As featured in the July edition of Bowler Magazine
In recent times, an ongoing topic in the news revolves around the use of social media in business, which can be both advantageous and detrimental. Many of us have witnessed businesses that maintain excellent social media profiles, not only providing entertainment but also sharing information about upcoming events and promotions, establishing themselves as the go-to place.
Unfortunately, when it comes to executing a social media strategy, we must also consider the negative aspects of social media, such as receiving one-star reviews and encountering unpleasant comments that are challenging to remove promptly.
Given the rapid spread of negative experiences on the internet, it is often more effective to prevent issues rather than dealing with them afterward. Below, we present our top recommendations for club committees when it comes to managing their social media presence.
Set the Bowls Club's Rules
Clubs often opt to address social media-related matters within their existing policies, such as a Code of Conduct or Member Protection Policy. While this approach can offer general guidelines and restrictions, the rapidly evolving nature of social media often necessitates the development of a separate social media policy.
Maintaining a distinct social media policy allows for more detailed coverage of specific social media issues, easier handling of the club’s official social media accounts, and facilitates easy updates and accessibility for members.
An effectively crafted social media policy typically addresses the following issues:
- Obtaining consent for posting images.
- Posting in an official capacity on behalf of the club.
- Handling sensitive and controversial topics.
- Complying with relevant laws.
- Implementing disciplinary procedures.
Furthermore, it is crucial to ensure that the disciplinary processes outlined in the club’s constitution or by-laws are comprehensive enough to enable appropriate action to be taken if members make inappropriate posts on social media. Similarly, it is important to establish a suitable policy to address social media concerns related to the club’s employees.
Appropriate employees for social media
Given the ever-changing landscape of social media and emerging platforms, it can be challenging to stay up to date. Therefore, it is crucial to have the right individual responsible for managing your club’s social media accounts. This person, often referred to as the “influencer”, not only adds marketing expertise to promote the club, but also serves as the main point of contact for members, guests, or third parties who may have concerns or issues regarding the club or its posted content.
taking appropiate action with social media issues
Even with a well-crafted social media policy and a competent social media manager, occasional issues are bound to arise on social media platforms. To safeguard the club’s reputation, it is crucial to address these issues promptly and effectively.
Depending on the nature of the problem, appropriate actions may include removing a post, requesting the removal of a post by another user or organisation, contacting the platform manager, or issuing an apology. Given the potential seriousness of social media issues, it is important to gather as much information as possible before making a decision. Once the necessary information is collected, management should swiftly determine the best course of action and follow through without delay. Timeliness is essential when dealing with matters on the internet, and social media is no exception.
Having prepared sample responses for negative feedback, complaints, or inappropriate comments can aid in ensuring a quick and consistent response from the club when issues arise. Additionally, it is advisable to have a communication plan in place in the event that an incident escalates and involves the media. This plan should designate a designated person who is well-prepared to address inquiries and public comments in an appropriate manner.
If you have any questions on this topic or any other issues relating to a social media regulations and requirements, please call me on (07) 3224 0353.
