Without a written policy, moderation depends on whoever is on shift: one moderator hides everything critical, another leaves abuse up for hours, and nobody can explain a decision two weeks later. A one-page policy fixes this. It makes decisions consistent, onboarding fast, and every action defensible. Copy the template below and adapt each section.
1. Scope
State which surfaces the policy covers: which Facebook Pages and Instagram Business Accounts, organic posts, ads, or both. Name the tool and account where moderation happens so there is one source of record.
2. What we hide
- Spam: links, contact details, promo bait, repetitive emoji strings.
- Scams and phishing aimed at our audience.
- Profanity and abuse directed at people.
- Off-topic pile-ons that bury genuine conversation on high-visibility posts.
3. What we delete
- Illegal content and credible threats.
- Doxxing and other privacy violations.
- Content we are legally or contractually required to remove.
Keep the delete list short. Deleting is permanent through Meta, so hide is the default and delete is the exception someone should be able to justify afterwards.
4. What we always answer
- Pre-purchase questions: price, availability, shipping, compatibility.
- Complaints and support issues — acknowledged publicly, resolved in the right channel.
- Corrections where we got something wrong.
5. Escalation
Define what a moderator must escalate instead of handling alone: legal threats, press inquiries, safety concerns, anything touching an active crisis. Name who receives escalations and how fast they respond. A moderator should never have to guess whether something is above their pay grade.
6. Response-time targets
Set targets you can actually hit — for example: buyer questions within 2 business hours during campaigns, complaints within 4, everything else best-effort daily. Tie targets to the needs-reply queue rather than to reading every comment.
7. Roles and permissions
Map policy to access: who owns settings and billing, who configures moderation rules, who works the queue, and which Pages each person can touch. Role-based access with per-Page assignments — never shared platform logins — is what makes the mapping enforceable.
8. Records and review
Keep exports of moderated comments and replies for disputes and audits. Put a recurring review on the calendar — quarterly is enough for most teams — to prune keyword rules, update saved replies, and adjust the policy where reality disagreed with it.
That is the whole policy. One page, owned by a named person, applied by rules where possible and by trained judgement everywhere else.