We are all still adjusting to a world where everyone with an internet connection is a media outlet. Social Media is bring a raft of changes to the way we communicate and do business.
There are great rewards for businesses that embrace Social Media and do it well. There are also a few train wrecks from companies who have seen opportunity and jumped without developing a sound strategy and policy.
Last year Manpower released a study into how companies across the globe were using Social Media called Social Networks vs. Management Harness the Power of Social Media. The report found that only 31% of Australian companies (which is slightly better than the global figure of 25%) had instituted a Social Media policy for employees. Brain Solis shares some handy tips for getting started with a Social Media Policy for your business.
The Top 25 Best Practices for Drafting Policies and Guidelines
- Define a voice and persona representative of the brand’s purpose, mission, and characteristics
- People expect to interact with people, be personable, consistent, and helpful
- Keep things conversational as it applies to portraying and reinforcing the personality and value of your brand and the brand you represent
- Add value to each engagement — contribute to the stature and legacy of the brand
- Respect those whom you’re engaging and also respect the forum in which you participate
- Ensure that you honor copyrights and practice and promote fair use of applicable content
- Protect confidential and proprietary information
- Business accounts are no place to share personal views unless they reinforce the brand values and are done according to the guidelines and code of conduct
- Be transparent and be human yes, but also do so based on true value propositions and solutions
- Represent what you should represent and do not overstep your bounds without prior approval
- Know and operate within the boundaries defined, doing so protects you, the company, and the people with whom you’re hoping to connect
- Know when to walk away. Don’t engage trolls or fall into conversational traps
- Stay on message, on point and on track with the goals of your role and its impact to the real world business in which you contribute
- Don’t trash competition, spotlight points of differentiation and value
- Apologize where applicable and according to the established code of conduct. Seek approval by legal or management where such action is not pre-defined
- Take accountability for your actions and offer no excuses
- Know whom you’re taking to and what they’re seeking
- Disclose relationships, representation, affiliation and intentions
- Refer open issues or questions to those most qualified to answer
- Practice self-restraint, some things are not worth sharing
- Empower qualified spokespersons to offer solutions and resolutions
- Seek the approval of customers and partners before spotlighting their case studies
- Take the time to interpret the context of a situation before jumping in with a response
- What you share can and will be used against you – The internet as a long memory
- When in doubt, ask for guidance
If you need assistance developing a Social Media Strategy or Employee Policy for your business contact us at Byron New Media to find out how we can help.