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CMA Foundation · Fundamentals of Business Laws and Business Communication · Do's and Don'ts of Communication through Social Media

A firm authorises its marketing manager to run its official social media handle. A junior employee, not authorised, wishes to comment on a rumour about the firm's product recall. Which course best fits a sound social media policy?

The junior employee should not speak for the firm and should refer the matter to the authorised spokesperson. Designated spokespersons keep crisis messaging accurate and consistent, and neither a formal tone nor private sharing gives an unauthorised employee authority to state the company's position.

  1. APost a personal comment stating the firm's official position, as he knows the facts
  2. BShare the rumour with friends privately so it can be verified
  3. CPost a comment only if it is written in a very formal tone
  4. DRefrain from speaking on behalf of the firm and refer the matter to the authorised spokespersonCorrect

Explanation

Policies reserve official statements, especially in crises, to designated spokespersons so messages stay consistent and accurate. Tone or privacy of sharing does not create authority, and spreading the rumour is itself irresponsible.

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