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Mary Fellows's picture

March 2012 online board meeting: Twitter guidelines

These documents respond to the Board request that we identify an interactive platform for ALSC members to discuss issues related to digital media (for example, apps). We will want to review the guidelines carefully. If we approve these guidelines or revised guidelines, ALSC can move forward on expanding our use of Twitter to engage members.

 

Nina Lindsay's picture

Well I wish the guidelines were under 140 characters. But they look great!

Nina Lindsay

2017-18 ALSC President

 

 

Ernie Cox's picture

I would like to hear more background related to this line in the guidelines:

"ALSC does not process complaints"

What are potential complaints that might be directed at the ALSC Twitter account?  When these complaints are raised what will the procedure be to address them?

 

 

Dan Bostrom (staff)'s picture

Good question Ernie.

The entire line reads: "ALSC does not process complaints, award/media requests, or personal issues via Twitter or Facebook."

The logic behind this is that in many cases, 140 characters is often not enough space to adequate process complaints/requests, etc. We obviously have to handle complaints/requests on an individual basis. In cases that are relatively easy, we can tweet a link that gives a person more information (as I did yesterday in regards to the ALA Elections).

In certain cases information won't be available from our website. Complaints directed at the ALSC Twitter account may involve things like the costs of dues, or an explanation for a decision made by ALSC. We would first ask the individual to email us (alsc@ala.org), so that we could respond in a longer format. Equally, award/media requests are tricky because they involve the division giving out chair address information. We would prefer to handle those via email. 

Ernie Cox's picture

Thank you for the clarifcation, Dan.    Let me make sure I understand - the twitter account will address complaints when appropriate or possible in that venure?  If that is the idea we could include language in the guidelines that explains that approach.

Dan Bostrom (staff)'s picture

Maybe I confused myself (and everyone else) earlier. The second-to-last section, "Award/Media Requests, and Personal Issue" is meant to separate questions/information requests from complaints.

In my opinion, the language, as it stands, makes sense because it rules out getting into 140-character explanations about complicated issues. "ALSC does not process complaints, award/media requests, or personal issues via Twitter or Facebook." This makes it clear that complaining in Twitter won't get anything changed. 

But I also want to point out that when any other sort of question (read: not complaints) is asked, we are handling it properly. In the first section, the document states that "ALSC can be considered an authority on some issues and will be expected to contribute to the online conversation in a considered and thoughtful ways." That is our approach.  

 

Tali Balas's picture

I think the language as it currently stands is clearer and makes the most sense.

Carolyn Brodie's picture

Looks good to me.  Great work Dan and good question Ernie!

Carolyn Brodie's picture

Looks good to me.  Great work Dan and good question Ernie!

Rhonda Gould's picture

Thanks for the clarifications, I think these guidelines are well done.

Rhonda K. Gould

Cecilia McGowan's picture

I concur.

Cecilia