Social Media Policy Template 📱

A well-crafted social media policy is essential for organizations to effectively manage their online presence, protect their brand reputation, and safeguard sensitive information. It provides a framework for employees to use social media responsibly and ethically, while also outlining guidelines for responding to potential risks and crises.

1. Account Management

Access Controls

• Approved account managers: Designate specific employees who have authority to manage social media accounts, including their roles and responsibilities.
• Password requirements: Mandate complex passwords with minimum length, special characters, and regular updates every 60-90 days.
• Two-factor authentication: Require 2FA on all social media accounts to prevent unauthorized access, using authenticator apps rather than SMS.
• Account recovery procedures: Document step-by-step processes for account recovery, including backup access methods and emergency contacts.
• Login monitoring: Track and review all login attempts, locations, and devices accessing company social media accounts.

Security Measures

• Regular password updates: Implement systematic password changes every quarter, with immediate changes when team members leave.
• Device security requirements: Define minimum security standards for devices used to access social accounts, including required encryption and security software.
• Access revocation process: Outline immediate steps to remove access when employees leave or change roles.
• Audit procedures: Conduct monthly security audits of all social media account access and activities.
• Security review schedule: Plan quarterly reviews of security measures and update them based on new threats or platform changes.

2. Content Guidelines

Acceptable Content

• Brand voice guidelines: Define the company's tone, language, and personality across all social media platforms.
• Approved topics: List permissible content categories and subjects aligned with company values and objectives.
• Content review process: Establish clear workflow for content approval, including who reviews and signs off on posts.
• Image/video standards: Specify requirements for visual content, including quality standards and branding elements.
• Engagement protocols: Detail how to interact with followers, including response templates and engagement best practices.

Prohibited Content

• Restricted information: Clearly outline what company information should never be shared on social media.
• Confidential data: Define handling of sensitive information and consequences of accidental disclosure.
• Personal opinions: Set boundaries between personal views and company positions on social platforms.
• Controversial topics: Identify sensitive subjects to avoid and how to handle accidental involvement in controversies.
• Competition discussion: Establish guidelines about mentioning or engaging with competitors on social media.

3. Crisis Management

Prevention

• Risk assessment: Regular evaluation of potential social media risks and vulnerabilities specific to your industry.
• Monitoring procedures: Implement 24/7 social media monitoring using tools and team rotation for crisis detection.
• Early warning system: Create alert systems for potential issues before they become full-blown crises.
• Training requirements: Regular crisis simulation exercises and response training for social media team.
• Regular audits: Conduct monthly reviews of potential vulnerabilities and update prevention strategies.

Response

• Crisis team contacts: Maintain updated list of crisis team members with clear roles and contact information.
• Response procedures: Detailed steps for handling different types of social media crises, from minor issues to major incidents.
• Communication templates: Pre-approved messages for common crisis scenarios to ensure quick response.
• Escalation process: Clear hierarchy and criteria for when to escalate issues to senior management.
• Documentation requirements: Specific guidelines for recording all crisis-related actions and communications.

4. Employee Guidelines

Personal Use

• Acceptable use rules: Clear boundaries for personal social media use during work hours and company representation.
• Disclaimer requirements: Specific language employees must use when identifying themselves as company employees online.
• Privacy guidelines: Rules for protecting company information while using personal social media accounts.
• Professional conduct: Standards for online behavior that reflects company values, even in personal posts.
• Brand association rules: Guidelines for how employees can or cannot associate themselves with the company brand.

Professional Use

• Posting protocols: Specific procedures for creating and scheduling corporate social media content.
• Engagement guidelines: Rules for responding to customers, complaints, and praise on social platforms.
• Response times: Expected timeframes for responding to different types of social media interactions.
• Quality standards: Detailed requirements for professional posts, including grammar, tone, and fact-checking.
• Compliance requirements: Industry-specific regulations and company policies that must be followed in social posts.