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Salesforce Social Media Policy Training


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This training deck was put together to help training Salesforce Employees on our new Social Media Policy (also available on Slideshare).

We published it in the public domain so that other companies formulating their own social media policy can use it as a reference.

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Salesforce Social Media Policy Training

  1. 1. Salesforce Social Media Policy Employee Training July 2010
  2. 2. Broad Change in Internet Usage <ul><li>Have to recognize, virtually every employee </li></ul><ul><li>is engaged in social media </li></ul><ul><li>Employee has a Facebook account or LinkedIn profile </li></ul><ul><li>Shares articles with friends or tweets news </li></ul><ul><li>Posts to discussion boards or uploads photos </li></ul>
  3. 3. We Want to Encourage Employee Participation <ul><li>Army of 4,000 Engaging the Community, </li></ul><ul><li>Sharing Insight and Promoting Salesforce </li></ul>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
  4. 4. We Have to Be Careful Undo
  5. 5. Social Media Policy Provides Clear Rules What’s Out of Bounds Who To Escalate To <ul><li>What is in bounds </li></ul><ul><li>What is out of bounds </li></ul><ul><li>Who to escalate things to </li></ul>Every Employee is responsible for reading and adhering to the rules
  6. 6. #1 Don’t Share Company or Financial Secrets <ul><li>Things Not to Talk About </li></ul><ul><li>Revenue </li></ul><ul><li>Expense management or hiring </li></ul><ul><li>Share price </li></ul><ul><li>Growth by product line, vertical or region </li></ul><ul><li>Analyst commentary about the Company </li></ul><ul><li>Potential or pending acquisitions or investments </li></ul><ul><li>Industry rumors </li></ul><ul><li>Deals in the pipeline </li></ul><ul><li>Pricing </li></ul><ul><li>Unannounced customers </li></ul><ul><li>Future product release dates </li></ul><ul><li>Security and performance of our service </li></ul><ul><li>Executive leadership </li></ul>Salesforce Salesforce Announces Record 3 rd Quarter Results About 1 hours ago Laurie RT @Salesforce Announces Record 3 rd Quarter Results About 3 hours ago SamPiper On my way to Chicago to help United roll out 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 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 .
  7. 7. #2 Be Honest and Transparent <ul><li>Rules to Live by </li></ul><ul><li>Do not contribute anonymously </li></ul><ul><li>If you are talking about things related to; </li></ul><ul><ul><li>Disclose your company affiliation – maybe even link to your linked-in profile in your bio </li></ul></ul><ul><ul><li>Make it clear that “I work for but these words are my own” </li></ul></ul><ul><li>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 </li></ul>Sarah McIntosh Account Executive Steven my name is Sarah and I cover Boston for 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
  8. 8. #3 Be Respectful <ul><li>Always respect your audience </li></ul><ul><li>Do not use ethnic or racial slurs, personal insults, or obscenity in your community participation </li></ul><ul><li>No personal attacks – in general only comment on companies or models </li></ul><ul><li>Do not disparage our employees, customers, partners or prospects </li></ul>
  9. 9. #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.”
  10. 10. #5 Don’t Register Channels without Consent <ul><li>Why Does This Create a Problem? </li></ul><ul><li>We don’t have control over the brand </li></ul><ul><li>Can’t tell the difference between official and unofficial </li></ul><ul><li>Risk breaking trust with our customers because there isn’t centralized control over passwords and contributors </li></ul><ul><li>It can be difficult migrating a community once it’s taken on a life of it’s own </li></ul>Worst-Case Example Register Channels in Advance with Erica Kuhl Community Manager on the Social Media Team
  11. 11. Other Tips for Posting Online <ul><li>Know your audience </li></ul><ul><li>Be interesting </li></ul><ul><li>Conversations are a two-way street </li></ul><ul><li>Remember that quality matters </li></ul><ul><li>Think before you post </li></ul><ul><li>Adjust your privacy settings </li></ul>
  12. 12. Who to Contact for Help? <ul><li>Don’t be afraid to escalate questions </li></ul><ul><ul><li>Public Relations Team </li></ul></ul><ul><ul><li>Social Media Team </li></ul></ul><ul><ul><li>Legal Department </li></ul></ul><ul><li>Open discussions about the policy and real-world scenarios on our Chatter Group: Social Media Policy </li></ul><ul><li>Get to know other company resources on the website </li></ul><ul><ul><li>Public Relations </li></ul></ul><ul><ul><li>Investor Relations </li></ul></ul><ul><ul><li>System Status, Security, Privacy </li></ul></ul>
  13. 13. Get Started Today! <ul><li>Join the Conversation </li></ul>