How Do You Measure Your Customer Service?

Your customer service team is the face of your business. Yet, measuring the effectiveness of your customer service and how it fits into the the overall customer experience can be tricky. This is due to the fact that it is a very subjective variable based on your customers’ expectations and the impressions your business is making in order to meet those expectations.

Though customer service may be a bit abstract, there are still ways to measure it. The following are seven factors that, when taken together, will give you a pretty good idea of how effective your business’ customer service is.

1. Customer Satisfaction. If you want to measure the effectiveness of your business’ customer service, then the first place to start is with your customers themselves. You can do this by conducting customer satisfaction surveys. One thing in particular that you want to pay attention to is your customers’ level of satisfaction over time. Does it trend up or does it tend to trend down? Depending on what you find, you may have vital information on why your customers choose to either stay or leave your business.

2. Customer Retention. And that brings us to the next important factor: customer retention. If your customer service is doing a good job, then chances are your overall customer experience is pretty good as well. Customers who are happy with the service they are getting will be much more likely to stick around and continue to patronize your business.

3. Rate of Referrals. When your customers are happy with their experience, then they will be likely to recommend your business to their family, friends, neighbors, and peers. So, another factor to consider is the rate of people who are actively recommending your business to others.

4. Sales Conversion. When your customer service team communicates with a customer, what happens next? Do they to make a purchase or do they take some other desirable action? If not, then determine when during the communication process are your customers slipping away.

5. Resolution Time. Another variable to consider is the time it takes your customer service team to respond to customer inquiries and resolve any issues. These days, your customers may be expecting extremely fast turn around times- meaning they want to hear from you within a few hours. A good rule of thumb is that no more then 24 hours should go by without the your customers getting some kind of response from your customer service team.

6. Rate of Resolved Issues. How many questions and complaints get satisfactorily resolved? If your customer service team is able to solve them quickly and your customers are walking away from the experience feeling satisfied with the actions that were taken, then this is a good sign that you are providing effective customer service.

7. Number of Complaints. You certainly can’t please everyone, and your business is bound to generate some customer complaints along the way. But if you see that your business is receiving an unusually large number of complaints, or the number of complaints has been increasing without an overall increase in customer growth, then this could be hinting to a fundamental problem.

If your business keeps track of all of these factors, you will get a pretty good sense of how effective your customer service is. This information will also help you to pinpoint those areas that may need improvement and ultimately allow you to provide the best customer experience possible.

What Successful People Do That You Aren’t

Ever wonder why success isn’t beating down your door? Don’t just chalk it up to bad luck. Even if it seems that some individuals may have been dealt an amazing hand in life, the truth is the vast majority of successful people became that way because they wanted it, worked for it, and throughout it all, kept their eyes on the ball.

10 Keys to successSo,what are they doing differently? What’s the secret to being successful in business and in life? Here are 10 things that successful people do that most others overlook:

1. They get up early and make the most of the morning quiet. All you night owls out there, listen up! Most successful people use the wee hours of the morning to exercise, focus on their most important projects, and set their agenda for the rest of the day or week. That is when their minds are the freshest and there is less risk of being interrupted. They also make sure to eat a healthy breakfast. If mornings are particularly hard for you, though, then there are several things that you can do to at least make your day start a bit earlier. If not, then tune into your body to see where your energy is the highest, whether it’s in the late mornings, afternoons, or evenings, and then do what you can get to create an uninterrupted work environment.

2. They choose a work environment that energizes them. While we’re on the topic of work environment, one of the most essential aspects of working productively is how conducive your surroundings are to getting work done. For some people, this may mean having a clean and quiet work space, for others a window with a nice view, still others may prefer to work in a busy, collaborative space surrounded by other people working on their own projects. Again, you have to be in tune with your own rhymes and rhythms to see what gives you the biggest boost.

3. They spend time on meditation and visualization. You don’t have to get into the lotus position to take advantage of meditation. Meditation really just means focus- an inward focus on yourself, your goals, and your place in the world. And, when mediation is combined with visualization it is a tremendously powerful tool you can use to both keep yourself focused on what you want to accomplish and to help you see the steps that are needed to get you there. The most productive times to do meditation are for a few minutes first thing in the morning as well as right before going to sleep at night. But, if you are struggling with it, then here are some fun tips.

