Social Media Guidelines

Content

Cornish Mutual’s Social Media policies and guidelines for users and staff (“Policies and Guidelines”).

This Social Media User Agreement relates to our engagement with You through Social Media (as defined below).

Please read these Policies and Guidelines carefully before You start to engage with Us through Social Media.

By engaging with Us through Social Media, You indicate that You have read, understood and agree to these Policies and Guidelines.

Disclaimer

No warranty or representation is made to You or any third party whatsoever that any content shown on Social Media (as defined below) is true, accurate and not misleading in any way. There is absolutely no assurance that any content contained on Social Media is true, accurate or up-to-date.

Any content on Social Media is not endorsed in any way by Us.

Please see the clause below entitled "Our Liability" for details of Our liability.

Definitions

Unless specifically defined in the following Policies and Guidelines the following words have the following meanings for the purposes of these Policies and Guidelines unless the context requires otherwise:

"Contribution" any posting by You on Social Media for the purpose of engaging with Us

"You" any person who engages with Us through Social Media

"Your" will be construed accordingly;

"Social Media" Online social networking sites including, without limitation, blogs, Twitter, Facebook, LinkedIn and
Myspace through which We Engage with You.

"We" / "Us" Cornish Mutual Assurance Company Limited and "Our" will be construed accordingly;

In the same way that We are committed to offering Our members (Members) an honest, open and straightforward approach to insurance We would like all Our dealings on Social Media sites to be honest, open and respectful. We therefore ask all people who wish to work and interact with us to join us in furthering our business relationships by signing up to our user agreement.

We are committed to the following:

1) Offering an open and honest approach to all dealings with existing and prospective Members (Prospective Members).
2) Providing clear and fair communications from all Our staff or suppliers, who when using Social Media on Our behalf will state their name and who they are in all communications.
3) Giving clear information on how if problems do occur We will resolve issues in advance of them happening (see our Social Media Guidelines for more information)
4) Developing a culture of listening and talking to Our Members
5) Demonstrating that Our aim is to offer an open and honest approach to Members by responding to problems in this manner.

In return we ask Members and Prospective Members to:

1) Show respect and understanding to Our staff and suppliers
2) Give your real identity when talking to Us so you can start a long term relationship with Us
3) Acknowledge that problems may occur and give Us the time and information to effectively address issues
4) Share any issues you may have either directly with Us or through a medium in which We can respond so We can work with You to resolve the problem.
5) Try and approach Us with an open mind and be open to what We are trying to say.

By working with Members, Prospective Members and the wider community in the ways outlined above We, Our staff and suppliers hope to foster long-term sustainable relationships with people in the rural community.

This is Our version of the customer company pact which we have also signed up to, see: www.ccpact.com for further information.

Our Social Media Guidelines

We have adopted the following Policies and Guidelines in relation to Our engagement with You through Social Media. Before engaging with Us in any Social Media network or forum please read these Social Media Policies and Guidelines We ask anyone involved in Social Media activities with Our users and employees to agree to them and any engagement by You with Us through Social Media means that you accept, and agree to follow these Policies and Guidelines.

Information and comments

Any advice or guidance offered within Social Media for the purpose of engaging with Us are the views of the individual and do not necessarily reflect Our official position. We expressly exclude Our liability for any loss or damage arising from the use of Social Media by You in contravention of these Polices and Guidelines. See "Our Liability" section. We reserve the right to promptly remove any Contribution which we deem to be potentially defamatory to any person, unlawful or in violation of any third party rights.

Whilst We take all reasonable steps to ensure that the information posted online is accurate and up-to-date, it is nonetheless supplied on an "as is" basis and accordingly We do not accept any liability for any errors or omissions.

If You are in any doubt as to the validity of information made available please seek verification by contacting Us. Please email engagementandpr@cornishmutual.co.uk or call 01872 277151.

We intend to use Social Media platforms such as Facebook and Twitter to engage with people on discussions around topics including insurance and the rural community. Whilst encouraging dialogue We will also post news and information relating to Us and any related companies or campaigns that we feel are relevant to our Members, fans and followers. This could include gauging opinion, posting news on the organisation's activities or offering advice on issues relating to insurance like health and safety.

In engaging with Us through Social Media You agree to use Social Media only for lawful purposes and in accordance with these Policies and Guidelines, and in a way that does not infringe the rights of, restrict or inhibit anyone else's use and enjoyment of these sites.

We do not support difficult or prohibiting behaviour such as harassing or causing distress or inconvenience to any person, transmitting obscene or offensive content or disrupting the normal flow of dialogue within Social Media platforms.

Comment Moderation Policy

We welcome constructive, honest, open, insightful, civil and tasteful contributions that relate to the content posted.

