Official social media accounts need to have an approved complaints handling process with a publicly accessible version. The process will need to include steps that individuals (including small not for profits and companies) can take to make a complaint about an alleged defamatory comment against them and to seek its removal.
If you receive a complaint in which an individual is claiming they’ve been defamed on your social media platform, the best way to manage the risk is to capture the comment/post, remove the comment/post, followed by a quick apology for any hurt or distress caused by the comment/post. You should notify and confer with your legal team about the drafting of any apology.
A full and prompt apology and retraction in connection with a defamatory matter does not constitute an admission of fault or liability and may be relevant to mitigation of damages.
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