# 17.22 Social Media and Communications Policy
## Purpose
This policy establishes guidelines for the appropriate use of social media and electronic communications by employees, both in their professional capacity and personal use that may impact Little Coffee Bean Co. The policy aims to protect the company’s reputation, maintain confidentiality, and ensure compliance with legal obligations.
## Scope
This policy applies to all employees, workers, contractors, agency staff, volunteers, and franchisees of Little Coffee Bean Co across all locations (mobile Tuk Tuks and fixed shops). It covers all forms of social media and electronic communications, including but not limited to Facebook, Instagram, TikTok, X (Twitter), YouTube, LinkedIn, WhatsApp, blogs, forums, and review sites.
## Policy Statement
Little Coffee Bean Co recognizes that social media is an important communication tool for both business and personal use. However, employees must use social media responsibly and professionally, ensuring that their online activity does not damage the company’s reputation, breach confidentiality, or violate legal obligations. The company respects employees’ right to a private life but expects them to act responsibly when discussing work-related matters online.
## Procedures
### 17.22.1 Business Use of Social Media
**Official Company Accounts**
– Only authorized personnel may post on behalf of Little Coffee Bean Co
– All business social media activity must align with the company’s brand guidelines and marketing strategy
– Brand color (#FFBA00) and approved logos must be used consistently
– Content must be accurate, professional, and appropriate
– Responses to customer inquiries and complaints must be timely and courteous
**Authorization**
– Dan Kane (Director) and designated marketing personnel have authority to manage official accounts
– Franchisees may operate location-specific accounts with prior approval
– All official posts must comply with advertising standards and consumer protection laws
**Content Guidelines**
– Posts must be respectful, inclusive, and non-discriminatory
– No false or misleading claims about products or services
– Customer data and privacy must be protected
– Competitor references must be factual and non-defamatory
– All legal disclaimers and disclosures must be included where required
### 17.22.2 Personal Use of Social Media
**General Principles**
– Employees are free to use social media in their personal time
– Personal accounts must not be used to conduct company business without authorization
– Employees must make clear that personal views are their own and not those of Little Coffee Bean Co
– Employees should use privacy settings to separate personal and professional content
**Prohibited Activities**
Employees must not:
– Post confidential company information (financial data, trade secrets, customer information, internal communications)
– Make defamatory, discriminatory, or offensive comments about the company, colleagues, customers, or competitors
– Disclose information about disciplinary matters, grievances, or internal investigations
– Post content that could damage the company’s reputation or business relationships
– Harass, bully, or discriminate against colleagues or customers online
– Impersonate the company or colleagues
– Use company logos, branding, or intellectual property without authorization
**Acceptable Personal Posting**
Employees may:
– Share positive experiences about their work (e.g., “Enjoyed serving customers today”)
– Post photos of themselves at work (provided no confidential information is visible)
– Share official company posts from authorized accounts
– Respond to job satisfaction surveys or review sites honestly and constructively
### 17.22.3 Confidentiality and Data Protection
– Employees must not disclose confidential business information on social media
– Customer data, including names, contact details, and purchase history, must never be shared
– Photos or videos taken at work must not reveal customer identities without consent
– Financial information, supplier details, and strategic plans must remain confidential
– Breaches of confidentiality may result in disciplinary action and legal consequences
### 17.22.4 Responding to Negative Comments
**Employees**
– Do not engage in public arguments or disputes on social media
– Report negative comments about the company to your manager or the Director
– Do not attempt to defend the company publicly without authorization
**Authorized Personnel**
– Respond to complaints and criticism professionally and constructively
– Acknowledge concerns and offer to resolve issues offline
– Follow the company’s customer service and complaint resolution procedures
– Escalate serious or legal matters to the Director
### 17.22.5 Monitoring and Compliance
– The company may monitor official social media accounts and public posts that reference the company
– Employees should have no expectation of privacy for posts made on public platforms
– The company reserves the right to request removal of inappropriate content
– Breaches of this policy may result in disciplinary action
### 17.22.6 Reporting Concerns
– Employees who become aware of inappropriate social media activity should report it to their manager or the Director
– Concerns about cyberbullying, harassment, or discrimination should be raised under the Anti-Harassment and Bullying Policy
– Suspected data breaches should be reported immediately under the Data Protection Policy
### 17.22.7 Legal Considerations
– Employees must comply with laws relating to defamation, copyright, data protection, and discrimination
– Employees may be personally liable for unlawful posts
– The company will cooperate with legal authorities investigating unlawful online activity
## Responsibilities
### All Employees
– Use social media responsibly and professionally
– Protect company confidentiality and customer privacy
– Comply with this policy in both business and personal use
– Report inappropriate social media activity
– Seek guidance if unsure about posting work-related content
### Managers and Location Leads
– Monitor compliance with this policy
– Provide guidance to employees on appropriate social media use
– Address breaches promptly and fairly
– Report serious breaches to the Director
– Foster a culture of responsible online behavior
### Director (Dan Kane)
– Oversee social media strategy and official accounts
– Authorize personnel to manage company social media
– Investigate breaches of this policy
– Take disciplinary action where appropriate
– Review policy effectiveness annually
– Ensure compliance with legal and regulatory requirements
### Authorized Social Media Personnel
– Manage official company accounts professionally
– Ensure content aligns with brand guidelines and marketing strategy
– Respond to customer inquiries and complaints appropriately
– Monitor and report inappropriate activity
– Maintain accurate records of social media activity
## Compliance and Legal Framework
This policy complies with:
– **Data Protection Act 2018 / UK GDPR** – protection of personal data and privacy
– **Computer Misuse Act 1990** – unauthorized access and misuse of systems
– **Defamation Act 2013** – protection from false and damaging statements
– **Equality Act 2010** – prohibition of discriminatory content
– **Communications Act 2003** – offensive and menacing communications
– **Copyright, Designs and Patents Act 1988** – intellectual property protection
– **Consumer Protection from Unfair Trading Regulations 2008** – advertising standards
– **ACAS guidance** – social media and employment best practice
## Related Documents
– 17.5 Data Protection and Privacy Policy
– 17.6 Anti-Harassment and Bullying Policy
– 17.3 Disciplinary Procedure
– 17.20 Workplace Conduct and Behavior Policy
– Brand Guidelines
– Marketing Strategy
– Staff Handbook
## Review
– **Policy Owner:** Dan Kane (Director)
– **Review Frequency:** Annually
– **Next Review Date:** October 2026
– **Version:** 2.0
– **Last Updated:** October 2025
– **Approved By:** Dan Kane, Director