SRT Rater’s

Handbook
Your simple guide to SRT rating

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 Handbook Contents

● Welcome to the Program!

● Project Confidentiality
● Productivity and Quality Requirements
● Support and Communication
● SRT Tool Essentials

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 Welcome to the Program!

Thank you for joining the SME Ads Rating Program. We are looking forward to collaborating with you
to provide high-quality rating data to one of the top tech companies in the world.

This slide deck will give you an overview of what to expect when joining the SRT rating community
and how to reach out to our support team.

Welcome to the community!

Kind regards,

TELUS International SME Support Team

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 Project Confidentiality

While you are working on this project, and still after you have finished your tenure as a rater, it is very
important that you do not share confidential information with people outside of the project. Not following
these rules might result in immediate termination.

Here is a list of details that you may Here is a list of details that you must not share
share with people outside of this project: with people outside of this project:

✔ Our company name (TELUS × The names of our clients

International) × The names of software, tools, or documentation
✔ The fact that you are a Social Media × Your login credentials
Ad Rater × Any screenshots or pictures
✔ The link to the job advertisement × The content of the guidelines or any other
project-specific documents you have received
× Any internal communication, such as emails,
letters, and so on.
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 Productivity Requirements

1. A rating week always starts on Saturday and ends on Friday.

2. You must rate at least 5 days per rating week to continue in the project. Even though the minimum is 5
days, we encourage you to rate up to 7 days per rating week if possible.

3. You must fulfill the 5-day requirement within each rating week.

4. You should rate up to 40 ads a day and spend 90 seconds per ad on average. Please note that TELUS
International has no control over the number of tasks served to you daily - the tool may not serve 40
ads to you on every rating day. Always follow the guidelines and instructions we send for the number of
tasks required to be completed.

5. You need to inform us through the Support Portal if you cannot rate at least 5 days in a rating week or if
you are absent from rating because of an illness, vacation, tool issue or any other reason.

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 Productivity Requirements

6. You have 15 days to respond to our notices if you missed rating days because of health
issues.

7. You have 7 days to respond to our notices if you missed rating days because of rating tool
issues.

8. Raters must collect screenshots of issues with the rating tool as soon as they happen.

9. You can perform the ad ratings at any time during the day, but make sure to complete the
tasks before 11:59pm PST (Pacific Standard Time). After this time, the batch of ads resets
and will not be counted for that day.

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Quality Requirements - Rating Time

IDEAL RATING TIME AND ACCEPTABLE TIME RANGE

The SRT tool records the time a rater spends on each rating job (ad). The target time for rating one ad
is 90 seconds.

We are monitoring the quality of the ratings closely to ensure that raters spend enough time on rating
each ad. In particular, we will consider the following criteria for good quality rating:
1. Raters give thoughtful comments for each ad, and the comments are longer than just a few
words.
2. Raters spend about 90 seconds to rate each ad, and keep within the acceptable time range of 60
to 120 seconds per ad on average.
If our quality reviews show that a rater is constantly spending less than 60 seconds to rate one ad, the
rater will be notified for under range rating. Similarly, if a rater frequently takes more than 120 seconds
to rate one ad, they will receive a notification for over range rating. Raters who receive multiple notices
for deviating from the acceptable time range will be removed from the project.

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 Quality Requirements - Comments

Both TELUS International and the customer monitor ad ratings for quality. Please note that TELUS International
has access to all data provided in the rating tool, and the data is reviewed on a weekly basis.

For each ad you rate, you are expected to give a written comment. These written responses must provide
meaningful information on your ratings and thus adhere to certain guidelines:

● The comments need to be written from the community’s perspective - you need to think beyond your
personal preference and decide whether the community would see the ad as inappropriate or not.
● The same comments should not be used repeatedly.
● The comments should be long enough to be meaningful - more than just a few words.
● The comments must be written in English only.

For further information and some examples of good quality comments, please see this article in our SME Support
Portal.

NB. In certain SRT projects, written responses are not required in every rating task. Please see the project-specific guidelines for
details.

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 How to Create a Support Ticket

1. Click “Submit a ticket“ on the Support Portal home page.

2. Enter all the requested information. IMPORTANT! If you are

having a tool issue or errors in ads, please include the ad’s
Job ID and a screenshot of the issue. The Job ID can be
found at the top of the ad in the rating view

3. Click “Submit”.

The Support Portal site also contains a knowledge base section, where
you can find answers to common questions.

