peterbamuhigire/playbook-social-media-policy

Social Media Policy

Consultant note: This document is a starting framework based on established professional practice. It does not constitute legal advice. Advise the client to have this policy reviewed by their legal counsel and aligned with their existing employment contracts before issuing it to staff. In Uganda and East Africa, ensure alignment with the Computer Misuse Act (2011, amended 2022) and any applicable sector-specific regulations.

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Use when

• Generates a complete, adoptable social media policy document governing how a client's employees represent the company on their personal and professional social media accounts. Invoke this skill when onboarding a client with an internal team, when a client asks for staff guidelines around social media use, or when an incident involving an employee's personal social media activity has exposed the need for a formal policy. The output is a starting framework — advise the client to have it reviewed by their legal counsel before adoption.
• Use this skill when it is the closest match to the requested deliverable or workflow.

Do not use when

• Do not use this skill for graphic design, video production, software development, or legal advice beyond the repository's stated scope.
• Do not use it when another skill in this repository is clearly more specific to the requested deliverable.

Workflow

1. Collect the required inputs or source material before drafting, unless this skill explicitly generates the intake itself.
2. Follow the section order and decision rules in this SKILL.md; do not skip mandatory steps or required fields.
3. Review the draft against the quality criteria, then deliver the final output in markdown unless the skill specifies another format.

Anti-Patterns

• Do not invent client facts, performance data, budgets, or approvals that were not provided or clearly inferred from evidence.
• Do not skip required inputs, mandatory sections, or quality checks just to make the output shorter.
• Do not drift into out-of-scope work such as code implementation, design production, or unsupported legal conclusions.

Outputs

• A structured markdown document, plan, playbook, or strategy ready for client-facing or internal use.

References

• Use the inline instructions in this skill now. If a references/ directory is added later, treat its files as the deeper source material and keep this SKILL.md execution-focused.

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Required Input

Collect the following before generating the policy document:

• Client company name — used throughout the policy document
• Designated social media approver — name and job title (the person staff submit content requests to)
• Official customer contact channel — WhatsApp number or email address referenced in staff guidance
• Policy effective date
• HR contact name — the person staff approach for questions about violations or the disciplinary process
• Country/city — defaults to Uganda/East Africa if not specified

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[COMPANY NAME] SOCIAL MEDIA POLICY

Effective Date: [Date] Policy Owner: [HR Contact Name], [Title] Approved by: [Authorising Director/Owner Name], [Title] Next Review Date: [One year from effective date]

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1. Purpose and Scope

Purpose

This policy exists to protect [Company Name]'s reputation, protect employees from unintended consequences of online activity, and provide clear guidance on what is and is not acceptable when using social media in connection with the company.

Social media creates significant opportunities for [Company Name] — to build its brand, attract customers, and showcase its work and its people. It also creates risks when misused. This policy sets the boundaries within which all staff are encouraged to engage confidently and professionally online.

Who This Policy Applies To

This policy applies to:

• All permanent and contract employees of [Company Name]
• Freelancers, consultants, and agency partners who are engaged by [Company Name] and who may discuss the company online
• Any individual who identifies themselves as being associated with [Company Name] on any public platform

What This Policy Covers

• Personal social media accounts (Facebook, Instagram, X/Twitter, TikTok, Snapchat, and any other public-facing platforms)
• Professional profiles (LinkedIn and similar platforms)
• Any online forum, WhatsApp group, or community where the employee's connection to [Company Name] is known or disclosed
• Any content — posts, comments, stories, shares, voice notes in public groups, reviews — published online

This policy does not restrict employees' lawful personal opinions. It sets boundaries on how [Company Name] is represented and what company information may be shared.

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2. Encouraged Behaviours

[Company Name] wants its team members to be proud advocates of the company's work. The following activities are actively encouraged:

• Share company achievements publicly. When [Company Name] wins an award, launches a new product, or achieves a milestone, employees are encouraged to share this news on their personal channels with pride.
• Engage with official company posts. Like, comment on, and share posts from [Company Name]'s official accounts. Authentic engagement from real team members has more impact than paid advertising.
• Build a professional network on LinkedIn. A strong LinkedIn presence reflects well on both the individual and the company. Employees are encouraged to keep their profiles updated and connect with professionals in their sector.
• Share job openings. When [Company Name] is recruiting, employees are encouraged to share the vacancy with their networks.
• Write recommendations for colleagues. LinkedIn recommendations build the credibility of the team and the company.
• Respond positively to customers who reach out via personal channels. If a customer contacts an employee directly on their personal social media to ask about [Company Name], the employee should respond warmly and direct the customer to the official channel (see Section 4).

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3. Prohibited Activities

The following activities are prohibited. Violations may result in disciplinary action (see Section 7).

Confidential Business Information

Do not share any of the following, regardless of the platform or audience:

• Financial data, pricing structures, or commercial terms
• Client names, contact details, or account information
• Supplier agreements, contracts, or negotiations
• Unreleased products, services, or campaign plans
• Internal communications, performance data, or staff matters

Client and Customer Information

Do not share client images, client logos, client case studies, or any client-identifying information without written consent from the client. This applies even when the intent is positive (e.g. sharing a photo from a client event).

Negative Commentary

Do not post negative, critical, or disparaging comments about clients, suppliers, competitors, or members of the public that could be linked back to [Company Name]. If you have a professional grievance, raise it through internal channels.

