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Social Media Policies and Guidelines

This guide is meant to provide our Library users and online community members with a Code of Conduct for social media posts and interactions and to provide Library staff with the tools necessary to successfully manage the Library's social media accounts.

Staff Guidelines

Social Media Posting Guidelines 

Purpose 

These guidelines are intended to give LSC-CyFair Library staff the tools they need to manage a successful social media account, in keeping with the library’s Social Media Policy. 

Guidelines

SECTION 1: Types of accounts

  1. Libraries and/or departments can establish, with the director’s permission, any social media accounts which they are able to maintain at a high, professional standard. Most libraries can meet their social media goals with only a Facebook and/or Twitter account; however, other platforms can be considered if staff believe it would better reach the community. *

  1. Social media accounts should be updated at least once a day. Approved staff** are encouraged to make use of the Sprout post-scheduling options, which allow multiple days’ worth of posts to be planned at once. All social media accounts should be kept active with regular posts and quick responses. Accounts that cannot be regularly updated should be suspended. 

  1. Create unique content for each social media account instead of always posting the same content across channels. For example, do not create an Instagram account that only posts a copy of each Facebook post or a Twitter account that only tweets posts from your other library social platforms. 
  2. Content may only be shared or posted as and from the official library page. Content representing the library must originate from the library's official pages. Content may NOT be shared, cross-posted, or streamed from individual/personal social media accounts and/or pages on to the official library pages.  Ex: A library employee may not share or cross-post a live stream video from their personal account. 

SECTION 2: Content of posts

  1. Consider your audience with each post. Language for social media posts should be conversational and light in tone (though still professional). Do not copy and paste the full text of a program or press release; instead, post a flyer, graphic, or link to program information or a press release and briefly describe the material. 

  1. You may share/repost content from other sources if it seems of interest to your audience i.e. students and patrons. Please consider the source when doing so; social media users can be very quick to judge a repost/retweet as an endorsement of political or social positions, etc. If in doubt, ask the Library Director. 

  1. Content may only be shared or posted as and from the official library page. Content representing the library must originate from the library's official pages. Content may NOT be shared, cross-posted, or streamed from individual/personal social media accounts and/or pages on to the official library pages.  Ex: A library employee may not share or cross-post a live stream video from their personal account. 
  2. Add graphics or images to posts whenever possible, as these are much more likely to get users’ attention. If your designated social media coordinator needs help designing attractive graphics, consider asking the Adult Training Coordinator or Library Director for training resources or reach out to the communications department for digital marketing graphics.

SECTION 3: Responding to users

  1. Managing social media is not just about publishing posts; it requires responsiveness and engagement. Make sure a staff member is assigned to check the account and respond to messages and/or posts in a timely manner. Patrons using social media expect quick responses -- especially during our operating hours. Set up “away” messages and automatic replies outside of operating hours. These automatic messages should be reviewed regularly and updated as necessary.

  1. As stated in the policy, negative comments or complaints should not be deleted. Instead, engage with the patron as we would with any other complaint, preferably by moving the discussion to a private venue.  For example:

    1. Thank you for telling us about your experience in the library. We want to address your concern -- please check your direct messages or email the library and someone will promptly address your concern. 

  1. Complaints and negative posts may be deleted if they are inflammatory, harassing, obscene, personally name staff members, or meet the other criteria in the policy. If you delete a post, send a direct message to the poster explaining why. For example:

    1. Thank you for telling us about your experience in the library. We removed your post because it contained language that violates our social media policy. However, we would like to address your concern. 

  1. Social media accounts flagged as dummy accounts/troll accounts, bot accounts, or spam accounts may be blocked and/or reported to the Social Media platform if deemed necessary. Please view the Social Media for Dummies blog post on how to identify troll accounts. ***

*New platforms must be investigated; new platforms with reported privacy or cyber-security concerns should be avoided.  EX: Snapchat Abuse of data.

** Staff members must complete a social media training requested from HCPL’s social media manager, David Cherry, before being approved and granted access to Sprout.

*** How to Identify Trolls: https://www.dummies.com/social-media/blogging/how-to-identify-trolls-in-your-online-community/