A Social Media Policy is a must for any business nowadays. It takes the guess work out of what is
expected of employees and puts boundaries in place, as well as a structure you can refer back to when you need to state the rules. A Social Media Policy will also empower employees to be active on Social Media to support the Company in a positive way.
When you are first thinking of putting your Social Media Policy together ask these questions:
1) Who are the people that will interact with your Social Media everyday?
2) Will different departments have input? – Customer service, Sales, Marketing?
3) Who has permission for what? – Admins, Editor, Analyst, Advertiser.
4) What Social Media Training will you provide for your staff and how will you keep them up to date?
5) Does the right employee see the right messages on the right platform? This could be the difference between gaining a customer or losing a sale.
6) What process will you put in place to manage this ongoing?
What should you Include:
- Company’s Corporate Culture – beliefs, behaviors and expectations
- Include all major Stakeholders such as Legal, Communications, HR & IT. Discuss policy writing and the approval process.
- Determine the scope. This should also include the Style Guide and the internal strategy.
- Research and apply State & Federal Laws. With special offers, competitions and awards keep to the guidelines set by your State or Territory.
- Is there an overlap of any IT or HR Policies?
What specifically should you address in the Policy on how your company uses Social Media:
- Professional and Personal use.
- Who’s responsible for managing the Company Social Media Accounts.
- What can and can’t they say.
- Which Social Networks do you use.
- What tools and applications do you use to manage them.
- Which images and media sources can be used.
- How to perform key tasks.
Examples of Do’s and Dont’s:
• Use common sense and common courtesy.
• Post meaningful, respectful comments.
• Be transparent.
• Be aware of privacy and confidentiality.
• Never represent the company in a false or misleading way.
• Never react, reflect and respond accordingly.
• Stick to your area of expertise.
It goes without saying, don’t ever post financial information, sales trends, strategies, forecasts, legal issues or future promotional activities, or give out personal information about customers or employees. Also no posting of confidential or non-public information. There is no winner in responding to offensive or inflamatory posts by a customer.
Last but not least, from the policy create a one to two page set of guidelines for employees to read. Empower employees rather than confuse them. Launch the policy in a positive light and follow on with a review and recommendations.
If you need further assistance contact Leave it with me on 0409 130 056.