Overview
Mashrokit Digital provides social media moderation and community management services for public-sector organizations, executing comment moderation strictly under the agency's own written policy. Unlike volume-based outsourcing operations, our service is designed for government and municipal channels where every moderation decision must be logged, defensible, and aligned with public guidelines.
We manage the daily influx of user comments, direct messages, and community interactions across digital channels. Message authority remains entirely with the client, while our team handles the operational execution, ensuring that service requests, complaints, and routine inquiries are processed according to your established workflows.
What the service includes
Our social media comment management service covers the operational execution of your community guidelines across all active digital channels.
- Execution of comment moderation under the client's written policy
- Logging of moderation decisions for audit and defensibility
- Escalation of complex inquiries to the client's internal team
- Routing of service requests and complaints submitted as comments
- Comment moderation during an emergency or high-volume event
- Scoping of coverage hours and languages based on operational requirements
How we work
We operate as an extension of your digital team, applying your rules to your channels. Before active moderation begins, we map your existing community guidelines and establish clear criteria for what gets moderated, what is escalated, and what is deliberately left untouched. This ensures that Mashrokit executes the policy rather than deciding what constitutes acceptable public discourse.
Every moderation action, from hiding a comment to blocking a user, is logged to provide a clear record if a decision is questioned later. When users submit service requests or complaints via social media comments, we route these to the appropriate city or government agency according to your predefined escalation paths.
During periods of high public interest, we scale our channel work to maintain response times and enforce guidelines. Message authority and policy decisions stay with your organization at all times, while we provide the operational capacity to manage the channel activity.
Proof from clients
We provide ongoing management of municipal social channels for the Bat Yam Municipality, working alongside their in-house team. This channel work includes routine community management as well as specific digital deployments, such as a shelter-finder tool deployed during an emergency.
For Israel's Ministry of Health, we manage national channels across Facebook, X, Instagram, and TikTok for an audience of 645,000. This includes executing comment moderation during national emergencies, with all actions carried out strictly under the client's written policy and logged for accountability.