Social Media in the Workplace Instructor Guide
TABLE OF CONTENTS Preface ..............................................................................................................................................5 What is Courseware? ................................................................................................................................ 5 How Do I Customize My Course? .............................................................................................................. 5 Materials Required ................................................................................................................................... 7 Maximizing Your Training Power .............................................................................................................. 7 Module One: Getting Started .............................................................................................................9 Housekeeping Items.................................................................................................................................. 9 The Parking Lot ....................................................................................................................................... 10 Workshop Objectives .............................................................................................................................. 10 Pre-Assignment ....................................................................................................................................... 11 Action Plans and Evaluation Forms ........................................................................................................ 11 Module Two: What is Social Media? ................................................................................................. 12 Online Communities................................................................................................................................ 12 User Created Content ............................................................................................................................. 13 Information Sharing ................................................................................................................................ 14 Communication Tools ............................................................................................................................. 15 Case Study............................................................................................................................................... 16 Module Two: Review Questions.............................................................................................................. 17 Module Three: Defining Your Social Media Policy (I) ......................................................................... 20 It Should be a Living Document .............................................................................................................. 20 Choosing an Information Officer ............................................................................................................ 21 What Can and Cannot Be Shared ........................................................................................................... 22 Legal and Ethic Specifications ................................................................................................................. 23 Case Study............................................................................................................................................... 24
Module Three: Review Questions ........................................................................................................... 25 Module Four: Defining Your Social Media Policy (II) .......................................................................... 29 New Hire Orientation .............................................................................................................................. 29 Let Common Sense Guide You ................................................................................................................ 30 Nothing Offensive ................................................................................................................................... 31 Rules on Soliciting and Personal Posts .................................................................................................... 32 Case Study............................................................................................................................................... 33 Module Four: Review Questions ............................................................................................................. 35 Module Five: Creating a Living Document ......................................................................................... 38 What is a Living Document? ................................................................................................................... 38 How Often is it Revised? ......................................................................................................................... 39 Who Will Be in Charge? .......................................................................................................................... 40 Change Management ............................................................................................................................. 41 Case Study............................................................................................................................................... 42 Module Five: Review Questions .............................................................................................................. 44 Module Six: Keeping an Eye on Security ............................................................................................ 47 Password Rules ....................................................................................................................................... 47 Needs Constant Monitoring.................................................................................................................... 48 Keeping Information Confidential........................................................................................................... 49 Protecting Intellectual Property.............................................................................................................. 50 Case Study............................................................................................................................................... 51 Module Six: Review Questions ................................................................................................................ 53 Module Seven: Rules to Follow When Posting (I) .............................................................................. 56 Always Show Respect.............................................................................................................................. 56 Stop and Think Before You Post .............................................................................................................. 57 Always Be Honest ................................................................................................................................... 58
