Social media has officially taken over the Internet. These days, it’s hard to find people without an account on at least one popular platform, so you can be certain most of your employees are active in the social sphere.
Since so many people use social media, your company likely has a presence on a few different sites, so if you don’t already have one, it’s time to create an official policy governing usage from all angles. In today’s viral era, it takes just one post written in poor taste to create a social media disaster, so you need to cover all the bases.
5 Key Topics to Cover in Your Social Media Policy
A comprehensive social media policy covers everything from posts written by your marketing staff on behalf of your organization to personal use. Your company may need to include more sections, but these five are a must-have.
Content Standards
Explain the purpose of the company’s presence on social media and the types of content that are acceptable and unacceptable to share. For example, photos of the team hard at work creating a new product might be great, while sharing confidential customer information is never acceptable.
Response Guidelines
Your social media team responds and engages with customers on behalf of the company, so include instructions on how to properly represent your company. Offer everything from standard responses to common inquiries to directives for handling irate customers.
Compliance Rules
Every industry has different social media guidelines. Conduct research to find those governing your field and include them in the policy, because you definitely don’t want to get cited for a violation.
Crisis Management Information
Hopefully your company will never be at the center of a social media crisis, but if it happens, you need to be prepared. Include the names and contact information of those who should be immediately alerted, how a response will be handled and who is permitted to speak for the organization.
Personal Social Media Practices
Employees’ personal social media posts can cause a PR nightmare if you don’t have any rules in place to govern them. Include specific topics they can and cannot broach on their social accounts, any level of transparency you would like them to display, common sense guidelines and any other issues important to your organization.
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