SOCIAL MEDIA GUIDANCE

Transcription

1 SOCIAL MEDIA GUIDANCE SHARING THIS IS PLASTICS CONTENT ON SOCIAL MEDIA This resurce empwers yu t prmte the psitive impact f plastics. By sharing infrmatin yu find n ThisIsPlastics.cm n scial media, yu can tell the wrld what yu d and why yu d it, in a clear, cnsistent way. All f the cntent n ThisIsPlastics.cm is easily sharable n Twitter, Facebk, LinkedIn, Instagram, Pinterest and Ggle+. HOW TO SHARE Select ne f the icns (shwn belw) lcated at the tp f each page t share articles frm This Is Plastics n scial media. Once yu ve selected where yu d like t share the article, yu ll be able t select additinal sharing criteria. Fr example, yu can chse t share the cntent within a message n Facebk, r share it t yur Facebk timeline, etc. Yu can als share any f the graphics yu see n This Is Plastics. Simply hver yur muse ver the graphic yu d like t share, click the share icn (shwn belw) and chse where yu d like t share the graphic. Always use the hashtag #ThisIsPlastics when sharing cntent frm the resurce. This will lend even greater credibility t the infrmatin, and it will help us track what s being shared, and what s mst effective. HANDLING CONVERSATIONS ON SOCIAL MEDIA The pprtunity t share cntent frm This Is Plastics n scial media allws us t have hnest and smetimes difficult discussins abut plastics and ur industry. In rder fr the industry t start changing the cnversatin abut plastics, it s imprtant t address the majrity f feedback we receive n scial media. Respnding t detractrs prvides a chance t educate, actively listen and debunk misinfrmatin. It als shws transparency, cnfidence and may help discurage future negative cnversatins abut plastics. This dcument is a tl t prvide guidance t yu n scial media cnversatins and address misperceptins f plastic in a strategic and effective way.

2 RESPONSE TONE When addressing detractrs, be cnfident, infrmative and trustwrthy. All messaging shuld be relatable and easy t digest. Avid jargn r industry speak. Instead, ffer up facts and statistics supprted by every day, psitive examples t address questins r cncerns. Refrain frm using negative r defensive language, such as pllutin, waste, must, need and prblem. Als, avid saying srry as it implies yu are at fault. WHEN SHOULD YOU RESPOND? As a best practice, yu shuld respnd when smene tags yur cmpany n scial media. We recmmend respnding whenever pssible unless the cmment is clearly spam. IF YOU DECIDE TO NOT RESPOND: On Facebk, yu can: Hide the cmment, which means nly the individual and their fllwers can see the pst, t ensure yu remve unwanted cntent withut ffending the user. T Hide a cmment n Facebk, click n the ellipses (shwn belw) n the right f the cmment. Delete the pst r cmment if it is spam. On LinkedIn, yu can delete spam cmments by clicking n the ellipses symbl (shwn belw and utlined in red) n the right f the cmment. On Twitter, yu cannt delete respnses. Instead, yu can simply ignre them if yu feel they are spam r d nt require a respnse. Nte: Yur fllwers can see the cmments yu receive and the respnses yu pst. STEPS TO RESPONDING TO NEGATIVE COMMENTS 1. When yu receive a respnse, take a few minutes t research the persn that is cmmenting. Search acrss scial media t see if the user is actively cmmenting n ther cmpanies r frequently starts negative cnversatins abut plastics.

3 Cnsider factrs such as where the user lives, their ccupatin, etc., when deciding hw yu shuld respnd. Cnsider if the cmment is cming frm a place f lgic r emtin befre determining hw yu shuld respnd. 2. Determine if yu are ging t respnd and be timely in ding s. Yu shuld respnd t a cmment as quickly as pssible, ideally within an hur r tw. Hwever, when it cmes t respnding n scial media, a late respnse is better than n respnse at all. HOW TO CRAFT A RESPONSE An effective respnse t a cmment n scial media shuld have three elements: (1) Acknwledgment f the users cncern (2) Supprting Pint that strengthens yur argument (3) Relevant Link t prvide mre infrmatin SAMPLE RESPONSES Find a few sample respnses that address cmments abut plastics n scial media belw. Ntice hw all three elements (utlined abve) are incrprated in each respnse. MARINE DEBRIS (1) Acknwledgment: We agree that plastics dn t belng in the cean and we re wrking t fight marine debris. (2) Supprting Pint: We re actively advcating fr and wrking t further recycling capabilities arund the wrld. (3) Relevant Link: Learn mre abut what ur industry is ding t cmbat marine litter here: BPA CONCERNS

4 (1) Acknwledgement: We understand yur cncerns arund anything that culd negatively impact yur health r the health f yur family, but there is a lt f misinfrmatin abut BPA ut there. (2) Supprting Pint: Truth is that BPA is thrughly tested and has a safety track recrd f 50+ years. (3) Relevant Link: Learn mre abut BPA and its prven safety here: SINGLE USE PLASTCS (1) Acknwledgement: We agree that plastics dn t belng in the cean and ur thrwaway culture needs t change. (2) Supprting Pint: But single use prducts, such as plastic fd packaging are vital in cmbating fd waste, and ther alternatives can use mre water and energy and prduce mre carbn emissins. (3) Relevant Link: Learn mre here: WHAT TO DO WHEN YOU RECEIVE ANOTHER RESPONSE

5 If it seems like yu came t a reslutin, leave it there. If the user has a fllw up questin and it is simple, reply and answer it n the platfrm. If their fllw up questin is mre cmplex, take the cnversatin ffline. (see steps belw) If the user becmes angrier in their respnse, then take the cnversatin ffline. (see steps belw) HOW TO TAKE IT OFFLINE: When it gets heated r just seems like there s mre cnversatin that needs t be had, take the cnversatin ffline. Ask the user t cntact yu, putting the respnsibility n them t reach ut. EXAMPLES We d lve t discuss this further with yu, please help@ .cm. We re cncerned abut {fill in the blank (e.g. marine debris) t. DM us t learn mre abut ur initiatives r if yu want t cntinue this cnversatin. Thanks fr yur input. Please pass alng yur suggestin via help@ .cm If yu cme t a psitive cnclusin by taking it ffline, encurage the individual t fllw up n their scial pst saying s. That way, if anyne else cmes acrss the thread, they will knw it was prperly handled and nt ignred. WE RE HERE TO HELP We re always here t help. Please dn t hesitate t cntact us with any questins yu have regarding This Is Plastics r cnversatins n scial media at ThisIsPlastics@plasticsindustry.rg r, submit a questin here. TERMS OF USE These materials were prepared by the Plastics Industry Assciatin (PLASTICS) as a service t the industry. This is ffered in gd faith and believed t be reliable, but is given with n warranty r guarantee. PLASTICS des nt endrse the prprietary prducts r prcesses f any manufacturer. References are intended nly as examples. The presentatin material des nt intend t prvide specific advice, legal r therwise. PLASTICS takes n respnsibility fr materials develped by presenters. Yu agree t these terms when yu use these materials.