When others post on your behalf.
WHY YOU NEED ONE
Anyone posting as the business represents it.
A single ill-judged post is visible, permanent and difficult to undo.
WHAT TO COVER
Who may post What tone to use What must not be posted What to do about complaints and negative comments What to escalate rather than answer Customer confidentiality
WHAT MUST NOT BE POSTED
Customer details without permission Photographs of customers or their property without consent Anything about a customer's circumstances Political or divisive content, as the business Complaints about customers or suppliers
THE CONFIDENTIALITY POINT
Posting a photograph of work at a customer's home may identify their address.
Ask before posting anything involving a customer.
RESPONDING TO CRITICISM
State who handles it. Not whoever sees it first.
PERSONAL ACCOUNTS
Staff posting personally about work is a separate question. Say what you expect.
ACCESS
Individual access through the platform's business tools, revoked when someone leaves.
KEEP IT SHORT
A page. A long policy is not read.
