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Corporate Social Media Guidelines Protecting your organization  from Hidden Risks.
KPMG: Ten to-do's for audit committees in 2010 How Important is Social Media Understand the company's policy on the use of Twitter and other Social Media networks to reach Investors and customers. http://www.accountingweb.com/topic/kpmg-ten-dos-audit-committees-2010
Revealed: Which social networks pose the biggest risk? Biggest Risk in a Social Network? Over 500 Firms Polled “...sizeable pool of information for hackers.”   “Sites like LinkedIn provide hackers with what is effectively a corporate directory, listing your staff's names and positions. This makes it child's play to reverse-engineer the email addresses of potential victims.” According to the Sophos Security Threat Report 2010 http://www.sophos.com/blogs/gc/g/2010/02/01/revealed-social-networks-pose-biggest-risk/
Bigger risks with younger employees than older ones. SN Risk: Managing the Inevitable “According to the survey, about 50 % of those responding use Web-based social networking to make new friends” “The problem lies in the tendency for experienced social networkers to continue to initiate new friendships, friendships with people they’ve never actually met.” “So the 1st element is making a person feel accepted, part of a group of at least two.  This isn’t difficult for experienced social engineers.”  Does your organization block use of social networking sites? Yes No Don’t Know  Does your organization address social networking in its acceptable use policy? Yes No Don’t Know http://blogs.techrepublic.com.com/security/?p=730
Defending against the inevitable SN Risk: Managing the Inevitable “Block use of public social networking sites from the office is a strong recommendation.  This will help protect your data or social engineered information, about your company or network, from finding its way directly from the employee’s desk or your network, to either a social networking site or a friend met at such a site. “Implement DLP*.  Know where and how your data is moving.  If an online ‘friend’ of one of your employees happens to gain access because of sharing activities, you will be able to block data loss or at least know it’s happening.” Block use of Social Networking Sites from Office. Implement Data Leakage Prevention Know where your data is moving Create, edit, or update your social media policies.  http://blogs.techrepublic.com.com/security/?p=730 * DLP (data leakage prevention
Social Media Policy the 1st line of defense What Every Company Should Know About Social Media Policy 1 in 3 companies has a social media policy in place.  Part of the problem is that a social media policy is a misnomer. Your company should have social mediapolicies. socialmediaexplorer.com http://www.socialmediaexplorer.com/2010/02/03/what-every-company-should-know-about-social-media-policy/
Social Media Policies What Every Company Should Know About Social Media Policy It’s not just making rules for who can blog and say they work for you. It’s more than just telling employees what they can and cannot do on company computers. Three Main Groups of Policies ,[object Object]
Employee Policies
Corporate Policies
Employee Code of Conduct for :
Online Communications
Company Representation in Online Communications
Employee:
Blogging Disclosure Policy
Facebook Usage Policy
Personal Blog Policy
Personal Social Network Policy
Personal Twitter Policy
LinkedIn Policyhttp://www.socialmediaexplorer.com/2010/02/03/what-every-company-should-know-about-social-media-policy/ socialmediaexplorer.com
Social Media Policies What Every Company Should Know About Social Media Policy ,[object Object]
Blogging Policy
Blog Use Policy
Blog Post Approval Process
Blog Commenting Policy
Facebook Brand Page Usage Policy
Facebook Public Comment/Messaging Policy
Twitter Account Policy
YouTube Policy
YouTube Public Comment Policy
Company Password PolicyWhile it may seem frivolous to spell out policies for every social network, that’s not quite the point. Different networks have different implications for different companies. http://www.socialmediaexplorer.com/2010/02/03/what-every-company-should-know-about-social-media-policy/ socialmediaexplorer.com
Social Media Policies Few Companies Have Policy for Employee Use of Social Networks Does Your Company have a written policy? Does it include all or part of the listing? What challenges did you find writing it or are concerned you will find? emarketer.com http://www.emarketer.com/Article.aspx?R=1007493
Dell Sucks becomes Dell Hell ,[object Object]
Jeff Jarvis, Journalist, wrote on his blog about his frustration of poor customer service by Dell. With the Title “Dell Sucks”.
Thousands of people where having the same issues.
Biggest Issue:
Dell was Not:
Reading Blogs
Listening
Dell’s policy on blogs was do not touch them. JEFF JARVIS @JeffJarvis buzzmachine.com
Learn from Dell : Embrace ,[object Object]
Start at Google:
Search for your company, team, yourself.