4. They spend quality time with family and friends. Successful people know how to set boundaries for themselves in order to preserve their energy, time, and space. This includes ensuring that there is adequate time for loved ones. Not only will this make you feel more balanced and energized, but your friends and family will be more likely to be supportive of what you do as well.

5. They go outside of their comfort zones. Successful people constantly push themselves to acquire new skills and competencies even under difficult circumstances. When they have issues that get in the way, such as fear or real deficiencies, they look for ways to work around them. For example, an introverted person could look for ways to use his or her nature to get further in life- even in a world that favors extroverts.

6. They learn by doing. Successful people spend more time implementing the ideas and knowledge they already have till they achieve a sufficient amount of mastery and less time gaining new knowledge.

7. They look for inspiration. Successful people have a role model that they study. They will often not spend their energy trying to reinvent the wheel. Instead, they’ll also consider what is already working and then adapt, expand, or improve on those ideas.

8. They track their progress… the old fashioned way. Successful people set goals that are specific, measurable, and attainable, and they take the time to reflect and learn from their mistakes. Writing things down is key. This means using an old fashioned notebook. Eminem keeps a journal. Peyton Manning keeps a journal. Richard Branson uses one too. There’s just something about writing things down, the physical act that creates a physical thing that is not so easily lost among all the other bits of digital data, reminders, and metrics.

9. They spend time with the right people. Successful people associate with people who are likeminded, focused, and supportive. They reach out to connected, influential individuals who are right for their dreams and goals.

10. They know how to handle failure. This is one of the biggest factors to success. High achievers aren’t perfect. In fact, many of the most successful people faced an extraordinary amount of setbacks along the way. The key was knowing how to either turn those set backs into opportunities or know when to cut their loses and move on.

In short, real success is about real work and focus. There is no way around it. So, are willing to do what it takes to be successful? If the answer is yes, then you’re already well on your way.

How to Prepare for Your Next Business Conference

As the summer approaches, major conference events will start cropping up everywhere. Conferences can be as productive and fun as they can be overwhelming and draining. The investment of time, energy, and money required to go to a conference, makes it all the more vital that the experience be rewarding.

conferenceOne of the best ways to help ensure that you get the most out of attending a conference is to go into the event prepared. Here are five tips to help you get there:

1. Make a list of all the key people you would like to meet. Do some research before event and find out who is going and which of these people you would like to connect with. Even if you don’t have such a list, you should spend some time thinking about the kinds of people you would like to meet and why.

2. Create a plan for exchanging contact information. Don’t just quickly print out some business cards and assume that the other people will do the same. Think through how you plan on exchanging contact information. This is even more important if you have a hard time remembering people’s names and details. Aside from business cards, you could connect via LinkedIn or exchange email. You could have Evernote ready to jot down a few notes about who this person is, what he/she does, and other interesting facts or information.

3. Plan to attend formal and informal social events. Most conferences have some social events and mixers baked into their schedules. See which ones speak to you and decide which ones you would like to attend. Additionally, keep your eyes and ears open for informal get-togethers among conference attendees. You could try to create one yourself, by say, sending out a Tweet with a hashtag branded for the conference asking if anyone is interested in joining you for coffee or beers.

4. Plan some down time for after the conference. This is particularly important if you are introverted. You will need anywhere from 1 to 3 days to process the experience. But, even if you are extroverted, simply attending a conference is going to throw you off-schedule

5. Create a follow-up plan. Many conference attendees make the mistake of following up with new connections right away after the event has ended. Likely, they are motivated either by the fear that they or their new connection will forget about their interaction, or they believe that it shows an extra willingness to move the relationship along. The truth is, however, it’s probably best to wait anywhere from 1 to 2 weeks after the conference before trying to reach out. This gives both you and the other person some time to settle back into a schedule and normal routine, thus giving you a better mindset to take things to the next level.

Now over to you… What things do you do to get ready for your business conferences?

Motivating Employees in Your Small Business

Now that the holidays have come and gone, it’s time to get back to work and start focusing on the new year’s challenges and opportunities. One such challenge (and opportunity) that you may be facing as a small business owner is how you will keep your employees motivated and putting in an above average performance throughout the year- especially if you can not afford to throw a generous benefits package their way.

teamwork-concept-1382435-mMany businesses, big and small, get employee motivation wrong, putting emphasis and money into unproductive areas. But, you can avoid this by keeping in the mind the following five factors:

1. Hire the right people. Having motivated employees really starts here. While skills and experience are certainly important, you want to be as certain as you can be that this person has the personality and passions necessary to work in your business. Keep in mind that you are really trying to build a team. If someone really isn’t a good fit for your business, even if he or she has a resume full of amazing qualifications, then let this person go. It’s not worth it. Even the time and money-consuming task of having to recruit and hire a new person, is a small price to pay to get the right team working for you.