Never Discredit or Talk Ill of Competitors ............................................................................................... 59 Case Study............................................................................................................................................... 60 Module Seven: Review Questions ........................................................................................................... 62 Module Eight: Rules to Follow When Posting (II) ............................................................................... 65 Be Transparent ....................................................................................................................................... 65 Act Like You Would in Real Life ............................................................................................................... 66 Grammar and Spelling Still Counts ......................................................................................................... 67 Never Post When You are Angry............................................................................................................. 68 Case Study............................................................................................................................................... 69 Module Eight: Review Questions ............................................................................................................ 70 Module Nine: Benefits of Social Media ............................................................................................. 73 From Audience to Author........................................................................................................................ 73 Builds Customer Loyalty.......................................................................................................................... 74 Speed and Flexibility in Communication ................................................................................................. 75 Two Way Communications ..................................................................................................................... 76 Case Study............................................................................................................................................... 77 Module Nine: Review Questions ............................................................................................................. 79 Module Ten: The Pitfalls of Social Media .......................................................................................... 82 Bullying ................................................................................................................................................... 82 Group Think ............................................................................................................................................ 83 Trolling .................................................................................................................................................... 84 Remember, It is Out There Forever ......................................................................................................... 85 Case Study............................................................................................................................................... 86 Module Ten: Review Questions .............................................................................................................. 88 Module Eleven: Listen to Your Customers ......................................................................................... 91 They Provide Great Feedback ................................................................................................................. 91
It Makes Them Happy ............................................................................................................................. 92 Improves Your Brand .............................................................................................................................. 93 Improves Product Development ............................................................................................................. 94 Case Study............................................................................................................................................... 95 Module Eleven: Review Questions .......................................................................................................... 96 Module Twelve: Wrapping Up .......................................................................................................... 99 Words from the Wise .............................................................................................................................. 99 Review of Parking Lot ............................................................................................................................. 99 Lessons Learned ...................................................................................................................................... 99 Completion of Action Plans and Evaluations ........................................................................................ 100
It’s not a faith in technology. It’s faith in people. Steve Jobs
Preface What is Courseware? Welcome to Courseware.com, a completely new training experience! Our courseware packages offer you top-quality training materials that are customizable, user-friendly, educational, and fun. We provide your materials, materials for the student, PowerPoint slides, and a take-home reference sheet for the student. You simply need to prepare and train! Best of all, our courseware packages are created in Microsoft Office and can be opened using any version of Word and PowerPoint. (Most other word processing and presentation programs support these formats, too.) This means that you can customize the content, add your logo, change the color scheme, and easily print and e-mail training materials.
How Do I Customize My Course? Customizing your course is easy. To edit text, just click and type as you would with any document. This is particularly convenient if you want to add customized statistics for your region, special examples for your participants’ industry, or additional information. You can, of course, also use all of your word processor’s other features, including text formatting and editing tools (such as cutting and pasting). To remove modules, simply select the text and press Delete on your keyboard. Then, navigate to the Table of Contents, right-click, and click Update Field. You may see a dialog box; if so, click “Update entire table” and press OK.
(You will also want to perform this step if you add modules or move them around.)
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If you want to change the way text looks, you can format any piece of text any way you want. However, to make it easy, we have used styles so that you can update all the text at once. If you are using Word 97 to 2003, start by clicking the Format menu followed by Styles and Formatting. In Word 2007 and 2010 under the Home tab, right-click on your chosen style and click Modify. That will then produce the Modify Style options window where you can set your preferred style options. For example, if we wanted to change our Heading 1 style, used for Module Titles, this is what we would do:
Now, we can change our formatting and it will apply to all the headings in the document. For more information on making Word work for you, please refer to Word 2007 or 2010 Essentials by Courseware.com.
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Materials Required All of our courses use flip chart paper and markers extensively. (If you prefer, you can use a whiteboard or chalkboard instead.) We recommend that each participant have a copy of the Training Manual, and that you review each module before training to ensure you have any special materials required. Worksheets and handouts are included within a separate activities folder and can be reproduced and used where indicated. If you would like to save paper, these worksheets are easily transferrable to a flip chart paper format, instead of having individual worksheets. We recommend these additional materials for all workshops:
Laptop with projector, for PowerPoint slides
Quick Reference Sheets for students to take home
Timer or watch (separate from your laptop)
Masking tape
Blank paper
Maximizing Your Training Power We have just one more thing for you before you get started. Our company is built for trainers, by trainers, so we thought we would share some of our tips with you, to help you create an engaging, unforgettable experience for your participants.
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Make it customized. By tailoring each course to your participants, you will find that your results will increase a thousand-fold. o
Use examples, case studies, and stories that are relevant to the group.
o
Identify whether your participants are strangers or whether they work together. Tailor your approach appropriately.
o
Different people learn in different ways, so use different types of activities to balance it all out. (For example, some people learn by reading, while others learn by talking about it, while still others need a hands-on approach. For more information, we suggest Experiential Learning by David Kolb.)
Make it fun and interactive. Most people do not enjoy sitting and listening to someone else talk for hours at a time. Make use of the tips in this book and your own experience to keep your
participants engaged. Mix up the activities to include individual work, small group work, large group discussions, and mini-lectures. 