Same search on Blogs:
Technorati, Icerocket, & BlogPulse, Youtube, Twitter, & Facebook.
Respond to People
Do it yourself!
Try to solve problems online
Put Yourself in their own shoes
Set up your own blog.
Don’t Forget to thank your customer. puertoblogs.com
Dell Doing it Everywhere ,[object Object]
Didn’t shy away from obstacles
Cultivating a cross-platform community
Multiple Twitter handles
Network of Blogs
Very active on Facebook
1 of the few companies to publicly state a ROI from
1 Million In Revenuecommunity.dell.com dell.com/twitter

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Corporate Social Media Guidelines - Protecting Your Organization From Hidden Risks

  • 1. Corporate Social Media Guidelines Protecting your organization from Hidden Risks.
  • 2. KPMG: Ten to-do's for audit committees in 2010 How Important is Social Media Understand the company's policy on the use of Twitter and other Social Media networks to reach Investors and customers. http://www.accountingweb.com/topic/kpmg-ten-dos-audit-committees-2010
  • 3. Revealed: Which social networks pose the biggest risk? Biggest Risk in a Social Network? Over 500 Firms Polled “...sizeable pool of information for hackers.”   “Sites like LinkedIn provide hackers with what is effectively a corporate directory, listing your staff's names and positions. This makes it child's play to reverse-engineer the email addresses of potential victims.” According to the Sophos Security Threat Report 2010 http://www.sophos.com/blogs/gc/g/2010/02/01/revealed-social-networks-pose-biggest-risk/
  • 4. Bigger risks with younger employees than older ones. SN Risk: Managing the Inevitable “According to the survey, about 50 % of those responding use Web-based social networking to make new friends” “The problem lies in the tendency for experienced social networkers to continue to initiate new friendships, friendships with people they’ve never actually met.” “So the 1st element is making a person feel accepted, part of a group of at least two.  This isn’t difficult for experienced social engineers.”  Does your organization block use of social networking sites? Yes No Don’t Know Does your organization address social networking in its acceptable use policy? Yes No Don’t Know http://blogs.techrepublic.com.com/security/?p=730
  • 5. Defending against the inevitable SN Risk: Managing the Inevitable “Block use of public social networking sites from the office is a strong recommendation.  This will help protect your data or social engineered information, about your company or network, from finding its way directly from the employee’s desk or your network, to either a social networking site or a friend met at such a site. “Implement DLP*.  Know where and how your data is moving.  If an online ‘friend’ of one of your employees happens to gain access because of sharing activities, you will be able to block data loss or at least know it’s happening.” Block use of Social Networking Sites from Office. Implement Data Leakage Prevention Know where your data is moving Create, edit, or update your social media policies. http://blogs.techrepublic.com.com/security/?p=730 * DLP (data leakage prevention
  • 6. Social Media Policy the 1st line of defense What Every Company Should Know About Social Media Policy 1 in 3 companies has a social media policy in place. Part of the problem is that a social media policy is a misnomer. Your company should have social mediapolicies. socialmediaexplorer.com http://www.socialmediaexplorer.com/2010/02/03/what-every-company-should-know-about-social-media-policy/
  • 7.
  • 10. Employee Code of Conduct for :
  • 12. Company Representation in Online Communications
  • 20.
  • 25. Facebook Brand Page Usage Policy
  • 30. Company Password PolicyWhile it may seem frivolous to spell out policies for every social network, that’s not quite the point. Different networks have different implications for different companies. http://www.socialmediaexplorer.com/2010/02/03/what-every-company-should-know-about-social-media-policy/ socialmediaexplorer.com
  • 31. Social Media Policies Few Companies Have Policy for Employee Use of Social Networks Does Your Company have a written policy? Does it include all or part of the listing? What challenges did you find writing it or are concerned you will find? emarketer.com http://www.emarketer.com/Article.aspx?R=1007493
  • 32.
  • 33. Jeff Jarvis, Journalist, wrote on his blog about his frustration of poor customer service by Dell. With the Title “Dell Sucks”.
  • 34. Thousands of people where having the same issues.
  • 39. Dell’s policy on blogs was do not touch them. JEFF JARVIS @JeffJarvis buzzmachine.com
  • 40.
