The rules of engagement

14 June 2012

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This blog is designed to outline the basics of what our social media policy is and how it will be applied. We have a policy to help us give, and get, the best out of these amazing online business platforms.

You must unlearn what you have learned—Yoda, Jedi Master

True, what you say, is—and so we must also begin to unlearn what traditional media and marketing publishing has taught us. Forget everything.  No longer do you need to know the answer, instead you ask the question.  You don’t have to find them, they will find you. And market segmentation it’s more like market segue-ation. 

Social media content is conversations.  It is designed and posted with the sole purpose of generating instantaneous feedback, comment and promoting ongoing conversations with your communities – both inside and outside the company.  As the publisher of the content, we are prepared and equipped to handle this feedback and have the tools and confidence to respond in an acceptable manner.

Our readers will naturally include our Wiley people and we fully endorse everyone becoming involved in these online discussions, giving their opinions and using language they are comfortable with. The policy is there primarily to help us focus everyone’s content to be as passionate, engaging, intelligent and positive as possible.

How the policy is applied

The social policy at Wiley applies when:

  • You are authorised and accredited to represent Wiley on social media platforms and are using a social media platform for business purposes. 
  • You choose to make references to Wiley, its people, products or services, and/or other business related individuals or organisations when you are using a social media platform in a personal capacity.
  • Wiley’s Social Media Policy does not apply to personal use of social media platforms where you make no reference to Wiley related issues.

Being social is based in common sense.   Below are listed the hard and fast ground rules of the Wiley Social Media Policy.

Be honest, respectful and genuine.   Be sure to only speak authoritatively on topics you are authorised to speak on. Always comment as yourself, clearly state your role at Wiley and identify if you are speaking in an official capacity or simply offering a personal opinion. If you blog or discuss design, construction knowledge, or other topics related to  Wiley business, be upfront and explain that you work for Wiley and in what capacity; however, if you aren’t an official company spokesperson, add a disclaimer to the effect: The opinions and positions expressed are my own and don’t necessarily reflect those of Wiley.  

Always add value.  Social media works on strangely karmic principles. By being helpful and contributing valuable content you are strengthening and promoting your own online reputation and the Wiley brand. Conversely, by being unhelpful you create poor interactions that damage the standing of all involved.

Tone. When writing on social media, adjust your tone so it is appropriate for your audience. Social media often uses an informal, yet polite conversational tone. Remember to be yourself and communicate as a person and not a faceless corporate entity.

Think before you post.  Posting on the Internet creates a record that is often permanently associated with yourself and Wiley. Don’t post anything you are likely to regret later as it is very hard, if not impossible to remove content after the event and especially after something has been distributed through social networks. If you make mistakes be the first to admit them, and, where possible make public corrections. Wiley policy is not to comment on rumours in any way. You should merely say no comment to rumours. Do not deny or affirm them (or suggest the same in subtle ways), speculate about them or propagate them by participating in what if type conversations.

Ensure confidentiality.  Where confidential, private or sensitive information is concerned be wary. Social media is inherently insecure so unless you’ve been specifically asked and authorised to share information or research steer clear of doing so.

Don’t forget your day job. You should make sure that your online activities do not interfere with your job or commitments to clients.

As you can see these guidelines are about our people contining to create and maintain what Wiley has always been known for – premium quality content that helps everyone we are involved with share in best practise advice.  If you witness any of our people operating outside this policy, I invite you to pull them up and to let us know. 

The ultimate goal of our people engaging with social media sits right beside our purpose – the create a better future.  This is our intension.

Click through to view the Wiley Social Media Policy. We recommend all staff take the time to read this document and familiarise themselves with the guidelines.