Moderating user-generated content on official social media channels procedure

Procedure

Intent

This procedure prepares staff managing social media accounts on behalf of RMIT with moderation principles and courses of action for the most sensitive and at risk situations.

Scope

RMIT staff members who create or manage content on RMIT University’s social media accounts.

Exclusions

This procedure does not apply to:

  • personal social media accounts
  • social networking sites set up on Google Apps for the purpose of internal project management or collaboration

Procedure steps and actions

Procedure (including Key Points)

Responsibility

Timeline

1. General Moderation Principles

1.1 User-generated content (UGC) should be moderated in accordance with the supporting Moderation Workflow and Sample Responses.

1.2 Staff must monitor social media regularly during the working week to identify any issues early enough to minimise risk or damage.

1.3 Interactions with students on social media must follow the Communication with Current Students Policy.

1.4 In order to avoid discrepancies, social media should not be used to post program or procedural information. Questions should be directed to the RMIT website.

1.5 Staff must only respond within their area of expertise or knowledge, as outlined in the Media Policy. Users should be referred to an official source or response.

1.6 Only trained spokespeople should delete any comments contravening the Social Media Policy.

Before deleting such responses, a record of the transaction must be taken, as outlined in the Deleting and Archiving of Social Media Content Procedure.


Account manager


Ongoing

2. Responding to criticism and negative comments

RMIT respects transparency in our communication. UGC should be moderated in accordance with the Spokespeople and Associates on Official Social Media Channels Procedure and related supporting documents.


Account manager


Ongoing

3. Disclosures of improper conduct

Complaints received by the University regarding improper or corrupt conduct of its officers will be managed in accordance with University complaints policies and procedures.

Conduct that if proven would consist of criminal or dismissible conduct may be reported in accordance with the RMIT Protected disclosure process.


Account manager


Ongoing

4. Support for distressed users

In the event of a user displaying signs and symptoms of distress:

4.1 react to the initial statement with empathy

4.2 notify your manager of the incident

4.3 refer the student to RMIT Counselling Services in their relevant campus or region via:

4.3.1 email counselling@rmit.edu.au

4.3.2 the resources as outlined on the RMIT website at RMIT Councelling

4.4 Make a record of the incident.


Account manager


Ongoing

5. University crises and reputational threats

In the event of a University crisis or major reputational issue:

the communications team within Engagement takes the lead on social media, as part of a total communications response

staff should not post on social media and await further instruction and messages from an Engagement Spokesperson.


Account manager


Ongoing

[Next: Supporting documents and information]