by selecting Forgot Password. You will be required to enter the email address you used to register with the CBC Your News Community (this is different from your CBC account for commenting and subscribing to newsletters). CBC will then send you an email that contains a link to reset your password.

How do I upload content?

To upload content to the CBC Your News Community, please follow the instructions below:
If you don't already have a CBC Your News Community account, you must Register. If you already have a CBC Your News Community account, you can Log In.

Go to the Upload Form.

Fill in the required fields Title and Description
Type of News, Region and Map are optional fields. You do not need to complete these fields in order to submit your content, but it will help us to place your content in a relevant gallery.

Select a file to upload from your computer.

You must agree to CBC Submission Guidelines.

You have the option to share the content you have uploaded on your Facebook wall. This will allow your Facebook friends to see the content you submitted to the CBC Your News Community.
Click "Start Upload". Depending on the size of the file you are uploading, this may take several minutes. Once the upload is complete, you will receive a confirmation message.

What file types can I upload?

The CBC Your News Community can accept files up to 1GB.
Images: The following are acceptable image formats:
• bmp - Bitmap
• eps - Encapulated PostScript
• jpg, jpeg - Joint Photographic Experts Group
• gif - Graphics Interchange Format
• png - Portable Network Graphics
• psd - Photoshop
• tiff, tif - Tagged Image File Format
Video: It is recommended that you upload video in .mov or .mp4 formats.
The following are acceptable video/audio formats:
• 3g2 - 3GP2 Format
• 3gp - 3GPP Format
• ac3 - Raw AC3
• aac - Advanced Audio Coding
• aiff - Audio Interchange File Format
• amr - 3GPP AMR Format
• asf - ASF Format
• au - Sun AU Format
• avi - AVI Format
• dirac - Raw Dirac Format
• dv - DV Format
• flac - Raw FLAC
• flv - Flash Video
• mkv - Matroska format
• mov,mp4,m4a,3gp,3g2,mj2 - QuickTime/MPEG-4/Motion JPEG 2000 format
• mp2 - MPEG audio layer 2
• mp3 - MPEG audio layer 3
• mpeg, mpg - MPEG Format
• off - OGG Format
• wav - WAV Format
• mts - AVCHD multiplexed video/adio stream

How can I edit my News Community profile?

You have the ability to edit the information in your CBC Your News Community profile by clicking on your name (beside the logout button) and selecting "Edit Profile". You must be logged in to edit your profile.

Profile Picture: To change your profile picture, click "Choose File", select an image that is saved on your computer, click "Upload Avatar". Please note that avatars must be converted to the correct format and are subject to pre-moderation. These tasks may take a few minutes - we appreciate your patience.

Email: You may change the email address that is associated with your CBC Your News Community account. Once you change your email, you will be required to use your new email address to log in. If you chose to log in with Facebook and subsequently changed your email address in the CBC Your News Community, the Facebook log in will continue to work.

First Name/Last Name: You can change the name that appears alongside any of your CBC Your News Community contributions (photos, videos, audio, comments, etc.) by changing what you enter in the first name and last name fields. You can enter up to 20 characters in each field.

About/Bio: You can offer additional information about yourself. This field is optional and will be displayed publicly in your CBC Your News Community profile.

City/Country/Province: You can change your location by editing the City, Country and Province fields.

Website: If you have a personal website, you can add it to your CBC Your News Community profile for other members to see.

Twitter Username: If you have a Twitter account and would like to display your most recent Tweets in your CBC Your News Community profile, you can add your Twitter handle to this field. Please do not include the '@' symbol.

Map Location: You can change your location on the map by clicking anywhere on the map or entering a location in the location field and clicking "Locate". The information you enter in the location field can be as generic or specific as you wish. Remember this information is displayed publicly in your CBC Your News Community profile.

Can I remove content once it has been submitted?

Media (photos, videos, audio): You have the ability to make a media item private or trash it. Making it private will remove it from public view, but it will still be visible in your private profile. Trashing an item will remove it permanently from the website and your profile. Please note: If your content has been chosen as an Editor's Pick, you do not have the ability to make it private or trash it. If you have reason to believe that this content should no longer be part of the CBC Your News Community, please select "Report Abuse" and select from one of the available reasons for having the content removed.

Comments: Comments cannot be removed once submitted. If you don't think a comment follows CBC's Submission Guidelines, you can click "report" and select from one of the reasons. Our moderators will review the comment and determine if it should stay on the website or be removed.

