Salesforce Social Media Policy Training

Salesforce Social Media Policy Employee Training July 2010

Broad Change in Internet Usage
Have to recognize, virtually every employee
is engaged in social media
Employee has a Facebook account or LinkedIn profile
Shares articles with friends or tweets news
Posts to discussion boards or uploads photos

We Want to Encourage Employee Participation
Army of 4,000 Engaging the Community,
Sharing Insight and Promoting Salesforce
Help answer customer’s questions Show customers we’re listening to their product ideas Share our knowledge and expertise Promote videos you find useful Connect the dots and uncover sales opportunities Re-tweet Salesforce news to your network

We Have to Be Careful Undo

Social Media Policy Provides Clear Rules What’s Out of Bounds Who To Escalate To
What is in bounds
What is out of bounds
Who to escalate things to
Every Employee is responsible for reading and adhering to the rules salesforce.com/sociamediapolicy

#1 Don’t Share Company or Financial Secrets
Things Not to Talk About
Revenue
Expense management or hiring
Share price
Growth by product line, vertical or region
Analyst commentary about the Company
Potential or pending acquisitions or investments
Industry rumors
Deals in the pipeline
Pricing
Unannounced customers
Future product release dates
Security and performance of our service
Executive leadership
Salesforce Salesforce Announces Record 3 rd Quarter Results http://tinyurl.com/9Nqp6u About 1 hours ago Laurie RT @Salesforce Announces Record 3 rd Quarter Results http://tinyurl.com/9Nqp6u About 3 hours ago SamPiper On my way to Chicago to help United roll out Salesforce.com http://tinyurl.com/9Nqp6u About 4 hours ago Lornali @Bholden advanced Territory Management should be available in the November timeframe About 5 hours ago Kiden00 @Tumba Salesforce seems to be working now. It was a short 30 minute outage. About 4 hours ago Cannel @Tumba you can visit http://trust.salesforce.com for the latest system status and security information. About 4 hours ago EliSpear Just finished my best month this year. We’re hiring like crazy. Grabbing drinks with the team, swing by if you can. About 6 hours ago SamAwaa Salesforce stock is on-fire. Even Goldman Sachs has Salesforce as a buy at $80 a share! About 4 hours ago Examples If you have any question about the appropriateness of a contribution, review it first with your manager .

#2 Be Honest and Transparent
Rules to Live by
Do not contribute anonymously
If you are talking about things related to salesforce.com;
Disclose your company affiliation – maybe even link to your linked-in profile in your bio
Make it clear that “I work for salesforce.com but these words are my own”
To remain compliant with advertising laws, if you are making an endorsement or promoting a product or service, your statements must be honest and accurate
Sarah McIntosh Account Executive Salesforce.com Steven my name is Sarah and I cover Boston for Salesforce.com. I’d be happy to introduce you to some reference customers who can share their experience using Microsoft CRM. Posted 3 days ago | Reply Privately Nick S Sales VP Microsoft CRM is terrible. Don’t waste your time with it. Posted 3 days ago | Reply Privately

#3 Be Respectful
Always respect your audience
Do not use ethnic or racial slurs, personal insults, or obscenity in your community participation
No personal attacks – in general only comment on companies or models
Do not disparage our employees, customers, partners or prospects

#4 Don’t Make Forward Looking Statements Next Release “ Oh yea, that feature will be coming with our next release” “ Ah, it must have slipped or been de-prioritized on our roadmap.”

#5 Don’t Register Channels without Consent
Why Does This Create a Problem?
We don’t have control over the brand
Can’t tell the difference between official and unofficial
Risk breaking trust with our customers because there isn’t centralized control over passwords and contributors
It can be difficult migrating a community once it’s taken on a life of it’s own
Worst-Case Example Register Channels in Advance with Erica Kuhl Community Manager on the Social Media Team

Other Tips for Posting Online
Know your audience
Be interesting
Conversations are a two-way street
Remember that quality matters
Think before you post
Adjust your privacy settings

Who to Contact for Help?
Don’t be afraid to escalate questions
Public Relations Team
Social Media Team
Legal Department
Open discussions about the policy and real-world scenarios on our Chatter Group: Social Media Policy
Get to know other company resources on the website
Public Relations http://www.salesforce.com/company/news-press/
Investor Relations http://salesforce.com/company/investor/
System Status, Security, Privacy http://trust.salesforce.com

Get Started Today!
Join the Conversation
answers.salesforce.com ideas.salesforce.com blogs.salesforce.com salesforce.com/youtube salesforce.com/linkedIn salesforce.com/twitter salesforce.com/facebook salesforce.com/flicker developer.force.com appexchange.com salesforce.com/sociamediapolicy

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Salesforce Social Media Policy Training

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