The Interactive Advertising Bureau (IAB) Australia has released a free guide to Best Practice in Content Moderation for social media channels, drawing on the experience of organisations like Quiip and Dialogue Consulting.
The guide, while targeted at the private sector, is quite applicable to the public sector. It references many of the same steps I personally recommend to government agencies and councils (have a content moderation policy, publish it, have an internal moderation plan, create a escalation process for difficult comments and crises) and adds some useful tips and recommendations useful for anyone involved in community management.
The IAB’s guide is available from their website at: http://iabaustralia.com.au/en/About_IAB/Media_Releases/2013_-_IAB_Australia_releases_Social_Media_Comment_Moderation_Guidelines.aspx
I’ve also uploaded it to Scribd and embedded it below for easy access – as the document in their site is in a nonstandard ashx format.
Please note the free guide is copyright to the IAB Australia. I’m simply helping build awareness and ensure it is more widely accessible to people.
The guide would have been well suited for release under a Creative Commons, Attribution-NonCommercial-NoDerivs 3.0 Australia license (CC BY-NC-ND 3.0 AU) instead.
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