1 Introduction

This policy refers to mhs homes accounts on Twitter, Youtube, Instagram, and Facebook. It also applies to any other sites we may develop on any social networking tool. The Communications Team and other permitted
staff manage the accounts. This policy applies to staff and anyone who engages with us through social media.

2 Content

On Twitter and Facebook our messages may include:

  • Requests for involvement and survey completion
  • Alerts about new content on our website
  • Information from our CE
  • Re-tweets of information from people and organisations we follow that we believe may be of interest to our followers.

All content remains the intellectual property of mhs homes.

2.1 Following

If you Follow, Like or Join our accounts we will not automatically Follow you back, Like your page(s), add you as a Friend, or Join your account. This is to discourage the use of direct messaging, avoid wasting resources on spam handling and so that you can easily identify other key Twitter, Facebook, YouTube and Instagram users that we think are relevant and who we Follow or Like. However, being Followed or Liked by mhs homes does not imply endorsement of any kind.

2.2 Monitoring

We will update and monitor our accounts during office hours, 9am–5pm UK time, Monday to Friday. Occasionally our accounts will be updated out-of-hours, if they are being used to cover specific events. Twitter, Facebook, and YouTube may sometimes be unavailable and we
accept no responsibility for lack of service due to downtime or other events beyond our control.

We welcome feedback and ideas from all, however you must not knowingly transmit:

  • Offensive, indecent or obscene material or abusive images and literature;
  • Material which can reasonably be considered as harassment of, or insulting to, other people or organisations;
  • Material obtained in violation of copyright or used in breach of a licence agreement;
  • Spam (electronic junk mail) or chain email;
  • Material that could, by its presence on a social media site, reasonably be expected to embarrass or compromise mhs homes(although comments that disagree with mhs homes are allowed);
  • Commercial activities which are not connected to our business;
  • Any form of gaming, lottery or betting;
  • Any form of share dealing;
  • Offers of items for sale or bids on commercial auction sites;
  • Chain schemes (such as pyramid selling);
  • Material designed to mislead people about who originated or authorised it (e.g. through misuse of signatures);
  • Attempts to compromise, prevent legitimate access to the sites, damage them or seek to cause degradation of performance or a denial of service;
  • Attempts to gain unauthorised access to IT or content for which you do not have permission
    (i.e. hacking);
  • Attempts to access, amend, damage, delete or disseminate another user’s files, emails, communications or data without the appropriate authority.

We will withhold, edit or remove any comments we judge to be failing these guidelines. Opinions expressed in comments are those of the author not those of mhs homes. If the comments are abusive towards staff or customers and breach our “Code of Conduct” we will investigate and may take action as a result. Staff must report abuse on social media in the usual reporting way and we will monitor all forms of abuse in line with our health and safety policies and procedures. We want to have mutually beneficial relationships with our residents and both parties are expected to respect their roles.

2.3 Replying

We will read all @replies, direct messages and comments and ensure that any emerging themes or helpful suggestions are passed to relevant people. We will endeavour to respond directly to questions and queries online where an answer can be given quickly and simply, although
we will not be obliged to do so.

2.4 We reserve the right to ignore, limit or suspend comments or responses to comments, locally or universally and without prior notice, if we judge that these are becoming a waste of resources.

3. Reviewing this policy

This policy will be every year (or when required as a result of developments in social media, webbased applications, mobile applications and any other new technology that mhs homes becomes involved in).