Introduction

Communicare recognises that ‘social media’ is the term given to web-based platforms and applications such as Facebook, X (formerly Twitter), Instagram and others which enable users to create and share content (words, images and videos), and network with each other through the sharing of information, opinions, knowledge and common interests.

Communicare values the opportunity available via social media to raise its profile within the community, to communicate with existing, potential volunteers and clients and wider audiences and to broadcast its charitable activities. 

Communicare undertakes to uphold the standards outlined in this policy and understands that use of social media carries similar obligations to any other kind of publication, commentary and networking in the public forum. This policy is intended for all Group members and applies to content posted on both social media site and any personal accounts.

Social media management

Communicare have an account on the following social network sites: Facebook

Communicare understands that one Trustee/volunteer should have responsibility for day to day publishing and the monitoring of any our accounts. Any queries regarding social media should be directed to them.

Social media content

Communicare social media accounts may contain content including the following

• The promotion of volunteering opportunities 
• Stories, experiences and quotes from volunteers and clients
• Photos and stories about the Group
• Local and uplifting news stories
• Promotion of events
• Announcements of government advice

Appropriate conduct

Communicare understands that social media posts must reflect the values our charity in content and tone of voice and represent us in a positive light. We understand that care must be taken with the presentation of content, paying particular attention to typos, misspellings or grammatical errors. We understand that our members should collaborate on content and must pause and think before posting and that if there is any uncertainty, they should not post.

Communicare will ensure that social media brings value to our audience, answering questions and engaging with comments. When sharing an interesting blog post, article or piece of content, we should always review the contentthoroughly and should not post a link based solely on a headline. We understand that social media accounts must not beused to spread inappropriate content including racist/homophobic content or to take part in any activities that could bringCommunicare into disrepute. We understand that social media interactions should be undertaken in the same manner as face to face interactions. 

Communicare understands that personal details, such as private addresses, phone numbers and email addresses must not be shared.  Communicare understands that it must not break the law (this includes libel) or condone illegal activity. We understand that content should not include swearing or malicious/offensive comments and that it should not publish comments which are party political in nature or that contain controversial issues or personal conflicts.

Personal accounts

Communicare expects volunteers to behave appropriately and in ways that are consistent with our values and policies, both online and in real life. We expect common sense and good judgement and respectful practice from its volunteers. 

Communicare will ensure that on personal/closed accounts, volunteers make it clear when they are speaking for themselves and not on behalf of our charity.  Communicare volunteers should discuss any potential conflicts of interest with the Trustees. We understand that if a volunteer is in breach of our policy then we should deal with the situation in line with the GNN Group Problem Solving Policy. 

Replies and direct messages

Communicare acknowledges that the level of social media activity we can offer will depend on the time that volunteers can give. We understand that instant replies can be programmed as our first response to new messages. We understand that where a response is appropriate, replies to comments and messages must be made in a timely manner. Communicare understands that complex queries and matters must be handled via other channels when the public setting of social media is deemed insensitive or inappropriate. In these cases, we will make efforts to continue conversations via a private email address or telephone number. 

Communicare understands that content that raises a safeguarding concern should be reported to the Safeguarding Representative of the Trustees and GNN if necessary.

Content privacy

Communicare must obtain consent to the taking and publishing of quotes and/or photos of volunteers, clients and the public before doing so. We understand that if a complaint or request to remove a published post which contains identifiable features is received, the content in question must be withdrawn immediately.

Communicare understands that before creating any social media post that is likely to involve music, film or images, it is vital to ensure that appropriate permission for use have been obtained. Communicare understands that it must not break copyright. 

Communicare understands that content that is published is widely accessible and will be around for a long time so the Group must consider content carefully before posting.

Policy adopted on 23rd January 2024                 Date for review 24th January 2026

Name Helen Butcher, Chair                                                Signed Helen Butcher                                              

This is part of a toolkit available from goodneighbours.org.uk

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