SOCIAL MEDIA POLICY
Social Media Policy
Liber Hotel Osaka
Social Media Policy
Why we are adding this policy
As internet and cellphone usage have become mainstream and individual consumers can directly share their information with society, we at Liber Hotel (hereinafter “the Hotel”) provide a variety of business activities, including our brand and services, and we go beyond borders on a daily basis online through our blog, message board, social media, and X (formerly Twitter) to discuss a variety of topics.
In light of such conditions, we recognize that everyone involved with the Hotel is an ambassador charged with sharing about the value of our hotel brand and our charm, and they must understand how impactful discussing the hotel online is. When participating in such discussions, it is important to do so in an appropriate manner that takes the impact on our brand and business into consideration.
This policy was created as a guide to help everyone involved with the hotel (hereinafter referred to as “Employees”) deepen their understanding of our new platform for social media-based business marketing and communication-related activities, as well as to be a guide on how to actively share on social media about the hotel brand’s value and the positive impact it is having.
■ Basic policy for using social media as an individual
All Employees, regardless of their department or contract type, are required to understand the Core Ideals and Liber Hotel Osaka’s Commitment Regarding Social Media noted in this policy and observe the Social Media Usage by Employees and Related Companies rules.
Abiding by the Hotel’s business operation criterion, the work regulations for each partner company that Hotel staff and staff engaged in work at the Hotel are affiliated with, and other related laws and policies, as well as an understanding of the five basic values defined by the Hotel regarding social media activities and observing the four items required when participating in social media activities are required prerequisites for being active on social media, even for those participating at the individual level.
■ Basic policy for sharing about our brand or business on social media as a representative of Liber Hotel Osaka
To share on social media about the Hotel’s business activities and brand as a representative of the Hotel, one must take and pass the accredited training program made by the Hotel as a prerequisite, regardless of their department or employment contract type.Regarding posts made on each social media platform about the Hotel’s business activities and brand, only posts made through the Hotel’s official accounts and by Employees who have passed the accredited training program will be recognized as reflecting the Hotel’s official opinions. Our official accounts are managed by Hotel staff as well as staff from production companies and staff outsourced from agencies helping with the operation of our official accounts.
For more information, please see the Requirements for Being a Liber Hotel Osaka Social Media Manager section.
* Posts that could be mistaken as the Hotel’s official opinion regarding our business activities or brand should not be shared on accounts that are not officially recognized by the Hotel, regardless of whether they are from the perspective of an individual or a hotel representative.
* Each of the Hotel’s companies and partner companies involved in work at the Hotel are responsible for making sure their staff observe this policy.
1. Core Ideals
First, whether their activities are conducted online or offline, the Hotel’s Employees are asked to perform their duties in line with the values below as part of our vision to achieve sustainable growth.
This policy defines how we should apply the values above in the realm of social media and acts as a guide for how Employees should participate in social media activities as individuals and as representatives of the Hotel. When it comes to social media, we must keep in mind who we are (a marketing company) and what our role is (to grow our brand). Compared to traditional forms of media, social media makes it much faster, easier, and cheaper to develop and handle things, but the same basic rules and regulations that relate to messaging and communication for regular media also still apply.
The Hotel always encourages our Employees to enjoy holding discussions on, explore, and participate in social media, but for each Employee to participate, they must observe a number of rules, including the Hotel’s values and business operation policies, and we strongly ask them to act based on common sense.
2. Liber Hotel Osaka’s Commitment Regarding Social Media
The Hotel’s actions within the social media community are based on our core values. We expect all of our staff, including partner organizations such as agents, vendors, and suppliers, and all Hotel Employees regardless of their position to act in the same manner, and in cases where we perform investigations of an individual’s activities, we will take the appropriate measures.
■ The five basic values Liber Hotel Osaka holds regarding our social media activities
1. Guaranteeing transparency
We will not create fake pages or post messages to try to control the direction of conversations on social media. We will make it clear on all of the pages and fan sites managed by the hotel that they are managed by the Hotel. The permissions to track and check whether these pages are operating correctly or not will be given out appropriately based on our internal protocols. When we provide bloggers or users with items that include product samples, monetary prizes, services, or event invitations, we will ask them to note that fact on their blog and will check to see that they have done so.
2. Protecting consumers’ privacy
Personal information must be handled with the utmost care in all aspects, including collection and storage methods and usage. These aspects are all handled in line with our Privacy Policy and related laws.
3. Respecting the rights of third parties
We respect the rights of third parties in the realm of social media for copyrights, trademarks, and portrait rights, including for user-created content. Related investigations and checks will be handled as deemed appropriately by our interdepartmental team based on each user’s individual circumstances.
