Does Your Company Have a Social Media Policy?
Over Winter Break I was taken aback by a VERY rude person leaving comments on one of my client's Facebook pages. She was mean, impatient and oh-so-nasty. The good news is our team knew how to handle her posts swiftly and within reason.
Why?
Because we had a social media policy in place.
In the social media policy, we state that anyone who leaves a disparaging comment about our company or other individuals, fans or related companies will have their post removed from our Page. If they continue to bash people in a mean, rude or distasteful way, they will be banned from our Page altogether.
Does your company have a social media policy? Is the policy available on the company's website or in the Notes section of its Facebook page? If not, consider writing and posting one for a number of reasons:
Why You Should Have a Social Media Policy:
1. A social media policy allows your company's leaders to decide upfront what kinds of content is okay and what's not okay to post. You'll want to discuss the types of articles that are favorable and if your company is okay sparking controversial discussions on its Pages.
2. A social media policy enables your social media manager or online community manager to deal with negative comments swiftly. It will provide guidance on handling negative comments, as well as how to handle rude or distasteful posts by Fans. You don't want to wait until your company's Facebook Page is barraged with nasty comments to start discussing, as a company, what you should do.
3. A social media policy will stay with your company long after your current social media expert leaves. If someone is covering for "Jane" or if "Jane" leaves, the policy lives on.
As for the rude woman who posted on my client's site last week, we responded to her first message kindly. When she continued to be rude towards our company, we banned her from the Page. She took her (oh-so-nasty) conversation with us offline, where it should have been in the first place, especially because it was simply a warranty issue that was covered amicably by my client - not grounds for a public roast.
And if you've ever been tempted to leave a nasty gram on a company's Page, remember to be nice. After all, January 9-13 is Be Nice on the Internet Week. While it's sad that we have to have a week to remind us to be civil online, it is what it is. So be nice when leaving comments - and if you can't be positive - at least try to be constructive. Real people are working hard behind each Page and company - and they're listening, rest assured!