2. Create a clear and compelling vision. But the right team by itself won’t be enough. You need to rally them around a clear and compelling purpose and mission. When everyone is unified around a common goal, big things happen.

3. Give your employees some space. The more authority, wiggle room, and autonomy you can comfortably give your employees, the better. The more they are allowed to make the decisions and take the actions that are needed to get the job done in the best way, the more you will see them rise to the occasion.

4. Provide opportunities for advancement. Static jobs and roles are not only boring, but they are unfulfilling as well. Give your employees opportunities to advance themselves, their skills, and their careers through cross training, continuing educational opportunities, coaching, and feedback. They will be both more well-rounded and more motivated to do their jobs.

5. Randomly recognize achievement. There is a big difference between rewards versus recognition when it comes to motivating your employees. The problem with sticking to a rewards program is that the goal becomes getting the reward itself, while the bigger picture of doing a good job gets lost. A better strategy is the randomly recognize and reward outstanding performance. This keeps your employees focused where it counts while offering come recognition of their efforts.

In short, motivating the employees in your small business is not just about money and rewards. There are a bunch of other factors that can make all the difference between employee motivation being an opportunity instead of a challenge.

4 Simple Ways to Increase Your Online Shopping Cart Conversions

If you are selling products online, then one of the biggest challenges you’ll face is not just getting visitors to your site, it’s how to get those visitors to complete a sale- especially if they have actually added items to their shopping cart.

cartAccording to the web research company, Baymard Institute, an average of 67.75% of all online shopping carts are abandoned before a sale is made. While that may seem like a pretty overwhelming statistic, the truth is there are many things that online store owners can do to improve conversions and ultimately increase sales. But, this takes some understanding of why people are abandoning ship in the first place.

That said, here are 4 easy ways you can really change the purchasing dynamic at your online store:

1. Make all costs associated with the purchase visible and clear from the beginning. Several studies point to the fact that the biggest reason people abandon their shopping carts is due to unanticipated or overly high expenses for things like shipping, taxes, and other fees. For this reason, it definitely pays to make all these expenses very clear to the potential buyer from the start.

Also, you should try to understand which of the the expenses are putting people off and why. Free shipping, for example, is a very common “service” that many online buyers are beginning to expect. Where this is not feasible, you may want to try some workarounds, such as offering free shipping once a certain purchasing threshold has been reached.

2. Look for ways to re-target shopping cart abondoners. Many online merchants don’t realize that 99% of first time visitors will not buy on the first visit. However, 75% of those people who abandon their carts are doing so with the intention to buy later on. Not only that, but 72% of those who abandoned their cart will buy within the first 12 to 24 hours. To capture the attention of these potential buyers, you can run a series of remarketing campaigns via Google Adwords. If you have their email addresses, then you could even run an email campaign encouraging them to return and complete the sale.

3. Emphasize the unique qualities and features of buying from your store. If you can’t compete on price for the products you sell, then make sure you emphasize any other perks or unique selling points, such as free return shipping and live support, that make buying from your store appealing. Not only should these features be prominently displayed on your site and marketing materials, but you should also make sure they are emphasized in your retargeting efforts.

4. Make it easy to complete the purchase. Many potential buyers are turned off by the “obstacles” that stand in the way of making a purchase. This includes things like: having to open an account to make the purchase, having extremely limited payment options, having to fill in many fields of information, and having poor site and shopping cart navigation.

In short, increasing shopping cart conversions is not rocket science. If you are selling quality products and your site is relatively easy-to-navigate and your prices are reasonable given the overall value that customers are receiving, then a few simple tweaks can really make all the difference to your conversions and the overall buying experience.

Why You May Want to Think Twice About Working Over 40 Hours Per Week

If you are running your own small business, it can frequently feel like there are just not enough hours in the week. After all, we’ve got many hats to wear, many tasks to accomplish, and limited resources to do it all. Thus, it’s little surprise that the title “small business owner” so often finds itself in the same sentence as “chronically over-worked.”

stressedBut, if you are constantly clocking in over 40 hours a week, then you may want to rethink your workload. Several studies point to the fact that consistently working more than 40 hours a week is just unproductive.

