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Slide Notes
Description:
A robust social media policy should answer some basic questions:
Who has the right to post?
Who can create a library social media account?
What can we write about?
How will we protect patron privacy?
Who has oversight in an emergency?
What permission do you need for photographs?
Most importantly, how do you write a policy that doesn't choke experimentation and innovation?
Lisa has been writing and supervising library social media since 2009 and just helped update the social media policy and guidelines for her county.
A robust social media policy should answer some basic questions:
Who has the right to post?
Who can create a library social media account?
What can we write about?
How will we protect patron privacy?
Who has oversight in an emergency?
What permission do you need for photographs?
Most importantly, how do you write a policy that doesn't choke experimentation and innovation?
Lisa has been writing and supervising library social media since 2009 and just helped update the social media policy and guidelines for her county.
Your Social Media Policy Checklist
Published on Jun 10, 2016
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PRESENTATION OUTLINE
Your Social Media Policy Checklist
Lisa Waite Bunker, Pima County Public Library
Description:
A robust social media policy should answer some basic questions:
Who has the right to post?
Who can create a library social media account?
What can we write about?
How will we protect patron privacy?
Who has oversight in an emergency?
What permission do you need for photographs?
Most importantly, how do you write a policy that doesn't choke experimentation and innovation?
Lisa has been writing and supervising library social media since 2009 and just helped update the social media policy and guidelines for her county.
A robust social media policy should answer some basic questions:
Who has the right to post?
Who can create a library social media account?
What can we write about?
How will we protect patron privacy?
Who has oversight in an emergency?
What permission do you need for photographs?
Most importantly, how do you write a policy that doesn't choke experimentation and innovation?
Lisa has been writing and supervising library social media since 2009 and just helped update the social media policy and guidelines for her county.
Photo by Beatnik Photos
A robust social media policy should answer some basic questions
Your social media policy answers internal questions about purpose, defines ethical and responsible behavior, and lays out how the levels of management and oversight will function.
You may also have an external policy for the public that communicates your commenting and interaction guidelines.
Your social media plan or strategy. This document captures social media's role in the bigger picture of your outreach and marketing efforts, face-to-face relationships, and online presence. How should social media support the website, and visa versa? If you use a variety of social media, how do they feed and support each other?
Your training materials. Don't use your plan or your policy documents for training; they are your underpinnings. the training document is constructed for easy reference and maximum inspiration. Training materials should include information on best practices and clarify the rules most pertinent to everyday work.
Prepare for success
Find a champion for creative use of social media and ask them to create a cross-functional team to create the policy.
Do an audit of the existing accounts by searching all the major platforms for accounts with your name. You may find surprises! Take a look: what kinds of activity are going on?
Comb through existing policy for areas that can be adapted for social media. For example, I based some rules on our existing bulletin board and meeting room use polices.
Start a list of all of the contact people and passwords.
You may also have an external policy for the public that communicates your commenting and interaction guidelines.
Your social media plan or strategy. This document captures social media's role in the bigger picture of your outreach and marketing efforts, face-to-face relationships, and online presence. How should social media support the website, and visa versa? If you use a variety of social media, how do they feed and support each other?
Your training materials. Don't use your plan or your policy documents for training; they are your underpinnings. the training document is constructed for easy reference and maximum inspiration. Training materials should include information on best practices and clarify the rules most pertinent to everyday work.
Prepare for success
Find a champion for creative use of social media and ask them to create a cross-functional team to create the policy.
Do an audit of the existing accounts by searching all the major platforms for accounts with your name. You may find surprises! Take a look: what kinds of activity are going on?
Comb through existing policy for areas that can be adapted for social media. For example, I based some rules on our existing bulletin board and meeting room use polices.
Start a list of all of the contact people and passwords.
Photo by Beatnik Photos
What is social media?
- Define the scope of the policy: what social media is, and what types of platforms are covered
- Don't write a policy that only fits one platform
Who has access & oversight?
- Which staff members can write?
- Who creates the accounts?
- Who does the training?
Who has access & oversight?
- Who collects statistics?
- Who decides what platforms to add? To delete?
- Who decides on messaging/branding?
Why are you there?
- Communication? Customer service? Marketing? Advocacy?