Why isn’t my content appearing in a gallery?

There are a few reasons why your content might not be appearing in a gallery:

All content submitted to the CBC Your News Community must comply with the CBC Submission Guidelines. If the CBC moderators determine that your content does not comply with the submission guidelines, you will receive an email indicating that your content was not approved with the reason for denial.

Are you sure the file was uploaded successfully? You can check whether a file was successfully uploaded by looking in your CBC Your News profile. If this file is Pending Approval, it means that the moderators have yet to review it. If you do not see your file in your profile and believe that you have complied with CBC's Submission Guidelines, please try uploading again.

If you didn't choose a Your Gallery or a Region option from the drop down list on the upload form, our producers and editors have to manually determine which gallery to place your file into. In some cases, this may take several days.

What are Editor’s Picks?

Editor's Picks are chosen by the staff at the CBC News Community desk. They are images that members of the team consider to be unique, visually striking or newsworthy. We try to choose 5 new editor's picks each day when possible, so that they gallery on the Community homepage is refreshed daily.

Why am I receiving multiple copies of Digest?

Perhaps morning and evening edition? Different regions? Email account is entered multiple times?

I am not receiving emails from CBC, what has happened?

It is possible that your account has a Hard Bounce associated with it. Contact Audience Relations to have the Hard Bounce removed.

Do I have to be a member to participate in CBC Contests?

Every contest has different requirements. Please refer to the individual contest guidelines for more information.

Do I have to have a Facebook account to participate on CBC.ca?

No. You can sign up for a CBC account without having a Facebook account.

Do I have to have a Google account to participate on CBC.ca?

No. You can sign up for a CBC account without having a Google account.

Fall schedule 2013

Here is the answer

CBC Radio Frequencies

Find our Frequency link.

Frequently Asked Questions: CBC Radio App for Android

 

 

How do I download the app to my device?

Click on the ‘Android Market’ on your device’s home page. Select the CBC Radio App from the list of applications. Click on 'Install.' The app will now appear in your Applications tab.

 

How much does the CBC Radio App cost?

The CBC Radio App is free to download and free to use.

 

How do I add a shortcut to the device’s home page?

To add a shortcut for the CBC Radio App to the home screen, open the ‘Applications’ tab, next touch and hold the shortcut you want. You will be presented the option to add the shortcut to the home screen.

 

Can I access the CBC Radio App app while using another application?

Yes. The Android allows for multiple applications to run at the same time. Be sure to pause the player before exiting the app if you do not want to run the audio in the background. Once it is running in the background, you can access the player and pause at any time by dragging down your task bar and clicking the radio icon.

 

Can I listen to my local station stream live?

Yes.

 

How can I find a specific station?

Try our “Listen” page to find a station by its location, frequency, name or description.

 

Is it possible to save a station or stations as a favorite?

Yes. Once you have located and selected a station, you will see the option to "Add this station to Favorites." After that, you will be able to find any saved stations under the “Favorites” option in the app's menu.

 

How do I remove a station from "My Stations"?

To remove a station from your "Favourites" list click and hold the station in the list, and drag the icon to the “Remove” item which displays at the top of the browser.  The radio stops playing when the screen goes off.  This can happen if you are playing radio over a WiFi network. One of the settings for WiFi is whether it should turn off when the screen goes off. Go to Settings - Wireless and Networks - WiFi Settings and click the Advanced menu option. Then select the WiFi Sleep Policy item, and select either the "Never" or "Never when plugged in" option. This will make WiFi not turn off when the screen goes off, and radio playing will continue.

 

How do I remove the app from my phone?

Touch and hold the CBC Radio App app icon until the trash folder appears in the ‘Applications’tab. Next, drag the icon to the trash. This will remove the app from your device.

 

Is there a difference between the iPhone app and the one created for the Android?

There are some minor differences between the iPhone and the Android application, however the majority of available features are the same. In each case, we have optimized the app to perform best on the particular device it was designed for.

 

Who do I contact with my questions or comments about the CBC Radio App app for Android?

Simply use our contact form at http://www.cbc.ca/help/contact/

What does ‘Moderation’ mean?

Moderation” means the process where an online community member’s submission is reviewed and acted upon by a moderator(s).

Pre-moderation” means a moderator(s) reviews and approves or rejects a community member’s submission before it is published or broadcast.
Post-moderation” means a moderator(s) reviews and if necessary removes a community member’s submission within a reasonable period of time after it is published. 
"Reactive  Moderation"  means a moderator(s) reviews and if necessary removes a community member’s submission as a result of a complaint, feedback from CBC or otherwise.

