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Speck media social media policy and governance model

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Many industries like Health Care and Financial Services want to be involved in social media but are wary due to industry regulations when it comes to social. Read our 'Social Media Policy and …

Many industries like Health Care and Financial Services want to be involved in social media but are wary due to industry regulations when it comes to social. Read our 'Social Media Policy and Governance" white paper. It explains what organizations can do to protect and pre spare themselves for social media regulations.

Published in: Social Media, Business, Technology

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  • 1. Social Media Policy and Governance what is it? + how we can help This document has been prepared for restricted distribution and contains materials and information that SPECK Media Inc. considers confidential, proprietary, and significant for the protection of its business. The distribution of this document is limited solely to those either actively involved in evaluation and selection of SPECK Media Inc. as the firm to conduct proprietary. © 2011 SPECK Media. All rights reserved. Confidential andthis assignment, or those that will be involved with the program described within.
  • 2. Social media is in full swing but policy and governance isn't According to a survey by eMarketer in June 2012, companies that are using social media for conversations, marketing, fundraising and promotions and other types of communication, don’t have a policy or even a governance model in place. © 2012 SPECK Media. All rights reserved. Confidential and proprietary.
  • 3. A policy and governance model for social media needs to be the core of your social media strategy We always start with ideas first, this is by nature. But when ideas lead to actions by others we need to begin to think of a social media policy and governance in order to stay in control of the conversation. © 2012 SPECK Media. All rights reserved. Confidential and proprietary.
  • 4. We work with you to detail a policy and a governance model that fits your company We suggest companies develop a social media governance model in order to: ! - cover how employees should engage via social media channels ! - this document is a collection of policies, guidelines, processes, and educational resources to guide employees and advocates to successfully represent the company in all social media activities. © 2012 SPECK Media. All rights reserved. Confidential and proprietary.
  • 5. What is the makeup of a social media policy and governance model? Below is the Table of Contents for this deliverable. ! 1 - Frequency and Process of Updates
 A. We will define the frequency of updates and the process for those updates on all social media channels that a company has. ! 2 - Branding Guidelines A. We will clearly call out the branding guidelines for a company’s social media channels. ! 3 - Education A. Our governance model will include responding to feedback, both positive and negative. B. Outlining and defining the escalation process for three types of feedback • Complaints • Untruths • Other Issues C. Providing three additional graphics outlining the above. Each graphic will be modified specifically, citing people and process D. Including a flow chart escalation piece, which will document the process around a complaint or untruth. ! 4 - Approval Process and Community Planning A. Our governance model will clearly call out what approval processes are in place for employees to engage in social media. It will answer questions such as: Can everyone participate or only members of certain external-facing groups can engage via our company’s social channels? What is the process for getting approval for an official account? We will also have a continuity plan, which covers not only how accounts are set up but how the account will be transitioned to a new owner, if needed. B. - Detailed examples of how to handle each of the three types of feedback (game plan, response) based on best practices. © 2012 SPECK Media. All rights reserved. Confidential and proprietary.
  • 6. Social Media Policy and Governance Model / Project Lifecycle The project lifecycle entails: ! - Listening and understand from a company’s Marketing Team and and Executive Management what they would like to see in the model. ! - Understanding how the organizational structure of a company’s Marketing Team deals with social media feedback and sharing with them ‘best practices’ on how all types of Marketing Departments deal with social media feedback. ! - Changing, adding and finalizing the document with multiple review sessions with a company’s Marketing Team in order for ratification and acceptance of the model with internal compliance. ! - Conducting any in-person meeting or calls regarding the model. In the present and future. © 2012 SPECK Media. All rights reserved. Confidential and proprietary.
  • 7. Breakdown of deliverables and activities Main Deliverable #1: Finalized Social Media Policy and Governance Model document ! Deliverable Format: PowerPoint, PDF and presentation to (Marketing Team) Related Activities and Outputs: ! ! 1 - Definition of Scope We will define what is and isn’t covered by our governance model. We will call out the specific social channels. We will define the global scope. ! - Frequency and Process of Updates 2 Given that social media is evolving at the pace of light, our governance model will need regular review and update. We will define the frequency of updates and the process for those updates. This will ensure that our governance model is not outdated and provides clarity on how the updates are made. We will define which employees need to participate in the review. ! - Branding Guidelines 3 We will clearly call out the branding guidelines for our external channels. The same principles that govern the design of all our external-facing communications such as website, collateral, etc. should be applied to official social channels. This would include, but not limited to, branded templates for our social channels like Twitter, social sharing & follow icons, as well as the use of company logo and related elements on external-facing channels. ! - Education 4 Our governance model will include responding to customer feedback, both positive and negative. Typically, it’s the customer support and PR organizations that are tasked with the responsibility of responding to customer feedback. However, social media is breaking down the traditional boundaries which call for us to define this and stick to it. ! - Approval Process and Community Planning 5 Our governance model will clearly call out what approval processes are in place for employees to engage in social media. It will answer questions such as: Can everyone participate or only members of certain external-facing groups can engage via our company’s social channels? What is the process for getting approval for an official account? We will also have a continuity plan, which covers not only how accounts are set up but how the account will be transitioned to a new owner, if needed. 3 weeks Meetings or Client support: Work is done offsite and subsequent presentation meeting © 2012 SPECK Media. All rights reserved. Confidential and proprietary.
  • 8. Social Media Strategy! more about us We specialize in it At SPECK Media all we do is social media. Every project is based on insights into the needs and aspirations of your customers as we develop a deeper understanding of how the power of social media and technology networks can be leveraged to change the economics of your business and facilitate new business and networked marketing models. To see more go to the site: http:// www.speckmedia.com or follow us on Facebook or Twitter to see what we are talking about. We have a process for doing it At SPECK Media following our process is the best way to ensure that results are true to form and delivery is efficient. Over the past three years of delivering social media projects for Fortune 500 companies, SPECK Media’s process has become clear. Today it is what we use on every project we embark on. See the process at: http:// www.slideshare.net/mikeylis/social-media-design-process-explained © 2012 SPECK Media. All rights reserved. Confidential and proprietary.