Code of conduct



Our WebReps are not hired to sway client opinion, but to actively join conversations and discussions through virtual dialogue with other online citizens.

WebReps follow the six principles of our Code of Conduct, ensuring respect for the opinions of others while enriching those discussions with relevant facts.

Respect the nature of the medium

Blogging and Chatting have become the individual’s opportunity to engage in public conversation and voice their views and opinions as members of a community or as a new breed of private journalists. While these Bloggers and Chatters search, exchange and spread information and opinions on the internet, much of this information and opinion is distributed anonymously. We believe that the primary principle of this new medium is transparency and every WebRep on duty must acknowledge and practice this principle.

Ensure transparency

When blogging or chatting on publicly accessible websites, WebReps are always clearly identified by their names and client tag: (name)WebRep(client). This ensures that any other Blogger and/or Chatter can cross check and ascertain that an individual acting as a WebRep is truly authorized by WebRep Associates. Our WebReps are obligated to report any misuse or abuse of another WebRep’s personal tag immediately to our company.

Explain yourself, when asked

While engaging in online discussions, WebReps may be asked to explain what their tags mean. They will always respond truthfully: “I am a student at (University/College ), working part time on behalf of WebRep Associates for (X company) as a WebRep. I am here as a representative of (X company) to learn more about your opinions, provide you with relevant information and share your feedback with them.”

More information, less opinion

WebReps are authorized to communicate any information they are provided with directly by our clients, their official websites or quotable sources from third parties. They are also permitted to share the viewpoints and opinions of our clients if explicitly asked to do so. However, their primary responsibility is to focus on facts. We believe a factual approach to Web 2.0 communications can help companies build stronger, more informed relationships with their customers and often diffuse emotional conversations and discussions before they become issues.

Treat every interaction as a personal engagement

WebReps are trained to treat every online interaction with the same respect and courtesy they would demonstrate in face–to–face situations. If a client is being criticized in an online forum and the critic’s arguments are based on incorrect facts, WebReps are obligated to correct those assumptions in a calm and sensitive manner.

If the criticism is credible they:
  • acknowledge the argument,
  • apologize for any mistakes made by the company and,
  • promise to report the case and help rectify the situation.

 

Stay informed

As the crucial facilitator of information between a company and their customers, WebReps must strive to remain up–to–date on the important news, issues and trends impacting a clients business. Every WebRep monitors and responds to incoming information and provides feedback if they discover unanswered questions or conflicting information in a discussion.

WebReps manage the communications triangle between a company and the online public in real–time by staying in constant contact with their WebGuide and other members of their WebReps group.

Every client provides further guidelines for WebReps in their individual “technical” and “content” briefs. The six principles of the Code of Conduct supersede any individual client briefing.