Emerging platforms for online collaboration are fundamentally changing the way we work, offering new ways to engage with customers, colleagues, and the world at large. It's a new model for interaction and we believe social computing can help you to build stronger, more successful business relationships. And it's a way for you to take part in global conversations related to the work we are doing at Concargo and the things we care about.
Just as with traditional media, we have an opportunity – and a responsibility – to effectively manage Concargo’s reputation online and to selectively engage and participate in online conversations related to Concargo. The following 10 principles guide how our certified social media spokespeople should represent Concargo in an online, official capacity:
Be Certified in the Social Media Certification Program.
All associates who wish to officially represent Concargo online must complete the Social Media Certification Program prior to beginning or continuing these activities.
Follow our Code of Business Conduct and all other Company policies.
Our Code of Business Conduct provides the foundation for these Online Social Media Principles: "As a representative of Concargo, you must act with honesty and integrity in all matters." This commitment is true for all forms of social media. In addition, several other policies govern your behaviour as a Concargo spokesperson in the online social media space, including the IT Policy and the privacy policy.
Be mindful that you are representing Concargo.
As a Company representative, it is important that your posts convey the same positive, optimistic spirit that Concargo instils in all of its communications. Be respectful of all individuals, races, religions and cultures; how you conduct yourself in the online social media space not only reflects on you – it is a direct reflection on Concargo.
Fully disclose your affiliation with Concargo.
Concargo requires all associates who are communicating on behalf of Concargo to always disclose their name and their affiliation. It is never acceptable to use aliases or otherwise deceive people. State your relationship with Concargo from the outset.
Keep records.
It is critical that we keep records of our interactions in the online social media space and monitor the activities of those with whom we engage. Because online conversations are often fleeting and immediate, it is important for you to keep track of them when you’re officially representing Concargo. Remember that online Company statements can be held to the same legal standards as traditional media communications. Keep records of any online dialogue pertaining to Concargo and send a copy to
.
When in doubt, do not post.
Associates are personally responsible for their words and actions, wherever they are. As online spokespeople, you must ensure that your posts are completely accurate and not misleading, and that they do not reveal non-public information of Concargo. Exercise sound judgment and common sense, and if there is any doubt, DO NOT POST IT. In any circumstance in which you are uncertain about how to respond to a post, send the link to
.
Give credit where credit is due and don’t violate other's rights.
DO NOT claim authorship of something that is not yours. If you are using another party’s content, make certain that they are credited for it in your post and that they approve of you utilizing their content. Do not use the copyrights, trademarks, publicity rights, or other rights of others without the necessary permissions of the rights holder(s).
Be responsible to your work.
Concargo understands that associates engage in online social media activities at work for legitimate purposes and that these activities may be helpful for Company affairs. However, Concargo encourages all associates to exercise sound judgment and common sense to prevent online social media sites from becoming a distraction at work.
Remember that your local posts can have global significance.
The way that you answer an online question might be accurate in some parts of the world, but inaccurate (or even illegal) in others. Keep that "world view" in mind when you are participating in online conversations.
Know that the Internet is permanent.
Once information is published online, it is essentially part of a permanent record, even if you "remove/delete" it later or attempt to make it anonymous.
Rules of Engagement
Be transparent
Your honesty—or dishonesty—will be quickly noticed in the social media environment. Transparency is about your identity and relationship to Concargo. You still need to keep confidentiality around proprietary information and content.
Be judicious
Make sure your efforts to be transparent don't violate Concargo's privacy, confidentiality, and legal guidelines for external commercial speech. Ask permission to publish or report on conversations that are meant to be private or internal to Concargo. All statements must be true and not misleading and all claims must be substantiated and approved. Product benchmarks must be approved for external posting by the appropriate product benchmarking team. Please never comment on anything related to legal matters, litigation, or any parties we are in litigation with without the appropriate approval. If you want to write about the competition, make sure you know what you are talking about and that you have the appropriate permission. Also be smart about protecting yourself, your privacy, and Concargo Confidential information. What you publish is widely accessible and will be around for a long time, so consider the content carefully.
Write what you know
Make sure you write and post about your areas of expertise, especially as related to Concargo and its intellectual property. If you are writing about a topic that Concargo is involved with but you are not the Concargo expert on the topic, you should make this clear to your readers.
Perception is reality
In online social networks, the lines between public and private, personal and professional are blurred. Just by identifying yourself as a Concargo employee, you are creating perceptions about your expertise and about Concargo by our shareholders, customers, and the general public-and perceptions about you by your colleagues and managers. Be sure that all content associated with you is consistent with your work and with Concargo's values and professional standards.
It's a conversation
Talk to your readers like you would talk to real people in professional situations. In other words, avoid overly pedantic or "composed" language. Don't be afraid to bring in your own personality and say what's on your mind. Consider content that's open-ended and invites response. Encourage comments. You can also broaden the conversation by citing others who are blogging about the same topic and allowing your content to be shared or syndicated.
Are you adding value?
There are millions of words out there. The best way to get yours read is to write things that people will value. Social communication from Concargo should help our customers, partners, and co-workers. It should be thought-provoking and build a sense of community. If it helps people improve knowledge or skills, build their businesses, do their jobs, solve problems, or understand Concargo better—then it's adding value.
Your responsibility
What you write is ultimately your responsibility. Participation in social computing on behalf of Concargo is not a right but an opportunity, so please treat it seriously and with respect. If you want to participate on behalf of Concargo, take the social media certification by contacting
.
Be a leader
There can be a fine line between healthy debate and incendiary reaction. Do not denigrate our competitors or Concargo. Nor do you need to respond to every criticism or barb. Try to frame what you write to invite differing points of view without inflaming others. Some topics — like politics or religion — slide more easily into sensitive territory. So be careful and considerate. Once the words are out there, you can't really get them back. And once an inflammatory discussion gets going, it's hard to stop.
Did you screw up?
If you make a mistake, admit it. Be upfront and be quick with your correction. If you're posting to a blog, you may choose to modify an earlier post—just make it clear that you have done so.
If it gives you pause, pause
If you're about to publish something that makes you even the slightest bit uncomfortable, don't shrug it off and hit 'send.' Take a minute to review these guidelines and try to figure out what's bothering you, then fix it. If you're still unsure, you might want to discuss it with the CEO. Ultimately, what you publish is yours — as is the responsibility. So be sure.
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Be transparent
