Community guidelines
Community management plays a significant role in managing risk.
All social media accounts must have community guidelines. This sets out what is and is not allowed in the comments of your social media account (see Appendix C).
Moderation guide
Effective monitoring and moderation can remove the risk of a conversation with a member of the public getting out of hand, discourage spam, trolls and social media users who post comments with the intention of simply causing arguments or stirring up controversy.
Having moderation guidelines can help with identifying content that requires a response and the type of response required. Typical reactions to comments include:
| Respond | Reply with an approved response. |
|---|---|
| Ignore | The comment does not need a reply. |
| Hide | Conceals the post from the community (commenter and their followers can still view it). |
| Refer | Hide, then seek advice on the required action from your team or manager. |
| Delete | Delete the post so it can no longer be viewed. |
| Ban | Block the user and record the justification (ensure that you follow your moderation guide, and don’t block users simply for critiques). |
Please note, not all options are available on all platforms.
Ensure there is always at least one person available within your stated hours of moderation to listen to what is happening and respond when needed. A moderation guide template is available in Appendix D or develop your own to suit your communication needs and have these checked by your department’s legal team before proceeding.
When moderating in a team it is good practice to inform other team members on posts/ comments of interest and mitigatory actions.
| Transparency | Disclose information and be as open as possible. |
|---|---|
| Sourcing | Provide as much information as possible e.g., links, forms, videos etc. |
| Timelines | Don’t rush to respond but also ensure a response is given within 24 hours, if not sooner (you may consider providing a holding statement e.g., ’thanks for your question, it’s been passed on to the relevant area. We’ll get back to you soon.’ |
| Tone | Make sure the tone is appropriate to your social media account: it should be professional, warm, and courteous. |
| Signposting | If appropriate, signpost or redirect comments to offline options or alternative online options. |
| Feedback | If appropriate, acknowledge that a record of the comment or feedback will be kept for future reference. |
| Respect | Acknowledge comments/opinions from the community (even if contrary to the department or agency). |
Adherence to WoVG standards – ensure that:
- members of the public receive timely responses to genuine queries and requests for information
- queries and responses can be tracked, and responses are managed in accordance with relevant legislation: the Public Records Act 1973 (Vic), the Public Administration Act 2004, the Privacy and Data Protection Act 2014 (Vic), the Public Administration (Public Sector Communication) Regulations 2018 (Vic), the Freedom of Information Act 1982 (Vic), and the Charter of Human Rights and Responsibilities Act 2006 (Vic).
Updated