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Helpful Social Media Policy from Chris Brogan and Julien Smith in their book, The Impact Equation

I spend a lot of time driving my car back and forth to work and to client meetings, usually all around the beautiful state of Maine. As a matter of fact, I put in about 25,000 to 30,000 miles a year. I am so thankful that I discovered Audible, which is an online service that allows me to purchase books that I download to my phone then listen to on the Bluetooth in my car.

The Impact Equation by Chris Brogan and Julien SmithRecently I listened to “The Impact Equation,” by Chris Brogan and Julien Smith. It was so good, that I plan to listen to it again soon. The authors themselves read their own words. I heard Chris speak in person last year in Portland, and listening to him read his book was like having him sitting next to me in my car, giving me invaluable advice on strengthening business relationships.

The thing I found most helpful was the advice on establishing a social media policy for your business. You may know that at Nancy Marshall Communications, we write strategic marketing plans, which we call The Marshall Plans®, and we include tips on building relationships through social media. This policy will be a helpful addition to our plans.

  1. When commenting, please use appropriate language, the kind of language you would use in front of your kids. Please refrain from curse words.
  2. We welcome on-topic comments.
  3. If you have a negative opinion of our company or any of our people, please feel free to connect with us via our “contact us” page so we can follow up with your comments or concerns.
  4. We welcome your suggestions. We really do want to address your concerns.

Internal Policy for employees:

  1. If there are curse words in a social media post, edit those out, but leave the rest of the comment.
  2. If they are talking about our company or a competitor’s company, do not delete, even if it’s praising a competitor’s company.
  3. Do your best to follow up with anyone who has a complaint, even if you believe they are in the wrong.
  4. Pass on any praise to the appropriate person.
  5. Handling comments or criticism is important to growing the human element of our company.

Thanks Chris and Julien! I am a huge proponent of building your brand by building and strengthening the network around you as a person and around your company. Your book makes a case for this kind of brand-building through relationship building.

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