Lithium recommends that we prepare Employee Guidelines prior to the launch of our Community. My understanding is that Employee Guidelines are an addendum to the User Guidelines of a community and include additional items that employees should follow as representative of your organization.
Does any one have sample Employee Guidelines they would be willing to share?
Hi @ekorsgaard, some of your guidelines may depend on what kind of community you run. One general rule is around confidentiality/internal information for your company. Obviously, anything confidential should not be shared on the community. Another guideline you may want to have is around response time--you may want to have your employees wait awhile before posting, so that other community members have time to jump in and help out
I would also add that you might not need to reinvent the wheel here @ekorsgaard
Most companies these days have social media policies in place. You might not need employee guidelines for your community if you already have a robust social media policy. If not, then formulating something beyond just the community would be highly recommended!
I'm writing the guidelines right now. At the moment I'm working on user guideline but I think I'll create also employees' one before the launch of our Community, as Lithium suggests.
Please note, we already have a strong social media policy for employees so our guidelines will be only a "light" reminder.
I find on web this guideline (is in Italian, sorry) that seems a good starting point:
Have a nice day
Initially, select employees will be responsible for monitoring forums and responding to threads from customers about our products and best practices, producing content such as blogs. We are also planning on using the community internally to store and share knowledge.
Thank you for your response. It was helpful!
I am also looking for some help with this topic. I got a moderator procedures created but would love to see what others are using as a template for employee guidelines and terms of engagement. We currently don't have any employees jump in (only moderators) but we are looking to scale and have some agents jump in to help.
Any feedback or point of view is highly appreciated.
We already have our moderator guidelines set in place but are wanting to create employee guidelines. We want to create these guidelines for employees who aren't part of the community team but are posting on the Community sharing product updates or hosting Q&A's. Does anyone have any ideas on where to start with this or have a draft of their own employee guidelines that they would be willing to share?