Appendix D – Sample Moderation Guide

Please note these are only examples. A government entity should conduct its own assessment as to whether it requires a specific moderation workflow due to an increased likelihood of defamatory comments occurring on its social media posts. A tailored policy could subsequently be developed, which considers the entity’s objectives, resources, and nature of its social media posts.

DEECA Moderation Guide Example

Social media moderation guide
Evaluate
Does the comment breach our social media policy for being e.g. disrespectful, offensive or irrelevant?
If yes, remove the comment. Hide or delete the post in accordance with the procedure for moderating comments.
If no, consider the next question,
Is the post postive or supportive of the department's work?
If yes, engage. If appropriate, like the post or respond with a message of thanks.
If no, consider the next question.
Are there erroneous facts in the post or something the person doesn't understand?
If yes, respond with facts. Prepare a response, seeking approval or further information if necessary.
If no, consider the next question.
Is the post a result of a negative experience?
If yes, address the cause. Idenitfy opportunities to rectify the experience by offering to assist or providing helpful information.
If no, let the post stand.
Download 'DEECA Moderation Guide Example'

Department of Health Moderation Framework Example

Issue or query	Recommended action
General, answerable question	Use saved response. E.g: “Hi there, You can find more information about [subject] at <link>. Kind regards, DH Social Media”. If no saved response is found, but there is information that addresses the question on a DH web page, the above format can be considered for use. Also consider adding the response as a new saved response.
Questions that are complex and relating to an emerging theme of concern in the community that is not answered clearly on the site	Consider hiding (if on Facebook). Save message in Sprout. Refer to team or senior. If a response is provided, unhide and respond as normal. In some cases, a placeholder response like: “Hi, thanks for your question. We’re finding information about it for you and we’ll get back to you when we can” May consider to get user to contact us via direct message (DM).
One person sending repetitive questions publicly on same subject across multiple posts (spamming)	Only provide one response. Remind user of community guidelines if appropriate. Ignore subsequent comments. Consider for ban if behaviour continues.
One person sending repetitive contacts asking for more detailed explanation	After initial response is sent - ignore or hide.
Requests for diagnosis or medical advice	Do not offer specific personalised health advice. Respond with saved response on medical advice.
Questions that are out of our scope and relate to a different organisation or department	Provide links to the correct department or org’s contact details.
Questions with answers that are already addressed in post or link, and are clearly inflammatory in nature	Ignore, hide if causing negative conversation on public post.
Specific complaints about a healthcare provider	Refer to Sprout asset library for saved response. Consider referral to team, however priority should be to direct complainant to best service to assist in the first instance. Generally, we would refer to the “How to make a complaint about a health service provider” page. Invite to PM if complaint requires escalation, requires more information or they are requesting a follow up.

Updated 3 September 2025