The basic template below can be used to document risks and suggested actions.
Please note that most of the identified risks will require records, including any justifications for the mitigation action, to be captured.
| Risk | Mitigation action |
|---|---|
| Account is not monitored 24/7 | Communicate in user guidelines or moderation policy that responses may only be provided during business hours. |
| Post is allegedly defamatory, or a complaint is received from someone who feels they have been defamed in the comments | Capture and then remove the offending post immediately followed by an apology (notify and consult with legal in drafting). |
| Question about a program or campaign | Respond with a prepared response (FAQ) or draft a new response for approval following the departmental approval process. |
| Responses critical of the department or a project | Acknowledge the comments/opinions from the community (even if contrary to the department or agency) or respond with a prepared response. |
| Posts, comments, or replies are abusive, defamatory or threatening | Capture and then remove or report posts per community guidelines. Ensure thorough record of incident is captured (including reasoning for removal). Apply filters to block/hide trigger words. Consider whether further action should be taken in line with social media operational guidelines. |
| Comments or replies to a post are derogatory, defamatory, racist, sexist, homophobic or against community guidelines (breach of guidelines) | Capture then remove (hide or delete) the comment and if possible, send a private message to the author with a warning their comment is against the guidelines. If a breach occurs a second time (or is severe in nature) the commenter can be blocked/removed. |
| Negative comments about ministers | If there is a low defamation risk, consider keeping the comment and replying as necessary. Note: official social media accounts are apolitical. |
| Users are communicating with you and not getting a response, they are losing interest or getting frustrated. | Manage expectations with a holding reply or apologise for the delay in getting accurate information to answer their question. Update the communication plans or FAQs to address emerging topics. |
| Lack of community interest / high level of apathy | Have a content strategy and include regular monitoring and analytics to help determine what content is engaging for your audience. |
Updated