We will not moderate Contributions. We will not be responsible as author, editor or publisher for any Contribution and we expressly exclude our liability for any loss or damage arising from the use of Social Media by any person in contravention of these Policies and Guidelines. We reserve the right to either remove or not post comments that We consider to be defamatory of any person or which We deem unlawful or in violation of any third party rights including, without limitation:

Offensive or use of inappropriate language - we ask that all contributions are constructive, polite and not posted with the intention of causing trouble.

Spam, links or off topic material - comments should be specific to the subject and nobody likes spam - if We deem it necessary We will use no-follow links.

Personal attacks - You are welcome to question or argue content but if this approach becomes an aggressive or personal attack then it is unwelcome and We reserve the right to remove any such Contributions.

Advertising, promotion or sales links - We reserve the right to remove Contributions that include blatant advertising or promotion

Contributions in languages other than English - will not be responded to and we reserve the right to remove such Contributions. Regrettably we cannot accept postings in Cornish as no staff currently speak the language.

Impersonation - if We believe someone is impersonating another individual We reserve the right to remove any such Contribution.

Use of inappropriate (e.g. vulgar, offensive etc) user names - Contributions must be made in Users' true names so that We can start a relationship by knowing Your identity. If We consider User names to be inappropriate We reserve the right to either remove or not post Contributions.

We expressly exclude Our liability for any loss or damage arising from Contributions by any person in contravention of these Policies and Guidelines.

Our online interaction policy

We seek to develop an open and honest dialogue with Our Members and Prospective Members and the wider community. Although We look forward to engaging with people there will be times when We are unable to respond as quickly as You may wish or We choose not to. Here We give you an idea of the types of conversations We will engage in and others We will not.

Our policy on dialogue

Spam and off-subject comments - We won't respond to these types of posts.

Defamatory comments - if We consider remarks to be insulting, offensive or slanderous We will not respond and reserve the right to remove such Contributions.

Remarks containing misinformation - We will endeavour to correct any information We find misleading or incorrect as soon as possible.

Rebellious or trolling comments - We are happy to hear different opinions but if We decide that the purpose of these comments is for provocation and controversy thus taking the emphasis away from the true debate We will not respond.

Content Standards

Contributions should comply with the following content standards:

A Contribution must:

  • Be accurate (where it states facts).
  • Be genuinely held (where it states opinions).
  • Comply with the law applicable in England and Wales and in any country from which it is posted.
  • Be relevant.

A Contribution must not:

  • Be defamatory of any person.
  • Be obscene, offensive, hateful or inflammatory.
  • Promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age.
  • Disclose the name, address, telephone, mobile or fax number, email address or any other personal data in respect of any individual.
  • Infringe any copyright, database right or trade mark of any other person.
  • Breach any legal duty owed to a third party, such as a contractual duty or a duty of confidence.
  • Be in contempt of court.
  • Be likely to harass, upset, embarrass, alarm or annoy any other person.
  • Impersonate any person, or misrepresent your identity or affiliation with any person.
  • Give the impression that the Contribution emanates from Us if this is not the case.
  • Advocate, promote, incite any third party to commit, or assist any unlawful or criminal act.
  • Contain a statement which you know or believe, or have reasonable grounds for believing, that members of the public to whom the statement is, or is to be, published are likely to understand as a direct or indirect encouragement or other inducement to the commission, preparation or instigation of acts of terrorism.
  • Contain any advertising or promote any services or web links to other sites.

Our dialogue standards

We commit to the following standards when engaging in online dialogue:

Response times - We will try and respond to online comments as soon as is reasonably practicable. Our office is open Monday to Friday 9-5pm.

Unfortunately We will not always be able to respond to all questions or comments posted over social networks - questions or enquiries should be sent to marketing@cornishmutual.co.uk

Open and honest - We believe in an honest and open approach to business and will strive to ensure that all our posts are as complete and accurate as possible.

Errors - if We do discover that we've made a mistake or posted inaccurate information We will endeavour to correct it as soon as possible.

Confidentiality - We will not engage in any public conversations around information We believe to be confidential.

Disclosure - Our staff and/or suppliers will always disclose their name and title when engaging in public conversations.

Contact us

If You have any questions or comments you wish to share directly with Us please email marketing@cornishmutual.co.uk or call 01872 277151.

Reliance of information posted

Commentary, Contributions and other materials posted on Social Media for the purposes of engagement between You and Us are not intended to amount to advice on which reliance should be placed. We therefore disclaim all liability and responsibility arising from any reliance placed on such materials by You, or by anyone who may be informed of any of its contents.

