SOCIAL MEDIA POLICY for SEB Funeral Services trading as France Family Funerals ABN 13 630 504 639
Introduction The explosion in mobile communication and social media activity has changed forever the way the businesses engage with their customers. France Family Funerals (FFF) is committed to respectful and informative communication with its customers and the greater Australian public who use social media. These guidelines set out recommended practice for social media communication by FFF.
Social media defined Social media is a set of internet-based tools used for sharing and discussing information. It refers to user-generated information, opinion and other content shared and discussed over open digital networks.
Social media may include, but is not limited to:
social networking sites—Facebook, LinkedIn
photo sharing, infographics and video websites—Flickr, Instagram, Pinterest, YouTube
blogs, including corporate, government and industry blogs
Social media also includes all other emerging electronic/digital communication applications.
Accessibility FFF will ensure these guidelines are publicly available and are easily accessible on our website.
Official use FFF will make use of social media in the following ways:
By contributing original content to its Facebook, Instagram and Twitter accounts
By sharing, reposting and re-tweeting content from online platforms operated by external organisations, including news outlets, social media influencers, bloggers, food writers, local tourism bodies, local businesses, suppliers, local council, and so forth.
Principles of engagement FFF adopts the following principles when engaging with its stakeholders through social media. These principles also encourage the community to enter into an open conversation with FFF.
Professional—we will communicate with the utmost integrity and responsibility, working to provide individuals with the appropriate information using a professional yet playful tone.
Relevant—we will provide the latest, most relevant information about FFF and communicate news from in and around Newcastle, targeting our audience of family decision makers.
Authoritative—if a statement posted by a social media user about FFF is incorrect, we will endeavour to direct them to the correct information.
Responsive—we will aim to respond to all online queries within 48 hours. Social media is a real-time platform, so questions should be addressed in a timely manner.
Moderated—all FFF social media accounts will be monitored during operating hours of 9am - 9pm, 7 days per week. Comments posted by the public that do not comply with the FFF social media guidelines will not be published or will be removed.
Moderation and comments FFF welcomes constructive, respectful engagement and promotes open, “family friendly” forums. We moderate all our social media and feedback sites and request users please observe the following posting guidelines:
Defamatory, offensive or unlawful posts on FFF social media channels will not be published or will be removed.
Forms of solicitation or advertising will not be published or will be removed.
Posts that contain a link to, or copy of, content that is subject to an online content complaint will be removed or not published in the interest of protecting others from inadvertently accessing material that may be prohibited.
Comments should be on topic and relevant to FFF.
Comments published on FFF websites or our associated social media sites are the views of the commenter. Publication of the comments should not be taken as endorsement or agreement by FFF. Retweets (via Twitter) should also not be seen as endorsements or agreement by FFF.
FFF makes no warranties or representations regarding the accuracy, reliability, validity and/or completeness of third-party information.
Implementation, monitoring and review
FFF’s Social Media Content and Engagement Manager, working in conjunction with senior management and office staff are responsible for the implementation, monitoring and review of all social media channels and activities.
Each social media channel is monitored during business hours and outside business hours when necessary.
A social media plan and content calendar is developed, agreed and implemented for each social media platform where FFF is present.
Social media platforms are reviewed and modified continuously to keep them in line with the overall objectives and needs of FFF and the public.
Public information and confidentiality
FFF will only provide information that is publicly available. This includes information on its website, information that senior management has authorised for release as part of the social media content plan.
All information provided will be factually correct.
FFF will not publish confidential information on social media sites where it is active.
Copyright
Copyright and fair use of information will be adhered to.
When using social media, it is acceptable to link to another person’s work. In general, a short excerpt—typically no more than a paragraph—can be quoted. The author and publisher should be acknowledged.
Only copyright-free images will be used in compliance with the rights holder’s requirements, or images will be referenced with the original source acknowledged.
The online requirements for FFF employees include:
Behaving with respect and courtesy, and without harassment
Dealing appropriately with information
Being sensitive to the diversity of the Australian public
Taking reasonable steps to avoid conflicts of interest
All employees will read, understand and agree to be bound by the guidelines as outlined above.
Contacting us France Family Funerals welcomes your comments regarding this Social Media Policy. If you have any questions about this Policy and would like further information, please contact us by any of the following means during business hours Monday to Friday.
Call: (02) 4058 1960
Post: Attn: Privacy Policy, France Family Funerals, PO Box 557, Nelson Bay NSW 2315 AUSTRALIA
