Local Social Media Guidelines

Social media accounts for Freegle nationally follow Social Media Guidelines.
We recommend that any locally operated social media using the name Freegle should follow the similar guidelines below in order to ensure that there is a coherent and responsible presence on the internet for Freegle as a whole.

General

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

Maintain confidentiality

• Do not divulge the social media account password to anyone except those authorised by your group(s) to have access.
• There must be at least two authorised people with access to each social media account at all times.
• Change the social media account password when an authorised person who has access to it steps down and ensure the other authorised users of the account are notified of the new password, along with your Freegle group owner(s).

Maintain efficient and appropriate communication

• Answer any issues raised by contributors/followers within 48 hours.
• Coordinate time off with others who use the social media account to ensure it can be checked at least every 48 hours; notify your group team(s) if this is not 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 in any issues involving political and religious views.
• Refer to other free reuse networks and any other organisations in a neutral manner.
• Remember that groups are autonomous and speak on their own behalf, but that they also represent Freegle as a whole.
• Be mindful that all emails and social media postings are sent on behalf of your Freegle group(s) not as an individual.
• Alert other groups or national teams if issues dealt with are specific to them.
• Ask the advice of your group team if unsure of the appropriate response.

For complaints and sensitive issues

• Complaints received via social media should be handled with care and sensitivity and in consultation with your team.
• If appropriate, refer to and act in accordance with the Complaints Procedure, which could entail forwarding issues to the info@ central mailbox to be dealt with.

Links

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