ComplianceLIVE

Fun-Size Episode 1: Mind the Gap

Episode Summary

Amanda and Chris discuss social media policies and postings in this fun-size episode of ComplianceLIVE!

Episode Notes

Click to receive the The 2019 Electronic Communications Compliance Survey:

https://www.smarsh.com/2019-electronic-communications-compliance-survey

 

 

Episode Transcription

Amanda Hosenfeld  

Hi everybody, it's Amanda Hosenfeld from ComplianceLIVE. We have a really special funsize episode of ComplianceLIVE for you today. So today I sat down with our old friend Chris Martin to discuss how technology and social media are driving today's business world and how you can weigh the risks and rewards with your own policies. A quick programming note before we get started, Mark from Accounting would like you to know that this funsize episode of ComplianceLIVE is sponsored by ComplianceLine. Thank you to ComplianceLine for making a space for us to share valuable content with our listeners. Also, a special thank you to our pre production team for putting together the research and content and to our post production team for taking the show and distributing it into social media fun sized pieces. Now enjoy our fun sized episode of ComplianceLIVE, which we're calling Mind the Gap.

 

Welcome back.  

 

Chris Martin  

Thank you. It's great to be back.

 

Amanda Hosenfeld  

You're back in the studio, we put a plant!

 

Chris Martin  

I know it's it makes it more homey in here with the dark wall.

 

Amanda Hosenfeld  

Right? We need to water it.  It's flu season. So I apologize for this. I'm just getting...I call it my like graveyard shift librarian voice.

 

Chris Martin  

Well you stay on that side of the table.

 

Amanda Hosenfeld  

I'm on this side of the table.  That's right. Tons of people have been in here and all of their germs get caught in these foam walls. So on today's kind of mini-sode we want to talk a little bit about a report that we found this Electronic Communications Compliance Survey report...for the camera (shows report to camera). And we will put this up in our show notes if you want to sign up and download a copy of this. When we're reading this report...it's all about Financial Institutions primarily but the compliance piece translates really well into what we want to talk about today. So the three main takeaways from this report...we'll just cliffnotes it for you...takeaway one is that social media and technology is here to stay in the workplace and that we should not expect it to go away. So be prepared. The second takeaway is that cell phones are now a part of your day we conduct business on our cell phones...

 

Chris Martin  

An integral part of your day.

 

Amanda Hosenfeld  

Yeah, exactly. I got locked out of my computer this morning because it was new password day yesterday. Yeah. And I was like, Well, how am I supposed to send an email to get my password reset?

 

Chris Martin  

It has literally become your second computer.

 

Amanda Hosenfeld  

Yeah, absolutely. for better for worse, right. Then the third takeaway is that compliance programs within companies should always be prepared for cell phones and social media to mitigate that, that risk. So what are your thoughts on that?

 

Chris Martin  

Well, the social media, I mean, anytime someone's got an an outlet to the rest of the world, right, especially if they have your company name attached to it, like on LinkedIn, where you have your profile there, then they become a representative of your company. So there is some risk there that needs to be mitigated in the things that they display and the things that they talk about the things that they show and the opinions they put out there. So, you know, there is a risk involved with it. But what I, the way I like to look at this is taking smart risk, right? So instead of saying, Oh, this is risky, let's not do it and having policies in place that say don't go on social media, don't use your phone. Instead of that use an intelligent risk perspective where you say, this stuff is here. There is a positive aspect to it. We want people to use these mediums. But we do need to govern a little bit what goes out there and how each employee and the company is presented. So, you know, I think more and more companies now and I think that's some of the stuff that talked about on the report is being able to leverage social media and your phone and all these outlets for the benefit of the company rather than viewing it as a risk.

 

Amanda Hosenfeld  

As something you don't want to even walk into. Now you have a social media presence with our company. What other social media does ComplianceLine use?  

 

Chris Martin  

Oh, wow. ComplianceLine is all over the place. We have really...

 

Amanda Hosenfeld  

Just in the last couple of months...

 

Chris Martin  

Yeah, I was going to say we've really started putting a lot of focus into the social media piece of it with some very active and focused campaigns, right, obviously, LinkedIn, we've got Facebook, I'm pretty sure uh, well, so we've got a Twitter I think we've also got you know, a couple podcasts that are out there, obviously, this is what we're filming for today. And, you know, I think there's a few others that the that the marketing team is using, that I'm not directly involved with, but you know, we have got a pretty large presence out there. But more importantly, we've got a lot of content coming out.  

