A comparative analysis of the social media policies of Dell, IBM, RightNow Technologies and Ball State University. Designed to help identify elements important in forming social media policy.

1. Comparative Analysis of Social Media Policies IBM, Dell, RightNow Technologies, Ball State University by Chris Syme

2. Purpose

3. Purpose, cont.

4. Policy

5. Policy, cont.

6. Policy, cont.

7. Policy, cont.

8. Procedures

9. Procedures, cont.

10. Post Scripts… Just a few closing thoughts… There is a key element missing or not specifically addressed in these policies and that is what to do when you have a problem with negative feedback or comments on your sites. IBM’s policy does go into some detail here in a section called “don’t pick fights” and my instincts tell me that RightNow and Dell both have reputation management elements in place for these situations. But, it is essential for companies and organizations to establish a reputation management policy that helps posters deal with these situations before the escalate and cause a PR problem (remember Nestle, people). I’ve found that, overall, many companies are woefully prepared to be proactive. So one last word of wisdom is to have a crisis communications policy that extends to social media and have someone responsible for monitoring and educating. Some of you have asked to see our department policy. I can make that available to you after it has gone through all the proper approval channels. We are just finishing it up…I will post it when it is done. Let me know what you think…csyme@msubobcats.com or post in the comments section of the blog.