Answering & Engaging

DO…

• Respond to questions and comments from your expert point-of-view (when appropriate).
• Consult the Social Media Ambassador Decision Tree as needed.
• Provide timely responses
• Connect and interact with colleagues
• Monitor and reply (when appropriate) when you are tagged on various social media networks.
• When drafting comments, maintain the highest levels of courtesy and professionalism, particularly when dealing with a difficult or an emotionally charged situation.
• Pay careful attention to detail, accuracy, and grammar. 
• Clearly identify yourself as an employee representing NS when interacting in Groups. 
• Delete comments on your personal posts if you feel discomfort with the follower’s sentiment. 
• Before deleting a comment, take a screenshot.
• Screenshots are not needed for posts auto-generated by widespread spammers. 

DO NOT…

• Answer audience questions that do not pertain to your field of expertise
• Confirm patient status or provide personalized medical advice
• Engage with social media trolls
• Share updates, images, and messages that may damage the company’s public image
• Discuss employees, customers, partners, and suppliers without their expressed consent
• Harass others by sending them offensive content or messages
• Communicate with company competitors in a disrespectful fashion