  • 42. Search for your company, team, yourself.
  • 43. Same search on Blogs:
  • 44. Technorati, Icerocket, & BlogPulse, Youtube, Twitter, & Facebook.
  • 47. Try to solve problems online
  • 48. Put Yourself in their own shoes
  • 49. Set up your own blog.
  • 50. Don’t Forget to thank your customer. puertoblogs.com
  • 51.
  • 52. Didn’t shy away from obstacles
  • 56. Very active on Facebook
  • 57. 1 of the few companies to publicly state a ROI from
  • 58. 1 Million In Revenuecommunity.dell.com dell.com/twitter
  • 59. Dell Doing it Everywhere
  • 60.
  • 61. The greater risk is ignoring the conversation that is going on with or without you. JEFF JARVIS Journalist & Author @JeffJarvis Buzzmachine.com
  • 62. Corporate Social Media Guidelines Morgan Johnston’s Quote | Via Twitter Morgan Johnston Manager Corporate Communications @MHJohnston knitwitr.tumblr.com Always ask for Permission when quoting someone
  • 63. Opportunities / Threats Threats / Risks Opportunities Customer’s or Disgruntled employees can create groups to defame a company & disperse sensitive Information. Passing over a possible good candidate based on profile information, pictures, & other postings. The competition can also monitor You. Open Up Fan Page or Group to reach out. Recruiting tool for young professionals looking to join your company and worldwide connections with other professionals. Magazine’s like CIO.com are posting information Monitor the competition’s presence.
  • 64. Opportunities / Threats Opportunities HR Department uses it to keep in touch with present and past employees. Posting relevant articles, press releases, public company information, and get feedback. Connecting and finding opportunities by creating and joining groups of interest. Threats / Risks Customer’s or Disgruntled employees can create groups to defame a company & disperse sensitive Information. Passing over a possible good candidate based on profile information, pictures, & other postings. The competition can also monitor You.
  • 65. Opportunities / Threats Opportunities Links to articles related to professional seminars, conferences, & traditional media. Connecting with potential clients, influencers and leads. Instant customer service issues & monitoring of public relations issues. Threats / Risks Some links to articles may be spam and malware for computer. Could be pressured by the competition or other 3rd parties to engage in company vs. company discussions. Without presence you risk losing customer’s by not being able to solve the issue.
  • 66. Guilty of one of these security oversights? 7 Deadly Sins of Social Networking Security Over Sharing Company Activities Mixing personal with professional Engaging in Tweet (or other social network) Rage Believing he/she who dies with the most connections wins Password Sloth Trigger Finger Endangering yourself and others CSOonline.com http://www.csoonline.com/article/496314/Seven_Deadly_Sins_of_Social_Networking_Security
  • 67.
  • 68. Maybe the company is developing a new car that runs on curbside trashCSOonline.com http://www.csoonline.com/article/496314/Seven_Deadly_Sins_of_Social_Networking_Security
  • 69. 2. Mixing personal with professional 7 Deadly Sins of Social Networking Security Know objectives of why you are on social networks. Remember to post carefully your words are now public across the internet. What you share with your family and friends may not be considered appropriate with business contacts an example would be pictures. Some folks separate facebook for friends and business contacts with linkedin.com. Some folks who work in media have to get people’s interest and need to be on as many social networks as possible in order to promote business. CSOonline.com http://www.csoonline.com/article/496314/Seven_Deadly_Sins_of_Social_Networking_Security
  • 70. 3. Engaging in Tweet (or Facebook/LinkedIn/Myspace) rage: 7 Deadly Sins of Social Networking Security Rants look childish and immature.   May be looking at your rant for years. Would be the equivalent as sending an angry email. Too Fat to Fly Southwest? Kevin Smith Hollywood Writer & Director Movies: Jersey Girl (2004), Fan Boy (2009), and others. http://www.csoonline.com/article/496314/Seven_Deadly_Sins_of_Social_Networking_Security
  • 71. 4. Believing he/she who dies with the most connections wins: 7 Deadly Sins of Social Networking Security Some folks such as people on Linkedin who are all about the number of people they are connected too, not who or how they know you. Their friends could connect with you very easily. Verify person’s account, don’t add them unless you know them. Ask why they want to connect & research who they are. If you can’t identify 1 person on their list, might not want to connect or send them to LinkedIn Jail. CSOonline.com http://www.csoonline.com/article/496314/Seven_Deadly_Sins_of_Social_Networking_Security
  • 72. 5. Password Sloth 7 Deadly Sins of Social Networking Security Don’t use same password for all social networks, banking, or work accounts. Someone is likely to figure the information out and get your information. "Using the same password on several sites is like trusting the weakest link in a chain to carry the same weight. Every site has vulnerabilities, plan for them to be exploited." CSOonline.com http://www.csoonline.com/article/496314/Seven_Deadly_Sins_of_Social_Networking_Security
  • 73. 6. Trigger Finger 7 Deadly Sins of Social Networking Security Clicking all links and applications. Bad guys could send you links to give your pc/laptop malware. 7. Endangering yourself and others Posting birthday information, too much detail on family and friends , they could become the target of an identity thief or even a kidnapper. CSOonline.com http://www.csoonline.com/article/496314/Seven_Deadly_Sins_of_Social_Networking_Security
  • 74. 9 or 10 Ways to Stumble in SM Gaming the System Putting on a Puppet Show Flogging Playing Coy Forgetting your Users Acting like you own the place Looking down your nose Letting it slide Pitching without looking:
  • 75.
