Social media policy
template
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website offering technology advice for small businesses.
You are free to edit and use this document in your business.
Important information:
As every company is different, please seek professional advice when creating your
social media policy. Your business may face circumstances and issues that are not
covered by this template.
This social media policy is made available on an ‘as is’ basis. IT Donut cannot take any
responsibility for the consequences of errors or omissions. Any reliance you place on
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Social media policy
Context and overview
Key details
Policy prepared by: [name]
Approved by board / management on: [date]
Policy became operational on: [date]
Next review date: [
It’s a good idea to review your social media policy every year
]
Introduction
Employees of [company name] may be able to access social media services and
social networking websites at work, either through company IT systems or via their
own personal equipment.
This social media policy describes the rules governing use of social media at
[company name].
It sets out how staff must behave when using the company’s social media accounts.
It also explains the rules about using personal social media accounts at work and
describes what staff may say about the company on their personal accounts.
This policy should be read alongside other key policies. The company’s internet use
policy is particularly relevant to staff using social media.
Why this policy exists
Social media can bring significant benefits to [company name], particularly for
building relationships with current and potential customers.
However, it’s important that employees who use social media within the company
do so in a way that enhances the company’s prospects.
A misjudged status update can generate complaints or damage the company’s
reputation. There are also security and data protection issues to consider.
This policy explains how employees can use social media safely and effectively.
Policy scope
This policy applies to all staff, contractors and volunteers at [company name] who
use social media while working — no matter whether for business or personal
reasons.
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small businesses. Neither IT Donut, nor its employees, experts, sponsors or syndication partners are liable for 2
any losses or damages arising from your use of this document. These individuals and organisations exclude all
warranties and representations, express or implied, in respect of your use of the website and its content.
It applies no matter whether that social media use takes place on company premises,
while travelling for business or while working from home.
Social media sites and services include (but are not limited to):
Popular social networks like Twitter and Facebook
Online review websites like Reevoo and Trustpilot
Sharing and discussion sites like Delicious and Reddit
Photographic social networks like Flickr and Instagram
Question and answer social networks like Quora and Yahoo Answers
Professional social networks like LinkedIn and Sunzu
Responsibilities
Everyone who operates a company social media account or who uses their personal
social media accounts at work has some responsibility for implementing this policy.
However, these people have key responsibilities:
The [social media manager] is ultimately responsible for ensuring that
[company name] uses social media safely, appropriately and in line with the
company’s objectives,
The [IT manager] is responsible for providing apps and tools to manage the
company’s social media presence and track any key performance indicators.
They are also responsible for proactively monitoring for social media security
threats.
The [marketing manager] is responsible for working with the
[social media manager]
to roll out marketing ideas and campaigns through our social media
channels.
The [customer service manager] is responsible for ensuring requests for
assistance and support made via social media are followed up.
General social media guidelines
The power of social media
[company name] recognises that social media offers a platform for the company to
perform marketing, stay connected with customers and build its profile online.
The company also believes its staff should be involved in industry conversations on
social networks. Social media is an excellent way for employees to make useful
connections, share ideas and shape discussions.
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small businesses. Neither IT Donut, nor its employees, experts, sponsors or syndication partners are liable for 3
any losses or damages arising from your use of this document. These individuals and organisations exclude all
warranties and representations, express or implied, in respect of your use of the website and its content.
The company therefore encourages employees to use social media to support the
company’s goals and objectives.
Basic advice
Regardless of which social networks employees are using, or whether they’re using
business or personal accounts on company time, following these simple rules helps
avoid the most common pitfalls:
Know the social network. Employees should spend time becoming familiar
with the social network before contributing. It’s important to read any FAQs
and understand what is and is not acceptable on a network before posting
messages or updates.
If unsure, don’t post it. Staff should err on the side of caution when posting
to social networks. If an employee feels an update or message might cause
complaints or offence — or be otherwise unsuitable — they should not post
it. Staff members can always consult the [social media manager] for advice.
Be thoughtful and polite. Many social media users have got into trouble
simply by failing to observe basic good manners online. Employees should
adopt the same level of courtesy used when communicating via email.
Look out for security threats. Staff members should be on guard for social
engineering and phishing attempts. Social networks are also used to
distribute spam and malware. Further details below.
