How to Create a Smart Social Media Policy

A while ago, I chided a PR and social media communications agency for the so-so quality of their promotional videos on YouTube.

But, it wasn't all bad. In the video below, Steve, one of their social media gurus, talks about how to create a social media policy. He mentions getting counsel from attorneys, minding government regulations, and taking into account the organization's HR needs. All fine, up to a point.

However, he leaves out a few essentials that most organizations need to consider when crafting a social media policy -- and the strategy that goes with it:
  • What's the goal of the organization's social media effort? Do all employees understand that the company's Twitter feed isn't a place to complain about internal policies, or a poor outing by the New York Rangers?
  • What about looking at social media policies other organizations have adopted? What's worked, and what hasn't? (Applebee's fumble with the storefront pastor in 2013 leaps to mind.) 
  •  What about listening?
Of these, listening is the single-most valuable benefit of social media. What are your customers saying?

Most effective communication strategies require two-way engagement: sharing your messages, and listening for consumers' responses. A smart organization will consider what it's heard, and adjust its outbound messaging to reflect the insights collected via the listening process. 

Or it may feed those learnings up to the marketing decision-makers, who'll determine if changes in paid or online ads -- or other practices -- need to take place. 

Either way, the two-way communications gained via a social media initiative can be instrumental in guiding the company's public persona. And that's why listening should be baked into the social media policy.

Popular posts from this blog

Questioning the New York (Times) Athletic Club

Image
The New York Times dropped the axe on its legendary sports department in early July. Sports reporting we read in the Times henceforth will originate with The Athletic, a younger (and perhaps more agile) sportswriting website purchased by the NYT Corp.  You'll find a good assessment of the move here .  As a Times subscriber, I have automatic access to any sports reporting it produces. I won't call it "free access," however, because my ever-increasing monthly rate for a three-day Times subscription surely will include a tithe to cover the Athletic.  But ditching the Times ' sports desk and dispersing its fine sports journalists and photographers to other NYT jobs? That's a loss. Here's why: Conflict of interest: The Athletic allows its staff to report on sports gambling, while some are paid contractors of the sportsbook companies. Is there a Pete Rose-style conflict here? I'd expect so. The Times allowed no double-dipping within its sports staff. The s
Read more

Your hand's already in my pocket

Image
I use an ad blocker, and probably you do, too. Every day, even on websites where I pay a monthly subscription fee, I see a pop-up that say: "We Notice You Are Using an Ad Blocker." And they ask me to turn it off. I don't. I'm already paying for that news website's reporting. Their hands are already in my pocket. And, truth is, I don't mind digital ads that are somewhat relevant to my tastes. Show me an ad for a guitar deal or Ford car parts, and I'll probably read it. Screen shot, unnamed Gannett publication, Sept. 2018 But I don't care about Patrick Swayze's secret son. Or what forgotten 1970s actress Loni Anderson looks like today. (I was more of a Howard Hesseman /Dr. Johnny Fever fan, anyway.) When newspapers relied on print ad revenue, I'd glance at those ads -- and sometimes, I'd bite -- because those ads were for local or regional merchants. They wanted to build a relationship with me.  They didn't try
Read more

Readers get the (drive) shaft in motorsports coverage

Image
In mid-August, the U.S.'s premier auto racing sport will compete at a road racing course in Watkins Glen, NY. NASCAR's brutish Cup series cars will race in this rural community Aug. 20.  May 2023, Charlotte Motor Speedway. (c) DKassnoff, 2023. But, don't expect  The New York Times  to cover NASCAR before then. The newspaper's sports section -- now outsourced to The Athletic, its sportsbook subsidiary -- hasn't covered NASCAR since July 2. That's when NASCAR's drivers competed on the rain-soaked streets of Chicago. The Times provided no coverage of their July 30 race in Richmond, VA, or any NASCAR race since early July. The Times  has focused its motorsports coverage on Formula 1 racing. These are the expensive, open-wheeled, high performance racing teams once called Grand Prix. This class of racing is controlled by another media company: John Malone's Liberty Media, which purchased Formula 1 in 2017 and returned it to profitability. Visit the Times '
Read more