Using Social Media in Community-Based Protection A Guide: January 2021 Table of Content Introduction .......................................................................................... 9 Acronyms .......................................................................................... 11 Glossary .....................................................................................................13 Chapter 1: Social Media Situation Analysis ......................................20 1. Desk Review .......................................................................................................................22 2. Stakeholders’ Analysis ........................................................................................................24 3. Participatory Assessments ........................................................................................................27 4. Participatory Analysis and Planning ........................................................................................33 Resourcing .......................................................................................................................................36 Dos/Don’ts .......................................................................................................................................38 Check List .......................................................................................................................................39 Chapter 2: Risk Assessment ...........................................................41 1. Understanding Social Media Risks for PoCs ........................................................................45 a) Assessing risks related to POCs’ personal data: Data Protection ..........................46 Impact Assessment b) Assessing risks related to Social Media platforms .........................................47 c) Assessing risks related to physical infrastructure and national ..........................48 regulatory frameworks d) Assessing risks related to users’ behavior .........................................................50 e) Assessing risks related to third-party malicious actors .........................................51 2. Analyzing Risks .......................................................................................................................52 3. Prevention & Mitigation Strategies ........................................................................................54 4. Safeguarding .......................................................................................................................57 Resourcing .......................................................................................................................................61 Dos/Don’ts .......................................................................................................................................62 Check List .......................................................................................................................................63 2 UNHCR > USING SOCIAL MEDIA IN COMMUNITY BASED PROTECTION: A GUIDE Table of Content (Cont.) Chapter 3: How to set up Social Media channels for .................65 Community-Based Protection 1. Platforms .......................................................................................................................................66 2. Content .......................................................................................................................................69 3. Roles and Modalities .......................................................................................................................73 4. Building a CBP Social Media Strategy ........................................................................................76 5. Trust .......................................................................................................................................................79 Resourcing .......................................................................................................................................83 Dos/Don’ts .......................................................................................................................................86 Check List .......................................................................................................................................87 Chapter 4: Community Engagement ................................................ 89 1. Social Media Community Management .................................................................................93 2. Responding to Positive Feedback ........................................................................................95 3. Responding to Negative Feedback ........................................................................................97 4. Responding to Questions ........................................................................................................104 5. Create your own FAQ .......................................................................................................................106 Resourcing .......................................................................................................................................108 Dos/Don’ts .......................................................................................................................................109 Check List .......................................................................................................................................110 Chapter 5: Moderation and Sensitive Content ............................112 1. Types of Content Moderation ........................................................................................114 2. Moderating Angry, Abusive or Inappropriate Comments ..................................................119 3. Moderating Polarizing Conversations ..................................................................................121 Resourcing .......................................................................................................................................123 Dos/Don’ts .......................................................................................................................................124 Check List .......................................................................................................................................125 UNHCR > USING SOCIAL MEDIA IN COMMUNITY BASED PROTECTION: A GUIDE 3 Table of Content (Cont.) Chapter 6: Rumors and Misinformation ......................................127 1. Types of rumor tracking mechanisms ........................................................................................130 2. Detect and respond to rumors ........................................................................................132 Resourcing .......................................................................................................................................138 Dos/Don’ts .......................................................................................................................................140 Check List .......................................................................................................................................141 Chapter 7: Feedback and Response Mechanisms ............................143 1. Types of Feedback and Response Mechanisms .........................................................146 2. How to create F&R Mechanisms using Social Media .........................................................148 3. Integrating Social Media F&R Mechanisms into Protection Operations ..........................155 Resourcing .......................................................................................................................................156 Dos/Don’ts .......................................................................................................................................157 Check List .......................................................................................................................................158 Chapter 8: Connecting Social Media to Offline ............................160 Protection Activities 1. Online and Offline .......................................................................................................................161 2. Referrals .......................................................................................................................163 3. Connecting Social Media to Case Management .........................................................168 Resourcing .......................................................................................................................................171 Dos/Don’ts .......................................................................................................................................172 Check List .......................................................................................................................................173 Chapter 9: Social Media Analytics ................................................ 175 1. Social Media Analytics: Key Tips ........................................................................................ 180 2. Tools for Data Analytics ........................................................................................183 3. Tools for Resource Maximization ........................................................................................187