  • 76. Virgil Griffith's Wikipedia Scanner could make your life a PR misery.
  • 77. Brainchild of Cal Tech computation and neural-systems graduate student.
  • 78. Searchable database ties millions of anonymous Wikipedia edits to organizations where edits apparently originated, by cross-referencing the edits with data on who owns the associated block of internet IP addresses.
  • 79.
  • 80.
  • 81. but in reality the creation of a marketing firm.
  • 82. The blog was designed to become a meme, spreading virally across the Internet, and in a way it did.
  • 83. but not the way anyone at Sony would have wanted.
  • 84.
  • 85. Camping overnight in Wal-Mart parking lots and telling stories about the wonderful people they met.
  • 86. Remarkable number of whom had glowing things to say about Wal-Mart.None of this was untrue; the couple was genuine, the RV was an RV, and nobody's disputing the stories people were telling. But what the blog didn't mention – anywhere whole thing was paid for by Wal-Mart itself from airfares to the RV itself. The blog was outed, the story hit the mainstream media, and both Wal-Mart and their PR firm, Edelman, were left looking very much like they'd tried to pull something sleazy.
  • 87.
  • 88. Many organizational blogs written in market-ese and utterly failing to engage visitors.
  • 89. The flip side of the nothing-but-spin blog is the nothing-but-nothing blog.
  • 90. CEO letting us Know how neat his trip was.
  • 95.
  • 96. Looking Down Your Nose Your selection of quality goods is so impressive; your blogger engagement strategy... not so much. In January 2008, a blogger asked Target to explain one of their ads, which she felt was sexually exploitive. Target's PR department replied by email: "Unfortunately we are unable to respond to your inquiry because Target does not participate with nontraditional media outlets.” That garnered them a bunch of ill-will in the blogging world... and some bad press in one of those more traditional media outlets that Target prizes so highly.
  • 97. Letting it Slide Setting up a blog or other social web presence is the easy part. The real work comes in doing the gardening: Seeding new content Nurturing the shoots of new community When necessary, weeding out abuses. Canadian politician Paul Martin launched a blog that went months without new posts The Blog became an embarrassment. You don't have to search too far to find blogs and forums that have become playgrounds for comment spam.
  • 98. Pitching Without Looking Engaging with bloggers? Good idea Firing off impersonal pitches with no idea who you're talking to? Bad idea Blogs are highly personal endeavors Only a few earn income for their creators The rest are labors of love. Treat them that way. Suggestion - Read a blog for at least a week, then join its commenting community, and then try pitching the author – in a personal way that relates directly to the blog's focus.
  • 99.
  • 100. Respect your audience and the community you're engaging understand that this can be hard work
  • 102.
  • 103. blogs
  • 104. wikis
  • 107.
  • 109. Yelp
  • 113. or comment on online media stories
  • 114.
  • 115. If writing about a competitor use
  • 117. Identify that you represent or work for an entity
  • 118.
  • 119. True
  • 120.
  • 121.
  • 122. Make sure your efforts to be transparent don't violate company's
  • 125.
  • 126.
