Today I attended the WA Corruptional and Crime Commission’s Practicioner forum on social media: Social Media Strategy, Policy and Tools. I work in an Online Marketing Team for a large public education organisation and have a specific marketing focus, so it was nice to hear from other large public organisations who are grappling with the same or similar issues. It was also good to go beyond a specific marketing focus and look at the challenges (and opportunities) social media represents as a whole across all facets of organisations.
For public organisations, there are alot of compliance and reporting requirements, so it is not as easy to be immediately agile to take up opportunities and challenges but it is something that can be worked towards. For private organisations and small businesses, it is good to see the risks and issues identified by the public sector. I think the very fact that many of the organisations who were present today have so many ‘t’s to cross and ‘i’s to dot means they are at the forefront of identifying and addressing risks as they move to adopt social strategies and develop presences on social platforms – in some cases, the same requirements apply no matter the size of your business.
Presenters were:
- Mark McCrory – Manager Marketing and Communications, City of Joondalup
- Di Jasas - Managing Director, Price Consulting Group
- Gerry McCusker – Founder of Engage ORM
I take my notes on twitter, so I have pasted my tweets below to collate thoughts.
I should warn you that these are not verbatim quotes – there is commentary and my own lateral thoughts based on what was being discussed as well as quotes. Unfortunately I didn’t differentiate between the two. If the slides become publicly available I will share them with you so you can see some of what I was reacting to and/or what I was noting down for my interest/future reference.
Corruption & Crime Commission seminar on social media: strategy, policy and tools this morning. Exciting stuff!—
(@natachasuttor) February 27, 2013
Initial focus on policy & behaviour as outcome + lack of best practice precedence: hard when SM use evolves demographics & behaviours change—
(@natachasuttor) February 27, 2013
Corruption & Crime Commission seminar on social media: strategy, policy and tools this morning. Exciting stuff!—
(@natachasuttor) February 27, 2013
Developing a misconduct resistance approach means…? More than policy, content, individual misconduct, Marketing or HR—
(@natachasuttor) February 27, 2013
Involves setting up appropriate spaces for customers, consumers and employees to interact.—
(@natachasuttor) February 27, 2013
Mark McCrory presentation starts:
City of Joondalup talking about 360 process undertaken to develop strategy and policy. Resourcing and longevity of channels crucial.—
(@natachasuttor) February 27, 2013
Denying user engagement on social presences: redundant. Legitimate criticism should not be shut down.—
(@natachasuttor) February 27, 2013
Accountability to be understood across organisation, may be called to answer for decisions made at any level of organisation.—
(@natachasuttor) February 27, 2013
Education develops appropriate behaviours BUT needs to align with definition & establishment of appropriate spaces for interaction.—
(@natachasuttor) February 27, 2013
Learn from other peoples disasters, use as a jumping off point to consider risk and possible scenarios within own organisation.—
(@natachasuttor) February 27, 2013
Di Jasas presentation starts:
Talk on HR and recruitment starts with the phrase 'I googled him' —
(@natachasuttor) February 27, 2013
Using social media for HR presents great opportunities, risks for short listing and screening and background checks.—
(@natachasuttor) February 27, 2013
Countries looking at outlawing social media use in recruitment (Germany), in US 75% of orgs use SM checks in recruitment process :O—
(@natachasuttor) February 27, 2013
Accountable, transparency & compliance requirement for public sector. IMHO Also equity aspect.—
(@natachasuttor) February 27, 2013
Research a 2 way process: prospective applicants will research panel members while org is researching them. Privacy risks for everyone.—
(@natachasuttor) February 27, 2013
Looking at recruitment options: don't use SM at all, use only to advertise or use for all aspects of recruitment process.—
(@natachasuttor) February 27, 2013
Internal job boards vs emerging recruitment via LinkedIn etc. Ability to target passive prospective applicants not just active seekers.—
(@natachasuttor) February 27, 2013
Employee review sites can affect your rep as employer and ability to recruit…can turn off applicants.—
(@natachasuttor) February 27, 2013
Following required to effectively use social channels to recruit…—
(@natachasuttor) February 27, 2013
If some of your candidates have high privacy settings you are not assessing equitably.—
(@natachasuttor) February 27, 2013
Social presences are personas, not completely representative of person: judging personality fit on insufficient data.—
(@natachasuttor) February 27, 2013
Is ability to use white washing programs and set privacy settings actually an indicator that someone can perform in a given position?—
(@natachasuttor) February 27, 2013
Use concerns raised in checks as a reason to reinterview, reference checks; not as grounds for making HR decisions.—
(@natachasuttor) February 27, 2013
Separate researchers from decision makers, limit to job relevant results – respect private spaces.—
(@natachasuttor) February 27, 2013
Inform candidates that social media checks may be used…provided org recruitment practices allow it.—
(@natachasuttor) February 27, 2013
Awesome talk by Di Jasas from Price consulting! Very thought provoking.—
(@natachasuttor) February 27, 2013
Gerry McCusker presentation starts:
Gerry McCusker talk on social media: the enemy within: Social media is a Trojan horse that your employees bring to work.—
(@natachasuttor) February 27, 2013
The only way to handle a SM crisis is to plan for it ahead.—
(@natachasuttor) February 27, 2013
Massive risk resulting from social media: Traditional/heritage media and impacts of their reportage on new media incidents.—
(@natachasuttor) February 27, 2013
Must find out what/where the 'internal treachery case'. Time to get my sleuth on. public sector, no policy, no monitoring + reportage…—
(@natachasuttor) February 27, 2013
Government brands are not love brands, they are hard to love brands. Social channels can be whinge tunnels.—
(@natachasuttor) February 27, 2013
Have to be culturally ready for the conversations your customers want to have, which may not be what you want them to be saying about you—
(@natachasuttor) February 27, 2013
Addict-o-matin – must play —
(@natachasuttor) February 27, 2013
(Sp: Addictomatic)
Socialbakers getting a good rap.—
(@natachasuttor) February 27, 2013
Tonality of how people use space, not conducive to rational conversation – LOVE it.—
(@natachasuttor) February 27, 2013
(all this, barring the love it bit, was a paraphrase. It was awesome. I still love this)
ASB rulings: pre moderation, liability, 24 hour channel management.—
(@natachasuttor) February 27, 2013
(Clayton Utz summary of ASB rulings: Like this page: Businesses’ liability for unlawful third party content on social media)
Incongruence between motives and stakeholder needs and Offering general advice on a 1-to-1 conversation platform.—
(@natachasuttor) February 27, 2013
3 Ps: policy, purpose and processes. Crisis management plan must account for social outputs across all org channels.—
(@natachasuttor) February 27, 2013
(I would say 4 Ps: preparation, backed up by point after next)
Legal document (policy) plus frontline communicators version (guidelines) and dos and don'ts : videos, posts, polls.—
(@natachasuttor) February 27, 2013
Pre written responses to assist with escalation. Set up
Night time and weekend pre moderation.—
(@natachasuttor) February 27, 2013
This forum was the second in a series, the CCC have shared slides from the the first part: Social Media: friend or foe . Unfortunately, I wasn’t aware of the first forum so didn’t attend.