This article was created from a community discussion.
Anyone have any resources to share regarding guidelines you may have given to your internal staff on how to behave and interact within your user community?
Answer
Here's a starting point that you can use as a base and customize from there.
Your role in the X Community: Because you have an inside view of the company, there are points to consider when using this community.
- Your profile: You should register on the X Community with your @X.com e-mail address. As an employee, you will have access to the same functionalities regular users have.
- Your visibility: You will appear with the role of “ Employee” in the Community.
- Note: The Moderators and Community Manager roles are as well explicitly displayed on the Community.
- Respect everyone’s opinions: Web communities are popular because people feel free to express themselves. Customers might articulate complaints etc, which we encourage them doing on our Community rather than elsewhere, since this offers an opportunity to have a dialogue. Do not minimize or deny any reported issues, even if you feel challenged or criticized. It is the Community Moderators’ role to ensure that all conversations remain constructive and acceptable in tone.
- Be yourself: We believe that the X Community is a great place for employees to express their personal opinions. We do not expect you to systematically represent the position of the company.
- Be professional and set the tone: As an X Employee, you have the opportunity to maintain a positive, constructive and fun atmosphere. The content of your conversations, and your personal profile picture (avatar), should reflect this.
- Treat confidential information as such: Please only post material which you have the right to publish. As an X Employee you have access to confidential documents and data, which should be handled as such:
- Never use data from a user profile on our systems to answer a question or give information.
- Never disclose customer data (name, phone number, address, price plan, right to an offer, contract end date, numbers called, etc.)
- Unless exceptions (feature briefs, flyers, product sheets for customers) or stated otherwise, all internal X documents are strictly company confidential.
- If you are unsure about the right to post or share something, please contact your Manager or Community@X.com .