Make it relevant. Participants are much more receptive to learning if they understand why they are learning it and how they can apply it in their daily lives. Most importantly, they want to know how it will benefit them and make their lives easier. Take every opportunity to tie what you are teaching back to real life.
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Keep an open mind. Many trainers find that they learn something each time they teach a workshop. If you go into a training session with that attitude, you will find that there can be an amazing two-way flow of information between the trainer and trainees. Enjoy it, learn from it, and make the most of it in your workshops.
And now, time for the training!
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Social media is just a buzz word until you come up with a plan. Anonymous
Module One: Getting Started People love to stay connected, so it’s no wonder that social media sites continue to grow in popularity. However, with social media sites going mobile and are open 24 hours a day, people can often forget where to draw the line, especially at work. Companies should examine how this media is affecting them and how they can implement ways to move forward with technology without letting it interfere with productivity.
Housekeeping Items Take a few moments to cover basic housekeeping items.
Let participants know where they can find washrooms, break facilities, and fire exits.
Ask participants to turn off their cell phones or at least turn them to vibrate. If they must take a call, request that they do it outside.
Take this time to encourage the group to ask questions and make this an interactive workshop.
Tape a sheet of flip chart paper to the wall and mark it “Parking Lot.” Explain that any questions that can’t be answered, or that are more appropriate for a post-workshop explanation, will be placed here and dealt with at the end of the day.
Write the words Respect, Confidentiality, and Practice on a piece of flip chart paper and tape it to the wall. Explain to participants that in order to get the most out of this workshop, we must all work together, listen to each other, explore new ideas, and make mistakes. After all, that’s how we learn!
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The Parking Lot Explain the concept of The Parking Lot to participants.
The Parking Lot is a visible place where you will “park” ideas that arise which are not on the agenda, may be off topic, or are better addressed outside of the program.
At the end of the session, we will review parked ideas and follow up, or make suggestions for your own investigation when you are back at work.
Suggestions for the trainer: 1. If you are working with a large group of participants, you may wish to nominate a recorder to park items as you are facilitating. 2. It’s a good idea to note the name of the contributor along with the parked item. Items noted on the parking lot can be useful to you later as you plan future training sessions.
Workshop Objectives To effectively learn how to use social media in the workplace, an employee must learn the basic building blocks of social media and the different ways they interact and perform. Once we understand that social media is about communication, we can establish guidelines that allow employees feel free to network while staying focused at work.
Learn the meaning of social media
Learn different ways social media is used and altered
Build and maintain a social media policy
Keeping your social media secure
Establishing rules for the social media the company posts
Discover the benefits and pitfalls of using social media
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Pre-Assignment In the past year think of an event that happened though Social media that may have benefited your company? _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________
What was learned from the event? _____________________________________________________________________________________ _____________________________________________________________________________________ ____________________________________________________________________________________
Action Plans and Evaluation Forms Pass out the participant action plans and course evaluation forms. They are located in the activities folder. Ask participants to fill these out throughout the day as they learn new things and have ideas on how to incorporate the things we discuss into their lives. The action plan uses the SMART system. This means that your goals must be Specific, Measurable, Attainable, Realistic, and Timely.
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Social media is about sociology and psychology rather than technology. Brian Solis
Module Two: What is Social Media? Social media is actually a combination of terms: media means communications and social means interactive and personal. It is commonly associated with digital forms of communication since it allows more interaction from a larger audience. Sites that use social media differ from regular web sites in that while they offer you information, they also allow you to interact with them, whether it’s to leave a comment or sharing a common interest. Social media performs like a two-way street of communication – it allows you to receive information while giving you the chance to communicate back.