I recently stumbled upon an interesting post over at that does a beautiful job of explaining the background behind the tried and true 40 hour work week as well as what has happened in recent years to glorify over-working and ultimately create the perception that more hours equal more productivity. There are a lot of good points in this post, and it’s definitely worth a read.

But, it still leaves small business owners and entrepreneurs with the problem of trying to get everything done in a limited amount of time. Because, let’s be honest here, even with all the nifty technology and tools that are supposed to make our work lives easier, our to-do lists just keep getting bigger and bigger.

Is there any hope?

I think there is. But, there are some tweaks to be made to your work schedule, and though they may seem small, they can really make all the difference.

Get the mindset right. First things first. If you really want to put some real balance back into your life, then you have to recognize the true value of having it- not only in terms of your personal life, but also in terms of your productivity within your business. If you want to accomplish more and do it better, then you have to be running on a full tank of gas, otherwise you’ll just stall out. Once you’ve accepted balance as a priority, you can move forward.

Only go over 40 hours a week in short bursts. One of the findings pointed out in the article mentioned above, is that working over-time for short periods, such as two or three weeks, can and does help to boost productivity. Work levels start to fall in incremental levels, however, as this OT becomes chronic. The take away here is that when you are working on your business, you should try to organize the work or project load in such a way that you are not steaming ahead the whole time. There should be deliberate peaks and valleys in your work cycle.

Take on temporary help. In order to smooth out your productivity without having to strain your personal schedule, one strategy is to bring in temporary help for very defined tasks. You can do this by creating micro-jobs within your business or by temporary hiring a freelance worker.

Bribe yourself. If you happen to be a workaholic, then you need to create situations that will practically force you to take a break from your hectic schedule. If you allow yourself to put in a ton of hours one week, for example, then do it on the condition that the following week you’re going to take off time to spend with family and friends. And, don’t trust yourself to keep to your promises, either. Get others involved to help you stay true to your personal commitments. You’ll be happier… and so will they.

In short, though today there’s a kind of glorification on over-working, it’s an extremely unhealthy way to work or live. By making a few, simple changes to the way you organize your time and to what you make a priority, you can bring back some much needed balance.

10 Good Online Groups and Communities for Small Business Owners

Knowing where to turn to for advice and support in your business, can really make all the difference between success and failure. I know that may sound a bit strong if you are looking at this statement from the outside. But as small business owners, we see our fair share of ups and downs, questions, set-backs, and high learning curves. It’s the stuff that scares many aspiring entrepreneurs away. The minute they stick their toes in the water and it feels a bit chilly, they’re out in a flash.

In order to maintain some sense of balance, as small business owners, we need a place to ask questions, receive support, and get some much-needed feedback.

teamwork-1-1254520-mIronically, though the Internet is seen as a super connector, bringing individuals together across tremendous physical and cultural divides, it can sure feel lonely if you don’t know where to put yourself. There are all these conversations going on, yet it may be hard to find them or even know where to jump in once you do.

That said, the following are some great online groups and communities for small business owners to check out:

LinkedIn Groups

Many business owners may have some vague idea that Linkedin is a place where business connections happen, but they may not realize the full potential of LinkedIn for business knowledge, support, and advice. This is where LinkedIn Groups comes in. While there are many great groups to choose from, the following three provide a consistent flow of quality posts and discussion:

Small Business Accelerator– This is a great networking and information sharing group for entrepreneurs. You have to apply to join.

Small Business Online Community– An engaged online group for small business owners. Like the group above, you have to apply to join this group.

Social Media Marketing Networking Club– This group originally got it’s start on Social Media Examiner and has since moved over to LinkedIn. It’s one of the best LinkedIn groups there is for small business owners and has a very helpful, supportive community.

Google+ Groups

Google groups are a relatively recent addition to Google’s G+ social network. But, they are all abuzz if you know where to look. Here are my top three picks for small business owners:

Building a Company– Content and discussions around the nitty-gritty of building a business.

