Class materials: November 15



Class materials: November 22

Managing risk in social media. Dealing with negativity. Best practices in the use of social channels by employees and the role of an organizational social media policy. 

LECTURE NOTES – WEEK 12 – Social media policy (PDF)


Drawing a line between negative and unacceptable comments on Facebook

Six ways to avoid social media customer service failure (Shep Hyken, Forbes. October 2016)

US Air Force Blog Assessment Flowchart (also known as how to avoid feeding the trolls)

The Retail Consumer Report: Bring Back Unhappy Customers Via Social Media (Right Now)

Responding to negative comments in social media (Todd Maffin)

Hug your Haters (Jay Baer keynote)

Managing risk in an age of social media (Wall Street Journal, July 2017)

Social Media Policy Database (samples from many types of organizations)

Social media policies in the workplace: What works best? (J. Bond & G. Waggott, McMillan LLP, Canadian Bar Association)

Why more firms need a social media governance plan (Kimberley Whitler, Forbes.  May 2017)

How to write a strong social media policy (Steve Nicholls. Globe and Mail, March 2013)

The life of a social media manager Kevan Lee. Buffer Social

Confiscate Keys Who Should Be Responsible for Social Media – Jay Baer