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 Tips for Successful Ticket Communication

● Whenever you open a support ticket, please give it a descriptive title/subject. For example, it
would be better to title the ticket “There are no tasks available on the SRT tool”, and not “I need
help!”
● Do not open new tickets on the same issue, if you already have a ticket open or pending about
it. The matter will be handled in the existing ticket thread and you can reply to it.
● If at all possible, include a screenshot of what the issue looks like in your view. This will help the
support team recognise the issue and assist you better.
● Report only one issue per ticket. For example, don’t combine a payment question and a tool
issue report in the same ticket.
● If you are reporting problems accessing or logging in with credentials that we send, please include
the URL of the site you are referring to so that the support team recognises the problem right
away.
● Use English to communicate with the support team at all times.

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 Other Communication Channels - Email and SMS

IMPORTANT!

ALWAYS keep an eye on your inbox and junk or spam folder.

● We send announcements, reminders, notices, tips and updates through our no-reply email
([email protected]). Please make sure to check your email regularly so you don't miss
any of our emails.

● Add our email address [email protected] to your safe email contact list so that our
emails don’t go to spam. If you are unsure how to do this, do a web search on “how to whitelist an email
address”.

● In case you participate in both the SRT rating program and the ACE Mystery Shopping program with TELUS
International at the same time, you need to use the same email address with us in both programs! Make
sure to inform us via the Support Portal if you have signed up with two different email addresses.

● We may contact you using Whatsapp messages as well, if you have shared your phone number with us. If
you haven’t shared your number yet, but want to do so, you can share your number in a Support Portal
ticket.

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 Other Communication Channels - Facebook Group

SME Community - Official TELUS International Group

When you receive your access to the SRT tool, you will also be able to join the official SME Community
Facebook group. The membership to this group can only be requested via a link in our SME Support
Portal knowledge base. Your membership will be approved when you’ve received the access to start
rating, and to join the group you need to reply to three questions and agree to the group’s ground rules.
By joining the SME community Facebook group you will be able to share and collaborate on topics
related to the SME program with other raters. The group is moderated by a TELUS International support
agent during weekdays.

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 Other Communication Channels - Facebook Group

SME Community - Official TELUS International Group

Some important notes:

● Under the Files tab in this group, you can find the TELUS International SRT Workplace Usage
Policy document, which outlines the policy surrounding the use of this page for raters. We kindly
ask you to peruse this document to understand the guidelines.
● Under the Discussion tab, you can see posts by TELUS International AI SME support agents
and make a public post to the team on any topic you choose.
● Under the Feature tab, you can view all the recent pinned posts in the group

We encourage all active raters to join this group, as it will allow you to collaborate with your peers!

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The SRT Rating Tool

NB. Do not use the Review Jobs option in the

The SRT rating tool is a web-based process tool side panel - it won’t begin the rating!
owned by our customer, a large social media company.
It can be accessed on a laptop or a desktop computer -
SRT does not work on mobile devices.

When you receive your SRT login credentials and

instructions, log into the SRT tool and you should see
your home view. Click the blue “Review Jobs” button
to begin rating. (If your account shows the older
interface, you may see a “Resume Reviewing”
button.)

When you click the button, you’ll see a series of ads one
at a time. You will be asked to answer a short set of
questions about the ads and to consider which ads are
or are not appropriate for the Instagram or the
Facebook community.

Click this button to start rating

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The SRT Rating Tool - Alternative Home View

If you do not see the blue “Review Jobs” button and home view when you first log in to the SRT
tool, but see the view in the below screenshot instead, you can start rating by clicking the “Just Go”
button - see the screenshot. The below view may also appear after you click Review Jobs in the
home view.

Click this button to start rating

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 Web Browser Settings for the SRT tool

The SRT tool requires users to adjust their web browser settings
in order to function correctly. Before you start your rating, please
consider the following:

● Use a single web browser to access SRT. Google Chrome

is recommended.
● Make sure your designated web browser is up to date
● Set up the browser to automatically clear the cache and
cookies when it’s closed.
● Important: Uninstall any ad blocker widget from the
browser! Disabling the ad blocker is usually not enough -
you need to uninstall it altogether. See the first
screenshot on the right for an example of this in Google
Chrome.
● In Google Chrome, you also need to turn off the internal
ad blocker and allow all sites to show any ads to you - see
the second screenshot on the right.

