Digital communication and Social Media Policy

First, some essential reading on customer privacy and your responsibilities as a Mover:

Handling Customer Information - Privacy

And now, the policy proper:

Rules of Engagement

Do you work for the top moving outfit in town and want to let the whole world know?

Well, influencer, you're in luck. Man With A Van (MWAV) employees are both permitted and encouraged to discuss the company on the whole gamut of social media platforms, including Facebook, Twitter, and Instagram, on the proviso that the engagement doesn't breach this policy.

With that in mind, a few pointers:

The Brand

MWAV values include a can-do attitude, fairness, honesty and inclusivity. We pride ourselves on being able to work for and with clients from all walks of life. It is expected that these values will be conveyed in any posts or comments made online by employees referencing MWAV.

Posts or comments which exhibit bigotry, undue aggression, or make false or damaging claims about MWAV may result in disciplinary consequences for the employee, who will also be asked to remove the offending content.

In addition, when posting content that can be linked to MWAV, employees must refrain from any actions which reflect badly on the organisation.

Etiquette and engagement:

If you see MWAV mentioned online, please refer it also to the management team.

• Positive mentions of the organisation should be encouraged if you decide to comment on them

• Negative mentions should be dealt with by replying and encouraging the poster to contact the management team to resolve the issues they are raising.

• Employees are encouraged to 'tag' MWAV in any references you see online from customers or the general public (whether positive, neutral or negative) to ensure that they have come to the attention of the management team.

• If you wish to post your own content referencing your employment at MWAV, please ensure that it is positive in tone and reflects the company's values. Any criticisms or issues should be dealt with in-house.

Avoiding legal issues

Thoughtless use of social media can have serious consequences, both for businesses and their employees. If you keep the below in mind, you'll help yourself and MWAV avoid running into legal issues.

Disclosure

Internal information, including yet-to-be announced re-brandings, launches or changes to the business model, must not be disclosed on social media. Pay rates, employment terms and any other disclosures prohibited in your contract are also not to be published online.

Disclaimers

Should you comment as as a Man With A Van employee online, please try to remember to include a disclaimer to the effect of "these views are mine and not necessarily the same as my employer”. If you list Man With A Van online as your employer, such as on LinkedIn or Facebook, consider adding the disclaimer to your profile - this prevents MWAV being held accountable for your personal views (and vice-versa!).

Privacy/Confidentiality

Trust is at the centre of what MWAV does as an organisation. Our clients trust us to enter their homes, safely shift their possessions to a new location, charge them fairly, and be honest about any problems which occur during the move.

Breaches of privacy, particularly online, erode that trust, and cause serious harm to the MWAV brand - not to mention the potential for serious legal headaches.

To avoid breaching privacy:

• Do not post or take pictures or video of any client, or their possessions, without their consent

• Do not post screenshots containing client information (say from The Mobile Web) such as addresses, phone numbers or item lists. Any such screenshots must have identifying information redacted

• Do not reproduce any client information - including sharing stories of a job - in a way which could allow the client to be identified

Bullying

MWAV is committed to the prevention of workplace bullying, online or off (see Discrimination & Harassment Policy).

For all internal and external communcation relating to Man With A Van, be aware that your audience is the entire workplace. While these channels are home to a lot of humour, memes and banter (which is encouraged), comments which exhibit bigotry, are overtly rude or aggressive in tone, or use inappropriate language are unacceptable. These will be removed, and could also result in disciplinary action. Please also bear in mind that your 'private' social media channels should also avoid overt criticism, mockery or discrimination towards colleagues.

Internal communication

• All internal communcation is subject to the Man With A Van Discrimination and Harrassment Policy. 

• Man With A Van acknoledges that tone in written communcation can be interpreted differently by differnt people and try to assumne positive intentions and tone in good faith. If you're unlear about the intentions behind someone's communication alway seek clarification in a neutral manner, ideally in person. 

• Work group chats are a place for quick chats and scheduling. Any in-depth discussion should ideally occur in meetings or in-person. Please keep in mind that work related issues should be kept to work hours (7am-6pm). 

• Where issues arise, Man With A Van should make all efforts to schedule face to face meetings as soon as possible to resolve them. 

Accountability

While these guidelines provide a good grounding in MWAV's expectations, you are ultimately responsible for what you publish on social media.

Please make sure you exercise discretion, caution and common sense whether you're posting on behalf of MWAV or on your personal channels.