I. Policy Statement
Social media is the collective term given to web-based tools and applications which enable users to create, share and interact with content (words, images, graphics and video content), as well as network with each other through the sharing of information, opinions, knowledge and common interests. Examples of social media platforms include Facebook, X (formerly known as Twitter), LinkedIn, Instagram, YouTube and TikTok.
International Students House (‘ISH’ or ‘the Charity’) uses social media to communicate the work we do as a charity. It is important for designated staff and residents to participate in social media to engage with our audiences and stakeholders, contribute to relevant conversations, and raise the profile of International Students House, using the charity’s corporate accounts. Some staff and students may also support the charity’s work using their personal accounts, and many will have social media accounts for personal use.
II. Scope
Social media is a fast-moving online world, where nuance and context can be easily lost. While social media brings the charity to a wide audience, it can also present risks. We want to ensure that all staff and residents using social media represent and reflect International Students House in the best way possible. It is also important to mitigate risks (such as reputational or legal issues) associated with the use of social media to protect our supporters, staff and residents, work and reputation.
This policy applies to all employees, Trustees and persons acting as agents for ISH.
III. Related Legislation and guidance
Charities and Social Media published by the Charity Commission
IV. Responsibilities
| Board of Trustees | Overall responsibility for the policies and procedures that govern the work at ISH. |
| Chief Executive | Overall responsibility for ensuring ISH’s resources are used effectively and appropriately. |
| Policy Owner | Responsible for ensuring guidelines are in place and that policies and procedures reflect our charitable ethos and commitment to equality and diversity. |
| All Line Managers | Responsible for ensuring all employees are aware of and follow this policy. |
| All Employees and Volunteers | To follow policies and procedures, promoting best practice throughout the organisation. |
V. Policy
Social media is the collective term given to web-based tools and applications which enable users to create, share and interact with content (words, images, graphics and video content), as well as network with each other through the sharing of information, opinions, knowledge and common interests. Examples of social media platforms include Facebook, X (formerly known as Twitter), LinkedIn, Instagram, YouTube and TikTok.
While we encourage the use of social media to support our communications strategy or plans, we have important standards, outlined in this policy, which we require everyone to observe and adhere to. The difference between a personal and professional opinion can also be blurred on social media, particularly if you’re discussing issues relating to International Students House. Publication and commentary on social media carry similar obligations and are subject to the same laws as other kinds of publication or commentary in the public domain.
Which social media channels do we use?
International Students House uses the following social media channels:
Facebook: https://www.facebook.com/InternationalStudentsHouse
LinkedIn: https://www.linkedin.com/company/international-students-house
Instagram: https://www.instagram.com/ishlondon/
YouTube: https://www.youtube.com/@InternationalStudentsHouse
TikTok: https://www.tiktok.com/@ish.london?_t=ZN-8z2IHferxXq&_r=1
Social media can be a powerful communication tool for charities, but there are risks that come with using it. The Charities and Social Media guidance set by the Charity Commission in 2023 outlines the risks and responsibilities as trustees and what to consider if issues do arise.
This policy applies to all social media platforms used by staff (including consultants, and freelancers) and volunteers (including trustees) in a professional and personal capacity.
This policy also applies to online blogs, wikis, podcasts, forums, and messaging based apps, such as WhatsApp. Social media can be accessed in various ways, including from a desktop or laptop computer, tablet or smartphone. This policy applies to the use of all such devices.
- Know our social media guardians
The Marketing Team is responsible for setting up and managing ISH’s social media channels. The Marketing Manager has overall ownership of these accounts and only those authorised to do so will have access to these accounts.
The Marketing Team will uphold best practices for channel security with secure passwords that regularly change. Never give out the passwords for our channels without express permission from the Marketing Manager.
- Be an ambassador for our brand
Staff must ensure they reflect ISH values in what they post and use our tone of voice. Our brand guidelines set out our style that all staff should refer to when posting content on ISH social media channels. Please note that only the Marketing Team, in conjunction with SMT as required, is permitted to respond to comments on our social media posts on behalf of the organisation. All posts and comments should be attributed to the charity and not an individual. In special cases, it may be appropriate for a staff member or volunteer to make an individual comment as themselves.
- Always pause and think before posting
When posting from ISH social media accounts, you must respond to comments in the voice of our charity and not allow your own personal opinions to influence responses. Staff must not reveal their personal opinions via our accounts by ‘liking’, ‘sharing’ or ‘reposting’ as ISH, unless it is clear that you are doing so as an individual staff member as part of an approach agreed with the Marketing Team (e.g. as part of a ‘takeover’ of the charity’s account). If you are in doubt about the Charity’s position on a particular issue, please speak to the Marketing Manager.