- Hint: tie this to your strategic directions
- How will you know you're successful?
What can we write about?
- Whatever you talk with the public about at the desk
- See above
What images can we use?
- Copyrights & fair use
- Patron privacy
- Visual branding (or not)
Ethical conduct
- Patron privacy
- Blocks
- Deletions
- Transparency
So tempting
(a training scenario)
So you’re reading a news article on Facebook about Tucson and you know from working in the library
that some of the information is wrong. You
A. Ignore it.
B. Write from your personal POV as a library employee and hit [SEND].
C. Post it to your personal wall with your comments.
D. Send it to Communications with a note about the inaccuracy.
E. Check your facts and write a response.
Legally, all of these are ok, but not all are responsible reactions. If you find an inaccuracy printed about
the library, Communications really needs to know. What can cause trouble is if you get your info wrong
in your response, or misinterpret library policies or procedures especially if you identify yourself as a
library employee or have that info in your bio. We all speak for the library every day at work and in our
private lives. When you’re posting in public please make sure your facts are correct and not misleading.
Picture it as a tabloid headline.
P.S. We’re not asking you to remove your workplace information! We hope it’s a source of pride.
that some of the information is wrong. You
A. Ignore it.
B. Write from your personal POV as a library employee and hit [SEND].
C. Post it to your personal wall with your comments.
D. Send it to Communications with a note about the inaccuracy.
E. Check your facts and write a response.
Legally, all of these are ok, but not all are responsible reactions. If you find an inaccuracy printed about
the library, Communications really needs to know. What can cause trouble is if you get your info wrong
in your response, or misinterpret library policies or procedures especially if you identify yourself as a
library employee or have that info in your bio. We all speak for the library every day at work and in our
private lives. When you’re posting in public please make sure your facts are correct and not misleading.
Picture it as a tabloid headline.
P.S. We’re not asking you to remove your workplace information! We hope it’s a source of pride.
So tempting
(a training scenario)
So you’re reading a news article on Facebook about Tucson and you know from working in the library
that some of the information is wrong. You
A. Ignore it.
B. Write from your personal POV as a library employee and hit [SEND].
C. Post it to your personal wall with your comments.
D. Send it to Communications with a note about the inaccuracy.
E. Check your facts and write a response.
Legally, all of these are ok, but not all are responsible reactions. If you find an inaccuracy printed about
the library, Communications really needs to know. What can cause trouble is if you get your info wrong
in your response, or misinterpret library policies or procedures especially if you identify yourself as a
library employee or have that info in your bio. We all speak for the library every day at work and in our
private lives. When you’re posting in public please make sure your facts are correct and not misleading.
Picture it as a tabloid headline.
P.S. We’re not asking you to remove your workplace information! We hope it’s a source of pride.
that some of the information is wrong. You
A. Ignore it.
B. Write from your personal POV as a library employee and hit [SEND].
C. Post it to your personal wall with your comments.
D. Send it to Communications with a note about the inaccuracy.
E. Check your facts and write a response.
Legally, all of these are ok, but not all are responsible reactions. If you find an inaccuracy printed about
the library, Communications really needs to know. What can cause trouble is if you get your info wrong
in your response, or misinterpret library policies or procedures especially if you identify yourself as a
library employee or have that info in your bio. We all speak for the library every day at work and in our
private lives. When you’re posting in public please make sure your facts are correct and not misleading.
Picture it as a tabloid headline.
P.S. We’re not asking you to remove your workplace information! We hope it’s a source of pride.
What happens in a crisis?
- Criticism
- Hacking
- Community emergencies
Legal stuff
- Records retention
- Documentation
- Free speech
- Copyrights & plagiarism
Sample Outline
- Purpose of document & definition of social media
- Levels of access & permission
- Acceptable uses
- Content & tone
- Crises & security
- Legal considerations
- Customer commenting guidelines
how do you write a policy that doesn't choke experimentation and innovation?
Photo by Beatnik Photos
Tone and voice
- Friendly, smart, warm
- Authenticity, not "professionalism"
- Write as if you're speaking naturally to a customer you like
- Show your love of the library and what we do
Promotion & advocacy
- Advocate by being helpful
- Advocate by displaying expertise
- Promote with stories, photos & visuals
- Purchase ads if you can
