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Social Media Policy – A Guide For Your Business
The clothing company GAP Inc. presented the following social media policy to all of its 134,000 staff.
It’s a straightforward, conversational tone, which was well received and understood by their employees. It covers everything clearly and doesn't use legal jargon so it’s easy to understand.
Please keep in mind...
There's really no such thing as "delete" on the Internet, so please—think before you post.
Some subjects can invite a flame war. Be careful discussing things where emotions run high (e.g. politics and religion) and show respect for others' opinions.
It's a small world and we're a global company. Remember that what you say can be seen by customers and employees all over the world and something you say in one country might be inaccurate or offensive in another.
Respect other people's stuff. Just because something's online doesn't mean it's OK to copy it.
Your job comes first. Unless you are an authorized Social Media Manager, don't let social media affect your job performance.
How to be the best...
Play nice. Be respectful and considerate, no trolling, troll baiting, or flaming anybody, even our competitors.
Be yourself. Be the first to out that you are a Gap Inc. employee—and make it clear that you are not a company spokesperson.
If you #!%#@# up? Correct it immediately and be clear about what you've done to fix it. Contact the social media team if it's a real doozy.
Add value. Make sure your posts really add to the conversation. If it promotes Gap Inc.'s goals and values, supports our customers, improves or helps us sell products, or helps us do our jobs better, then you are adding value.
Don't even think about it...
Talking about financial information, sales trends, strategies, forecasts, legal issues, future promotional activities.
Giving out personal information about customers or employees.
Posting confidential or non-public information
Responding to an offensive or negative post by a customer. There's no winner in that game.
As you can see, Gap Inc. has figured out a social media policy doesn't have to come from the legal department, and that a straightforward, conversational tone probably makes the greatest impact with employees.
To your web success,
www.LukeHayes.com.au
Web Marketing Strategy
Best Selling Author of Website Masterplan
Anonymous Facebook Comments - Should I Delete?
YES DELETE
You don’t want to provide your competitors with an easy way to insult your business and run you down… so feel free to delete this type of malicious comment as soon as possible.
If a Fan uses rude/profanity, racial and ethnic slurs, if they post hateful, threatening, or pornographic content, if they bully and intimidate other FANs for their comments or make disparaging personal remarks… feel free to delete their comment.
If you are questioned by a FAN for deleting their abusive comment and it clearly falls into the above category, you can feel comfortable explaining your acceptable policy.
DO NOT DELETE
Firstly it’s important to know that if you have a bad product or service, people are going to post negative comments on the Internet… and you have a much bigger problem than just negative comments.
When you receive criticism on your Facebook page it feels like a dagger in the chest. Stay calm. Think before you react.Yes I know your first instinct is to defend yourself and go on the offensive. Is typing an angry rebuttal with equally abusive comments going to be smart considering everyone on the web can read it?
A Facebook manager has to be able to accept the good and the bad. You don’t want to insult clients and FANs by dismissing their criticism… don’t delete these negative comments; instead work to resolve the problem.
If you receive constructive criticism, thank the person for their suggestion at the start of your response. You can go on to explain what you did or will do to sort this out, or simple let them know you will consider their advice.The key is toshow your FANs and the online community you are engaged and care. If you do you’ll find that people will be forgiving and supportive.
There will always be the potential for positive and negative feedback. It’s the way you react to it that shines either a positive or negative light on your business.
To your web success,
www.LukeHayes.com.au
Web Marketing Strategy
Best Selling Author of Website Masterplan
Comments
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The world has changed and traditional push and interrupt marketing doesn’t work as well as it used to.
Facebook and Blogging provide us with a new, easy way to communicate with potential customers and market our products and services.
- Stop pushing messages at people, because they are getting good at blocking. Instead start attracting.
- Stop interrupting people when they don’t want to hear from you. Instead start engaging.
Use Facebook and Blogging tools to deliver excellent quality content that your customers will actually love - earning you quality leads, loyal customers and help you grow your business organically.
To your web success,
www.LukeHayes.com.au
Web Marketing Strategy
Best Selling Author of Website Masterplan
Comments
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Leverage Facebook to build a community, show off your products and drive traffic to your website.
Below is an easy to follow, step-by-step guide to set up your business on Facebook. Let’s get started.
Step 1. Visit: www.facebook.com/business/pages
Step 2. Click on the button: “Create a Page”.
Step 3. Specify which category your business falls under.
Step 4. Add content to your page, just follow the Facebook prompts.
FACEBOOK CONTENT TIPS:
Photo: Use an eye-catching, recognizable photo of your business's name, storefront or popular product
Location: Claim your Place and be sure to provide a location on your Page so people know where to find you
Info: Write a short blurb that clearly describes what your business is, and include helpful links and contact information
Apps: Enhance your Page with custom apps that can let you share your menu, stream video, and more
Wall posts: Add updates, photos, videos and links about your business to your Wall - these will show up in News Feed, where your fans and their friends can comment and share
DO YOU NEED A PROFESSIONAL FACEBOOK BUSINESS SITE DESIGNED AND SETUP FOR YOUR BUSINESS?
We can help. Click here to see our Facebook Business Page design service
To your web success,
www.LukeHayes.com.au
Web Marketing Strategy
Best Selling Author of Website Masterplan
Comments
Post has no comments.8 Facebook Business Etiquette Tips
Facebook and other social networking sites provide an excellent way to connect with potential customers and build relationships.
Be careful not to turn people off and damage your business reputation. Yes you can still promote your products and services, but do it in a subtle way.
- Be helpful and give value
- Don’t drink and Facebook
- Keep it clean and civilised
- Listen to others and share
- Make thoughtful comments
- Make your page engaging
- Thank FANS for posting on your Wall
- Respond to Wall comments within 24 hours
Be warned that old school, in-your-face self-promotion doesn't work in the social environment.
DO YOU NEED A PROFESSIONAL FACEBOOK BUSINESS SITE?
We can help. Click here to see our Facebook Business Page design service
To your web success,
www.LukeHayes.com.au
Web Marketing Strategy
Best Selling Author of Website Masterplan
Comments
Post has no comments.Google Plus
Google+, a social network like Facebook.
Watch a demo here: www.google.com/+/demo
Joining and inviting friends is easy: https://plus.google.com
To your web success,
www.LukeHayes.com.au
Web Marketing Strategy
Best Selling Author of Website Masterplan
Comments
Post has no comments.3 Main Social Media Challenges
- Lack of time
- Unsure how to determine ROI.
- Lack of knowledge about social media.
THESE CHALLENGES ARE EASY TO OVERCOME
If you are experiencing these challenges then we can help. Facebook is the most popular website in Australia and too good an opportunity to pass up.
DO YOU NEED A PROFESSIONAL FACEBOOK BUSINESS SITE?
We can help and we can make it easy for you
Click here to see our Facebook Business Page design service
To your web success,
www.LukeHayes.com.au
Web Marketing Strategy
Best Selling Author of Website Masterplan
Comments
Post has no comments.7 ways to improve your business on Facebook
- Maintain a relationship with customers.
- Help customers by answering their questions.
- Give value (tips, videos, quotes, latest articles, news and deals).
- Create buzz around your products or business.
- Demonstrate your expertise and be seen as an industry expert.
- Provide links back to your main website.
- Hold online events, discussions and conversations.
DO YOU NEED A PROFESSIONAL FACEBOOK BUSINESS SITE?
We can help. Click here to see our Facebook Business Page design service
To your web success,
www.LukeHayes.com.au
Web Marketing Strategy
Best Selling Author of Website Masterplan
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