Why does CBC/Radio-Canada use different types of moderation?

CBC/Radio-Canada chooses the moderation process that is best suited to the community, platform and subject matter.

Who are the CBC/Radio-Canada Moderators?

Some CBC/Radio-Canada communities are moderated by internal staff, while others are moderated by external staff.

For CBC.ca, although CBC sets the guidelines and administers them through a Moderation Manager, in view of the volume of comments readers submit – in excess of 80,000 comments are processed every week – we contract the moderation to ICUC Moderation Services, an internationally recognized private company that specializes in such work. ICUC does not release the names of those employees who work as moderators.  The relationship between CBC/Radio-Canada and ICUC began in 2007 and we continue to work in close and ongoing collaboration to ensure accuracy and consistency of moderation across CBC/Radio-Canada’s online communities.

Why and how did CBC/Radio-Canada decide to outsource some of its moderation tasks?

For some online community spaces, such as CBCNews.ca, using a third party provides CBC/Radio-Canada with a number of benefits, including for example; staffing flexibility to absorb sudden spikes in comment volume; cost effective 24hr coverage and industry expertise.

In 2007, CBC/Radio-Canada began working with ICUC, an internationally recognized private company that specializes in work such as moderation and community management. In 2012, CBC/Radio-Canada went through an RFP process (as per CBC/Radio-Canada’s procurement requirements) to determine which third party organization should be awarded the moderation services contract moving forward. ICUC was the winning vendor and as a result, their role as moderation services provider has continued. 

This relationship continues today as CBC/Radio-Canada and ICUC work in close and ongoing collaboration to ensure accuracy and consistency of moderation across CBC/Radio-Canada’s online communities.

How do the moderators decide what is appropriate for CBC/Radio-Canada online communities?

It is CBC/Radio-Canada’s aim to provide a lively forum for Canadians to share their opinions on topical issues.

To make those conversations as relevant and valuable as possible, we have developed comprehensive Content Submission Guidelines which apply to all of CBC/Radio-Canada's online community spaces.

The Content Submission Guidelines are intended to encourage an interesting and engaging discussion, while providing sufficient structure to prevent the discussion from straying off-topic, being insulting or abusive, breaking laws or violating community standards. 

Why must comments on Radio-Canada be in French and those on CBC can be in English or French?

CBC.ca and Radio-Canada.ca are the programming websites of CBC/Radio-Canada. The corporate website (CBC.Radio-Canada.ca) is fully bilingual, as it is the site that represents the Corporation. CBC.ca serves all Canadians, primarily in English while Radio-Canada.ca is focused on servicing the francophone Canadian population, their issues and concerns, which are very often different from those of English-speaking Canada.

Consequently, it is the practice of Radio-Canada to translate languages other than French in their programs and their communications with the public, to reflect the needs of their francophone audience. Submissions to Radio-Canada.ca are included in the material that would need to be translated. However, given the number of public submissions to the website and the limited resources available overall for translation, Radio-Canada has chosen to accept only those submissions created in French. While CBC.ca does allow French-language comment submissions, the reality is the number of French comments submitted is insignificant.

In the same way that CBC and Radio-Canada are not required to produce identical programming, our program websites need not offer identical services. The difference in the guidelines reflect our commitment to meeting the requirements outlined in the Broadcasting  Act.

What is the difference between the Submission Guidelines and Terms of Use?

The Content Submission Guidelines are intended as a layperson friendly clarification of the Terms of Use which are written using specific legal terms.

What are some of the changes that have been made to the Terms of Use and Submission Guidelines?

Since the policies were established in 2007, there have only been minor changes made. For example we have broadened the language from being News specific to encompass all CBC/Radio-Canada content areas and all platforms (including third party platforms such as Facebook). Another example is that we tightened up on our moderation of personal attacks.  See the following article for more information.

As per the Content Submission Guidelines CBC/Radio-Canada reserves the right to change the Terms of Use and Content Submission Guidelines at any time.

Does CBC/Radio-Canada monitor comments on certain stories more closely than others?

Yes (e.g. those of a sensitive nature, or those prone to libel, etc.)

Are the CBC/Radio-Canada moderators biased?

We do not approve or reject comments based on personal views; we moderate to the Content Submission Guidelines. We don’t strive for “balance” in the views shared in our online communities. If a particular story attracts individuals that may hold similar views, we publish what we receive (assuming the input meets the guidelines).