Online Communities An online community is commonly a website or online forum where a group of people come together to share a common interest or ideas. They often include some form of membership, such as a fee or username. In an online community, members have a chance to share interests, such as stories or photos and allow other people to comment or share their opinions. It also allows them to share comments about anything they choose to share. Since members normally need a username or screen name, all activity is usually tracked and monitored. Common types of online communities:
Blogs
Chat rooms
Online photo galleries
Social networks, such as Twitter or Facebook
Estimated Time
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10 minutes
Topic Objective
Discuss the different types of online communities. Online Communities
Topic Summary
Discuss the different types of online communities and the benefits they offer.
Materials Required
01-Identifying Online Communities
Planning Checklist
None
Recommended Activity
Complete the worksheet individually. Share your answer with the rest of the class.
Stories to Share
Share any relevant personal stories.
Delivery Tips
Encourage everyone to participate.
Review Questions
How do online communities gain members?
User Created Content Many websites are created by a company or person who supplies all of the content and material for everyone to see or use. But user created content generally refers to material posted on websites or social networks that is made and produced by the users of the website itself. Users are able to post or write pieces with certain expertise, and in turn other users or visitors can evaluate what was posted, make suggestions, or leave general comments. It can appear amateur at times, but it is widely accepted by people with common interests. One of the most popular examples of a user created content site is Wikipedia, where anyone can write or post articles for informational purposes, but it usually carries a warning that certain statements are not verifiable or may need more facts.
Estimated Time
5 minutes
Topic Objective
Discuss and review the various types of user created content User Created Content
Topic Summary
Discuss and review the various types of user created content sites and how they differ from other websites.
Materials Required
Flipchart/dry erase board, markers
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Planning Checklist
None
Recommended Activity
Ask the class to identify what user created content is and ask why it is different from content produced by an outside author. Ask them if they can name any popular websites that feature user created content more than just author created content. Write their answers on the flip chart or dry erase board
Stories to Share
Share any relevant personal stories.
Delivery Tips
Encourage everyone to participate.
Review Questions
What are some other examples of user created content sites?
Information Sharing By definition, information sharing is an exchange of data or knowledge between various organizations, people, or technologies. In social media, this generally means people can share pieces of information, such as photos or videos, editorials and opinions. They are normally posted to various websites, either on their own or a friend’s, so that many people can share the content they have posted. Billions of people across the globe share information every day, either directly or indirectly. Types of information sharing
Sharing by individuals – such as sharing photos on Facebook or Tumblr.
Sharing by organizations – such as sharing an RSS feed for various news reports or articles.
Estimated Time
10 minutes
Topic Objective
Discuss the different forms of information sharing. Information Sharing
Topic Summary Review the various ways people can share information via social media sites. Materials Required
02-Methods of Information Sharing
Planning Checklist
None
Recommended Activity
Complete the handout individually. Share your answer with the rest of the class.
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Stories to Share
Share any relevant personal stories.
Delivery Tips
Encourage everyone to participate.
Review Questions
How can information sharing vary between individuals and an organization?
Communication Tools Online communication tools are any application that allows people to communicate, either by one-on-one or in a group session. They work by capturing, storing, and presenting various forms of communication. This can be done by text, such as chat rooms or emails, or by video and photos, such as video chat or photo-blog. Interactive tools allow constant exchanges and interactions between people, including status options, emoticons, and video captures. Communication tools focus on establishing and maintaining a connection between people in a variety of ways since everyone communicates differently. Common online communication tools:
Instant messaging
Blogs
Forums or message boards
Text chats
Estimated Time
10 minutes
Topic Objective
Discuss and review the various types of online communication tools. Communication Tools
Topic Summary
Discuss the various types of online communication tools and why people choose to use them.
Materials Required
Flipchart/dry erase board, markers
Planning Checklist
None
Recommended Activity
Ask the class to name some of their favorite online communication tools. Tell them to identify some of the features of each one and why they choose to use them. Write their answers on the flip chart or dry erase board
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Stories to Share
Share any relevant personal stories.
Delivery Tips
Encourage everyone to participate.
Review Questions
How do online communication tools cater to everyone?