Keep personal use reasonable. Although the company believes that having
employees who are active on social media can be valuable both to those
employees and to the business, staff should exercise restraint in how much
personal use of social media they make during working hours.
Don’t make promises without checking. Some social networks are very
public, so employees should not make any commitments or promises on
behalf of [company name] without checking that the company can deliver on
the promises. Direct any enquiries to the [social media manager].
Handle complex queries via other channels. Social networks are not a good
place to resolve complicated enquiries and customer issues. Once a customer
has made contact, employees should handle further communications via the
most appropriate channel — usually email or telephone.
Don’t escalate things. It’s easy to post a quick response to a contentious
status update and then regret it. Employees should always take the time to
think before responding, and hold back if they are in any doubt at all.
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small businesses. Neither IT Donut, nor its employees, experts, sponsors or syndication partners are liable for 4
any losses or damages arising from your use of this document. These individuals and organisations exclude all
warranties and representations, express or implied, in respect of your use of the website and its content.
Use of company social media accounts
This part of the social media policy covers all use of social media accounts owned
and run by the company.
Authorised users
Only people who have been authorised to use the company’s social networking
accounts may do so.
Authorisation is usually provided by the [social media manager]. It is typically
granted when social media-related tasks form a core part of an employee’s job.
Allowing only designated people to use the accounts ensures the company’s social
media presence is consistent and cohesive.
Creating social media accounts
New social media accounts in the company’s name must not be created unless
approved by the [social media manager].
The company operates its social media presence in line with a strategy that focuses
on the most-appropriate social networks, given available resources.
If there is a case to be made for opening a new account, employees should raise this
with the [social media manager].
Purpose of company social media accounts
[company name]’s social media accounts may be used for many different purposes.
In general, employees should only post updates, messages or otherwise use these
accounts when that use is clearly in line with the company’s overall objectives.
For instance, employees may use company social media accounts to:
Respond to customer enquiries and requests for help
Share blog posts, articles and other content created by the company
Share insightful articles, videos, media and other content relevant to the
business, but created by others
Provide fans or followers with an insight into what goes on at the company
Promote marketing campaigns and special offers
Support new product launches and other initiatives
Social media is a powerful tool that changes quickly. Employees are encouraged to
think of new ways to use it, and to put those ideas to the [social media manager].
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small businesses. Neither IT Donut, nor its employees, experts, sponsors or syndication partners are liable for 5
any losses or damages arising from your use of this document. These individuals and organisations exclude all
warranties and representations, express or implied, in respect of your use of the website and its content.
Inappropriate content and uses
Company social media accounts must not be used to share or spread inappropriate
content, or to take part in any activities that could bring the company into disrepute.
When sharing an interesting blog post, article or piece of content, employees should
always review the content thoroughly, and should not post a link based solely on a
headline.
Further guidelines can be found below.
Use of personal social media accounts at work
The value of social media
[company name] recognises that employees’ personal social media accounts can
generate a number of benefits. For instance:
Staff members can make industry contacts that may be useful in their jobs
Employees can discover content to help them learn and develop in their role
By posting about the company, staff members can help to build the business’
profile online
As a result, the company is happy for employees to spend a reasonable amount of
time using their personal social media accounts at work.
Personal social media rules
Acceptable use:
Employees may use their personal social media accounts for work-related
purposes during regular hours, but must ensure this is for a specific reason
(e.g. competitor research). Social media should not affect the ability of
employees to perform their regular duties.
Use of social media accounts for non-work purposes is restricted to non-
work times, such as breaks and during lunch.
Talking about the company:
Employees should ensure it is clear that their social media account does not
represent [company name]’s views or opinions.
Staff may wish to include a disclaimer in social media profiles: ‘The views
expressed are my own and do not reflect the views of my employer.’
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small businesses. Neither IT Donut, nor its employees, experts, sponsors or syndication partners are liable for 6
any losses or damages arising from your use of this document. These individuals and organisations exclude all
warranties and representations, express or implied, in respect of your use of the website and its content.
Safe, responsible social media use
The rules in this section apply to:
Any employees using company social media accounts
Employees using personal social media accounts during company time
Users must not:
Create or transmit material that might be defamatory or incur liability for
the company.