Entrepreneurs, Self-Employed, and Small Business– An active community for new and upcoming small business owners

Social Media Strategy– Active discussion on social media for small businesses and non-profits

Notable Forums

Compared to the fast-paced flow of information and constant changes that have come to characterize social media, forums may seem like an old school tactic that has past its time. Not so! There are plenty of vibrant forums to turn to for advice and support. Here are my two top picks:

Open Forum– This well-known online community and forum is hosted by American Express. Ask and receive advice and keep up to date on the latest in small business news.

Small Business Brief– This forum has been around for a few years, and it still supports an active community

Business Blogs and Social Bookmarking

We can’t leave out business blogging communities and social bookmarking sites from this list. Many niche sites have an active and helpful following. The two best in my opinion are:

Firepole Marketing– “Marketing that works!” This blog has a very active, loyal, and cohesive following. It definitely pays to spend some time there not only to absorb the insights, but to learn from and connect with the other readers.

BizSugar– This is a social bookmarking site for small business news run by the same people behind, and it supports a pretty active community.

Last, but not least, one other option that I didn’t mention above is Facebook groups. The reason I’m not including examples here is due to the fact that you’ll be better off finding a smallish group on Facebook that is specifically targeted to your niche or interest. There offer a lot of potential engagement, though, so it pays to search around for something relevant and not spammy.

Now it’s your turn. Where do you hang out online for inspiration, support, and advice?

The Traits of Successful Authority Business Bloggers

After Google started changing the search game a couple of years back, there’s been a lot of discussion about blogging “authority.” Now, plenty of people throw around the term indiscriminately. But what does being an authority within a given blogging niche look like? And, how do you get there with your business blog?

If you examine the most well-known A-list bloggers, you’ll find several traits and characteristics in common:

They communicate with authority. Just about any known authority blogger will agree that the biggest names out there are not necessarily the ones who know the most about their chosen niche. Part of what sets them apart from the rest is how they give over the knowledge and observations that they do have. Now, there is a paper-thin fine line between talking with authority and sounding like a know-it-all. To find that balance just keep this in mind: someone who is truly an authority in a particular subject won’t try so hard to get others to acknowledge it, and he or she will be open to further knowledge and understanding. Having a question, needing help, or even making a mistake won’t seem threatening.

They are connected to other authority bloggers. The top bloggers in any given niche know each other, work with each other, and promote each other’s work- even if they seem to have competing websites. Unless you are working in a hyper small niche, there is enough of an Internet traffic pie that you don’t have to worry about another site stealing your traffic. On the contrary, there is definitely strength in numbers, and you’ll frequently see top bloggers mentioning, promoting, working with, and in general supporting other top bloggers.

They have large follower numbers across channels. Take a look at the online social profiles of successful bloggers and you’ll no doubt see that they have an active presence on several different platforms and mediums and a pretty significant following in each. Now, obviously, what constitutes as “large” will really depend on your niche, so take that into consideration. Also, I suspect that many top bloggers hand over some of their social media maintenance to their hired staff or virtual assistants.

They have Klout. Put simply, it’s not just that people share your content, it’s also that those who share your content are influential in their own respects and have large followings themselves.

Their content is about relevant and timely issues. Top bloggers know their audience really well. They know what topics to discuss and how to discuss them. They also excel at content curation, using services such as and

They know where to promote their content, products, or services to get the biggest impact. The minute a successful authority blogger has a new product, service, or announcement to promote, he or she just sends out a few emails and instantly has recommendations and several links back to his or her site. This last trait is really a build up from all the points above, and it allows the blogger to instantly get targeted, quality traffic to his or her site.

In short, being an authority business blogger involves having the right mindset, realizing the importance of networking with other bloggers and being in touch with the needs and wants of your target audience. Understand this, and you’ll rise up in the ranks of blogging authority in no time flat.

10 Factors that Can Be Preventing Your Business from Growing

Even though most topics in business tend to be rather technical and dry, the truth is a business is a lot like a living organism. It’s why many organic terms, such as growth, development, and maturity have found their way into the business vocabulary. An implicit aspect of the organic business model is that you have to make sure that your business gets what it needs to survive and thrive or else it will just whither away.

But, how can you tell if your business is being nurtured enough? Here are 10 factors to be on the lookout for that can quickly stunt the growth and development of your business:

1. You’re too focused on short-term gain. At their core, many of the factors below really can be traced back to a lack of long range foresight. Business owners end up eying instant payouts and in the process compromise on their long term gain. Sometimes this happens because the owners are too financially dependent on their business’ performance; other times owners just aren’t considering the long-term ramifications of the decisions (or lack of decisiveness) they are making today.

