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Online Reputation Management: Got a Social Media Policy?
An important element of Online Reputation Management is developing a social media policy for your employees. Social media behavior can certainly influence how your brand or company is being perceived.
Traditionally, creating a “policy” focuses on restricting action, i.e. outlining things that cannot be done. However, the whole point with social media is engaging your customer! Therefore, in the interest of promoting engagement, focus on what contributors CAN do.
First, make sure that the idea of community is well understood. The idea is to participate in a network where you can support others that in turn will support you. It should be a place where people will be comfortable with connecting, sharing experiences and asking for advice.
Transparency will play a major role in establishing trust and finding the balance between personal and professional information will be the main challenge. Still, transparency does not mean unrestricted sharing of company trade secrets for example. Employee’s are obliged to protect confidential information.
Also, make sure your employees understand that they will bear full responsibility for what’s being contributed. There’s no implied right to say stupid things under a disguise of “self expression”. Sure, it’s all good to share your opinions online, however, contributors need to consider each audience and ensure that statements will not be misunderstood as narrow minded or discriminating.
Specifically, contributors need to understand that what their social media activities will be part of the company’s overall online reputation management. Their actions will influence how they are being viewed within the organization, as well as how external parties will perceive company culture. Make it clear that their activities will be part of your company’s overall social media monitoring efforts.
Finally, provide value to your community! Many companies seem to have a hard time speaking about anything else than their products and services… Find topics that connect to the bigger picture, such as general industry news, developments and FAQ’s.
Want to try Imooty’s Online Reputation Management tool? Sign up for a 4 week FREE trial at Imooty.eu!
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Many thanks for this follow-up. Greatly appreciated!
The *can do* approach sound absolutely fabulous, but I can tell you that it’s never going to fly with my superiors… And aren’t anyone supposed to co-ordinate, shouldn’t there at least a bit oversight?
We’ll give you a sneak preview on Imooty PRO. Might not be enough to persuade your boss, but let’s give it a try!