Employee Use & Abuse of Social Media

By Kathleen Pohlid Founder & Managing Member, Pohlid, PLLC | January 29, 2012

Best hotel in the city most luxurious accommodations & great service!

My hotel is making me work long hours and my boss is full of crap!

If a member of your hotel staff made the first posting to a social media site lauding your hotel establishment to the public could this pose a concern for management?

Or, with respect to the second posting to a social media site, will management run afoul of any laws for disciplining or terminating the employee for making disparaging remarks against their employer?

These examples typify some of the unique and emerging issues facing employers with respect to social media and the workplace. With social media sites such as Facebook reaching more than 800 million active users, more than 350 million of them accessing their accounts using mobile devices, employees have greater means than ever to communicate matters relating to their employment to the public. This poses several legal concerns to employers.

NLRA & Social Media

Hotel Newswire Headlines Feed  

Jason Brown
Sheetal Singh
Emily Venugopal
Tim Peter
Johan Terve
Laurie Friedman
Joyce Gioia
Renu Hanegreefs-Snehi
Carlo Cisco
Andy Ellicott
Coming up in February 2018...

Social Media: Engagement is Key

There are currently 2.3 billion active users of social media networks and savvy hotel operators have incorporated social media into their marketing mix. There are a few Goliath channels on which one must have a presence (Facebook & Twitter) but there are also several newer upstart channels (Instagram, Snapchat &WeChat, for example) that merit consideration. With its 1.86 billion users, Facebook is a dominant platform where operators can drive brand awareness, facilitate bookings, offer incentives and collect sought-after reviews. Twitter's 284 million users generate 500 million tweets per day, and operators can use its platform for lead generation, building loyalty, and guest interaction. Instagram was originally a small photo-sharing site but it has blown up into a massive photo and video channel. The site can be used to post photos of the hotel property, as well as creating Instagram Stories - personal videos that disappear from the channel after 24 hours. In this regard, Instagram and Snapchat are now in direct competition. WeChat is a Chinese company whose aim is to be the App for Everything - instant messaging, social media, shopping and payment services - all in a single platform. In addition to these channels, blogging continues to be a popular method to establish leadership, enhance reputations, and engage with customers in a direct and personal way. The key to effective use of all social media is to find out where your customers are and then, to the fullest extent possible, engage with them on a personal level. This engagement is what creates a personal connection and sustains brand loyalty. The February Hotel Business Review will explore these issues and examine how some hotels are successfully integrating social media into their operations.