Social Media Guidelines

Adopted by the Board on 25th March 2015.

Social media accounts for Freegle nationally should follow these guidelines. We would also recommend that any locally operated social media using the name Freegle should follow these guidelines in order to ensure that there is a coherent and responsible presence on the internet.

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 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 the Board in advance 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 Freegle groups are autonomous and centrally Freegle cannot speak on their specific behalf.
• Be mindful that all emails and social media postings are sent on behalf of Freegle as a central organisation, not on behalf of individual groups or private individuals.
• Alert groups or national teams if issues dealt with are specific to them.
• Ask the advice of the Board if unsure of the appropriate response.

Maintain confidentiality

• Do not divulge the social media account password to anyone except those authorised by the Board to have access.
• There must be at least two authorised people with access to each national 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 following are notified of the new password:
  • Other authorised users of that account
  • One member of the Geeks and Board

For complaints and sensitive issues

• Complaints received via social media should be handled with care and sensitivity.
• Refer to and act in accordance with the Complaints Procedure where appropriate, which could entail forwarding issues to the info@ central mailbox to be dealt with.
• The Board should be notified if the nature of the complaint appears to be sufficiently concerning.
• Ensure that a complaint is not dealt with by a member of the social media account who is also a moderator for any group or role concerned.

Links

• Glossary
• Freegle Equality and Diversity Policy
• Document Approval Policy
• Social Media Accounts
• Freegle Mailbox Guidelines
• Local Social Media Guidelines