Case Study Carrie was trying to find a better way to communicate with her clients that were in another state. She knew that emails were too slow and phone calls were a challenge to setup. She went online and researched various forms of social media she could use. She found a website that allows them to exchange instant messages at any time and one forum where they could share ideas and topics about their upcoming projects. Carries was able to send instant message any time with her clients and speak with them instantly when she needed to. The forum was set up for the whole team to see, so any photo, video, or article that someone contributed could be viewed and commented on by everyone. With these tools, Carrie was able to successfully finish the project without sacrificing valuable communication.
Estimated Time
5 minutes
Topic Objective
Outline the What is Social Media? case study Case study
Topic Summary Review the various forms of social media. Materials Required
None
Planning Checklist
None
Recommended Activity
Discuss the results of the case study. What would Carrie have to do differently if she couldn’t use social media?
Stories to Share
Share any relevant personal stories.
Delivery Tips
Encourage everyone to participate.
Review Questions
How did social media benefit Carrie?
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Module Two: Review Questions 1. Which of the following is an example of an online community? a) b) c) d)
An online chat room An email message An online article about bugs An automatic computer reminder
An online chat room is an example of an online community because it is a place that allows people to come together and talk together online. 2. Online communities usually require what? a) b) c) d)
A credit card A friend referral A username A phone number
Online communities usually require that a person establish some kind of username to use when talking to people. This is normally done for security reasons. 3. How is user created content different than content on other sites? a) b) c) d)
User created content is more fun to read User created content is created by a panel of people User created content is created by the owner of the site User created content is always copyrighted
User created content is normally completed by the owner of the site and is generally the only publisher. Other sites often use material from various writers and bring them together in one place. 4. Which of the following is considered user created content? a) b) c) d)
An online weather report A newspaper website An online chat room A blog
A blog is considered user created content because the owner of the blog is usually the one who writes and publishes the content for the site.
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5. What is one example of information sharing by individuals? a) b) c) d)
Writing an article on a blog Posting vacation pictures in an online photo gallery Writing an email to a friend Giving your address to the delivery man
When someone posts or uploads photos to a gallery or webpage, this is a form of information sharing because they are loading their photos to a public source where they can be shared by other people. 6. How is information usually shared online? a) b) c) d)
By people copying/pasting/posting information to various other sites By people clicking on it several times By people verbally telling someone else about it By people ignoring the content
When information is shared, it is usually due to people taking information (such as a photo or article) and sharing it to another site somewhere online, such as copying and pasting it or saving it to upload somewhere else. 7. What is one form of an online communication tool? a) b) c) d)
Online banking Snail mail Fax message Email
Email, or electronic mail, is one form of an online communication tool because it allows people to communicate back and forth over the internet. It can be done through an independent provider, such as AOL, or through an individual application site, such as Facebook. 8. How does an online communication tool connect people? a) b) c) d)
It allows people to see you It allows people to exchange and interact It allows people to know where you are It allows people to tell you where they are
Online communication allows user to exchange messages and interact with each other on a faster level than they normally would, which is why it is growing in popularity.
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9. How did Carrie decide to share photos and videos about the project? a) b) c) d)
An online forum An online blog An online chat room A linked email
Carrie decided to use an online forum to post photos and videos of the projects since it allows for everyone to view and comment on them. 10. Why was Carrie looking for various social media tools? a) b) c) d)
She didn’t want to leave the office Her office computer wasn’t fast enough Her clients were out of state She was working from home
Carrie researched various forms of social media to find the best way to communicate with her clients that were out of state.
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As social media becomes more prevalent, there will be blunders. We are in experimental mode right now. Steve Hall Module Three: Defining Your Social Media Policy (I) When building a social media policy for the company, there are several aspects and guidelines to consider. In order to prevent situations that can put the company at risk, companies create a policy that outlines what is and is not acceptable us of social media in the workplace. Some basic rules should be established first to give the policy some structure. Determine what the policy wants to accomplish and what can be done to make that happen. Once the basics have been established, you can move toward the specific points of the plan and form a policy that will benefit everyone involved.
