Purpose: The reviews submitted by users are the foundation of user-generated content (UGC) platforms. However, the rapid growth of users brings the problems of information overload and spotty content, which makes it necessary for UGC platforms to screen out reviews that are really helpful to users. The authors put forward in this paper the factors influencing review helpfulness voting from the perspective of review characteristics and reviewer characteristics.Design/methodology/approach: This study uses 8,953 reviews from 20 movies listed on Douban.com with variables focusing on review characteristics and reviewer characteristics that affect review helpfulness. To verify the six hypotheses proposed in the study, Stata 14 was used to perform tobit regression.Findings: Findings show that review helpfulness is significantly influenced by the length, valence, timeliness and deviation rating of the reviews. The results also underlie that a review submitted by a reviewer who has more followers and experience is more affected by review characteristics.Originality/value: Previous literature has discussed the factors that affect the helpfulness of reviews; however, the authors have established a new model that explores more comprehensive review characteristics and the moderating effect reviewer characteristics have on helpfulness. In this empirical research, the authors selected a UGC community in China as the research object. The UGC community may encourage users to write more helpful reviews by highlighting the characteristics of users. Users in return can use this to establish his/her image in the community. Future research can explore more variables related to users.Peer review: The peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-05-2020-0186.

The construction of smart cities is a theme of urban development, and building fires greatly threaten public safety and urban environmental governance, in which fire emergency management is one of the key factors. However, most studies on the evaluation of emergency response capacity ignore the process of improvement, as well as the intelligence and practicality of the results. The evaluation system of building fire emergency response capability maturity (FE-CMM) was innovatively proposed based on the capability maturity model (CMM), including the evaluation index, evaluation grade, evaluation method, and evaluation process. At the same time, a plug-in for evaluating fire emergency response capability was developed based on the building information modeling (BIM) platform. Finally, an empirical study was carried out in combination with the case of a district fire center. The research demonstrates that the evaluation system can effectively judge the maturity of fire emergency response capability, and the established plug-in can preliminarily realize the intelligent evaluation of building fire emergency response capability, which improves the practice and intelligence of the fire emergency response capability evaluation system when fully considering the process of improvement. It has guiding significance for ex ante control and refined management of building fires, thus providing support for urban public safety and environmental governance.