Lunch Date with a Lame Policy: Updating Communication Policies

Policies can be out of date just like fruit, especially in a world of changing communications. I recently came across this one:

“Under no circumstances should any employee make a statement to the media”

Isn’t every customer interaction a statement to the media? Every communication with an employee? . We stakeholders, executives, managers, employees, competitors and customers are increasingly becoming the media.

The blanket gag order is no longer possible. With social networks and lightning fast, near effortless communications, we are connected, more than ever.

The Question

How does a company align it’s policies to these new communications channels? What would a new written policy look like?

New Media Public Statements Policy: 3 Guidelines

1. Understand that you no longer control the communications channels.

The internet has rearranged the way we communicate and consume media. Through social networks, all stake holders in a business are conduits for information and entertainment. Acceptable communication styles are changing (have changed?), moving away from a broadcast “listen to me I’m talking to you” style to a conversational “Let’s add value to our stakeholders” style. Start looking at the world through social media tinted glasses.

2. Provide working guidelines

There are certain things that companies need to keep private and an appropriate policy enforces those important areas. Focus on being specific on what areas are strictly off limits. Maybe your company believes official comments and press interviews should be reserved for the PR guys or that all financial and labeled confidential information is a no go.

Instead of forbiding interaction, encourage the conversation in a positive direction. Tell staff to share their ideas and thoughts on what they re doing and what goes on around them. Provide a place to do this. Zappos is using twitter, some companies use GetSatisfaction or their blog. Give your stakeholders a way to communicate and share with you.

3. Be Proactive

Through tools like google alerts, twitter search, Yotify and a host of other services you can receive emails every time certain key words appear on a blog, in a conversation and the internet. It’s a listening post strategy.

With this information you are not only informed, but given a great opportunity to enhance the conversation. Whether that’s commenting on blog posts, using twitter, facebook or another social network, you are able to help, encourage and interact on a trusted level. People don’t like talking to companies, they like talking to people.

Bonus: Learn to be apart of the conversation

Every time your brand or area of expertise is mentioned you are given a great opportunity to add value to the interaction. Protect your brand in the best way possible through open public replies to complaints, public thank you’s and encouragement for positive mentions etc. People are talking about you, take advantage of it!

What should be included in new media statement policy? How do we align company policies with the changing communications landscape?

Please share your thoughts! I’ll post any other posts related to this one right here: