i. Accounts
Enterprise Causeway (EC) operates the following social media accounts:
@Enterprise_Causeway
@thecourthousepeaceiv (The Courthouse Shared Space Creative Hub project)
@The_Designerie
@Causewayenterp
@enterprisecauseway
@thedesignerieshop
ii. Account Management
The Communications and Events Officer has overall responsibility for creating content, scheduling, monitoring and responding to comments/queries across EC’s company accounts, as well as the PEACE IV, Courthouse Shared Space Creative Hub account.
These accounts will be updated and monitored from 9am to 5pm, Monday to Thursday and 9am – 4pm on a Friday, with an automatic response in place.
The Communications and Events Officer will read all messages (public and private) and will respond accordingly given the nature, volume and time received.
EC is not obliged to follow any of its followers. Any account followed by EC does not imply endorsement of any kind. 'Retweeting' is also not an endorsement.
Analytical tools will be used to record, track and evaluate the success of social media activity on a monthly basis. This analysis will be focused on engagement levels (measured in retweets, likes, comments), reach, impressions, new followers and/or new subscribers.
Other EC employees have a degree of responsibility for content creation, scheduling, monitoring and responding, including the CEO, PEACE IV Community Outreach Officer and EC administrators (particularly in the Communications and Events Officer’s absence/unavailability). Account passwords are securely retained by these employees.
The Designerie Manager and the store’s Digital Marketing Officer have responsibility for The Designerie’s two accounts and implement their own social media policy/practices.
iii. Unacceptable Behaviour
EC reserves the right to delete messages that it considers to be offensive or defamatory in nature. It also reserves the right to block the sender of such messages and/or posts.
EC expects users not to:
a) Post personal or confidential information on a public page. These should be shared in a private message.
b) Be offensive, indecent or abusive.
c) Post anything that could be considered defamatory or embarrassing, or damaging to someone’s reputation.
d) Use its social media accounts in a way that might breach any laws and regulations.
e) Direct people to sites containing viruses or anything that might damage their work/personal devices.
f) Attempt to access its administrator features or functions without permission.
g) Spam or troll its social media accounts.
iv. Handling Complaints / Offensive Comments
In the advent of complaints/and or offensive comments the Communications and Events Officer will:
1) Assess severity of complaint/comment and apply appropriate course of action:
a. Engage/respond.
b. Hide/delete public comment.
c. Ignore private comment and continue to monitor further messages.
d. Block user.
Social Media Policy
2) If applicable, respond immediately to acknowledge individual. This may include a request to resolve privately through direct message/and or telephone call, or by issuing a pre-approved holding statement.
3) If necessary, alert/seek further opinion/input from CEO/Board Members if deemed a potential crisis communication scenario.
4) Monitor response or additional comments/complaints from others, particularly if public post.
5) Report to CEO/Board members of any ongoing complaints/negative commentary.
Individuals can request to remove/amend posts across EC accounts, in writing:
Email: info@enterprisecauseway.co.uk / thecourthouse@enterprisecauseway.co.uk
Letter: C/O Cathy McGarry, Communications and Events Officer, Enterprise Causeway, 17 Sandel Village, Knocklynn Road, Coleraine, BT52 1WW.
Or by telephone: 028 7035 6318 / 07457 212 389.
v. Account Hacking
In the advent of one or ALL of EC’s social media accounts being hacked, the Communications and Events Officer/and or appropriate EC employee will enact the below:
1) Suspend ALL accounts (not just social media). Change login details with strong passwords/adjust privacy settings.
2) Alert EC’s finance department and lock down ALL financial accounts.
3) Notify the social media provider.
4) Alert followers/members of public. If access to one account/and or when control is regained. Should control not be regained quickly notify via another channel so followers/members of the public do not fall foul to scammers i.e. via the Company website, email, or phone call/message.