One of the best things about working at Econsultancy is that we’re not sticklers for rules and regulations. We hire people, trust them to do a great job, and give them the independence to get on with things.
Nevertheless, as the team grows there needs to be a few internal ‘house guidelines’ for staffers, so we’re all singing from the same songsheet.
Late last year I shared our ‘What Econsultancy’s about’ slidehow, which we created to help new staff to understand what we do, and how and why we do it.
Now I’d like to share our social media guidelines with you.
My favourite social media policy of all time is Zappos’ ‘Be real and use your best judgement’, which is about as concise as it’s possible to be. There are some other good ones out there too.
We have 10 guidelines that are – I hope – meaningful and sensible.
1. Listen closely. That’s what your ears are for.
2. Respond to questions / queries / concerns in a timely fashion.
3. When you respond, remember that you are a human, not a PRbot. A little personality is more than ok.
4. Have a thick skin and take all criticism on the chin (but stick up for yourself where necessary).
5. Learn the difference between cheekiness and spamminess. Kiss the former, kill the latter.
6. Coordination and consistency (of messaging) is important. Talk among yourselves.
7. Raise flags internally, as and when appropriate.
8. Denial, wool-pulling and hole-digging is bad. Admitting mistakes and saying sorry is good (relatively speaking).
9. Always pause for a moment in private before you reply in public.
10. Be responsible.
And that’s it. There is an alternative version, by Econsultancy social media manager Matt Owen, who sums up the above in a Zappos-style one-liner: “Be nice, don’t tell porkies, don’t feed the trolls…”.
Do you use guidelines for social media? Anything to add (or subtract)? Please leave a comment below if you do…
[Image by Joe Shlabotnik via Flickr, various rights reserved]