Guidelines and strategies that outline social media rules are a necessary investment by organisations. With the widespread use of social media at the workplace as an enhancement tool using both company devices and privately-owned smartphones, the prospect of indulging in online access for private purposes during working hours and inappropriate use are issues for concern. Thus, developing a social media policy that clearly sets out guiding principles for the acceptable use of social media channels, related to work becomes important.
The following five points would serve well for a Social Media Policy Working Group in a public library. The intended policy would provide library employees’ “certainty about the expectations, rights and obligations regarding social media use” (Hebblewhite, 2017, p. 167) while using the organisations’ computers/network and time.
i) A social media policy should be carefully tailored to reflect the library’s core values, goals, objectives and character, and deliver a consistent message across every channel of communication. Hebblewhite (2017) asserts that “employees should be clear at all times about who they are representing” (p.169). Protecting the interests of the library and respecting the dignity of each person, staff and patron, have to be prioritised.
ii)The scope of coverage in social media has to be stipulated. The range of popular social media tools that would promote, develop and deliver exemplary library services to its users are to be discussed. Subsequently, a coordinated approach to “content strategies, writing style guidelines, an editor for each platform and editors managing platforms forms on a day-to-day basis” (Peacemaker et.al., 2016, p.105) would ensure a collaborative team effort, while manifesting a specific brand voice for the library.
iii) A specific crisis response protocol is important to establish before a controversial issue arises (Corsillo, 2019, para.4). Ways to handle negative patrons’ comments or removing offensive posts need to be planned ahead. Along with, clear statements of professional use, private use, and consequences pending breach of use should be explicitly covered in the library’s social media policy (National Library of Australia, 2015). This would help employees on how to conduct themselves professionally in social media.
iv) A social media policy has to be a ‘living document’ (James, n.d., para. 5). Monitoring usage and reviewing the policy periodically is crucial. It has to be changing and evolving to match the rapid pace of change occurring in the global information and technological landscape.
v) Employers must provide ongoing social media training. Employers need to leverage on professional development sessions to make employees focus on positive social media behaviours, like professionalism, collaboration in content creation, which can increase satisfaction and attachment.
Consistency and collaboration are reiterative aspects in the crafting of a social media policy. If sensitively written, it will improve workplace ethos and avoid feelings of mistrust and close monitoring. A healthy working culture is then, established.
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References:
Corsillo, G.K. (2019). Staying Social: Why Your Library Needs Social Media Policies. Public libraries online. http://publiclibrariesonline.org/2019/06/staying-social-why-your-library-needs-social-media-policies/
Hebblewhite, N. (2017). Implementing an effective social media policy. Governance Directions, 69(3), 167-169.
James, S. (n.d.). Social Media Ethics: Why You Should Have a Policy. [Blogpost].streamcreative. https://www.streamcreative.com/blog/bid/52570/Social-Media-Ethics-Why-You-Should-Have-a-Policy
National Library of Australia. (2015, August). Social media policy. https://www.nla.gov.au/policy-and-planning/social-media
Peacemaker, B., Robinson, S., & Hurst, E. J. (2016). Connecting best practices in public relations to social media strategies for academic libraries. College & Undergraduate Libraries, 23(1), 101–108.https://doi-org.ezproxy.csu.edu.au/10.1080/10691316.2016.1134244