Changes

Any of the material on Social Media sites may be out of date at any given time, and We are under no obligation to update such material.

Our Liability

The material displayed on Social Media Sites is provided without any guarantees, conditions or warranties as to its accuracy. To the extent permitted by law, We, other members of Our group of companies and third parties connected to us hereby expressly exclude:

  • All conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity.
  • Any liability for any direct, indirect or consequential loss or damage incurred by You in connection with your engagement with Us through Social Media or in connection with the use, inability to use, or results of the use of Social Media, any websites linked to it and any materials posted on it, including:
    • loss of income or revenue;
    • loss of business;
    • loss of profits or contracts;
    • loss of anticipated savings;
    • loss of data;
    • loss of goodwill;
    • wasted management or office time; and

whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable, provided that this condition shall not prevent claims for loss of or damage to Your tangible property or any other claims for direct financial loss that are not excluded by any of the categories set out above.

This does not affect our liability for death or personal injury arising from our negligence, nor our liability for fraudulent misrepresentation or misrepresentation as to a fundamental matter, nor any other liability which cannot be excluded or limited under applicable law.

Internal guidelines for staff on how social media processes should be dealt with

These are Our guidelines for staff and suppliers who engage with You through Social Media on our behalf. If You create or contribute to blogs, social networks or any other kind of Social Media then You need to be able to understand and follow these guidelines. They will continue to evolve as new technologies develop so please ensure you keep up to date.

Our principle approaches to Social Media are as follows:

Do:

  • Talk about Our areas of expertise offering Our unique perspective on what's going on in insurance and the rural community.
  • Post purposeful, respectful comments-in other words, no spam and no remarks that are off-topic or offensive.
  • Always think before posting if You are concerned about an aspect of your post discuss it with a colleague first.
  • Acknowledge or reply to comments in a timely manner, when a response is appropriate.
  • Respect proprietary information and content, and confidentiality.
  • When disagreeing with others' opinions, keep it appropriate and polite.
  • Know and follow Our privacy policy.

Our Guidelines

Be transparent - Your honesty-or dishonesty-will be quickly noticed in the Social Media environment. If You are blogging about Us or your work for Us, use your real name and give your position in the company. If We have a vested interest in what you are discussing make sure you are the first to point it out. Don't forget it is still important to keep confidentiality around company information and content.

Be judicious - ensure that all statements are fair, clear and not misleading and that they can be substantiated and approved. Ask permission before publishing internal reports or conversations. Never comment on anything related to legal matters without prior approval.

If you want to write about the competition, make sure you know what you are talking about and that you have the appropriate permission. Never criticise or knock the competition. Also be smart about protecting yourself, your privacy, and Our confidential information. What you publish is widely accessible and will be around for a long time, so consider the content carefully.

Write what you know - ensure that what You write and post is relevant to Our areas of expertise in insurance and the rural community. Always ensure that someone with the relevant expertise within Cornish Mutual has approved the post you are making.

Perception is reality - in online social networks, the lines between public and private, personal and professional are blurred. Remember Our behaviours in particular being proud to be Cornish Mutual and ensure that all content associated with you is consistent with Our values and standards.

Style of communication - when writing a post use a conversational style and ensure Your language is honest and straightforward.

Your Responsibility: What You write is ultimately your responsibility. Participation in Social Media on Our behalf is not a right but an opportunity, so please treat it seriously and with respect. Please also follow the terms and conditions for any third-party sites. Failure to adhere to these guidelines could put Your participation at risk.

Did you make a mistake? If You make a mistake, admit it. Be upfront and be quick with your correction. If You're posting to a blog, you may choose to modify an earlier post-just make it clear that you have done so.

Check what you're about to publish - always double check Your work and if you have any concerns about what you are about to publish stop and discuss it with your line manager.

Guidelines for Our staff who engage in Social Media outside of work

We would like to remind all staff who are engaged in non-work activities using communications over Social Media that the normal Terms of security and confidentiality apply.

Should you post any information that is confidential to Us or personal data, behave in a manner that is detrimental to Our brand, criticise other staff or Us, post activities like You're taking a sickie or post disparaging remarks about colleagues the same disciplinary procedures will apply as if this behaviour had been noted elsewhere.

Use of the Social Media by minors

Engagement with Us through Social Media by a minor is subject to the consent of their parent or guardian. We advise parents who permit their children to engage with Us through Social Media that it is important that they communicate with their children about their safety online. Minors who engage with Us through Social Media should be made aware of the potential risks to them and of their obligation to comply with these Policies and Guidelines when making a Contribution.

Changes to these Policies and Guidelines

We may revise these Policies and Guidelines at any time. You are expected to check this page from time to time to take notice of any changes we make.