Social Media Guidelines

Transcription

1 Social Media Guidelines Protect proprietary business information Be thoughtful about helping our customers Remember, you are always visible on Social Media Acknowledge you are a Progressive employee Be respectful Be aware of media inquiries Follow additional guidelines for engaging in Social Media within regulated businesses Social Media behaviors and technologies are changing our lives - both personally and professionally. We connect with people in new ways. We share content from anywhere via the Internet and smart devices. And we discover information, content and news, via platforms like Facebook, Twitter and LinkedIn, which is truly relevant to us because it comes from our own social connections. People and brands are now increasingly connecting via Social Media. Company and personal reputations are strengthened, damaged or challenged by what people say and do online. Social practices can strengthen the Progressive brand as well as drive our business if used strategically and responsibly. We know that many employees are active in Social Media, and that number will continue to grow in a constantly changing digital world, so we have created these guidelines to help you use Social Media responsibly when mentioning or promoting Progressive. We also want to help protect Progressive from unintended consequences that may come from engaging on Social Media channels. These Social Media guidelines will give you the confidence that you are acting responsibly.

2 Progressive s Values in the Social Age We are a technology services and solutions company that cares about people. By using Social Media we have more opportunities to listen and connect than ever before. This communication will help us learn about our customers and drive positive perception around our values; presenting us as a caring brand that delivers meaningful innovation which makes a real difference in people's lives. The following guidelines will help all of us communicate these values online. Protect proprietary business information Be cautious with what you share and never disclose proprietary information Along with the new power to share ideas widely across digital platforms comes a new risk to our business. Most Social Media is not private and we should expect that all information can be discovered. As such, we need you to be thoughtful and prevent sharing proprietary information such as - intellectual property, trade secrets, etc. Please do not disclose: Proprietary information about products, services or innovations considered confidential or a trade secret. Company strategy and business plans, revenue information, etc. Personal information about Progressive customers without their consent. When in doubt, consult your manager. Remember you are always visible on Social Media Think carefully about whether your comments could negatively impact our company You should assume that any content you post online may become visible to customers, coworkers, competitors, press and peers. In some cases it can be permanent. Keep this in mind when you engage, as everything you post online has the potential to become globally available. Think carefully about whether your comments could negatively impact our businesses reputation as well as your own. Ask yourself, Is this comment appropriate? Would I want this said about me, my company or my work?

3 Acknowledge you are a Progressive employee When talking about Progressive let people know that you work for Progressive We would encourage you to share Progressive news, content or information about our marketing programs, brand, innovative services and solutions on your social networks. Keep in mind that any company news or information you share related to marketing, brand, products, services solutions etc. must already be publicly available. You can find upto-date Progressive news on the Progressive website at pcians.com or on our Social Media accounts. Follow us on: LinkedIn Facebook Twitter YouTube When you do share, be clear about your relationship with Progressive. For example, include a line in your profile or comment that states that you work for Progressive, such as Marketing Communications, or when you write a review about a Progressive, be sure to disclose that you work for Progressive. This also applies to product information, as many countries have consumer protection guidelines requiring this type of disclosure. This practice helps us maintain trust between Progressive and its customers. Be Respectful Follow our brand values and never share sensitive information about customers When sharing or mentioning Progressive in Social Media we encourage you to apply our brand tone; be warm, open and talk in everyday language to show that we are empathetic, personal and human. Being authentic will encourage people to listen and value us as a brand. Try and engage in positive conversations that encourage people to understand that our innovations improve lives. You should never share comments about customers or material that is inaccurate, vulgar, threatening, harassing, slanderous, discriminatory or obscene. You should also never, under any circumstances, post negative comments about a competitor brand. This goes against our brand values (core identity) and general business principles that guide our online behavior you will find these on our ethics website.

4 Be thoughtful about helping our customers us if you spot a customer service issue Progressive cares deeply about the experience customers have with our products, services, and the brand. You may read comments online where a customer is having a problem or has commented negatively about a Progressive service. Please help us discover these issues by notifying marketingcommunications@pcians.com For issues that are not related to negative experience or consumer care (e.g. requests for product specifications) you may direct the individual to official Progressive resources. This type of engagement will help add value to us as a brand. Remember if you do engage make sure that the consumer knows that you work for Progressive. Be aware of media inquiries If media get in contact, inform your manager and leave it to an official spokespeople to speak on behalf of the brand The line between journalists and Social Media influencers who are not associated with a media or news company is difficult to determine in today s digital age. Both professional journalists and amateur reporters are active across social and digital media. In some cases they may try to contact a Progressive employee directly for a comment or to engage on Progressive topics such as financial results, service offerings, etc. If someone from the media reaches out to you on these topics, please the Progressive communications team at marketingcommunications@pcians.com ; they are responsible for communications with all types of media even new, online reporters. Be aware that what you say online may be quoted and syndicated via Social Media. Only select people within Progressive are designated spokespeople. They are specifically trained and empowered to speak on behalf of Progressive Communications - the company. For example spokespeople will speak around subjects such as financial results, the evolution of our brand and service offerings and our position in the marketplace.

5 Follow additional guidelines for engaging in Social Media within regulated businesses Refer to specific Social Media guidelines for regulated business areas, such as Healthcare, Government, Senior Living, etc. Many of our businesses, like Healthcare, have products and services that require regulatory approvals, monitoring and compliance in certain states and countries. We have adopted specific marketing and communications practices to comply with those laws and regulations and they govern how we behave as employees in Social Media. If you work in Healthcare or another regulated space, please be sure to comply with these specific Social Media guidelines. Feel empowered to participate responsibly in Social Media We encourage employees to share the many innovative and customer centric stories that we see every day with our extended networks of colleagues, friends and family These Social Media guidelines should guide you in promoting and protecting our brand. If you have any questions or comments you can always reach out to