- Ensure brand consistency
Staff must not create or manage any other social media channels, groups or pages on behalf of ISH without express permission from the Marketing Manager and training. This is to ensure brand consistency for users and the appropriate safeguarding and monitoring processes are in place.
- Stick to the law
Staff must discourage people to break the law to supply material for social media, such as using unauthorised video footage. All relevant rights for usage must be obtained before publishing material.
- Remain politically neutral
ISH is not associated with any political organisation and has no affiliation with or links to political parties. We can express views where appropriate on policies that impact our work and service users, but it is essential that ISH remains, and is seen to be, politically neutral.
We cannot endorse a political party or candidate. We must carefully manage the risk that we are perceived to have any party-political bias and should carefully consider any posts which might be perceived as such.
- Check facts and be honest
Staff should not automatically assume that material that’s shared or included in any post is accurate and should take reasonable steps where necessary to seek verification – for example, by checking data/statistics and being wary of photo manipulation. If you’ve made a mistake, don’t be afraid to admit it. But think first about how to manage any risk to the charity and its brand in doing so by consulting with the Marketing Team to craft the response.
- Internet access and monitoring usage
There are currently no access restrictions to any of our social media sites in the International Students House office. However, when using the internet at work, it is important that staff refer to our social media policy. You can refer to the same policy for guidance on working from home. You are permitted to make reasonable and appropriate use of personal social media activity in line with this policy during your breaks. But usage should not be excessive or interfere with your work.
- Point of contact for social media and authority to post on International Students House media accounts
Our Marketing team is responsible for the day-to-day publishing, monitoring and management of our social media channels. If you have questions about any aspect of these channels, please speak to the Marketing Manager. No other staff member or volunteer is permitted to post content on ISH official channels without the permission of the Marketing Manager.
It is critical that all staff abide by UK GDPR, the Data Protection Act 2018, the laws governing copyright, under the Copyright, Designs and Patents Act 1988, when representing the charity. Never use or adapt someone else’s images or written content without permission. Failing to acknowledge the source/author/resource citation, where permission has been given to reproduce content, is also considered a breach of copyright.
Any communications that staff and volunteers make must not breach confidentiality. For example, information meant for internal use only or information that [charity name] is not ready to disclose yet. For example, a news story that is embargoed for a particular date, or information from people who the charity has worked with which is private.
- Discrimination and harassment
Staff and volunteers should not post content that could be considered discriminatory against, or bullying or harassment of, any individual, on either an official ISH social media channel or a personal account. For example:
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- Making offensive or derogatory comments relating to sex, gender, race, disability, sexual orientation, age, religion or belief.
- Using social media to bully another individual
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In line with our equity, diversity and inclusion policy, we endeavour to ensure our social media is as accessible as possible. This includes:
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- Using plain English, accessible fonts and avoiding small text sizes
- Using contrasting colours
- Using subtitles where appropriate
- Using alt text for videos and images
- Explaining the text contained in an image in the copy that accompanies it
- Following our brand guidelines, which have been designed to be accessible.
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- I will not insult, harass, bully or intimidate individuals or organisations
- I will respond to others’ opinions respectfully and professionally
- I will not do anything that breaches my terms of employment/voluntary role
- I will acknowledge and correct mistakes promptly using the provided guidance
- I will disclose conflicts of interest where I am able
- I will not knowingly post inaccurate information
- I will link to online references and original source materials directly
- I will be considerate, kind and fair
- I will always ensure my activity does no harm to the organisation or to others
- I will champion International Students House and its services
- I will not knowingly break the law
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All data, photographs, and user details are managed in accordance with UK GDPR and the 2018 Data Protection Act.
Measures have been taken to protect ISH’s social media channels from attacks, data leaks, impersonation, and social engineering. Some of the measures include employee awareness and training. We also employ Proofpoint social media protection, which uses advanced automated tools.
On a daily basis, the Marketing Team checks ISH’s social media channels and removes spam or any abusive posts. Posts or comments containing hate speech, harassment, discriminatory language, or misinformation will be removed. Repeat offenders may be blocked, and serious issues will be escalated to senior management. All enquiries received via social media will be acknowledged and, where relevant, redirected to the appropriate department
Staff who fail to abide by the code of conduct in this policy may be subject to disciplinary action under the Charity’s disciplinary policy.
10. Contact
For further advice, relating to the above information or other employment-related policies, please contact the CEO / FD / or HR Manager. Current students can contact the Dean of Student Life. Guests, customers, and alumni can contact info@ish.org.uk
Note: This policy does not form part of the contract of employment; however, the Charity will not depart from it without good reason.