It Should be a Living Document Simply put, a living document is a ‘document’ or policy that is always changing or revised. Many company policies are written and then shared with everyone, only to be filed away and left the same as the day it was written. But social media is one area where things are constantly changing, so your social media policy needs to change with it. As new laws come into effect or new regulations are made, the rules of social media and information sharing will not remain stagnant. Keep this policy on the top of your to-do list, even if it has already been reviewed, because it will need to be checked often to ensure accuracy.
Estimated Time
10 minutes
Topic Objective
Review the basics of a living document. It Should Be a Living Document
Topic Summary Discuss the basic concepts of creating a living document policy. Materials Required
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03-Creating a Living Document
Planning Checklist
None
Recommended Activity
Complete the handout individually. Share your answer with the rest of the class.
Stories to Share
Share any relevant personal stories.
Delivery Tips
Encourage everyone to participate.
Review Questions
Why does a living document need to be revised?
Choosing an Information Officer An information officer, or sometimes also referred to a chief information officer (CIO), is an employee who is responsible for the information and tools needed to uphold a company’s policies and general business goals. In regards to a social media policy, an information officer would be responsible for any information or tools needed that would uphold the social media policy that has been put into place. This includes any updates needed, reviews that have been done and introducing any new material that may not have been previously addressed. The information officer often works on a committee that helps address the needs of a policy and ensure that the flow of information is done smoothly.
Estimated Time
5 minutes
Topic Objective
Decide what type of person an information officer should be. Choosing an Information Officer
Topic Summary
Discuss the various characteristics a person appointed the information officer should possess and why.
Materials Required
Flipchart/dry erase board, markers
Planning Checklist
None
Recommended Activity
Redefine what an information officer does. Ask the class what type of characteristics an information officer should possess and why. Write their answers on the flip chart or dry erase board
Stories to Share
Share any relevant personal stories.
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Delivery Tips
Encourage everyone to participate.
Review Questions
Who can be an information officer?
What Can and Cannot Be Shared Since the goal of a social media policy is to set expectations for employees to display appropriate behavior while online, it is important to outline what information can and cannot be shared from the beginning. Use specific details when available, since vague and indefinite terms can be confusing or taken in the wrong direction. Review topics that discuss using company information on a social media website or how an employee should address content online. Establish what information can be shared and what information should remain confidential. Every policy usually includes some kind of restriction on revealing any business secrets, insider tips, or client lists, while also giving the green light for other pieces of information, such as employee title and office phone number. Common topics to review:
Customer or client lists and information
Company secrets or insider information
Company projects or assignments
Employee and personnel demographics
Estimated Time
10 minutes
Topic Objective
Review the types of information a company should/should not share online. What Can and Cannot Be Shared
Topic Summary
Discuss the different types of information employees can and cannot share on a social media site.
Materials Required
04-What to Share and Not Share
Planning Checklist
None
Recommended Activity
Complete the worksheet individually. Share your answer with the rest of the class.
Stories to Share
Share any relevant personal stories.
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Delivery Tips
Encourage everyone to participate.
Review Questions
What are some things that can or cannot be shared online?
Legal and Ethic Specifications When people use social media, they can often forget that their actions can appear illegal or unethical in nature, for instance, a user copying content to display on another site or using a blog to discriminate against another person. Since employees represent their company the moment they sign on, it is important to address any issue or topic that may harm the company legally or ethically. Many employees do not realize they can cause the company to be sued if they violate another company or person legally, which can lead to more problems for everyone. When you are defining the social media policy, discuss this topic with urgency, and stress the importance of practicing legal and ethical behavior when participating on social media sites, either at work or at home. Common topics or rules to discuss:
Inappropriate or offensive content
Online harassment or discrimination
Keeping online records
Expectations of privacy for employees and clients
Estimated Time
10 minutes
Topic Objective
Discuss what is legal and ethical for the company’s policies Legal and Ethical Specifications
Topic Summary
Discuss the legal and ethical specifications for the company’s social media policy.