  • 127. do not disengage from the conversation abruptly.Feel free to ask the PR Director for advice and/or to disengage from the dialogue in a polite manner that reflects well on your Company.
  • 128.
  • 129. make sure you behave diplomatically
  • 130. have the facts straight
  • 131.
  • 133.
  • 134. Even anonymous comments may be traced back to your or company’s IP address.
  • 135.
  • 138. What you publish is widely accessible and will be around for a long time, so consider the content carefully.
  • 139. Google has a long memory.NOTE: Mainstream media inquiries must be referred to the Director of Public Relations.
  • 140.
  • 141. Organization creates a social media presence & nobody participates.
  • 143. but the conversations quickly veers off-topic or into belligerent shouting matches.
  • 144. Others start off well, but can't sustain their momentum
  • 145.
  • 146. staffing up to encourage participation and put out fires.
  • 147. both knowing and pushing the limits of your organizational.
  • 148. These can all help. But nothing works quite as well as knowing social media in your bones, and that means diving in yourself.
  • 149. First Steps Build accounts, quickly start using various platforms to listen for your name, your competitor’s names, words that relate to your space. (Listening always comes first.) Add a picture. Your Audience wants to see you. Talk to people about THEIR interests, too. I know this doesn’t sell more, but it shows us you’re human. Point out interesting things in your space, not just about you. Share links to neat things in your community. Don’t get stuck in the apology loop. Be helpful instead. Be wary of always pimping your stuff. Your fans will love it. Others will tune out. Promote your employees’ outside-of-work stories.
  • 150. Ideas On How To Handle SM Instead of answering the question, “What are you doing?”, answer the question, “What has your attention?” Have more than one person involved at the company. People can quit. People take vacations. It’s nice to have a variety. When promoting a blog post, ask a question or explain what’s coming next, instead of just dumping a link. Ask questions. SM is GREAT for getting opinions. Follow interesting people. If you find someone who uses SM in an interesting way, see who they interact with, and interact with them. When you DO talk about your stuff, make it useful. Give advice, blog posts, pictures, etc. Share the human side of your company. If you’re bothering to update, blog, or tweet it means you believe social media has value for human connections. Point us to pictures and other human things.
  • 151. Some sanity for you You don’t have to read every update, blog, & tweet. You don’t have to reply to every message directed to you (try to reply to some, but don’t feel guilty). Use direct messages for 1-to-1 conversations if you feel there’s no value to Twitter, blog, or a public update to hear the conversation. Use services like Twitter Search to make sure you see if someone’s talking about you. Try to participate where it makes sense. Third party clients like Tweetdeck and Twhirl make it a lot easier to manage Twitter. If you update or tweet all day while your coworkers are busy, you’re going to hear about it.
  • 152. If you’re representing clients and billing hours, and tweeting all the time, you might hear about it. Learn quickly to use the URL shortening tools like TinyURL and all the variants. It helps tidy up your tweets. If someone says you’re using twitter wrong, forget it. It’s an opt out society. They can unfollow if they don’t like how you use it. Commenting on others’ tweets, and retweeting what others have posted is a great way to build community. Some sanity for you (continued)
  • 153. The Negatives People Will Throw At You Social Media takes up time. SM takes you away from other productive work. Without a strategy, it’s just typing. There are other ways to do this. SM doesn’t replace customer service. Most SM platforms are buggy and not enterprise-ready. SM is just for technonerds. SM’s is effective for a few million people. (only) SM doesn’t replace direct email marketing. SM opens the company up to more criticism and griping.
  • 154. Some Positives to Throw Back SM helps one organize great, instant meetups (tweetups). SM works swell as an opinion poll. SM can help direct people’s attention to good things. SM at events helps people build an instant “backchannel.” SM breaks news faster than other sources, often (especially if the news impacts online denizens). SM gives businesses a glimpse at what status messaging can do for an organization. SM brings great minds together, and gives you daily opportunities to learn (if you look for it, and/or if you follow the right folks). SM gives your critics a forum, but that means you can study them. SM helps with business development, if your prospects are online. SM can augment customer service. (but see above)
  • 155. Contact us! Contact US! CIMA IT Solutions Corp. info@cimapr.net TWITTER : @infosecpr| @twitpuerto RaúlColón, CISA, CGEIT @ConsultantRC rcolon@cimapr.net

Editor's Notes

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