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ERMU Management Policy—A.26 Communications Policy <br /> Monitoring Social Media Pages <br /> Successful social media pages require monitoring. Each department utilizing social media tools <br /> shall appoint an administrator responsible for monitoring. Due to the nature of our business, it is <br /> ERMU's philosophy to handle any conversations or debates offline via a phone call or email. <br /> That being said,the following guidelines have been established to help determine when and how <br /> to respond. <br /> When and How to Respond <br /> • If the person has a question, complaint, or wants to debate: <br /> If the person making the comment is an ERMU customer,provide their contact <br /> information to the department head that can best address their comment offline. A <br /> general response to the post should also be made acknowledging the customer's <br /> question, or thanking them for their feedback, and telling them that someone will be <br /> personally reaching out to them to address their question or complaint. Provide the <br /> title of the individual that will be contacting them. <br /> If the person making the comment is not an ERMU customer, or their contact <br /> information is not available, a general response to the post should be made <br /> acknowledging their question, or thanking them for their feedback, and encouraging <br /> them to contact the specific department head that can best address their question or <br /> complaint. Provide the title of the individual they should contact along with ERMU's <br /> general phone number. <br /> • If the person leaves a general comment: <br /> A comment such as"This video was informative," requires no response. <br /> Accuracy and Timeliness <br /> ERMU shall make every effort to ensure the accuracy and timeliness of posted information <br /> barring factors beyond control including, but not limited to, unauthorized modification of data, <br /> transmission errors,browser incompatibilities, information, etc. which can affect the quality of <br /> displayed information. ERMU does not guarantee the accuracy of the information provided on its <br /> tools and is not liable for reliance on this information. <br /> ERMU's timeliness with posts and responses to comments may also vary based on staff <br /> availability,therefore a disclaimer shall be posted on any social media site, stating: <br /> This social media page is intended to provide information in a timely manner to a wide audience <br /> and not as an in-depth or complete source of information. It is an evolving supplement to the <br /> official ERMU website,press releases, and in person communications. Responses will typically <br /> be posted within office hours and within varying parameters of staff availability. For these <br /> reasons, staff may not need to respond to every comment or question posted on the social media <br /> site. <br /> Page 4 of 6 <br /> 354 <br />