You can find these instructions in our SME Support Portal as well.

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 SRT Rating Projects

● The SME program rating projects are viewed under Ads

Integrity vertical on the SRT tool - see the screenshot on
the right.
● To rate the ads, you need to first view the whole ad as
you would do when using social media in your everyday
life, read the whole content and interact with it.
● If the ad is in the Facebook or Instagram story format,
please enter the full screen view to see what the ad looks
like when using Stories.
● After that, you will need to answer a set of questions
regarding the ad.
● When you have answered all the questions, click Submit;
the tool will move you to the next ad/listing.

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 The Job ID is relevant when
SRT Rating Projects you need to report a technical
issue in a task at our SME
Support Portal.

In all the Ads Integrity rating projects, the question

panel can be seen on the left side of the screen. Job ID
The Job ID is at the top of the view. The task’s
content appears on the right.

Rating question panel

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 SRT Rating Projects - Skip button

If you notice that you cannot rate the ad

because the content is not loading or not clearly
visible, the ad is in a language that you cannot
understand, or you cannot rate the ad for any
other reason, please click the Skip button
under the question panel, and then select the
most appropriate skipping reason from the
menu that opens - see the screenshot on the
right.

After selecting the reason, click Submit at the

bottom of the menu. The tool will then load the
next ad for you to rate.

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 Centralized OOPS

In Centralized OOPS projects, there are four

multiple choice questions per each ad. The first
three are as follows:

1. Is this ad offensive for many people?

2. Is this ad misleading for many people?
3. Is this ad inappropriate for many people?

You need to consider whether the ads are

appropriate for the Instagram or Facebook
community, and rate them from the community’s
point of view - remember to give your honest
opinion.

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Centralized OOPS - Targeted Content

The purpose of OOPS rating is to recognise ads that might be considered offensive, misleading or inappropriate based on your
community’s perception. There are certain ad content categories that all raters have to keep in mind and rate as content that the
larger community of people would consider offensive, misleading or inappropriate.

COOPS - Examples of targeted ad content

If an ad fits any of the
Sexual content
categories in the table on the
left, you need to consider rating
Potential scam, fraud or phishing attempts it as somewhat or very
offensive, misleading or
Suspicious “wellness” advertising - fat reduction pills,
inappropriate, even if you
fake medical supplies, etc.
yourself would not be offended
Advertiser’s suspicious activity - links to their home by the content. Remember to
site don’t work, their account appears deleted or is rate according to the opinion of
restricted from viewing, etc.
your community and not your
personal opinion.

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 Centralized OOPS

The fourth multiple choice question is the

overall rating for the ad.

In the last question, you will need to enter a written comment

explaining your rating further. The comments must always be
in English, even if the ad itself is in another language. You
also need to make sure that the comment conveys
meaningful information on the ad from the community point
of view. After typing in your comment, click Continue, then
Submit.

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Finishing Your Rating

When you have completed your daily quota of rating - 40 ads per day - you should click the button “Dump and
Exit” at the bottom of the panel on the right in the rating view.

Note that if the ads run out before you have rated 40 ads, you can return to the tool later in the day to rate more,
as long as you do it before PST (Pacific Standard Time) midnight. After PST midnight, the rating time will be
counted for the following date.

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 SRT Rating Projects - Common Features

If on some days you only see the notification saying there

are no more jobs, you do not need to open a ticket in the
support portal right away - please simply try again later in
the day or on the following day. However, if the issue persists
and you are not able to reach the productivity requirement of
5 rating days per rating week because of it, please open a
ticket in the SME Support Portal to let us know.

Important: DO NOT use the "File Bug Report“ button at any

time! If you face an issue during your rating, make sure to
report it directly to us in our SME Support Portal.

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SRT Rating Projects - Common Features

Raters are expected to rate up to 40 ads a day, unless informed otherwise. This limit applies to all
scenarios; therefore, raters aren’t allowed to exceed the limit to compensate unperformed days or
days when the tool does not generate you enough ads.

Please view the Customer Guidelines - they will provide you more details regarding the rating tasks.
We encourage you to return to the guideline files when you perform the rating tasks; the guidelines can
also be found as downloadable files in our SME Support Portal knowledge base.

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 Thank You!

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