by on September 7, 2011 in Conference, Social Media

How To Train Your Employees In Social Without Losing Your Mind

How To Train Your Employees In Social Without Losing Your Mind by Lisa Hoffman, Duke Energy

Training your businesses employees in social media is much more than explaining 140 characters are in a tweet and you should reply to more often than you sell. No matter what size your business, you are introducing people to a new ecosystem of communication that has real consequences. Sometimes big consequences, for better or worse. Every business needs to understand the basics of how you can better equip your marketing and non-marketing employees to support the business online.

Lisa first asked Why would you want to develop a training program?

To explain Risk and Opportunities. Need to show pitfalls and encourage them to use the tools correctly. 

Your training needs to start with policy and guidelines. This is the place to start. The policy is to not only protect the company, but it encourages employee encouragement. 

Keep your training Simple

  • Actions in the “real world” can turn into Social Media nightmares.
  • Employee Ambassadors are important!
  • Online spokesperson needs extra training. There guidelines need to be more specific so they are comfortable knowing their boundaries.
Do you have a response protocol? Create a flowchart to allow people that aren’t used to responding online the confidence to respond on their own. Give employees the tools that will guide them and help them make decisions.
Content Manger
  • Transparency and Disclosure
  • Response Decision Tree
  • Password / IT Security Protocols
  • Photo/Video Copyright guidelines
  • Moderation
  • Governance
Your training needs to be easy and simple based on policy / governance. Don’t make a one-size fits all training program. Needs to be suited for each person / department. Remember stories stay with people, not bullet points. Solicit feedback. People need to feel comfortable enough to be honest about their training and if it was helpful. 
Don’t become the social media POLICE. Don’t be the person that is standing over everybody and criticize. Social Media allows the company to be more open and personable. Allow your employees freedom to be enthusiastic!
Thanks Lisa! Great Presentation.

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