Does CBC/Radio-Canada’s Journalistic Standards and Practices policy apply to audience submissions?

No. Audience submissions are not subject to CBC/Radio-Canada’s rigorous Journalistic Standards and Practices policy. But as much as we want to encourage a free and open debate, we also expect those who submit content to do so within the Content Submission Guidelines we have set out.

Why doesn’t my submission appear instantly on CBC.ca or Radio-Canada.ca?

Most audience contributions on CBC.ca and Radio-Canada.ca are pre-moderated, meaning moderators review submissions, in advance of posting. This moderation process creates a lag between the time the comment is submitted, and the time it is published on the site. We work to ensure that all content is published within 30 minutes of the time that we receive it. There may be times when the delay is longer, due to the volume of comments we receive, which on many days on CBC.ca, is more than 20,000 submissions.

From a technical standpoint, our system does not allow us to “hold back” posts of a certain viewpoint over others. Our pending queue is akin to a fire hose; it is a continual flow of messages. Our moderation team does their best to address all input in a timely manner. We have multiple moderators working on the queue at one time, during most hours of the day. We can’t control where any comment lands.

Why is there an inappropriate audience submission on a CBC/Radio-Canada community?

We recognize that it must be frustrating to see contributions on CBC/Radio-Canada online community spaces that you perceive to be inappropriate. Despite our precautions, when dealing with high submission volumes, for example CBC.ca receives over 10,000 comments per day, our efforts will minimize problematic submissions from appearing but cannot totally eliminate them.

My submission was never published / was marked ‘content disabled’?

We recognize that it must be frustrating to prepare a contribution for a CBC/Radio-Canada online community space only to never see it published.

Provided there wasn’t a technical issue, it is most likely that the moderator(s) felt the contribution was not in line with the Content Submission Guidelines. Some common guideline violations are; personal attacks, insults and defamatory statements.

It is also possible that the contribution was rejected in error. Despite our precautions, when dealing with high submission volumes, for example CBC.ca receives over 10,000 comments per day,  there are times when a contribution is rejected in error. Our efforts will minimize moderation errors but cannot totally eliminate them.

Can you remove my submission/comment?

Generally, our policy is to not remove audience submissions (e.g. comments) from a CBC/Radio-Canada online community space once it has been determined that they are in line with our Content Submission Guidelines and have been published.

Why did the moderators reject/disable my submission?

We do not provide rationales for moderation decisions but we do our best to reverse moderation actions as required, provided it is technically possible.

Please ensure that your submissions are in line with the Content Submission Guidelines. Some common guideline violations are; personal attacks, insults, defamatory statements.

How many submissions are approved and rejected?

On average, we publish 85 to 90% of the comments that are submitted to CBC.ca.

Although, on stories that cover sensitive or highly controversial topics, the rejection rate can at times be 50% or more submissions rejected.

Why did you remove content after it had been published?

If it was a post-moderated or reactively moderated online community space, likely the content violated CBC/Radio-Canada’s Content Submission Guidelines.

If it was a pre-moderated online community space, for example CBCNews.ca, given the volume of content that we are reviewing, more than 10,000 submissions per day, occasionally inappropriate content does slip through, and generally our community members are quick to alert us to these cases via the 'Flag’' link.

 

Does CBC/Radio-Canada make it clear to the public when and why certain comments have been removed?

Different platforms require different processes but yes, where technically possible, CBC/Radio-Canada acknowledges when a comment is removed and/or a submission is not published. 

A moderator disabled my submission, but then another moderator approved it?

In many of our online community spaces, CBC/Radio-Canada has multiple moderators working at once and because this is a 'human-based' system, there are inevitably some inconsistencies. The Content Submission Guidelines require interpretation on the part of the moderators and thus there are instances where identical comments are handled differently by different moderators.

How do I notify CBC about a moderation decision that I disagree with?

If you see an audience contribution that you believe is inappropriate (contravenes the Submission Guidelines), please report it! 

On CBC.ca and Radio-Canada.ca, click ‘Flag’.  This alerts the moderators to take another look at the comment, and if required, to escalate it to senior management for review or in some cases, remove the submission entirely. CBC.ca receives 100s of 'flags' per day. Ensure that you are logged into your Viafoura account prior to 'Flagging'.

If nothing changes after 30mins (e.g. the comment is still published) or perhaps you think your submission that was disabled/rejected, should be published, you can notify CBC. 

We'd ask that you contact Audience Services with the following information...

