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