4. Liability when using technology
We are not affiliated in any way with organizations or sites that recommend using extra tracking software, adware, malware, or spyware.
5. Listening to and applying cases
We will take note of discussions held in online communities while also making sure this policy is in line with the latest related regulations and giving our utmost to see that the appropriate professional standards are being upheld.
3. Social Media Usage by Employees and Affiliated Companies
The Hotel recognizes that staff and Employees of the Hotel’s partner companies use blogs and other social media platforms for business-related projects and as a form of self expression. The key is that all of these partners fully understand the impact that their comments about the Hotel have when shared online, including on social media, and that they are aware that as a company, the Hotel must take the ultimate responsibility for their actions.
■ Expectations of all Liber Hotel Osaka and partner company staff when using social media
There is a big difference between speaking "on behalf of" our hotel and speaking "about" our hotel. The items listed below apply to all instances when anyone associated with our hotel, even in an individual capacity, participates in social media activities and refers to our brand and corporate activities.
1. Strict observance of policies, including those regarding the scope of business operations
All Employees must observe the business operation policies set forth by the Hotel, the business policies and privacy policies set forth by the partner companies with Hotel and other associated staff engaged in work at the Hotel, and any other stipulated related policies and laws.
2. Fulfilling our role as the protector of our brand value
With the overwhelming amount of information shared through social media, we need help from all of our related personnel to know what kinds of things are being said about the Hotel and our brand. If you notice important feedback about the Hotel’s brand or business online - positive or negative - please alert the Hotel’s Marketing Department and the social media manager from the Public Relations Department immediately, even if the comments are not directly related to your field of work.
3. Leaving the negative posts to the professionals instead of handling them ourselves
If you find inaccurate or harmful posts about the Hotel, please refrain from responding or arguing on your own. The only people who are allowed to participate in social media discussions as a Hotel representative are those who have received specialized training certification. If you notice a problematic post, please alert our Marketing Department and the social media manager from the Public Relations Department immediately.
4. Taking extra care when making work-related postsOne unique issue with posting on social media is the blurred line between commenting about business versus your personal life.The Hotel values our Employees being able to hold discussions freely, but please also remember that said content may also be viewed and forwarded by coworkers, bosses, and even business partners. This is why we have a zero-tolerance policy for posting classified business information, and why it is crucial for everyone to understand that publishing things that go against the Hotel’s official opinions or harm our profits may lead to discussions or speculations that damage our brand value.
4: Requirements for Being a Liber Hotel Osaka Social Media Manager
Just like with traditional mass media, you might get involved in or participate in online discussions that involve the Hotel or brand, and protecting and improving our business reputation and brand value becomes even more important.
As a manager certified by the Hotel, the following will be expected of you when you make social media posts as a representative of the Hotel.
1. Take and pass our prescribed training program
To make posts on the Hotel’s certified public accounts as an official representative of the Hotel, you must first finish and pass our stipulated training program. This prerequisite applies to Hotel staff as well as agencies that help with official account operations and personnel from production companies.
2. Make it clear that you represent Liber Hotel Osaka
Communicating as an official representative of the Hotel is limited to posts on the Hotel’s official public accounts. So our official accounts must clearly state that they are Liber Hotel Osaka’s official accounts.
3. Keep records
Online conversations happen in real time, which is why it is important to keep conversation logs when officially posting as a Hotel representative.
4. When in doubt, refrain from posting
When you post on social media as a Hotel representative, you as the manager must make sure to avoid ambiguous wording and that the content is accurate. If you are unsure of a post’s accuracy or if readers will have a positive reaction to it, refrain from posting. If you need help with a post, please talk with the Marketing Department or the social media manager from the Public Relations Department.
5. Do not infringe upon others’ rights
When using content from a third party, always include written credit in the post and check to make sure that you have permission to use said content.
6. Remember that local posts can have a global impact
One amazing aspect of social media is that it goes beyond borders, cultures, and races to connect the world, but what might be considered an accurate comment in one country could be seen as incorrect or even illegal in another. Which is why we must remember that our comments can have a global impact.
7. Recognize the permanence of the Internet.
Once information is posted online, it may remain as a permanent record even if it is later deleted. If you are unable to properly express your beliefs and opinions in context due to character limits or other environmental restrictions, please respond by posting a link to a place where you can find a correct statement.
Revised April 2024
【参考:リーベルホテル大阪公認ソーシャルメディアアカウント⼀覧】
ソーシャルメディアでの当ホテルの公認アカウント及び公式な活動⼀覧
（※2018 年 7 ⽉現在）
■ Instagram
－リーベルホテル大阪公式アカウント
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－リーベルホテル大阪公式アカウント
https://twitter.com/LIBER_HOTEL