- the story title and URL that the comment is associated with;
- an exact copy of the comment;
- the date and approximate time of the submission (so we can follow up with the staff on duty);
- the username/display name, of the author of the contribution
- your rationale for publishing or removal
- the date and approximate time of your “Flag” (so we can follow up with the staff on duty)

I contacted CBC/Radio-Canada about commenting and moderation but no one responded to me?

Due to the high volume of correspondence that CBC/Radio-Canada receives about audience submssions and moderation, we cannot guarantee a personal response to audience correspondence. We DO read everything that we receive.

Please note, CBC.ca's online community is very large (1,000's of individuals contribute each day) and at times, the volume of inquires is equally high. CBC investigates as many inquiries as possible. If upon review, CBC determines that a moderation decision should be reversed, it will be (wherever technically possible).

CBC/Radio-Canada is continually working to refine the process of how to review and investigate the information that you send us. 

Who owns moderation / Who is the senior person in charge of moderation at CBC/Radio-Canada?

No one person owns, or is in charge of moderation at CBC/Radio-Canada, it is a collaborative, team effort. The Submission Guidelines were created by a team comprised of editorial, legal and operational staff. As CBC/Radio-Canada’s online communities continue to grow and evolve, we actively monitor and regularly review the effectiveness of our moderation practices. CBC/Radio-Canada has made, and will continue to make, changes to our practices to ensure that our standards and guidelines are consistently met.

If you wish to contribute to the ongoing discussion around moderation, audience submissions and online community management, please send us your thoughts via CBC Audience Services.

Why does CBC/Radio-Canada allow audience submissions (comments)?

It is our aim to provide space for Canadians to share their opinions on topical issues.  CBC/Radio-Canada’s many online communities are spaces for Canadians to talk to each other.

Which social media platforms does CBC/Radio-Canada use as part of your audience engagement efforts?

CBC/Radio-Canada engages with Canadians on many different social media platforms (for example - Facebook and Twitter). CBC/Radio-Canada selects the social media platform that best fits each specific online community.

Does CBC/Radio-Canada have a preferred space for online engagement?

CBC/Radio-Canada invites Canadians to engage on many different platforms, which are selected to best facilitate engagement for each specific community. For example the CBC.ca community submits over 300,000 comments per month, predominantly on News and Sports stories on CBC.ca. CBC.ca frequently receives over 10,000 comments per day, and experiences peaks with 1,000+ comments per hour. As a result CBC.ca needs a commenting platform that can handle that considerable volume.  Since 2008, over 1,000,000 audience members have contributed to the CBC.ca online community by submitting, reviewing, rating and/or flagging contributions.

The CBC Radio online community (along with other CBC communities, including News and Sports) engages frequently on Facebook and Twitter. TV Programs such as, "Dragon's Den" and "Heartland" have blogs that are popular with their respective online communities.

Does CBC/Radio-Canada edit audience submissions (e.g. comments)?

Although we reserve the right to do so, as outlined in the Terms of Use, CBC/Radio-Canada does not typically edit audience submissions (e.g. comments).

Does CBC allow the use of pseudonyms? Why?

CBC allows the use of pseudonyms in its online community spaces. Pseudonyms are subject to CBC/Radio-Canada's Submission Guidelines. In the online world, many people prefer to use nicknames (including 'real-sounding' names) for privacy and security purposes and it is standard to accept them for the purposes of this type of commentary. Similarly, some people also withhold their location information for privacy and security purposes.

CBC/Radio-Canada online community members are asked to provide true, accurate, current and complete information about themselves and failure to do so may result in suspension and/or termination of access, as per the Terms of Use and the Submission Guidelines.

Why are some articles open for the audience to submit comments but not others?

Not all CBC/Radio-Canada stories, articles, program spaces and/or blogs have a space enabled for the audience to engage, just as not all CBC/Radio-Canada topics and programs are available to discuss on Facebook and/or Twitter or other third party platforms.

CBC/Radio-Canada editorial staff select when and where the audience can engage on our digital spaces. Many factors inform these decisions; are they stories/topics with a major impact at home or abroad, level/type of moderation involved and the resulting resources required, legal liability (ie. publication bans), etc..

To learn more about the specific challenges facing CBCNews.ca, read "Managing the growing conversation at CBCNews.ca".

Someone has the same profile name as mine / someone is impersonating me. Please stop them!

