I agree with all of Larryl's points, in addition I would also say to give them time. In my experience if people feel rushed or hurried when moderating they are likely to make mistakes. Much better to be a little late than make the wrong decision and upset people on the page/feed. My team look after Twitter and Facebook and I've used the same priciples there. We have guidelines to follow but find it's far more of a judgement call on these channels as its not always so black and white. To help consistency we often discuss these cases in regular team huddles and talk through what action we should take. We also keep a note of the 'big stuff' we moderate along with a screen shot on why we've done what we've done. Great for others to refer to if they have a similar issue and if there is any comeback we have our decisions recorded. Good luck!
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