Social Media & Reputation Management Policies

Question 1

Explain what a social media policy is and list 5 key components within a social media policy.

Answer 1

1) Code of conduct for employees who post on social media (Including personal social media channels).

Components include:
• Internet – use company social networks during work time, not your own social media accounts
• Behaviour in and out of work – including behaviour on social media
• Appropriate use- Using social media appropriately (forms part of internet component)
• Online privacy- Don’t disclose company secrets online
• Ensure Brand values are reflected in the tone and manner- Ensure the way people communicate on the social media channel are on brand, use the same tone of voice and follow the same values.
• Training requirements- Ensure appropriate training before allowing someone to use company social media
• Code of conduct- how you conduct yourself on social media
• Crisis management- If someone is saying something bad about your company on social media and it has escalated.

Question 2

What is the purpose of having a social media policy in place? List 4 reasons

Answer 2

• All members of staff understand the impact of using social media and mentioning the business in their personal use of social media
• All members of staff use the same tone and voice in their use of social media
• Consistency in the message across the business
• Confidentiality

Question 3

List what makes a good reputation management policy? List 3

Answer 3

• Responding in a timely manner
• Know what you’re monitoring (Company name, products and services, high profile employees, popular industry keys words and your biggest competitors.)
• Engage with everyone and encourage engagement

Question 4

Why is it important to have a reputation management policy?

Answer 4

If reputations changes either up or down then a specific process should be in place to either remedy the situation or expand on the success.