All profile "Display Names" are subject to CBC/Radio-Canada’s Submission Guidelines. It is common for names to be similar, if not identical. Many people choose to differential their name with the use of special characters (e.g. numbers or underscores). Near duplicate names are often seen in the online communities.

CBC/Radio-Canada does not allow allow the impersonation of individuals or misleading usernames. If you feel strongly that you are being impersonated, we will need you to illustrate this for us (e.g. using specific comment examples and profile details).

Please send all relevant information to Audience Services.

Why don’t you ban this individual?

Our procedures have always included banning users. However, we have found that it has not been an effective deterrent in the online world, as the user will simply register another account. This puts our moderation team at a disadvantage, as we don’t know who to look out for. We also find these re-registrants can return with an increasingly negative attitude. That said, we have and will continue to ban users if we feel it is necessary.

We ask that you ignore members who you perceive to be engaging in ways counter to our guidelines.

Where did my “Trusted” status go?

June 26, 2013, CBC launched a new commenting platform and member registration system. We did not carry over any existing "Trusted" status accounts from the old system to the new one. At this time, there is no such program in use on CBC.ca.

 

 

I don’t have a SmartPhone, and I can’t see CBC.ca on my mobile phone?

Bookmark CBC.ca/m/Touch on your mobile browser. You can view updated content and news everyday. 

 

Why can’t I access CBC Rich site (CBC.ca/m/rich) that I previously bookmarked?

Due to constant decline in usage of the CBC Rich site, we have stopped supporting it. Please bookmark CBC.ca/m/touch to continue browsing updated content.

Why can’t I access CBC Text site (CBC.ca/m/text) that I previously bookmarked?

Due to constant decline in usage of the CBC Text site, we have stopped supporting it. Please bookmark CBC.ca/m/touch to continue browsing updated content with a more rich experience.

Does CBC reveal the identity of community members to other members?

No, CBC only shares the information deemed public - for example a member's Display Name. Complying a request to share personal information would contravene CBC’s Privacy Policy.   

Do I have to use a social network, like Facebook or Google, to register?

No. CBC/Radio-Canada offers the option for audience members to register using Facebook or Google for convenience. If you prefer not to use a social network to register, you may use the CBC log in option which only requires you to provide a Display Name, Email Address and Password.

Can I delete my CBC account?

No. CBC does not provide you the ability to delete your online account. When you choose to register to submit comments, you grant us the non-exclusive right to use your content royalty-free, in perpetuity. Your Content may be published on CBC/Radio-Canada owned or controlled platforms, and may even be included in our stories. All content becomes part of an archive and for this reason, we cannot allow audience members to delete accounts.

Please be aware that Your Content may be indexed by Internet search engines. CBC/Radio-Canada has no obligation to remove Your Content from its platforms even if you make a request. You should think carefully about your intent and the consequence of publication of any of Your Content. For more information, see our full Terms of Use.

What is a Display Name?

Your Display Name is what appears beside all of your submissions and in your public CBC profile.

When you register using Facebook or Google, your Display Name is the same as the name that appears on those social networks. The only way to change your Display Name when you register with Facebook or Google is to change it on the social network site.

When you register using the CBC account, you choose your Display Name and it can be changed at any time by accessing your CBC profile.

Can I change my Display Name?

If you registered using Facebook or Google, you cannot change your Display Name. Each time you log in, CBC checks the social network to see if you have changed your name. Therefore, if you would like your identity on CBC to change, you must change your Display Name within the social network.

If you have registered using the CBC account, you can change your Display Name at any time by accessing your profile. You can access your profile in a few different places:

  1. In the top right corner of any page, click Log In, then click My Account, then click Your Profile.
  2. Above any commenting section on a story, click Log In, then click on your Display Name.
  3. If you are already logged in, you can click your Display Name beside any of your published comment submissions.

How do I access my CBC profile?

Your CBC profile is where you can do the following:

  • View a history of all of your content submissions
  • Change your Display Name (only if you have registered using a CBC account - not applicable to those who have registered using Facebook or Google)
  • Change your email address (only if you have registered using a CBC account - not applicable to those who have registered using Facebook or Google)
  • Change your password (only if you have registered using a CBC account - not applicable to those who have registered using Facebook or Google)
  • Change your avatar (only if you have registered using a CBC account - not applicable to those who have registered using Facebook or Google)
  • Change your email notification settings for comment submissions

You can access your profile in a few different places:

  1. In the top right corner of any page, click Log In, then click My Account, then click Your Profile.
  2. Above any commenting section on a story, click Log In, then click on your Display Name.
  3. If you are already logged in, you can click your Display Name beside any of your published comment submissions.

