Learning Objectives. To increase level of confidence of participants in identifying their priorities for SM policy/procedures/protocols

Transcription

1 Managing

2 AGENDA

3 Learning Objectives To increase level of confidence of participants in identifying their priorities for SM policy/procedures/protocols To engage all participants in discussion of relevant policy elements and leave workshop with beginning of policy draft

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5 Need for a Policy Convincing decision makers Protection for staff and agency If there is a problem? Has pros and cons Different than traditional media

6 Interacting with the Public Not just interrupting but permission Sharing information on Facebook and twitter. Adding comments Monitoring information Second and third generation sharing Comments can reach more people.

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8 Policy Development Important elements Introduce the purpose of social media Be responsible for what you write Consider your audience Exercise good judgment

9 Policy Development Respect copyrights and fair use Remember to protect confidential & proprietary info Bring value Productivity matters

10 HEADSET BROS SOCIAL MEDIA POLICY Sign up for any and every social media service to reserve our name (headsetbros).identity theft is easy. Don't let it happen to us. Profile setup: Use company standard address. Add as much of our company information (address, toll-free, fax, etc.) as possible. Set privacy settings to be as open as possible and still within the social rules of the community. Nothing is secret for us, but sometimes "friends" or "connections" don't want their stuff out there, so respect that. Sign up for notifications and RSS feeds and put them into the corporate RSS reader account. Status s should go to RSS through the -to-rssb ridge. Above all, our communications with people should be honest and fair. Never post anything you would be afraid for your Mom to see. Respond to all communication within 24 hours in this order: employees, old/repeat customers, vendors, affiliates, new customers, potential customers. Always mark something as being worked or done as soon as you finish. Give the customer not just information, but agency - the power to choose how they want their problem fixed. YOU have the power to: Fix any problem, in any way, immediately that costs less than $50. More than$50 and it may come out of your pocket. Reviews are every week. Design new policies and procedures. Apply Lean principles to fix workflow problems and speed up any part of the business. Use 5 "Why?"s to figure out the root cause and fix that instead of the symptoms. Engage customers in conversations where they are happening. You're representing us and we're trusting you. Act accordingly. Word of mouth is extremely important to us. If you can make the experience better than expected, do it

11 Policy Drafting Statement of Purpose Why the need for this policy? What is its objective? How much guidance does it provide? CRC?

12 Policy Drafting To whom does this policy apply? What is it applicable to? CRC?

13 Policy Drafting Values or Principles What are organizational values? How does this policy align with those? What are those you want to highlight here? CRC?

14 Policy Drafting Definitions: Include necessary definitions What needs to be clear? CRC?

15 Policy Drafting Legal or Legislative What legislation is most relevant? Is legal review need? Compliance with other internal authorities? CRC?

16 Policy Drafting Approval Process Who reviews what? When is policy reviewed? CRC?

17 Policy Drafting Employee Code of Conduct An existing Code of conduct to be referenced? Professional/personal boundaries Professional/personal expectations CRC?

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19 Procedures Checks and balances Purpose Appropriateness Overlap Staff Timing Guidelines

20 Online Professionalism Use standards Friending clients Replying to s Photo permission Language

21 Health Unit Social Media Policy Refer information inquiries on personal accounts to phone, website, or agency social media sites DO NOT discuss employees, clients or confidential matters on personal accounts Use only approved health unit materials DO NOT comment to media on behalf of health unit Report privacy breaches to Director immediately Following the process for starting new social media initiatives Promoting events or liking our website or Facebook page posts is encouraged

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23 Recruiting SocialMedia Staff Job posting what position? Candidate selection priorities Interviewing tips Key competencies Reference checking Probationary period

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25 Metrics evaluation Use of information, engagement, participation of people Understand current interest, knowledge levels, and potential misunderstandings or myths about your topic

26 Metrics evaluation Manage multiple social networks Schedule messages and tweets Track brand mentions (RSS feed) Analyze social media traffic Hootsuite Google Alerts IceRocket Social Mention TweetDeck

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28 What can you do after today... Visit and familiarize self with partner/colleague social media channels If unfamiliar with social media, try it out personally Reflect on personal social media practices (e.g. privacy settings, friends lists) Give feedback on how social media can be used in your agency Review relevant internal policies/procedures and ask questions Review your professional association privacy rules