As we approach what can be a difficult time of year for many, the need to signpost on social media is something you must prepare for.
Throughout the year, it’s common for Social AF’s team of social media moderators to encounter members of the public who are in distress and unsure where to seek help. Appropriate signposting is a crucial aspect of what we do.
Holiday periods, such as Christmas and New Year, can be a trigger for many.
It’s vital that whoever is looking after your social media channels, is equipped with the appropriate tools and responses in to effectively signpost someone who may need help, or to know when to escalate or hide comments.
Social AF’s expert social media moderators use their skills to ensure people feel safe, heard, and are directed to the most appropriate places to help support them. This aspect of the job can be challenging but, with the right processes and strategies in place, you can make signposting on social media more effective.
If you are moderating your social media in-house, here are a few of our top tips to help:
If someone is opening up about something they’re going through, you should respond in good time. This is particularly important when individuals share they are in crisis.
Social AF moderates between 9 am-9 pm, seven days a week and has both a moderator and a Team Leader reviewing activity across the whole day. This means anything urgent will get addressed promptly.
Always make sure your tone reflects the person you are replying to, and the language is appropriate.
A moderator’s role should be to signpost and not give advice. You need to be mindful that other people can read that interaction too. Ensure your signpost matches the concern and urgency and direct people to the most appropriate place.
Ensure you have a well-thought-out, approved answer bank for signposting scenarios, you are not starting a response from scratch.
We understand the drive to maintain focus on your charity and cause, however, your signposting processes must take into consideration who is best placed to help your supporter.
Make sure you have a clear and consistent escalation process, so everyone understands who should be notified and when a participant may be at serious risk of harm. The contacts listed must be people who will also be reachable should this situation arise, bear in mind this signpost may be different during holiday periods or bank holidays.
Sometimes comments can include well-meaning advice that might not be welcome, be incorrect or could potentially put the original poster at risk. Don’t be afraid to control the narrative and turn off comments or hide where necessary. T
Listening to and supporting people with their well-being can be difficult and emotionally challenging. Do take steps to look after yourself too.
Talk to your team, share your experiences and plan time away from the computer. It’s amazing how different you feel after a 10-minute walk and talk with a colleague.
The sector is also a very friendly place. Connecting with others who do similar roles can prove to be really useful when you need a sounding board or an external perspective.
Outsource to the experts
If you are:
Struggling with capacity
Overwhelmed by the increase in difficult comments
Unsure of how to create effective signposting processes
In need of your own answer bank/knowledge base
Get in touch. Social AF is here to help your Social Media Moderation.
Our expert moderators, all with a background in charity comms, will ensure your online spaces remain safe, welcoming, and aligned with your values.
Our service can be used for Christmas appeal paid-ad campaigns, organic social media page content, Facebook Challenge marketing and emergency cover.
We can provide moderation throughout the year, including over Christmas and New Year, on a full-time or out-of-hours basis (Monday to Friday 5 pm until 9 pm, Saturday to Sunday 9 am until 9 pm) and work with charity partners to define the most appropriate timeframe.
We will proactively work with you to maximise your income, drive positive engagement, and protect your brand reputation.