Can I delete a comment I made on CBC.ca?

No. By submitting Your Content, you grant us the non-exclusive right to use your content royalty-free, in perpetuity. Your Content may be published on CBC/Radio-Canada owned or controlled platforms, and may even be included in our stories. CBC/Radio-Canada cannot guarantee that Your Content will be published. We may also edit Your Content for length, size or clarity. Your Content may be indexed by Internet search engines. CBC/Radio-Canada has no obligation to remove Your Content from its platforms even if you make a request. You should think carefully about your intent and the consequence of publication of any of Your Content. For more information, see our full Terms of Use.

What does Rank mean?

When you look at your CBC profile, you will see a Rank under your Display Name. The Rank is a number derived from the number of submissions you have made, replies you have received, Likes received and shares. Your rank has absolutely no impact on the moderation or display of your content.

Why can’t I hear the new CBC Music genre streams?

"CBC Music", provides a full range of online and mobile (iPhone, iPad, iPod Touch) music choices, including live streaming of Radio 2 and Radio 3. These live radio streams are available to everyone inside and outside Canada.

Additionally CBC Music has 14 genre-based online communities. providing 40 web radio stations such as Classical, Songwriters, Hip-Hop etc. These CBC Genre streams are ONLY be available within Canada as the CBC does not hold international distribution rights for the music streams. We are required to "geo-fence" (block) those streams so that they are only accessible within Canada.
If you live in Canada and cannot access the music streams, please check if there is a temporary issue (e.g.: loss of signal, etc.) or, if your internet service provider is based in the U.S. or is routed through the U.S. This would mean the IP address would not appear to be Canadian and therefore would be blocked. To determine this check with your internet service provider.

The closed captioning is missing or appears to be gibberish. What is the problem?

CBC provides captioning on 100% of the schedule on all our CBC network stations and CBC News Network. CBC’s Media Presentation Centre is equipped with a technical alert that signals any problem with captioning from any of our stations across Canada. Only rarely does CBC lose closed captioning, and when we do, we are immediately signalled and working to correct it. It is very possible that the problem you are experiencing is not originating with the broadcast signal coming from CBC. If you are receiving your television signals through a third party TV distribution service (cable, satellite, or telecom) it is important to understand that CBC and the other TV signals you receive, are processed through the third party’s distribution technology on their way to your home, and out of CBC’s control. There are many ways that the captioning on one channel or more, can be impacted by technical glitches in this distribution chain. There is also a possibility that your set-top box or home TV receiver is malfunctioning. We encourage you to check with your provider as the problem may be originating in their system. If you are viewing at the gym, the captioning may be compromised due to signal splitting to multiple monitors. This can result in missing characters or what appears to gibberish. If you are unable to get the problem corrected by your supplier, or if you receive your TV signals via an antenna off-air, CBC would like to help you. When you contact us please provide answers to several questions :

1. Do you get your television signal over the air (antenna) or from a cable, satellite, or telecom company? Please specify which company and type of service.

2.What is your exact location please?

3.How long have you been experiencing the captioning problems?

4. Have you checked other TVs in the house or asked a family member or neighbour if they have had a similar experience? If so, are they getting their signal in the same way, ie over the air, cable or satellite, same company ?

The answers to these questions will help us isolate the source of the problem.

Is there any closed captioning on CBC.ca?

 

Many full programs, long-form scripted and unscripted, are available with closed captioning at www.CBC.ca/player/ In most cases, the preceding commercials are not supplied to CBC with captioning, but once they finish playing, look for the CC button on the player to activate. Some types of content are not yet available with closed captioning. Captioning is not yet available on most short form content, such as web-first time sensitive news clips. Also, clips taken from full programs lose captioning in the editing process. The National as a full program has captioning, but individual stories taken from The National do not. We understand that closed captioning is important to many Canadians and CBC is working hard toward the eventual provision of captioning on all new content online.

What Described Video is on CBC Television and CBC News Network?

Q:Is there any Described Video available on CBC networks?

Described Video is available on many programs on CBC networks. To see which programs will be provided with DV, please see www.cbc.ca/programguide.

 

Q:Is there any Described Video available on CBC.ca?

Described Video is not yet available on CBC.ca. We are working with the vendor of the CBC video player for enhancements that will include provision of DV in the future.

Why am I hearing a narrator describing what’s happening on the program I am watching?

