Excited to see what this brings to Social ... View more

I agree, I also raised this a couple of years ago as it often looked like a duplicate post and would confuse people.  Appreciate the reasons why this happens but there must be a better way of doing it? ... View more

Hi there personally we have gone for an in-house team and there are a number of reasons for that.  Although driven by peer to peer there are times when customers will require support and for us that support has to come from in house.  We did have an external agency running our Facebook platform for a while and although they did a reasonable job we found that they didn't understand some of the drivers behind what was being posted as well as we did.  It also made us a little slower to react, as you'd need to factor in the time to brief them and ensure a level of understanding that was already present in house. For me it really depends on your end goal (and money of course) as there are pro's and con's to both.  But with social being so visible I'd usually err on the side of keeping as much as possible in house.   ... View more

How about taking some of the main things and turning them into a little video? You could use this for things like, be nice to each other, no swearing etc.  Might be nice to get a couple of the team to be on it too! ... View more

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! ... View more