 

Right. And so that took a lot of planning it took a change to our policies and procedures and in in kind of governing what gets put out there, how it gets put out there and make sure that we're all on a consistent message but also to make sure that the company is portrayed in the right way.  

 

Amanda Hosenfeld  

Right.

 

So you just...you just said my favorite word of all times and in our constant listeners to the podcast will know that I love training and I love policies.   Pop quiz right off the top of your head, do you know what ComplianceLine's social media policy is?

 

Chris Martin  

*stony silence*

 

Amanda Hosenfeld  

Gah, what kind of employee are you?  

 

Chris Martin  

Seriously, so...

 

Amanda Hosenfeld  

I thought...I got it.  

 

Chris Martin  

Okay. You look you're a savior.

 

Amanda Hosenfeld  

Look, I got it.

 

Chris Martin  

I'm hip to the general principles.  

 

Amanda Hosenfeld  

Okay. What's the general principles?

 

I did take the training and I passed it.  

 

Thank you.  Thank you.

 

Chris Martin  

To quote it verbatim I don't know. But I mean, obviously, we're not supposed to be posting any plagiarized content, any anything that's any offensive imagery or opinions. You don't talk about politics. You know, nothing...no obscenities, nothing racist. You know, a lot of it is just common sense. It's things that you you don't put out there...you don't put things out there that are going to incite a major emotional response and other people. Unless it's a positive one.

 

Amanda Hosenfeld  

Right. Well, and especially if you're speaking on behalf of ComplianceLine, right. So LinkedIn is a huge one for us. ComplianceLine employees are encouraged to to have LinkedIn presence and as long as you're not hashtagging ComplianceLine on things that are objectionable or foul then in one of our one of our policies is absolutely to make sure that the information that you're putting out there is accurate.  

 

Chris Martin  

Absolutely.  

 

Amanda Hosenfeld  

So that you double checking any news source that we post, any article, that that we make sure that that is coming from a reputable source as well. Our policy also states that we're not allowed to pretend to be of a different stature in the company that we are like I can't go out and say, I Amanda Hosenfeld as the CEO of ComplianceLine, right, because that's obviously not true, but ComplianceLine has written into their policy, but it does respect the rights of employees to use social media for professional purposes. But just to make sure that you're being fair, you're being consistent with the material you post, you know, ask before you post something with a picture of ComplianceLine in it, ask before you post an employee picture. Make sure that your content is accurate and make sure you're not breaking any of like the social media site rules in itself.  

 

Chris Martin  

You know, this one thing that have to say about ComplianceLine is that, you know, those things that you just mentioned about how we post on social media, they've sort of had that incorporated into our values here, right? As part of our company culture, because we've been able to establish that company culture ahead of time, it sort of has, I guess, guided the way that we post on social media. And I think that's part of the reason it's been so easy for them to say, you know, you guys are welcome to talk on social media. You're welcome to put us out there, you know, and, you know, and they also given us a, they put a lot of trust in us with the content that we put out as well. So

 

Amanda Hosenfeld  

Absolutely, not just on social media, but we use some kind of internal technology here within the company as well, that doesn't get posted out to the general public. So we use GoToMeeting, of course, GoToWebinar. We also use Slack.

 

Chris Martin  

Slack. Yeah.  

 

Amanda Hosenfeld  

And we use our personal cell phone devices for business communication. What do we need to keep in mind? Or what do companies need to keep in mind even for their internal communication?

 

Chris Martin  

Yeah, that's a that's a great question. So, you know, a lot of the same rules for posting externally on social media would apply internally as well. Obviously, you have a little bit more freedom, because you're going to be talking about proprietary internal information for the organization, which you wouldn't put out on social media, but you could put it, let's say, into, you know, a private Slack channel just internally, to have that type of discussion. So, but still, you know, respect for your audience, understanding that you're not going to put anything out there that's offensive or objectionable. Again, you don't want to put anything out there that's going to be plagiarized or incorrect information. Right. So it's a lot of the same rules that sort of apply there. You know, I think, just with, you know, external social media, I think that's the real difference is you have to be careful of what proprietary company information you're sharing.

 

Amanda Hosenfeld  

Okay, so who is going to see this information and what could get throud the...slip through the cracks? Should people know this stuff publicly? And should they not?

 

Chris Martin  

Sure. Yeah, it's...yeah, always consider your audience when you're making a post, whether it be internal or external.

