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@hjarche @C4LPT There may be something of use in here >> Online Database of Social Media Policies http://bit.ly/dMuBYJ
The point I am trying to make is listening (& engaging) in social media is not an easy job for the regulated industry. There are various factors in play that can help them, mainly technology, but also importantly educating its employees about these aspects as well as getting clarity from the regulatory bodies about the implications of this new channel that can talk back on the existing policies.
These are just a few of the pains of the regulated industry. I have already blogged about the social media archival requirements in the financial industry. If you are aware of any more such issues, please do share it with us via the comments. :)
Update: John Mack (@pharmaguy) points us to this report on how Pharma can overcome the listening problems and also shares why Pfizer would win his "Close, but no Cigar Award".
It can be challenging for anyone to get started in social media. It’s even tougher when you’re at a large company – and even tougher still when you’re at a large company in a highly regulated industry.
What topics are can you engage in? How do you create an efficient approval process? How and when should you respond to content on third-party websites?
If this sounds like the challenges you’re facing, take a few tips from Marc Monseau, who navigated Johnson & Johnson from no social media engagement to a YouTube channel, four Twitter handles, a Facebook page and two corporate blogs.
How Monseau and his team did it:
Start small, with noncontroversial topics. Monseau and his team created a corporate blog talking about the 120-year history of the company. This relatively “safe” blog helped prove the concept and gain the confidence of legal and compliance teams.
Create helpful policies. Good policies help you establish a consistent approach across the many voices or brands of your company and can streamline the approval process.
Create plans for when and how to respond. Johnson & Johnson has a specific process for deciding what, when, and how to respond to comments on third-party sites.
[it will be interesting to see if this hub & spoke model actually works, as it will be slower to react than a distributed network model]
The email to staff, which has been seen by MediaGuardian, said: "So, to reiterate, don't tweet when it is not a story to which you have been assigned or a beat which you work.
"Where a story has been Tweeted by a Sky News journalist who is assigned to the story it is fine, desirable in fact, that it is retweeted by other Sky News staff.
"Do not retweet information posted by other journalists or people on Twitter. Such information could be wrong and has not been through the Sky News editorial process."
The email says that the guidelines have been introduced "to ensure that our journalism is joined up across platforms, there is sufficient editorial control of stories reported by Sky News journalists and that the news desks remain the central hub for information going out on all our stories".
The email said: "1. Don't tweet when it's someone else [sic] story. Stick to your own beat. 2. Always pass breaking news lines to the news desk before posting them on social media networks."
It added that "on a number of occasions" those guidelines have been flouted "resulting in us running different information on Twitter other Sky platforms or the news desks learning from Twitter details that should have been first passed on to them".
The guidelines on checking tweets with Sky News news desk do not apply to "verbatim reporting" on Twitter of court cases, parliament or judicial inquiries "to which you have been assigned".
A Sky News spokeswoman said: "Sky News has the same editorial procedures across all their platforms including social media to ensure the news we report is accurate."
Every day, we strive to develop meaningful relationships with our customers and look for ways to improve the service we provide them. In the past, we've connected with our customers directly in person, through telephone calls or in e-mail conversations. Today, social networking tools such as Twitter, Facebook and Nordstrom.com provide us the opportunity to start a whole new type of dialogue with our current and future customers, and even with each other.
We encourage approved employees, as representatives of Nordstrom, to use social networking/media as a way to connect with customers and others during working hours. Please talk with your manager before using these tools during non-work hours. And remember that while social networking is fun and valuable, there are some risks you should keep in mind. In the social media world there is often no line between what is public and private, personal or professional. We've created these general social networking/media guidelines that are important for you to follow as you share your thoughts, views and perspectives—as a Nordstrom representative—in the virtual world.
Best Buy Social Media Policy
Be smart. Be respectful. Be human.
Guidelines for functioning in an electronic world are the same as the values, ethics and confidentiality policies employees are expected to live everyday, whether you’re Twittering, talking with customers or chatting over the neighbor’s fence. Remember, your responsibility to Best Buy doesn’t end when you are off the clock. For that reason, this policy applies to both company sponsored social media and personal use as it relates to Best Buy.
Sample Corporate Blogging policy
Make it clear that the views expressed in the blog are yours alone and do not necessarily represent the views of your employer.
Respect the company’s confidentiality and proprietary information.