Discriminatory or Offensive Content

Do not post content that could reasonably be perceived as discriminatory, harassing, or offensive on the basis of gender, ethnicity, religion, age, disability, or any other characteristic. This applies to original content and to content shared or endorsed.

Unauthorised Use of Company Branding

Do not use [Company Name]'s logo, trademark, brand colours, or visual identity on personal social media accounts without written approval from [Designated Approver Name].

Speaking on Behalf of the Company

Do not present yourself as an official spokesperson for [Company Name] unless you have been explicitly authorised to do so. Do not respond to media enquiries, public complaints, or crises via your personal account.

Legal Matters

Do not post, comment on, or share any content related to ongoing or potential legal matters involving [Company Name]. Direct all such enquiries to [HR Contact Name].

Activity During Working Hours

Do not use personal social media during working hours in a way that interferes with job performance or client service. [Company Name] is not seeking to monitor employees' personal device use, but visible misuse during work time will be addressed through the line management process.

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4. Handling Customer Enquiries via Personal Channels

If a customer, prospective customer, or member of the public contacts you through your personal social media account regarding [Company Name]:

Step 1 — Acknowledge politely. "Hello — thank you for getting in touch. I can see this is about [Company Name]. I want to make sure you get the right help."

Step 2 — Direct to the official channel. "Please contact our team directly on [WhatsApp number / email address] and they will assist you promptly."

Step 3 — Do not attempt to resolve the matter personally. Do not offer refunds, make commitments, share internal information, or give your personal opinion on how the company has handled a previous matter. Even with the best intentions, doing so creates confusion and potential liability.

Step 4 — Do not share personal opinions about the company. If a customer expresses frustration, acknowledge their feeling without validating a complaint or offering editorial commentary on how [Company Name] operates.

Step 5 — Notify the relevant manager. If a customer has made a complaint through your personal channel, inform your line manager or [Company Name]'s social media manager so it can be followed up through the official process.

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5. Disclosure Requirements

When an employee posts content that references [Company Name] — whether reviewing a product, commenting on the company's work, or sharing company news — they must disclose their employment relationship. This is international best practice and builds credibility with audiences.

Disclosure examples:

• "I work at [Company Name] — but this is my personal view."
• "Proud to be part of the team behind this — [Company Name] launched today."
• "Full disclosure: I work here! That said, I genuinely recommend this product."

Never post a false review. Employees must not post fake customer reviews, pretend to be a customer, or create anonymous accounts to promote [Company Name]. This is a breach of platform terms of service and, in many jurisdictions, constitutes consumer fraud.

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6. Approval Process for Employee-Generated Content

When an employee wishes to post content that uses [Company Name] branding, announces company news not yet made public, or requires official endorsement:

1. Employee drafts the proposed post.
2. Employee sends the draft to [Designated Approver Name] via [preferred channel — e.g. WhatsApp or email].
3. [Designated Approver Name] responds within 24 hours (or 48 hours if the request is submitted on a Friday or public holiday).
4. If approved: employee may post as drafted.
5. If not approved: [Designated Approver Name] provides a brief reason and, where possible, an alternative approach.

For straightforward shares of existing official [Company Name] content (e.g. re-sharing a company post on Instagram), no approval is required.

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7. Consequences of Policy Violations

Violations of this policy are treated as conduct matters and handled in accordance with [Company Name]'s standard disciplinary procedure.

| Severity | Violation Type | Consequence | |---|---|---| | Minor | First-time, unintentional breach with no external impact | Informal discussion with line manager; documented | | Moderate | Repeat breach or a first breach with reputational risk | Formal written warning via HR; [HR Contact Name] leads the process | | Serious | Sharing confidential data, defamation, impersonation, fake reviews | Disciplinary action up to and including dismissal; potential legal action |

Important: consequences must align with the client's existing employment contracts and HR policy. The classification above is a guide only. [HR Contact Name] must be involved in all formal proceedings.

Employees who are uncertain whether a planned post complies with this policy should seek guidance from [Designated Approver Name] before posting.

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8. Policy Review

This policy will be reviewed annually, or earlier if:

• A significant social media platform change affects how any section applies
• A legal or regulatory change in Uganda or the relevant jurisdiction requires an update
• An incident occurs that reveals a gap in this policy's coverage

Next scheduled review date: [Insert date — one year from effective date]

Review is the responsibility of [HR Contact Name] in consultation with [Designated Approver Name].

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Employee Acknowledgement

Complete and return this section to [HR Contact Name] by [date].

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I confirm that I have read and understood the [Company Name] Social Media Policy dated [Effective Date]. I understand the expectations and responsibilities set out in this policy and agree to comply with them.

Full Name: ___________________________________

Job Title: ___________________________________

Signature: ___________________________________

Date: ___________________________________

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Quality Criteria

Output meets production standard when it satisfies all of the following:

• Every section of the policy document uses the client's actual company name, approver name, and contact details — no visible placeholder text in the delivered version
• Prohibited activities are specific and unambiguous — each item describes a concrete action or content type, not a vague principle
• The customer enquiry handling section provides word-for-word example language employees can use, not just a description of what to do
• The disclosure requirements section includes worked examples relevant to the client's business type
• The consequences table distinguishes clearly between minor, moderate, and serious violations with proportionate responses
• The consultant's legal disclaimer is present and clearly positioned before the policy body
• The employee acknowledgement section is formatted as a standalone, signable section
• All content uses British English throughout; no American spellings appear in the delivered document