You are hearing Described Video (DV), an enhancement that allows people who are blind or have low vision to enjoy the program. Your TV or set-top box will have an audio or language setting that allows you to select normal audio or DV. The brand of TV or set-top box you are using will determine the menu and audio labels you might see. If you have accidentally turned on a selection labeled as SAP, Secondary Audio Program, Described Video, Descriptive Video, Audio Description, or something similar, you’ll hear DV on the programs that have that enhancement. If you have difficulty with finding these settings, you should consult your cable, satellite, or telcom service provider, or the manual for your television.

Why am I hearing the AMI Audio service instead of the correct audio on CBC News Network?

AMI Audio (Accessible Media Inc Audio) is a service, much like a radio station, that is specifically programmed for people who are blind or have low-vision. CBC News Network provides distribution for AMI Audio on one of its alternate audio channels. If you are hearing either AMI Audio, or Described Video, you may have inadvertently set an audio or language setting on your TV or set-top box to activate it. If you have difficulty with finding these settings, you should consult your cable, satellite, or telcom service provider, or the manual for your television.

Why do I get Flash update messages that stop me from watching your videos

If you are using IE 11 and are being prompted to download Flash, even though you already have it please try the following.

  1. In IE click the gear in the top right corner.
  2. Select Compatibilty View settings
  3. Make sure:
    • Use Microsoft compatibility lists is checked
    • cbc.ca is not listed in the Websites you've added to Compatibility View window. If it is select it and click Remove.
  4. Select Close

How do I notify the moderators about inappropriate contributions in an online community space?

If you see an audience contribution that you believe is inappropriate (contravenes the Submission Guidelines), please report it!  

As a member of a CBC online community, we encourage you to help maintain a high quality of discussion - for example, click ‘Flag’ on CBC.ca and Radio-Canada.ca.  This alerts the moderators to take another look at the comment, and if required, escalate it to senior management for review or in some cases, remove the comment entirely. CBC.ca receives 100s of 'Flagged' submissions per day.

NOTE: Please ensure that you are logged into your Viafoura account prior to clicking 'Flag'.

We ask that you ignore members who you perceive to be engaging in ways counter to our guidelines.

What does “Flag” mean?

The ‘Flag’ button is intended to notify CBC/Radio-Canada of content that is counter to our Submission Guidelines. The 'Flag' button can be found in the top righthand corner of each audience submission on CBC.ca and Radio-Canada.ca. You must be logged into your Viafoura account prior to clicking 'Flag'.

Note: the ‘Flag’ button is not a dislike button - If you disagree with another member's submission, either respond to it, or ignore it.

 

Does the Ombudsman’s Office deal with moderation issues?

No. Moderation is not the responsibility of the Ombudsman's Office.

Moderation of audience submissions is considered to be outside the scope of the Ombudsman's Office. Any correspondence about moderation, that is received by the Ombudsman's Office, will be forwarded to Audience Services for review.

Does the Ombudsman’s Office deal with audience submission issues?

No. Commenting is not the responsibility of the Ombudsman's Office.

Audience Submissions (e.g. comments)  are considered to be outside the scope of the Ombudsman's Office. Any correspondence about audience submissions, that is received by the Ombudsman's Office, will be forwarded to Audience Services for review.

What is the process for changing my password?

If you are attempting to log in to CBC.ca to post a comment or subscribe to a newsletter and you have forgotten your password, follow these steps to reset it:

  1. Click the Log In button in the top right corner of any CBC.ca page, or the Log In button above any CBC.ca comment section.
  2. Click "Forgot Password".
  3. Enter the email address you used to register for your account.
  4. You should receive an email entitled "Your New Temporary Password for "cbc.ca" - VALID FOR 24 HOURS" within a few minutes. The email will contain a temporary password that is only valid for 24 hours for your security. 
  5. Once you have received your temporary password, copy the temporary password and return to the CBC.ca Log In. Enter your email address and your temporary password, click Sign In.
  6. Immediately click on your Display Name to access your profile, click the Settings tab and change your password. You can do this by entering your temporary password and creating a new password. This step is very important. If you do not change your password from the temporary one, it will expire in 24 hours and you will have to request a new temporary password and go through the above steps all over again.

I disagree with a moderation decision. Tell me why the decision was made?

We do not provide rationales for moderation decisions but we do our best to reverse moderation actions as required, provided it is technically possible.

I disagree with a moderation decision. Will you change it?

We do our best to reverse moderation actions as required, provided it is technically possible.

Can't find an answer for your question?

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