Local Social Media Guidelines

Social media accounts run nationally for Freegle follow Social Media Guidelines.

We recommend that any locally operated social media using the name Freegle follows the similar guidelines below, to ensure a coherent and responsible Freegle presence online.

General

Social media includes Facebook, Instagram, Pinterest, LinkedIn, YouTube and any other internet social sharing network. It's inherently a less formal and more conversational medium than traditional email. It's more important to maintain an active, responsive, prompt, friendly presence than to agonise over precise wording. Nevertheless, remember that all these communications represent Freegle.

Benefact provides general advice for charities using social media: https://benefactgroup.com/charity-support/charity-fundraising-articles-and-guides/social-media-guides/

Maintain confidentiality

• Don't divulge the social media account password to anyone except those your group(s) has authorised to have access.
• There must be at least two authorised people with access to each social media account at all times.
• Change the account password whenever an authorised person with access steps down, and notify the other authorised users and your Freegle group owner(s) of the new password.

Maintain efficient and appropriate communication

• Answer any issues raised by contributors or followers within 48 hours.
• Coordinate time off with others who use the account, so it's checked at least every 48 hours; notify your group team(s) if this isn't possible.
• Follow up outstanding or unresolved enquiries in a timely manner.
• Respond politely, objectively and with integrity to all enquiries.
• Adhere to the principles of the Freegle Equality and Diversity Policy.
• Remain neutral on political and religious issues.
• Refer to other free reuse networks and other organisations neutrally.
• Remember that groups are autonomous and speak for themselves, but also represent Freegle as a whole.
• Be mindful that all emails and social media posts are sent on behalf of your Freegle group(s), not as an individual.
• Alert other groups or national teams if an issue is specific to them.
• Ask your group team for advice if you're unsure of the right response.

For complaints and sensitive issues

• Handle complaints received via social media with care and sensitivity, in consultation with your team.
• Where appropriate, follow the Complaints Procedure, which could mean forwarding issues to the info@ central mailbox.

Links

• Group Promotion Volunteers
• Instagram
• National Social Media Guidelines
• Freegle Equality and Diversity Policy
• Complaints Procedure
• National Social Media Accounts
• Document Approval Policy
• Glossary