TechTarget defines a social media policy as "a corporate code of conduct that provides guidelines for employees who post content on the Internet either as part of their job or as a private person."
If you use social media to promote your business, you need a social media policy. Why? Because anything available online could potentially become viral -- especially mistakes from employees and unresolved complaints. You need something to keep your online presence consistent and protect your company’s reputation.
Here is a brief introduction to social media policy. I hope it will help you craft guidelines that resonate with your employees and audience.
Note: The slides are adapted from a presentation I gave at a local conference.
Some important reminders
Some questions to ask your employees and social media reps
If not, adequate training should be provided.
Take a look at some of the mistakes made by big brands; the Web is full of case studies. Invite employees to read and discuss them. What would they do differently? How would they handle the situations?
Role-playing can also be used to learn how to deal with complaints and disgruntled customers. The exercise will allow staff to come up with pre-written scripts like the following:
“Hello, my name is XXXXXX and I am very sorry this is happening to you. We are looking into the issue right now. I’ll get back to you as soon as possible. If you have any questions, feel free to contact me at XXXX.”
Stress the importance of empathy and friendliness. Your employees should also use their real names and not delete public comments.