Materials Required
05-Recognizing Illegal and Unethical Behavior
Planning Checklist
None
Recommended Activity
Complete the handout individually. Share your answer with the rest of the class.
Stories to Share
Share any relevant personal stories.
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Delivery Tips
Encourage everyone to participate.
Review Questions
How does an illegal or unethical behavior affect the company?
Case Study Danny was working on revising the social media policy with his employees. He knew that many new social media sites had just come on the market, and they were not yet addressed in the current policy. Danny and his team came together to have a meeting about the new sites and what they need to say about them. One member brought up that while this new site allows photos and text, there needs to be a restriction on what employees are able to post while at work. Another member was concerned about how the new site could be used to harass past employees or clients. By the end of the meeting, Danny and his team were able to address all of the legal, ethical, and privacy issues that come with new social media information and were able to update the policy to ensure everything was covered and made clear.
Estimated Time
5 minutes
Topic Objective
Outline the Defining Your Social Media Policy (I) case study Case study
Topic Summary
Review and discuss various rules and guidelines for creating your social media policy.
Materials Required
None
Planning Checklist
None
Recommended Activity
Discuss the results of the case study. Why was it important for Danny to discuss the policy?
Stories to Share
Share any relevant personal stories.
Delivery Tips
Encourage everyone to participate.
Review Questions
How did Danny work with his team to revise the social media policy?
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Module Three: Review Questions 1. Why would a company use a living document for creating a social media policy? a) b) c) d)
Living documents can be changed/updated regularly Living documents are more accurate Living documents can be discarded when needed Living documents are shorter in length
Unlike other forms of policies, a living document policy means the company can change or alter the document when needed without having to throw out the old one and start over. 2. A living document is based upon what? a) b) c) d)
Current events Employee satisfaction Changing or ongoing information Customer opinions
A living document, when written and during maintenance, is based up information that is either constantly changing or is always in motion, i.e. social media. 3. What is an information officer? a) b) c) d)
A person who knows a lot of information A person who is able to write tickets A person who is charge of the reference library A person who is usually in charge of a living document
An information officer is usually the person appointed to be in charge of handling and maintaining a living document. 4. An information officer can work in a group or _____________________. a) b) c) d)
At home Individually In another office In a uniform
Although the information officer normally works in a group or on a team, they can also manage many areas individually and should be able to work alone at times.
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5. What is important to remember when stating what can/cannot be shared online? a) b) c) d)
Use lengthy words Give generic example Use details and be specific Give a list of consequences
When deciding what can or cannot be shared online, it is important to give lots of details and be specific as to what you are requesting so there is no confusion later. 6. What is one example of something that should not be shared online? a) b) c) d)
Company client list An employee’s business contact number The company’s address Store hours for walk-in clients
A company’s list of customers and client should not be published online since it is considered confident information that should not be shared with everyone. 7. Which of the following is an example of doing something unethical online? a) b) c) d)
Offering advice to another blog member Giving your phone number to a friend over chat Harassing or bullying someone To send a company an angry complaint
Harassing or bullying another person online, especially on a social media website, is considered unethical and make the company look bad for the employee’s actions. 8. Which of the following is an example of doing something illegal online? a) b) c) d)
Stealing a company’s copyrighted logo Arguing with a friend in a chat room Sending a compliment email to a company Using your credit card to buy something online
When someone takes a copyrighted logo and either passes it off as their own or tries to share it on other sites without permission, this is an illegal action and can cause consequences for not only the person doing it, but possibly company they work for also.
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9. Why was Danny revising the social media policy? a) b) c) d)
He thought the wording sounded wrong A new social media website was revealed Another member said they forgot to add something He wanted to make it shorter
Danny received information about a new social media site on the internet, so he knew he needed to revise the company’s social media policy to include the new information. 10. What was one issue Danny’s team addressed about the new social media site? a) b) c) d)
What they should call the new site in the policy What employees should use as a username What they should block on the computers What employees could share on it
Danny’s brought up the issue that the new social media site allows photos and text, so they needed to address what could and could not be shared on it.
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