Building a solid foundation
Social media policies, best practices and
ethics for your organization
May 14, 2009

“This leg is for people who like running up hills.”
http://www.flickr.com/photos/mike-warren/1806437041/

http://www.flickr.com/photos/shuttercat7

http://www.flickr.com/photos/damiel/178236747/

Blogging policy

http://www.flickr.com/photos/emerald2810

External Policies

Source: http://www.respectresearchgroup.org

Yes Is the post positive or balanced?
No
CONCURRENCE TROLLS
A factual and well cited post, Is the person dedicated to
which may agree or disagree degrading others? Yes MONITOR ONLY
with you yet is not factually Avoid responding to
No
erroneous, a rant or rage, specific posts; monitor
RAGER Yes
bashing or negative in nature. and flag internally
Is the posting a rant, rage, joke
You can concur with the post, or satirical?
let stand or provide a positive No
review.
MISGUIDED FIX THE FACTS
Do you want to respond? Yes Do you wish to respond
Are there erroneous facts?
with factual information?
No No
UNHAPPY CUSTOMER RESTORATION
LET STAND Yes Is the posting a result of a Yes Do you wish to rectify the
Let the post stand – negative experience? situation reasonably?
no response
Yes
RESPONSE CONSIDERATIONS
Transparency Cite sources Timeliness Tone Influence
Adapted from Air Force Web Posting Response Assessment

http://www.flickr.com/photos/justinjovellanos

• Wikipedia
• Ghost Blogging
• Astroturfing
• Online Personas

When you edit
Username
OR
‘Anonymous’
BUT
Sometimes IP addresses can be
traced back
Source: Virgil Griffith

WikiScanner.virgil.gr

• Neutral Point Of View
• ‘Discussion’ page
• Follow the established process
• Don’t attack others

http://www.flickr.com/photos/wicks

delicious.com/davefleet/ALIpolicies
email: fleet@thornleyfallis.com
phone: 416-515-7517 x332
blog: http://davefleet.com
twitter: @davefleet
Questions?