While there isn’t a universal approach to managing and moderating accounts, at a minimum, official social media account owners must identify posts that are likely to attract defamatory comments as well as any mitigating and moderation actions required.
To help in this process, all official social media accounts must have:
- a social media strategy including a risk mitigation strategy, a plan for regular audits of the account to identify opportunities, issues and risks, appropriate authorisation and approval processes, and a process for record-keeping.
- community guidelines for users that sets out what is and is not permitted on the social media channel.
- a moderation guide to identify content that requires a response and the type of response required.
- a process for handling complaints and a publicly available complaints handling policy, with a process for individuals to make a complaint about any alleged defamatory comment made against them and to seek its removal.
- consideration of moderation staffing levels with plans for sufficient staffing levels to handle peak demand.
- support for staff and proactive measures to ensure mental wellbeing.
Staff must be aware of any Victorian Government or Department/Agency guidelines that restrict use of certain social media platforms or tools, such as TikTok or Artificial Intelligence tools.
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