Be Social... But Be Cautious

Facebook, Twitter, and Google+ are great ways for employees to socialize and even for employers to promote their business.  While many employers monitor communications and employee behavior on these technologies, policies should be very clear.  More importantly, management should understand how to properly implement these policies.

You should have a policy that is specific and comprehensive is scope.  All policies should be clearly communicated to employees and make sure to train management on the importance of following company policies.  FYI, current privacy laws allow businesses to monitor electronic communication but it is important to stay abreast of changes in such laws and relevant court decisions.

Make sure you are protecting your company's reputation.  Social media can be a great way to promote a business, but don't forget about those negative ninnies out there.  Social media certainly provides  an easy forum for employees or dissatisfied customers to vent their opinions or frustrations.  Still, companies may also impose sanctions on employees for criticizing or disparaging the employer outside of work, including on social media websites. (http://www.infolawgroup.com/2011/01/articles/enforcement/employee-privacy-gains-in-the-united-states/)

There is also the issue of harassment versus free speech.  It is interesting to note that issues of harassment are not protected by free speech.  Harassment is defined as unwelcome verbal or physical conduct based on race, color, religion, sex, national origin, age, disability (mental or physical), sexual orientation, or retaliation.  Whether harassment occurs in person or via any technology, such behavior is not protected by law.

Make sure you have a clearly defined policy that is understood by all and lead by a well trained management team.  Employees should be made aware of their responsibility to follow this, as well as all workplace policies.  Leaders must manage all policies consistently and fairly throughout their workforce. 

This article should not be construed as legal advice.

What is Your Client/Customer Approval Rating?

“Wow, I was so impressed by their service!  I absolutely recommend their business…” are the words that every employer dreams of.

Many times, employers only think about surveying their employees for their opinions on organizational culture, benefits, morale, management and other terms and conditions of employment.  But have you ever surveyed your clients or customers?  Do you think that just because your clients and customers are continuing to do business with you that they are truly satisfied with your performance as a manager or the performance of the company as a whole?  You’ll never know until you ask.

When you enter into a relationship with a new client or customer, there should be checkpoints established whereby both parties can assess the status of the project, proactively identify any challenges and agree on solutions, and recognize accomplishments.  Whether these checkpoints are every week, every month or once a year depends on the complexity of the project. 

In many cases, there will be feedback provisions built into the contract.  For example, there may be a provision that states that your company will not be paid unless and until a particular goal or deadline is met.  If you receive payment, it is very likely that the client or customer was satisfied with your work.  But, be careful about making assumptions.

In today’s competitive environment, you should also be inquiring into more specific, day-to-day interactions that can sometimes make or break a professional relationship.  For example, how long does it take for you or your company to respond to a client’s phone call?  Is the client able to reach you directly or do they get caught up in your company’s automated telephone response system or hung up on by the receptionist?   How quickly are problems resolved and are they monitored to prevent further complications?   And, just as important, do you or does anyone from your company offer a sincere apology for any delays, inconveniences, or mistakes or do you just make excuses or simply fix the problem without any follow-up?

In addition to monitoring these issues, you may also want to consider sending your client a request to complete a quick, online survey that incorporates day-to-day interactions and other topics.  Just make certain that the survey goes to individuals who are actively involved in the project and that you follow up with any issues noted in the client’s feedback in a prompt manner.

Checking in with your clients and customers goes a long way to making them feel valued and understood, as well as improves the professional relationship, such that when there is a problem, it is more likely to be resolved in an amicable manner.

This article should not be construed as legal advice.

How Does Your Company Look on the Internet?

When you read the title of this article, did your mind first think of your company’s website and all the things in it?  If so, there’s so much more you need to be aware of when it comes to your company’s image and reputation.

The contents and image of your company website is entirely in your control.  You decide what goes in the website and how the site looks.  You have the ability to update the information regularly and determine the tone and message you want to give out.

As a company, you also have control over any tweeting or blogs that come out of your website or social network sites.  After all, the individuals posting these comments are either your employees or independent contractors that you hired to help you in your marketing initiatives.

But what about what others are saying about you on the Internet? 

Go on any search engine and type in your company’s name.  Now go through each search result.  Hopefully, the first result that pops up is your company’s home page.  If not, you’ll need to look into search engine optimization tools to improve the visibility of your site. 

What do the other search results reveal about your company?  Are they links to some of your vendors or clients?  Are they links to customer feedback sites?  If so, what do customers say about your company?  Are the comments positive or negative?  Are the comments specific enough to provide you with information to assess the validity of the comment or take action if improvement is needed?

Is it important to your organization to have a high number of followers on Facebook or to be connected to a certain number of individuals on LinkedIn?  If so, what is your company doing to achieve these goals?

The Internet is a vast universe filled with opportunities and drawbacks.  Once information is posted, the information becomes available to anyone with access so it’s important that your company regularly monitor the Internet and engage in ongoing public relations and marketing activities to improve your image and visibility.

This article should not be construed as legal advice.