Social Media PolicyThe do’s and don’ts

Wh

at’

s in

it

for

you

?

Pinnacle

Jason Fischer@jasonfischerMarketing/Customer ServiceNovember 9, 2010

SHOULD I HAVE A POLICY?Social Media Policy

THE PROS OF BLOCKING

Should I Have a Policy?

• SETTING A SINGULAR TONE OF VOICE• INDUSTRY SPECIFIC CONCERNS

THE CONS OF BLOCKING

Should I Have a Policy?

• SILENCING YOUR BEST BRAND ADVOCATES

• PROLIFERATING THE DISCONNECT BETWEEN SOCIAL MEDIA AND…EVERY OTHER DEPARTMENT

• LOOSING THE OPPORTUNITY FOR EDUCATION

WHAT SHOULD IT SAY?Social Media Policy

SOCIAL MEDIA POLICY GUIDELINES

What Should It Say?

• BOUNDARIES• TRANSPARENCY• CONFIDENTIALITY• FINANCIALS• CONSEQUENCES • WORK USE

SOCIAL MEDIA POLICY GUIDELINES

What Should It Say?

HTTP://SOCIALMEDIAGOVERNANCE.COM/POLICIES.PHP

What Should It Say?

• NEGATIVE CHARACTERISTICS• Tells what cannot be done• Has subtle tone of blame• Includes words like can’t, won’t, unable to, tell the recipient what they

cannot do• Does not stress positive actions what would be appropriate, or

positive consequences

What Should It Say?

• POSITIVE CHARACTERISTICS• Tells what can be done• Suggest alternatives and choices available to the recipient• Sounds helpful and encouraging rather than bureaucratic• Stresses positive actions and positive consequences that can be

anticipated

SOCIAL MEDIA POLICY GUIDELINES

What Should It Say?

We regret to inform you that we cannot process your application to register your business name, since you have neglected to provide sufficient information. Please complete ALL sections of the attached form and return it to us.

SOCIAL MEDIA POLICY GUIDELINES

What Should It Say?

Congratulations on your new business. To register your business name, we need some additional information If you return the attached form, with the highlighted areas filled in, we will be able to send your business registration certificate within two weeks. We wish you success in your new endeavor.