The social media moderation guide outlines a process for assessing comments posted online about a government department. The guide advises to first discover if a comment is negative, neutral, or positive. It then provides steps to assess comments and determine an appropriate response, such as monitoring only, responding, or sharing positivity. The overall process aims to address queries transparently while following privacy laws and maintaining a positive tone. Escalation procedures are in place for situations that require additional guidance or preparation of a response.
Presented by EPA Victoria: Daniel McLeod, Program Leader Digital, Marketing & Communications Unit, with Tim Kotsiakos, Executive Creative Director at Reactive Media. Presentations to the Victoria Online Seminar Series, Thursday 22 November 2012.
- Building a healthy community; key considerations
- Valuing the role & seniority of community management
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Presented by EPA Victoria: Daniel McLeod, Program Leader Digital, Marketing & Communications Unit, with Tim Kotsiakos, Executive Creative Director at Reactive Media. Presentations to the Victoria Online Seminar Series, Thursday 22 November 2012.
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2020 Social Workshop on Social Media For B2B Marketers2020 Social
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This deck has been used for the following workshops:
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Update history:
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Today’s seminar is designed to give you useful and practical insights into how Victorian agencies can more effectively engage on the platform that more than 12 million Australians actively use.
Paper presented to the Victoria Online Seminar Series, Friday 18 May 2012 by Robyn Hageman and Matthew Henstridge, Consumer Affairs, Victoria. MyShopRights was developed in Dec 2010 to allow consumers to store receipts, set reminders for lay-by, warranties and gift vouchers and provide answers to common questions such as ‘Can I get a refund if I change my mind?’ Robyn Hageman and Caroline Rojas will be discussing the process involved with creating MyShopRights, as well as the development of a Consumer Affairs Victoria mobile strategy and mobile website.
Now that WCAG2 has been endorsed by federal, state and local Government, the time has come to review your department's web sites and applications for compliance to the new guidelines. Gian Wild will talks about WCAG2 and the main differences between this new set of guidelines and WCAG1. Presented Tuesday 29 November 2011 to the Victorian Government.
Victoria Online Seminar Series Presentation 7 November 2011 by Nick McPherson, Viacorp. The presentation includes: Information about best practice in Digital Communications, Online Engagement and Social Marketing; Case studies from some of the most innovative Government Departments; and How social media and interactive technology can improve stakeholder engagement
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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