MTC FCU Incident Highlights Need for Clear Social Media Staff Policy
The recent incident in South Carolina with MTC Federal Credit Union further proves why every single CU needs a solid Credit Union Social Media Staff Policy.
According to CUTimes, on Monday, March 21st, an employee at the CU was fired after a questionable Facebook post was investigated and found to violate their internal Credit Union staff policies. However, these policies were not released and the employee has obtained legal cousel.
In a statement on their website, MTC said: "We are saddened about the recent Facebook post involving an employee. It is in no way reflective of MTC Federal beliefs, values or policies. Furthermore, the person responsible for posting these comments on their personal Facebook page is no longer employed with MTC Federal Credit Union."
At Social Stairway we work with many CUs in their social media staff policy development process, but we also recommend that every client have their final versions reviewed by compliance and legal prior to completion.
In our current social media staff policy template we include the following language regarding staff conduct OUTSIDE of work:
"With regard to activities OUTSIDE of work, common sense is the best guide. All employees must consider the impression they create about themselves and the credit union when they place information relating to, or identifying the business or its employees, on any electronic medium. ---- CU expects that its employees will act responsibly and exercise good judgment and the highest degree of professionalism."
But this kind of language is just a starting point; CUs may need to be a bit more specific with regard to expectations about employee conduct online, during off hours.
Whatever the employee policy, this incident does demonstrate that simply having a staff policy in place won't always keep your Credit Union from facing some challenges. It's clear that in addition to just having a signed policy, employees should also be trained on common sense kinds of scenarios and choices for online posting behavior. Perhaps with some in-person training, IN ADDITION to a clearly worded policy, these kinds of incidents would be much less likely.
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About Meredith Olmstead
Meredith Olmstead is the CEO and Founder of Social Stairway, LLC, which provides Digital Marketing & Sales services to Credit Unions and Affiliated Organizations. With experience working with financial institutions in markets of various sizes around the United States, and as an experienced Director of Online Marketing, she has helped design and implement numerous marketing and sales campaigns. Since 2013 Meredith has led the Social Stairway team, working exclusively with Credit Unions, taking staff step-by-step through the process of launching all of their Digital Marketing efforts, as well as implementing full Inbound Marketing campaigns and providing Sales Enablement training and support. Meredith recommends a very clear and measureable strategy to all of her clients, and then works with them to re-evaluate the success of these efforts on a continuing basis, all with an eye on moving toward a clear return on your online sales and marketing investment.