 

Amanda Hosenfeld  

So what do you think...we'll turn back to my favorite thing is policies. What do you think a good policy consists of? We didn't rehearse this, obviously. So it's, it might catch you off guard. But do you have to have a policy for every social media site? Do I have to have a LinkedIn policy and an Instagram policy and a Twitter policy? What are your thoughts on that?

 

Unknown Speaker  

Well, so with all of those social media platforms, if you really boil it down, you're posting either text, a picture, video, you know, maybe sometimes audio depending upon the platform. So in regard to regardless, there is the the public at large that are on these types of social media platforms, right. So you have specific media content, and a you know, society that you're sharing it with, regardless of which of the platforms that it is. So I think it is possible and probably a lot less work to put together policy and you know, that sort of groups together and governs what you're allowed to share outside of the organization. So, you know, a lot of those things that we've sort of discussed about earlier, it's important to codify them in a policy. That way, there is a single source of the truth, a single document that everybody can read and attest to, sign off on it to say that they've read it, they, they, they agree with it. And then you know, it's, it's something that you can always reference back to as well. If you need a refresher or if you're not quite sure, maybe there's some gray area on what you should or shouldn't post. So it is important to have that documented.  

 

Amanda Hosenfeld  

So apart from the social media piece, why is it equally as important to have a cell phone or camera policy? I don't think anybody carries around a separate camera unless you do do a little bit of the work that we do here. But is it as important to have that policy as it is to have a social media policy?

 

Chris Martin  

It's important to have a section in your policies that talks about phones usage, right? So it's not just the content of what you're sharing, it's actually even the security that you're using, right? So encrypting the information that goes out, you know, you're not always going to have Norton Antivirus on on your phone like you would on your computer. So it doesn't necessarily all the applications and platforms don't necessarily have all the same encryption either with information that you're sending, so you absolutely need to have a phone policy as well.

 

Amanda Hosenfeld  

So I know here at ComplianceLine, we have a cell phone on our compliance hotline floor policy that states limit cell phone use to our designated rooms for that because we deal with things like personal health information, and potentially HIPAA violations. Because our calls can consist of people calling in about medical conditions or medical...the medical field. So how important is it to look at the business that you run in terms of cell phones?

 

Chris Martin  

I think you're moving more into the privacy realm.

 

Amanda Hosenfeld  

Yeah.

 

Chris Martin  

Right. So organizations have privacy, just like, you know, an individual person would, right I know here at our organization, because of the sensitivity and nature of the information that we're that we're managing, it's really important to have those privacy measures in place, right? So we have, you have to have a badge right to get into our office.  

 

Amanda Hosenfeld  

Yeah.  

 

Chris Martin  

And you have to badge in again, to be able to get to the call center, if you have access, you know, we have locks on all the doors. We even have a sanctioned off waiting room for any guests that come that aren't allowed past a certain point in the building, right? Because we want to maintain, you know, that privacy of the information that we're handling, you know, we've got all of the the the best, you know, cyber security measures in place to manage the data, you know, we have data encryption, you know, all the certifications on our servers, things of that nature. So, you know, it's, it is really important to be able to maintain that, that type of privacy, there absolutely is a sort of a bleed over between, you know, that compliance piece and the privacy piece. And you can just the ethics that you use to manage all of those things. So it's Yeah, it's it's definitely within the realm of speaking to in this conversation.

 

Amanda Hosenfeld  

Right. Yeah, I just want to make sure that our clients and stakeholders are aware that the security doesn't stop at the door. There's a security risks when you are carrying around a cell phone that things are recorded things are...photos are taken. Innocent, like, Facetime video with your kid right before they go to bed or whatever those...that is a potential risk, compliance risk, depending on the policies that you have in place.  Thanks for stopping in.  

 

Chris Martin  

Yeah, absolutely.  

 

Amanda Hosenfeld  

Please come back.

 

Absolutely. Well, it's always fun to get together with you.

 

We want to just make sure that everybody is aware that our ComplianceLIVE podcast as well as this ComplianceLIVE fun sized episode is sponsored by ComplianceLine, and they make this possible so that we can provide valuable content to you our listener. So thank you for that. Thank you to our pre-production team for the material and our post production team for the push.

 

Chris Martin  

And thank you, Amanda.

 

Amanda Hosenfeld  

Thank you so much. So all right, Chris, I'm appreciate you taking the time.

 

I'm Amanda Hosenfeld.  

 

Chris Martin  

I'm Chris Martin.

 

Amanda Hosenfeld  

And stay compliant.

 

Transcribed by https://otter.ai