This is the third and final article addressing what to do if your company faces a crisis on social media and how to avoid crises on social media in the first place. In this article, we’ll discuss what to do when your employees misbehave on social media and how to avoid it from happening with proactive steps.
The Crisis: Employee Misconduct on Social Media
The cringe felt round the world, that’s what I like to refer to the above photo as. Social media managers such as myself shivered with “what if that ever happened to a company I manage accounts for?” and I’m sure business owners felt their knees shake a little in fear.
That leads us to the obvious question of, “What can I do to prevent employee misconduct on social media?” In this article, I’ll give you five easy to follow guidelines to help, both in prevention and in disaster relief if you’re ever faced with something similar to the infamous Taco Licker.
1: Limit Access
The number one way to avoid employees behaving badly online is by reviewing and limiting who in your company has access to your social media accounts. Only allow select trusted employees who have a record of brand advocacy to post to your accounts. This policy goes hand in hand with point two, which is:
2: Frequently Review Access
Do you know the names of whom you allow access to your social media profiles? Have a master list of all employees allowed access to your accounts, and frequently review that list, in case changes need to be made. Trust me on this one, it’s better to have fewer employees on that list than to be sorry later for mismanagement.
3: Changing Hands?
Whether an employee is moving to another department, or another company, it’s important to take precautions when this happens. Make sure you change all passwords and login information. This includes perhaps having to change the email account a particular social account is registered to, or the password that is associated with that email. Cover all your bases when social media changes hands. Don’t tell yourself that it’s too tricky to go into the settings and make the needed changes, or that someone else you’ve delegated just “knows” to change this information. Delegation is fine: negligence is not.
4: Set Boundaries!
Most people don’t love rules with every core of their being, but guidelines are important, even in the online world. Enforce company policies that clearly state what is (and if it is) allowed on social media, even on personal accounts. Set up base guidelines for what your company’s voice is, and what you expect as to employee behavior on the web, and repercussions if these guidelines are disregarded.
5: Uh Oh! What Next?
Say you’ve enacted all of the above, and still, an employee slips up on social media. What do you do next?
Before a mismanagement occurs, have a set plan in place on how to tactfully respond to your listeners and customers online and what to do regarding the message and disgruntled responses. Having a plan like this in place does take forethought, but will help you regain your brand reputation in the long run.
People are people, and are bound to misstep at some point or another if not properly trained. By having plans in effect for when social media accounts are mismanaged, negative PR about your brand occurs online, or employees misbehave online, will greatly reduce negative responses to your company. If you need additional help with any of these areas, contact us here at Seapoint Digital. We have a team of trained professionals that are passionate about all things online and will work to make your brand the best brand it can be.