There are three types of policy when it comes to Social Media. We can help you understand any of these as well as help you develop them to best fit your particular organization. There is no one cookie cutter policy that fits all groups or organizations. The three types are:
- Your company policy. The policy you as the company adhere to.
- Your personnel policy. That is the people that work for you what can or cannot do on the social media circles.
- Your customer or user social media policy. That is what can your customers or users do or not do.
Your company Social Media policy
Items included in this are:
- Who speaks for the company? That is who controls the accounts at Twitter, Facebook, LinkedIN and all the other places you have an account.
- Who answers customers’ complaints, questions, comments? Is it the same person or are there different people for different accounts?
- How long before a response is provided?
- Do you deal with complaints different than compliments?
- Does Legal get involved?
Are there multiples accounts?
These are just a few questions that you should have an answer for before opening a Social Presence for your organization. Because there is nothing worse that no answer, unless that is your intent. In which case, the bio on the account should state that. And then you still need a policy on what gets sent.
Your personnel policy.
- What can your employees or representative send via Social about the company?
- If they do is there a penalty?
- What is it?
- Are they forbidden to comment, post anything on their own that’s not related to the company?
- Can they list where they work? What they do?
This is just a short basis list. There is further breakdown for all of them. Can’t give it all away here. That’s why you hire us.
Controlling behavior of others is tricky, and at some point the 1st Amendment will be brought up. There are plenty of places that have rules on who can or what can be posted where and how. You need to have this spelled out. By the way there are a dozen more offshoots to the above list.
Your customer or user social media policy.
While “the customer is always right” has been around for a really long time, longer than the Internet and before, the customer has never had as open a floor to pound on a business. Remember if you like something you may tell a couple of people, if you hate something you’ll tell ten before the first cup of coffee. Today, that two people maybe more than two if you decide to post at all, but if you hated it, had a bad time, or a place is not playing nice you will post it and it goes to all your followers. And if any of those followers had a similar experience they will send it on to others. So what to do with the angry post on your board?
- Do you screen posts?
- Do you allow all but have a reply?
- Do you block people?
- Do you block posts on certain topics?
There are more of these, but policy needs to be a the top of your comments boards. If you outline things such as “you may not promote other brands” or “no foul language” then those that violate those terms should not be shocked if their comments are gone. On the other hand if someone just posts your product sucks, or is not what it says it is and you just delete it, it shows lack of candor.
Again there are more examples and items that need be looked at and considered.
We can help you write any or all of the three. There may be other policies that tie to these. It is surprising how few companies have actual policies in place that they can refer to when issues come up. Seems like everyone has a dress code or arrival/departure at/from work or even a what you can’t have for lunch or when on company time. But the one place which is open to all, very little attention is paid till its happened.
If you’d like more information or a conversation send an email, with contact information and we can set something up.
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