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Social Media Moderation Guide from the Victorian Government's Department of Justice
- 1. Social Media Moderation Guide 1. DISCOVER 2. ASSess New comment about the Department of Negative Neutral Positive Justice and its work Trolls Query Compliment posted online. Is the site or post Can we provide Is it a positive Is it negative, neutral intended to ridicule or more information review or degrade others? or guide to the compliment on the or positive? source of department’s work? YES information? NO OR Monitor only Rager Comment Is the post a rant, rage, Is it a balanced Do not respond, satirical or a joke? and factual monitor the site or post observation about and notify Campaign the work of the Share, Agree Manager. YES NO or Thank department? Do you want to share, respond or Not factual thank the person Are the facts in the post Fix and for their view? YES incorrect? Restore CONSIDER NO Do you want to correct the facts, link to the source, rectify the situation • Transparency or implement Disclose your connection Bad experience a reasonable to the department. Is the post as a result YES solution? of a bad experience? • Sourcing NO Include hyperlinks, video, images and other references. Does it contravene privacy laws / racial vilification laws / is it offensive / misleading / • Timing breach of copyright / Don’t rush responses but community guidelines? try and address queries within 24 hours. YES YES NO NO YES • Tone Make sure the tone is appropriate: be warm, engaging and positive. 3. ACT • Assistance Check protocol Respond Let it stand Share If you do not have the positivity Follow department policy Refer to the Leave the post as information you need, and immediately involve department’s is and don’t Thank the escalate to the Campaign Campaign Manager and Social Media respond. person for their Manager and Social Media Social Media Adviser. toolkit for feedback Adviser to prepare response. and share the a response. post. Source: Modified from US Air Force Public Affairs Agency v.2 To be read in conjunction with the Department of Justice Social Media policy. For further advice, please contact the Online Strategy and Communication team on (03) 8684 0322 or onlinecommunication@justice.vic.gov.au