Social Media channels like Instagram, Facebook, Twitter etc. have become important channels of direct communication between brands and consumers. The applies in the case of both passive & active seekers of new product and brand experiences. It’s equally true for your B2B customers. While you already have external social media policies, look inwards. Do you have a social media etiquette policy for your employees? No, this isn’t 1984. We like authentic and being who we are. But avoiding risk is also the job of a brand owner. For instance, being mindful of sharing client details and maintaining client confidentiality. It’s time to think through these issues!
Why do you need a social media etiquette policy?
- Get everyone on the same page.
- Share openly and be transparent about who are you as a brand internally and externally.
- Use the social channels to tell the story of who you are as a brand.
- Co-create and collaborate as one big team!
- Avoid a snowball effect into a fail whale when something goes wrong.
- Mitigate and reduce liabilities and risks associated with sharing information on stakeholders (including customer information or proprietary information)
Listen to social media experts for new trends you can expect as a brand
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Dos and Don’ts: Social Media Etiquette Policy
Social Media Etiquette DOs
Social media has such a great potential to for all employees, teams and departments to break the silos and come together as a common brand! Pass on the goodness, people! See, how Nokia’s been creating social media employee ambassadors!
— pascale thorre (@pthorre) January 28, 2016
This is what you need to DO:
- Get involved in the company’s brand pages and accounts. Share your comments, use hashtags, like, and engage with the content
- Share your top ideas with the content teams and co-create something great for/with customers and future community members
- Show your empathy. You may not agree with everyone, but we can all agree to disagree. Stay calm and be kind and respectful towards people you connect with
- Share helpful information about the brand, products and answer community questions, if you’re the right person to do that. Or get in touch with someone who can help. Be helpful and show that you care.
- Work together with your teams, bosses and brand heads to bring a new idea up into the social world. Take initiative. Make a difference.
- Think before you post. Yes, far too many of us write in the spur of the moment. But remember what goes out into the social or cosmic void stays on forever. Your personal or professional brand deserves more.
- Seek help if you’re feeling angry, insecure or upset about something and feel the need to fight on social media. These are public channels and you don’t want to write something in a state of disarray.
Social Media Etiquette DON’Ts
- Don’t feel obligated to make any changes to your personal social media usage. But remember to notify your readers, that this is a personal account.
- Avoid risking your personal or corporate brand and remember that we have liabilities towards our customers, investors and clients.
- Stay away from sharing proprietary information, any client data, legal documentation, private company announcements. For instance, if you know of an acquisition but it has not been made public yet. Avoid such information sharing.
- Say no to putting your customer’s information (e.g. their contact details) into the public domain, especially without their consent
- Avoid posts which may be construed as racist or full of hatred towards any community, gender, person or minority. Remember, we’re all here to create positive microcosms and stay happy! You don’t want to be associated with negativity in the world. There’s a lot of that already.
- Don’t share information assuming you’re the brand spokesperson (unless you really are). Stay true to your own opinions and be responsible for them. Own your social persona.
- Don’t bully anyone. Stay empathetic and kind. Social media is not a place to vent out frustrations. Seek professional help in case you want to channelize those. Remember, once on social, always on social. Stay calm.
- No seeking revenge on social media. If you feel you need a sense of closure or think deeply about your confrontations, seek professional help. Make an effort to reach out to the person you’re feeling conflicted about. Don’t use a public channel to share how you were wronged or make claims that may lead you into legal trouble.
- Don’t lie about your work in the company/brand. The brand values your work and your ethics.
- Don’t plagiarize content. Always give credits when due.
What else would you add here? What are some of the challenges you’ve faced in creating a social etiquette policy? Do share these with me on Twitter on in the comments below!
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