2. You have no or limited access to outside financing. If you don’t have ready access to funds- whether it’s a line of credit, a business loan, or even a pool of your personal financial resources- then you will have any extremely hard time growing and developing your business. You won’t have the capital needed to cover a cash shortfall and you won’t have the money to invest in necessary equipment, supplies, and even additional workers.

3. You’re not investing enough in your employees. Your employees make your business go round. If your employee satisfaction is at an all-time low, then it will hold your business back in several ways: your employees will be less productive, they’ll be less likely to offer their ideas about how to do things better and they will in general take less initiative on the job; their dissatisfaction will also effectively push customers away.

4. You’re not investing enough in your equipment and furnishings. Your physical assets, such as equipment and furniture, will eventually, become outdated, obsolete, or just plain too old to be put into service. If you don’t make a sufficient effort to revamp or replace those assets that have gone past their prime, then you may be exposing your business to an assortment of added expenses, such as repair costs, down time and lost productivity.

5. You’re not paying enough attention to the competition. There are two main reasons why you will be missing out by not looking at what your competitors are doing: looking at the strengths and weaknesses of these companies and how this is effecting their performance can give you vital information about your target market’s preferences; you can also use the information you get about your competition to help you differentiate your products and services from those of your competitors.

6. You aren’t cultivating customer feedback. If you aren’t actively trying to get your customers to tell you how they are feeling about your business as well as what the overall customer experience is like, then you are missing out on a golden opportunity to improve your business and strengthen customer engagement and loyalty.

7. You aren’t delegating enough. If you want your business to grow then that automatically includes bringing in other people to help you run your operations. These people will take care of the tasks that you have neither the time, interest, nor the expertise to complete. There are several ways to delegate jobs: You can give your current employees more autonomy and input; you can hire additional workers to complete certain roles: you can hire contractual workers for specific jobs.

8. You aren’t reaching out to other businesses and professionals. Similar to the factor mentioned above, if you are not actively perusing a bit of synergy with other business and/ professionals, then you may be missing out on countless, amazing opportunities to expand your reach ( via co-promotion), reduce costs (via group purchasing), and increase your product or service offerings via some strategic partnership.

9. You are not paying enough attention to industry trends. The minute you take your eye off the road, you are susceptible to crashing. If you don’t have your eyes and earns trained on key market and industry trends, then you will be setting yourself up to miss the boat on significant industry shifts and leave a wide opening for competitors to gain valuable market share.

10. You have a negative attitude. Last, but certainly not least, your own attitude can hold your business back big time. It doesn’t matter how talented you are, if you are putting out negative vibes, if you are cynical, argumentative, and unyielding then rest assured your employees and customers will pick up on it and send that same negative energy right back at you. That is most definitely not the kind of environment that will foster your business’ growth and development.

15 Resources to Help You Create and Update a Social Media Policy for Your Business

As social media continues to evolve and expand, the business world has been hard pressed to keep up. Not only must businesses be concerned about what is appropriate for employees to post about their company within social networks, both at work and privately, but they also need to be mindful of a whole host of murky legal issues, such as how social media can be used to screen job applicants. Taken from a different angle, a business’ policies on social media usage can set clear guidelines that direct employees on how they can use social media to achieve business goals.

That said, if you are creating a social media policy in your business for the first time or you need to make a major overhaul on your existing policy, there are many resources online that can help you along the way. The following list are some of the best out there. Just make sure that you also consult with a qualified legal professional before you initiate any policies on social media usage in your business.

Sample Social Media Policies

Social Media Goverence

Social Media Policies Directory

Informative Articles on Social Media Policies from Around the Web

Social Media History Becomes a New Job Hurdle– New York Times

10 Tips for Creating a Social Media Policy for Your Business– Social Media Examiner

Legal Response to Newcomers’ Concerns in Launching Social Media Campaigns–

Tips for Updating Your Company’s Social Media Policy– Mashable

Acting General Counsel releases report on social media cases– National Labor Relations Board

How to Write a Social Media Policy– Inc

Does Your Social Media Policy Violate Federal Law?– Social Media Today

How to Develop a Social Media Policy–

Other Helpful Online Social Media Resources

Policy Tool Generator for Social Media

Disclosure Best Practices Toolkit

Collection of social media policy resources