11 Replies Latest reply: Mar 23, 2011 12:31 PM by Sanjiv Varma RSS

    Looking for Sample T&C's and Policy and Guidelines?

    Noreen Poli

      We have an exteranl community that will launch early this summer. I have been looking on line for Terms and Conditions as well as Policy & Guidelines for External facing communities. If you can share yours or how you arrived at yours we would greatly appreciate it???

       

      Thank you,

       

      Noreen

        • Re: Looking for Sample T&C's and Policy and Guidelines?
          daniel.marotta

          Hi Noreen,

           

          Feel free to repurpose our community guidelines and terms of use policy

           

          Community Guidelines

          Terms of Use

           

          We conducted the same due diligence you're doing now. We took a look at other communities similar to the one we're standing up and tweaked them so they applied to our community's goals. We also had the assistance of the Legal Dept.

           

          Good luck with the launch

           

          -Dan

          • Re: Looking for Sample T&C's and Policy and Guidelines?
            April Jacobs

            Hi Noreen,

             

            Here is my external governance documentation. I begged, borrowed, and stole from lots of places to put them together.

             

             

            I also have Employee Guidelines for participation. Let me know if you want those.

              • Re: Looking for Sample T&C's and Policy and Guidelines?
                Claire Flanagan

                April, I want the Employee Guidelines for sure!

                • Re: Looking for Sample T&C's and Policy and Guidelines?
                  jason.long

                  +1 for Employee Guidelines.  This is a timely and helpful thread; keep it coming!

                    • Re: Looking for Sample T&C's and Policy and Guidelines?
                      April Jacobs

                      Ask and ye shall receive! I built the employee guidelines into our badging process. So, in order to receive an Employee badge in the community, someone must first get approval from their manager, view the training materials, register on the site, and finally agree to the guidelines below. (This is just a simple form on our internal SharePoint site.)

                       

                      McAfee Community Employee Guidelines

                      These guidelines are intended to assist you in your use of the online McAfee Community as an individual. Please be aware that nothing in the use of this platform changes your responsibilities and obligations as an employee of McAfee. McAfee and its employees are required to act ethically, and it is every employee’s obligation to understand and adhere to the Policies laid out in the McAfee Employee Handbook.

                      McAfee supports open dialogue and the exchange of ideas. While McAfee encourages all of its employees to join the community and participate, those wearing a McAfee “badge” in the community must understand what is recommended, expected, and required when discussing McAfee-related topics.

                      These guidelines reflect the principles that McAfee employees should follow when participating in the community. They are intended to provide you with an understanding of both the proper and improper uses of social computing in an effort to make your conversations and interactions as rich as possible.

                      Be who you are. McAfee discourages anonymity among our employees in the community by using pseudonyms or false screen names. We believe in transparency and honesty so that others can easily recognize and respect your contributions.

                      • Your username should match your NT domain username (first initial, last name) so you can be correctly identified by McAfee. Some possible exceptions to this are: you have existing account credentials that were imported, or your username is taken.
                      • Use your real name and a recent photo of yourself if possible so that it is clear who you are.
                      • Be sure to list your McAfee product expertise and related industry experience in your profile to add credibility.

                       

                      Be smart about protecting yourself and your privacy. What you publish will be around for a long time, so consider the content carefully and also be judicious in disclosing personal details. Though not directly business-related, background information you choose to share about yourself may be useful in helping to establish a relationship between you and your audience, but this is entirely your choice.

                      • You should hide your email address in your profile if you do not want unsolicited email.

                       

                      Speak in the first person. Use your own voice; bring your own personality to the forefront.

                       

                      Add value. Community blogs and discussions should be used in a way that adds value to McAfee's business. If it helps you, your coworkers, our clients, or our partners to do their jobs and solve problems; if it helps to improve knowledge or skills; if it contributes directly or indirectly to the improvement of McAfee's products, processes, and policies; if it builds a sense of community; or if it helps to promote McAfee's Values, then it is adding value.

                       

                      Don't pick fights. Avoid unnecessary or unproductive arguments. When you see misrepresentations made about McAfee, you may certainly point that out. Always do so with respect, stick to the facts, and identify your appropriate affiliation to McAfee. If you speak about a competitor, you must make sure that what you say is factual and that it does not disparage the competitor.

                       

                      Be the first to respond to your own mistakes. If you make an error, be up front about your mistake and correct it quickly. If you choose to edit your post, make it clear in a new reply or comment that you have done so.

                       

                      Don't forget your day job. Active contribution to the community can be time consuming, so you should make sure that your online activities do not interfere with your job or commitments to customers.

                       

                      Respect your audience and your coworkers. Remember that McAfee is a global organization whose employees and clients reflect a diverse set of customs, values, and points of view. Don't be afraid to be yourself, but do so respectfully. This includes not only the obvious (no ethnic slurs, personal insults, obscenity, etc.) but also proper consideration of privacy and of topics that may be considered objectionable or inflammatory—such as politics and religion. It is fine for McAfee employees to disagree, but please don't use the McAfee Community to air your differences in an inappropriate manner.

                       

                      Protect McAfee's clients, business partners and suppliers. Never identify a client, partner, or supplier by name without permission and never discuss confidential details of a client engagement. It is acceptable to discuss general details about kinds of projects and use pseudonyms for a client (e.g., Client 123) so long as the information provided does not make it easy for someone to identify the client or violate any non-disclosure or intellectual property agreements that may be in place. Furthermore, the McAfee Community is not the place to conduct confidential business with a client.

                       

                      Respect copyright and fair use laws. For McAfee's protection and well as your own, you must show proper respect for the laws governing copyright and fair use, including McAfee's own copyrights and brands. You should never quote more than short excerpts of someone else's work. It is good practice to link to others' work.

                       

                      Other Legal Considerations. Remember the following - do NOT talk about: perceived product defects or deficits; revenue projections; future product launch details; acquisition targets yet to be defined, or disclose corporate topics, product roadmaps, customer wins, our relationship to customers or partners or any other McAfee internal information.

                       

                       

                        • Re: Looking for Sample T&C's and Policy and Guidelines?
                          Sanjiv Varma

                          Hi April,

                           

                          Any inputs on what has been your experience with community members or say an employee 'inadvertantly' posting a wrong answer and a customer ends up using it causing issues at customer end.

                           

                          Are your employee badged folks who come to the community dedicated resources to support the community ? or just volunteers.

                           

                          Are there any response guidelines or expectations you set for customers coming to the community looking for support ?

                           

                          Thanks

                          Sanjiv

                      • Re: Looking for Sample T&C's and Policy and Guidelines?
                        Noreen Poli

                        Thank you so much! Everyone has been so helpful! Thank you!

                        Noreen

                      • Re: Looking for Sample T&C's and Policy and Guidelines?
                        Laura Kelso

                        Hi Noreen,

                        We also pulled ideas for our external-facing Community Guidelines from a variety of sources; then added some of our own industry related verbiage.

                        Good luck,

                        Laura

                        • Re: Looking for Sample T&C's and Policy and Guidelines?
                          Gia Lyons

                          Walp, it looks like I need to collate all this awesome into a document and feature it in this community now!

                           

                          LOVE IT.