Post message, status updates or links to material or content that is
inappropriate.
Inappropriate content includes: pornography, racial or religious slurs,
gender-specific comments, information encouraging criminal skills or
terrorism, or materials relating to cults, gambling and illegal drugs.
This definition of inappropriate content or material also covers any text,
images or other media that could reasonably offend someone on the
basis of race, age, sex, religious or political beliefs, national origin,
disability, sexual orientation, or any other characteristic protected by law.
Use social media for any illegal or criminal activities.
Send offensive or harassing material to others via social media.
Broadcast unsolicited views on social, political, religious or other non-
business related matters.
Send or post messages or material that could damage [company name]’s
image or reputation.
Interact with [company name]’s competitors in any ways which could be
interpreted as being offensive, disrespectful or rude. (Communication
with direct competitors should be kept to a minimum.)
Discuss colleagues, competitors, customers or suppliers without their
approval.
Post, upload, forward or link to spam, junk email or chain emails and
messages.
Copyright
[company name] respects and operates within copyright laws. Users may not use
social media to:
Publish or share any copyrighted software, media or materials owned by
third parties, unless permitted by that third party.
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small businesses. Neither IT Donut, nor its employees, experts, sponsors or syndication partners are liable for 7
any losses or damages arising from your use of this document. These individuals and organisations exclude all
warranties and representations, express or implied, in respect of your use of the website and its content.
If staff wish to share content published on another website, they are free to
do so if that website has obvious sharing buttons or functions on it.
Share links to illegal copies of music, films, games or other software.
Security and data protection
Employees should be aware of the security and data protection issues that can arise
from using social networks.
Maintain confidentiality
Users must not:
Share or link to any content or information owned by the company that
could be considered confidential or commercially sensitive.
This might include sales figures, details of key customers, or information
about future strategy or marketing campaigns.
Share or link to any content or information owned by another company
or person that could be considered confidential or commercially
sensitive.
For example, if a competitor’s marketing strategy was leaked online,
employees of [company name] should not mention it on social media.
Share or link to data in any way that could breach the company’s data
protection policy.
Protect social accounts
Company social media accounts should be protected by strong
passwords that are changed regularly and shared only with authorised
users.
Wherever possible, employees should use two-factor authentication
(often called mobile phone verification) to safeguard company accounts.
Staff must not use a new piece of software, app or service with any of the
company’s social media accounts without receiving approval from the
[social media manager].
Avoid social scams
Staff should watch for phishing attempts, where scammers may attempt
to use deception to obtain information relating to either the company or
its customers.
Employees should never reveal sensitive details through social media
channels. Customer identities must always be verified in the usual way
before any account information is shared or discussed.
This document has been produced by IT Donut, [Link], a website offering technology advice for
small businesses. Neither IT Donut, nor its employees, experts, sponsors or syndication partners are liable for 8
any losses or damages arising from your use of this document. These individuals and organisations exclude all
warranties and representations, express or implied, in respect of your use of the website and its content.
Employees should avoid clicking links in posts, updates and direct
messages that look suspicious. In particular, users should look out for
URLs contained in generic or vague-sounding direct messages.
Policy enforcement
Monitoring social media use
Company IT and internet resources — including computers, smart phones and
internet connections — are provided for legitimate business use.
The company therefore reserves the right to monitor how social networks are used
and accessed through these resources.
Any such examinations or monitoring will only be carried out by authorised staff.
Additionally, all data relating to social networks written, sent or received through the
company’s computer systems is part of official [company name] records.
The company can be legally compelled to show that information to law enforcement
agencies or other parties.
Potential sanctions
Knowingly breaching this social media policy is a serious matter. Users who do so will
be subject to disciplinary action, up to and including termination of employment.
Employees, contractors and other users may also be held personally liable for
violating this policy.
Where appropriate, the company will involve the police or other law enforcement
agencies in relation to breaches of this policy.
This document has been produced by IT Donut, [Link], a website offering technology advice for
small businesses. Neither IT Donut, nor its employees, experts, sponsors or syndication partners are liable for 9
any losses or damages arising from your use of this document. These individuals and organisations exclude all
warranties and representations, express or implied, in respect of your use of the website and its content.