Online Policy for Public Sector Staff

Online Policy for Public Sector Staff

For the organisation;

Talk to staff positively, provide simple guidelines, training and digital mentors

For the staff;
Bring credit to our organisation
Do not bring our organisation into disrepute
Respond and fix facts
Keep a clear division between company pages and “personal” pages

Simple online participation policy for the public sector organisation:

Be credible: Be accurate, fair, thorough and transparent.
Be consistent: Encourage constructive criticism and deliberation. Be cordial, honest and professional at all times.
Be responsive: When you gain insight, share it where appropriate.
Be integrated: Wherever possible, align online participation with other offline communications.
Be a public servant: Remember that you are an ambassador for your organisation. Wherever possible, disclose your position as a representative of your department or agency.

Dealing with complaints, there are typically 4 types to deal with:

  • Unhappy customer: rectify the situation through normal customer care, provide direct contact details
  • Misguided: fix the facts, provide direct contact details
  • Raging: fix the facts, monitor, provide direct contact details
  • Troll: report, block and ban