One aspect of the policy that caught my eye was the focus on being humble. They said in the guidelines, “Our number-one goal is to offer each customer great service, but we’re certainly not perfect and we do make mistakes. Let’s stay focused on working to deliver great service instead of bragging about it.” I think that this is a very interesting point to mention because it shows how they want their customers to view them and that view is to be humble.
Another interesting point they make is they encourage their employees to use social media for Nordstrom, and to search for new opportunities to reach customers. I think that this shows that they are focusing on the innovation and the future of social media, and not just copying the platforms that other stores use to engage with customers.
Most of the language that is used is professional, but some of it is not. They use the word “cool” in a section regarding caution online. With the importance of the content of being cautious, this does not seem as professional to me as it could be. Maybe they are trying to be more relaxed because these guidelines are for social media and not as important as something else. I would think a company with the brand image and as well-known as Nordstrom would make sure that all policies are professional and consistent with the brand image.
Overall, I think that it is a policy that gets the point across about how important social media is for the organization. The only thing that I think needs to be changed is the professional use of language that is used with consistency with their brand image. Just because social media may not be the most important aspect of the company, they still need to show to their employees what it means to be associated with Nordstrom’s and the consistency of the brand image that is held by employees and customers.
Having a social media policy is essential for any company because it lays out how important social media is for a business. Companies need to utilize social media platforms, and sometimes people can be careless with their words and actions. Just like a crisis in traditional forms of media, one comment or post on social media that is insensitive could cause a larger crisis and depletion of equity with consumers if not handled correctly. A social media policy allows protection for not only the business, but for employees and customers as well.