Social media rules of engagement

I just discovered an excellent post by Alisa Leonard-Hansen (Vice Chair, Communications at the DataPortability Project) on the importance of governance models in the creation of social media strategies.

The considerations for a social media governance model are numerous: brand identity/voice/tone, internal resources, staffing and stakeholders, work-flow adjustments, escalation policies, appropriate topics of conversation and language, identity/social equity “ownership” (who does brand social equity belong to? The employee Tweeting on behalf of a brand or the brand?), legal issues and rammifciations, industry regulations, content posting policies….well you get the point. While this may seem a bit of an arduous task, creating these governance models lay a crucial foundation, and are vital to any social media–ahem, digital– strategy and long term success (and they’re actually fun to create too, believe it or not).

Explaining to someone unfamiliar with social media how to deal with and distinguish between trolls and legitimate complaints and appropriate levels of response is difficult, as the internet is a realm with a sociology of its own distinct from our everyday experience. Alisa’s example of the Rules of Engagement visual for the US Air Force provides any librarian working on social media strategy a clear and succinct means to do this.

January 14, 2010 · Filed Under Internet, Librarians, Social software

Comments

Leave a Reply