Create the Correct Identity
People often follow multiple WSU social media accounts, and we need to distinguish the main university feed from other feeds. To make this easier, use of the WSU shield in the profile image is reserved for the six official university accounts, where messaging is managed by the Marketing & Communications team.
The WSU shield, as shown below, should not be used by other university offices, departments, student organizations or initiatives.
Instead, use photos or approved university signatures for colleges, academic departments, divisions, campuses, locations, centers, offices and programs. You can find these downloads at weber.edu/brand.
Use proper naming conventions. Refer to the WSU Writing Style Guide before naming your account. Abbreviate as necessary if length is an issue, but be sure to use the unit’s full name and “Weber State” in your biography or description.
Do Not ...
Make custom logos and profile photos using bits and pieces of different approved (and unapproved) university signatures/marks.
Do Not ...
Use the Presidential Seal or Alumni Association mark in your logos or images. This is reserved for official university documents and ceremonial or historical university materials.
Do Not ...
Use outdated/historical university marks and logos.
If you have further questions about logos, please refer to Weber State’s logo usage guide.
Handling Negative Comments
Social media is a unique public environment that has its own culture and expectations. Traditional customer service and public relations may not be enough. Here are some tips to handle complaints, negativity or inappropriate situations online.
You Can't React if You Don't Know
Spending adequate time monitoring your social media accounts is paramount. This includes mentions, comments on posts, visitor posts on your profiles and even doing keyword searches for relevant hashtags and phrases that are unique to you and your brand.
Acknowledge the Complaint
Most people post negative comments because they don't feel like they are being heard. Some do it because social media is "detached" from more personal methods of communication, and it's easier for them to lash out in digital space. Either way, it's important to let them know you are listening. Always acknowledge the complaint and, if possible, attempt to resolve the issue. If necessary, apologize.
You can't make everybody happy, though, which brings us to the final point ...
Don't Argue or Debate
This rarely looks good for you or for the university. When your attempts to engage with a complaint aren't making progress, it's OK to take a step back and stop engaging a "troll." Arguing and debating is rarely productive. Sometimes, you'll find that your most loyal followers will go to bat for you and engage with the complainer on your behalf.
Don't Delete Comments
Deleting comments only aggravates the commenter, or moves the conversation to another public forum (which can still damage your reputation). Deleting things in digital space is an illusion anyway, and it will bring your integrity into question — not only with the complainer, but with all your followers.
Blocking users or deleting comments should be reserved for violations of social media policy, including hate speech, pornography, personal attacks, confidential information, spam and comments that are off topic.