Social Media is now pervasive – it is safe to say. But how
prepared are you for the inevitable shit that will happen when things go wrong?
To paraphrase Elizabeth Barrett Browning: How could it happen? Let me count the
- If customer tweets about the poor service, and they say LMFAO, should it be addressed? Removed?
- Is the abovementioned any different if they spell it out as Laughing My F*cking Ass Off?
- Is WFT offensive if it is offered instead of WTF?
- Can you fire an employee who checked in at a venue via Foursquare, when they were meant to be somewhere else?
- If a manager happens to see someone’s Linked In profile (but they were not invited as a connection) and there is an inconsistency with their resume, can you do anything about that?
- If someone insults a colleague via their personal FB profile, does that constitute harassment?
- If customer ‘friends’ an employee (are they allowed?) and during subsequent communications the employee infects the customers computer system with a virus, are you covered?
- Email signatures can have disclaimers, but tweets and updates and check-ins don’t, so how do you ‘disclaim’ something in such a way that it will hold up in court?
- If an employee owns a twitter account and is followed by customers and that person resigns; who owns the list of followers? (The database?)
- How long are you meant to keep a list of tweets in archive? Can you archive it?
- An employee sends a link via a tweet that connects to pornographic content via direct message as opposed to a public tweet. Is that different?
- Are there certain twitter followers who are not allowed to be followed?
- Given the prevalence of ‘bots’ on twitter (fake, robot accounts) – should you and can you verify all your followers of an official account?
- If one employee posts a picture of another – or even a selfie – is there a potential breach of privacy? Or if someone or something ‘confidential’ happens to be in the background of said selfie, can you be sued?
- Is there a difference between a tweet that is scheduled for after hours release but written in business hours?
- If a customer (ratepayer) lodges a complaint via Facebook, is that a considered a formal complaint even if it was not directed at someone specifically?
- If a customer lodges an offensive picture or comment and other customers are offended by it, are you liable?
- Are you allowed to delete a post just because you find the language offensive?
- Is having a policy sufficient defence in releasing the employers’ obligations?
- How much training is enough given that there are new networks all the time?
- Are employees obligated to declare their activity on all social networks?
There is more where that came from, but I am sure you get the idea.
What are you going to do next?