Ask your manager if you have any questions about what is appropriate to include in your blog.
Be respectful to the company, employees, customers, partners, and competitors.
Understand when the company asks that topics not be discussed for confidentiality or legal compliance reasons.
Ensure that your blogging activity does not interfere with your work commitments.
Think selling social media to your boss is difficult? Try being a marketer in a regulated industry. You know what the benefits of social media are. Listening to customer conversations on Twitter and Facebook means engaging with and learning from current and potential customers, defining your brand and tapping into a major market research opportunity. However, there are significant restrictions with what you can communicate online.
What are some regulated industries?
Publicly traded companies
Finance
Healthcare
Insurance
Pharmaceuticals
Spirits
For those of you working in these regulated industries, the first step in your social media strategy should be to understand what restrictions apply to you. Here is a brief overview and some examples of how some other companies are still getting involved in the conversation while complying with these important guidelines.
Maybe Thomson Reuters was feeling nostalgic about the flurry of negative attention that both the New York Times and the Washington Post got last year when they came out with policies on the use of social media tools such as Twitter and Facebook. For whatever reason, the wire service recently issued new guidelines for its staff, and they suffer from many of the same problems that both the NYT and WaPo policies did. All of these flaws boil down to one thing: A desire to control something that fundamentally can’t be controlled, and a fear of what happens when that control is lost.
RT @justdolaw: All that lawyers need to know about Cloud Computing could be in here: http://tinyurl.com/23y7vyg
@hjarche @dougcornelius 's Google Docs list is available here http://www.compliancebuilding.com/about/publications/social-media-policies/
example of one of the worst social media policies
"It’s worth pointing out that whomever leaked the bank’s social media document would certainly be subject to firing under the policy’s provisions. Furthermore, any employee commenting in an unofficial capacity here on this article at The Financial Brand would probably also lose their job. In fact, if you work at Commonwealth and you’re reading this, you had probably better report yourself, just to make sure you’re in compliance."
Rules for blogging at SpareBank 1 Gruppen (Norwegian Bank) - Google translate does a good job.
Behold the world’s simplest social media policy:
“Will what you’re about to share online offend, surprise, or shock your
Spouse
Mother
Employer (current or future)
Clients (current or future)
Business partners (current or future)
Coworkers
Children
in a way which critically jeopardizes your relationship? If you answer even one “Yes” for this short list of people, think long and hard before publishing your content.”
Over time I’ve found myself doing more and more foundational work for organizations looking to dip their toes into social media. One of the key elements of this work, in my opinion, is creating a social media policy that fits well with the organization’s goals, culture and risk tolerance.
But where to start?
As it happens, lots of organizations publish their social media guidelines online, ready for you to review and use yourself. Here are 57 61 great social media policy templates and resources to use when building your own. (thanks for the suggestions in the comments!)
Cory Doctorow: 'The most powerful mechanism we have for securing the privacy of individuals is for them to care about that privacy' - videoBlogger, writer and activist Cory Doctorow on social networking, revolution and how to avoid haemorrhaging personal information online
Individuals use social media tools in three main areas:
for personal use - for interacting with friends and for dealing with personal content
for professional use - for interacting with colleagues and for dealing with professional content
for organisational use - when working on behalf of their business (or other organisation) and dealing with organisational content
It is often when these activities overlap that there are issues for the individual and the organisation - with concerns about data privacy and security - and possibly dismissal, e.g.
In the spring of 2005, IBMers used a wiki to create a set of guidelines for all IBMers who wanted to blog. These guidelines aimed to provide helpful, practical advice to protect both IBM bloggers and IBM. In 2008 and again in 2010 IBM turned to employees to re-examine our guidelines in light of ever-evolving technologies and online social tools to ensure they remain current to the needs of employees and the company. These efforts have broadened the scope of the existing guidelines to include all forms of social computing.Below are the current and official "IBM Social Computing Guidelines," which we review periodically so that they may evolve to reflect emerging technologies and online social tools.
We are committed to aggressive journalism in all its forms, including in the field of computer-assisted reporting, but we draw the line at illegal behaviour. Internet reporting is nothing more than applying the principles of sound journalism to the sometimes unusual situations thrown up in the virtual world. The same standards of sourcing, identification and verification apply. Apply the same precautions online that you would use in other forms of newsgathering and do not use anything from the Internet that is not sourced in such a way that you can verify where it came from.
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