The Chartered Insurance Institute (CII) has urged all businesses operating in the insurance sector to create a corporate social media policy for employees to refer too.
It added that CII members were committed to upholding the body’s professional standards and misconduct was viewed “very seriously” including on social media with complaints procedures operating.
The body also warned firms and employees to be aware of other potential risks when using social media including fraud, professional liability and the impact on people’s mental health.
The statements came as the CII launched a 14-page guide titled Using social media professionally and safely which warned members to ensure their posts were conducted in a professional manner.
“Users of social media should be mindful that they are publicly visible. All activity should uphold professional standards as well as not be open to misinterpretation,” it said.
On corporate policies it added: “If there is no corporate social media policy (possibly if it is a small or own business), a social media policy should be created.
“The benefit of this is that guidelines will create a consistent model for employees that does not necessarily have to be a strict rulebook.”
Fraud and criminal activity
The guide highlighted that social media was becoming an increasingly popular target for cyber criminals who may approach users by impersonating other users or companies, asking for personal data that could be used to commit fraud.
And social engineering or ‘phishing’ is also increasing, meaning that social media users must be vigilant at all times and not share sensitive information online.
“It can be very difficult to trust accounts as not all users are required to be verified, including large organisations. There is no consistent method of recognising official accounts, which adds a further layer of complexity,” the CII said.
Professional liability
The CII also warned that firms could face reputation and financial damages or other legal costs as a result of employee or senior manager actions on social media, while personnel could face suspension or being fired.
It added that attention to detail was vital as a social media post that is inaccurate, contains libel or causes harm, could have as bad an effect on the reputation of the company just as much as professional negligence.
“Statements, advertising and information on social media should treated the same ways as in other forms of media,” the guide said.
“As some assume social media is for entertainment purposes only, the severity of certain actions might be underestimated. It is just as valid a platform as print and other digital media.”
The CII added that protecting oneself online was very important and this could be anything from maintaining a professional reputation to positive mental health.
“It is just as important for users to protect themselves online as much as they would their physical selves.
“It can also be a great way to be seen to be doing good business if interactions and communications are visible for all to see. It creates strong brand identity and makes company values clear. However, the safety of the user should always come first.”
Ultimately, the CII noted that using social media can open a whole new world of opportunities but also places the user on an instantly exposed platform for the whole world to see.
It emphasised that corporate social media policies can help to navigate the purpose of a social media account, but this was only beneficial in a professional capacity rather than a personal one.
“Users should feel able to be themselves online while remaining respectful of others,” it concluded.