social media guidelines
Social Media Policies: Personal and Professional
WHO? • • • • • •
Currently has social media profiles for the org? Has passwords or shared account access? Has interns managing org presence? Has a social media policy for personal use? Teaches staff how to use social media? Helps staff with privacy settings and changes?
PERSONAL V PROFESSIONAL
PERSONAL V PROFESSIONAL
Don’t be afraid of customer service.
PERSONAL V PROFESSIONAL
Plan for the future.
PERSONAL V PROFESSIONAL
Don’t be afraid to say no to friends.
PERSONAL V PROFESSIONAL
Share knowledge regularly.
SOCIAL MEDIA POLICY
SOCIAL MEDIA GUIDELINES
Assume personal use
SOCIAL MEDIA GUIDELINES
Prepare people for questions
SOCIAL MEDIA GUIDELINES
Focus on things to say, not the things they can’t say
SOCIAL MEDIA GUIDELINES
Be honest and transparent
SOCIAL MEDIA GUIDELINES
Use a disclaimer when necessary
SOCIAL MEDIA GUIDELINES
Be a good ambassador
SOCIAL MEDIA GUIDELINES
Add value
SOCIAL MEDIA GUIDELINES
Go beyond traditional social media
SOCIAL MEDIA GUIDELINES
Be passionate and engaged
SOCIAL MEDIA GUIDELINES
Be respectful
SOCIAL MEDIA GUIDELINES
Engage with the audience & build relationships
SOCIAL MEDIA GUIDELINES
Safeguard the organization’s name
SOCIAL MEDIA GUIDELINES
Safeguard the organization’s content
SOCIAL MEDIA GUIDELINES
Give credit where credit is due
SOCIAL MEDIA GUIDELINES
Respect confidentiality & keep security in mind
SOCIAL MEDIA GUIDELINES
Be responsible & use your best judgment
SOCIAL MEDIA GUIDELINES
Social media is global
SOCIAL MEDIA GUIDELINES
Correct mistakes
SOCIAL MEDIA GUIDELINES
Respond to constructive criticism
SOCIAL MEDIA GUIDELINES
Separate opinions from facts
SOCIAL MEDIA GUIDELINES
Know that the internet is permanent
SOCIAL MEDIA GUIDELINES
Build capacity
SOCIAL MEDIA GUIDELINES
Get advice
SOCIAL MEDIA CRISIS PLANNING
WHAT IS A CRISIS?
SOCIAL MEDIA CRISIS RESPONSE From Businessweek: “Many companies are being victimized by social media rather than capitalizing on it because they are too slow and ill-equipped to react to negative comments that can damage their brand.”
BASIC CRISIS RESPONSE STEPS • • •
Establish “crisis” Chain of command Address situation as quickly as possible, in public
ESTABLISH CRISIS • • • • •
Online comments Misleading information Inappropriate posting Hacked account What else?
CHAIN OF COMMAND • • • • • •
Management Legal Operations PR / Communications Departments / Divisions involved Community Manager
ADDRESS THE SITUATION • • • •
Media Online spokesperson Ask network to join you Leverage relationship with influencers
CASE STUDIES IN ACTION
CASE STUDIES IN ACTION
CASE STUDIES IN ACTION “OMG! @FCC Commissioner Baker voted 2 approve Comcast/NBC merger & is now lving FCC for A JOB AT COMCAST?!? http://su.pr/1trT4z #mediajustice”
CASE STUDIES IN ACTION
CASE STUDIES IN ACTION
CASE STUDIES IN ACTION
Questions? Amy Sample Ward, CEO [email protected] | @amyrsward Julia Smith, Community Development Manager [email protected] | @juliacsmith NTEN: The Nonprofit Technology Network http://nten.org | @NTENorg
WHO? • • • • • •
Currently has social media profiles for the org? Has passwords or shared account access? Has interns managing org presence? Has a social media policy for personal use? Teaches staff how to use social media? Helps staff with privacy settings and changes?
PERSONAL V PROFESSIONAL
PERSONAL V PROFESSIONAL
Don’t be afraid of customer service.
PERSONAL V PROFESSIONAL
Plan for the future.
PERSONAL V PROFESSIONAL
Don’t be afraid to say no to friends.
PERSONAL V PROFESSIONAL
Share knowledge regularly.
SOCIAL MEDIA POLICY
SOCIAL MEDIA GUIDELINES
Assume personal use
SOCIAL MEDIA GUIDELINES
Prepare people for questions
SOCIAL MEDIA GUIDELINES
Focus on things to say, not the things they can’t say
SOCIAL MEDIA GUIDELINES
Be honest and transparent
SOCIAL MEDIA GUIDELINES
Use a disclaimer when necessary
SOCIAL MEDIA GUIDELINES
Be a good ambassador
SOCIAL MEDIA GUIDELINES
Add value
SOCIAL MEDIA GUIDELINES
Go beyond traditional social media
SOCIAL MEDIA GUIDELINES
Be passionate and engaged
SOCIAL MEDIA GUIDELINES
Be respectful
SOCIAL MEDIA GUIDELINES
Engage with the audience & build relationships
SOCIAL MEDIA GUIDELINES
Safeguard the organization’s name
SOCIAL MEDIA GUIDELINES
Safeguard the organization’s content
SOCIAL MEDIA GUIDELINES
Give credit where credit is due
SOCIAL MEDIA GUIDELINES
Respect confidentiality & keep security in mind
SOCIAL MEDIA GUIDELINES
Be responsible & use your best judgment
SOCIAL MEDIA GUIDELINES
Social media is global
SOCIAL MEDIA GUIDELINES
Correct mistakes
SOCIAL MEDIA GUIDELINES
Respond to constructive criticism
SOCIAL MEDIA GUIDELINES
Separate opinions from facts
SOCIAL MEDIA GUIDELINES
Know that the internet is permanent
SOCIAL MEDIA GUIDELINES
Build capacity
SOCIAL MEDIA GUIDELINES
Get advice
SOCIAL MEDIA CRISIS PLANNING
WHAT IS A CRISIS?
SOCIAL MEDIA CRISIS RESPONSE From Businessweek: “Many companies are being victimized by social media rather than capitalizing on it because they are too slow and ill-equipped to react to negative comments that can damage their brand.”
BASIC CRISIS RESPONSE STEPS • • •
Establish “crisis” Chain of command Address situation as quickly as possible, in public
ESTABLISH CRISIS • • • • •
Online comments Misleading information Inappropriate posting Hacked account What else?
CHAIN OF COMMAND • • • • • •
Management Legal Operations PR / Communications Departments / Divisions involved Community Manager
ADDRESS THE SITUATION • • • •
Media Online spokesperson Ask network to join you Leverage relationship with influencers
CASE STUDIES IN ACTION
CASE STUDIES IN ACTION
CASE STUDIES IN ACTION “OMG! @FCC Commissioner Baker voted 2 approve Comcast/NBC merger & is now lving FCC for A JOB AT COMCAST?!? http://su.pr/1trT4z #mediajustice”
CASE STUDIES IN ACTION
CASE STUDIES IN ACTION
CASE STUDIES IN ACTION
Questions? Amy Sample Ward, CEO [email protected] | @amyrsward Julia Smith, Community Development Manager [email protected] | @juliacsmith NTEN: The Nonprofit Technology Network http://nten.org | @NTENorg
