Coca-Cola's Social Media Policy Guidelines

There's a right and a wrong way to write social media policies. Coca Cola seem to get it right. You can download Coca Cola Social Media policy here.

Social Media Principles & Takeaways

1. Be Certified in the Social Media Certification Program.

All associates who wish to officially represent the Company online must complete the Social Media Certification Program prior to beginning or continuing these activities.

Takeaway – create a training program and help employees understand what's expected of them online.

Get this Twitter Usage Policy

2. Follow our Code of Business Conduct and all other Company policies.

Our Code of Business Conduct provides the foundation for these Online Social Media Principles: As a representative of [the Company], you must act with honesty and integrity in all matters.

Takeaway– dovetail all Social Media policies into your formal Policy Guides and Employee Handbooks.

3. Be mindful that you are representing the Company.

As a Company representative, it is important that your posts convey the same positive, optimistic spirit that the Company instils in all of its communications. Be respectful of all individuals, races, religions and cultures; how you conduct yourself in the online social media space not only reflects on you– it is a direct reflection on the Company.

Takeaway– remember that you're an Ambassador for the company. Engage with others online knowing that they judge you and the company based on your interactions.

4. Fully disclose your affiliation with the Company.

The Company requires all associates who are communicating on behalf of the Company to always disclose their name and their affiliation.

It is never acceptable to use aliases or otherwise deceive people.

Takeaway– be honest in your dealings with others and avoid hiding under aliases or fake names. Be proud of your employer and share your knowledge in a caring, helpful way.

5. Keep records.

It is critical that we keep records of our interactions in the online social media space and monitor the activities of those with whom we engage.

Because online conversations are often fleeting and immediate, it is important for you to keep track of them when you're officially representing the Company.

Remember that online Company statements can be held to the same legal standards as traditional media communications. 

Takeaway– keep track of what you write, especially when dealing with sensitive issues and/or difficult customers. Also, use common sense. You don’t need to record every tweet.

6. When in doubt, do not post.

Associates are personally responsible for their words and actions, wherever they are.

As online spokespeople, you must ensure that your posts are completely accurate and not misleading, and that they do not reveal non-public information of the Company.

Exercise sound judgment and common sense, and if there is any doubt, DO NOT POST IT.

Takeaway– When in doubt, leave it out! If you're hurt or offended by comments made online, let it go for a day or two and then respond when you’ve calmed down. Don’t feed the trolls.

7. Give credit where credit is due and don ’t violate others ’ rights.

DO NOT claim authorship of something that is not yours. If you are using another party ’s content, make certain that they are credited for it in your post and that they approve of you utilizing their content.

Do not use the copyrights, trademarks, publicity rights, or other rights of others without the necessary permissions of the rightsholder(s).

Takeaway– Social Media karma results in helping others. No one knows everything, so share your links and bring others into the conversation.

8. Be responsible to your work.

The Company understands that associates engage in online social media activities at work for legitimate purposes and that these activities may be helpful for Company affairs.

However, the Company encourages all associates to exercise sound judgment and common sense to prevent online social media sites from becoming a distraction at work.

Takeaway– Use common sense and remember your day job.

9. Remember that local posts have global significance.

The way that you answer an online question might be accurate in some parts of the world, but inaccurate (or even illegal) in others. Keep that world view in mind when you are participating in online conversations.

Takeaway– Assume that the world is reading your tweets, Facebook status updates because they may be. Don’t make jokes about issues, subjects or individuals. It can backfire very easily.

10. Know that the Internet is permanent.

Once information is published online, it is essentially part of a permanent record, even if you remove/delete” it later or attempt to make it anonymous.

If your complete thought, along with its context, cannot be squeezed into a character-restricted space (such as Twitter), provide a link to an online space where the message can be expressed completely and accurately.

Takeaway– Use the most appropriate Social Media site. There's a time for all things, sometimes its Twitter, sometime Facebook, or LinkedIn. Use your judgment and see how each network suits your needs.

How to Get Started

The best way to start writing your own policy documents is to use an existing Social Media Policy template pack as a framework and then build on that.

Get some free on the Social Media Template Policy site or buy some from us.

Disclosure: we contribute to SocialMediaTemplatePolicy.com.

Social Media Template Pack

This template Pack includes:

• Social Media Policy Template (64 pages) Use this template to define your Goals, General Policies, Confidentiality, Disclosures, Legal Issues, Intellectual Property, Brand Guidelines and more.
• Twitter Usage Policy - outline how employees may use Twitter to share, interact and communicate professionally.
• Facebook Usage Policy - show staff how to be an Ambassador for your business on Facebook Fan pages.
• LinkedIn Usage Policy - series of guidelines for using this professional network site and using LinkedIn groups
• Company Blogging Policy - guidelines for employees writing on corporate blogs; how to respond to comments, queries, feedback, and press enquiries.
• Personal Blogging Policy - use this to help employees understand their obligations when using personal blogs.
• Social Media Risk Management Policy - guidelines to reduce risk for employees and managers using Social Media sites.
• Brand Usage Policy - use this to ensure that your brand is used consistently across all social media network sites.
• Code Of Conduct - extensive list of Do's and Don'ts when using social media network sites.

Click here for the Table of Contents and more Screenshots.