Social media is about meaningful conversations—and employees can play a vital part in this. It’s easy to fear allowing employees to be involved in social media, yet if we trust our employees to have interactions with our clients in person, shouldn’t we trust them to be a vital part of our online communication?
Expanding the role of communication to employees can be a good business strategy, but they must be trained and given access. Begin by creating a policy for social media that leads your organization in a direction of relevant conversations. To get you started, we’ll suggest some ideas you might consider including in your social media policy:
- Identify yourself and your position in the company—and make it clear when you are speaking for the company or yourself.
- Speak only on topics that reflect your area of expertise.
- Always be respectful, calm and professional in your response.
- Never release proprietary or non-public information, internal performance data or other information that would reflect badly on the company.
- Never share personal information about others in the company.
- Don’t share information about clients without their approval.
- Don’t make comments on legal matters.
- Escalate trouble posts to the appropriate person in the company.
- Share summaries of customer feedback so constructive criticism can be used to improve the company.
- Don’t reply to off-topic comments or inflammatory language.
In our next blog entry, we'll offer 10 more tips.