Social Media & IT Acceptable Use Policy
Last reviewed:
The Healing Hubs uses social media and digital technology to communicate with our community, raise awareness of our work, and support our operations. This policy sets out the standards we expect from all staff and volunteers when using social media, IT systems, and digital communications — whether on behalf of The Healing Hubs or in a personal capacity where our work may be affected.
1. Scope
This policy applies to all trustees, staff, and volunteers of The Healing Hubs.
It covers all use of social media platforms (including Facebook, Instagram, X/Twitter, LinkedIn, TikTok, YouTube, and any other platform), email, messaging apps, and any other digital communication tools — whether using Healing Hubs equipment or personal devices.
2. Official Healing Hubs social media
Only authorised staff may post on behalf of The Healing Hubs on our official social media accounts. Authorised posters are the Messaging trustees and the Team Managers.
All content posted on official channels must be approved in advance and must reflect our values, tone of voice, and brand guidelines.
Content must not include images of service users, volunteers, or staff without their explicit written consent (see our Photography, Filming & Consent Policy).
Any complaints, negative comments, or sensitive enquiries received via social media must be escalated to the Team Manager immediately and must not be responded to without authorisation.
3. Personal use of social media
Staff and volunteers are free to use social media in a personal capacity, but must not:
Post anything that could bring The Healing Hubs into disrepute or damage our reputation.
Share confidential information about service users, colleagues, or the organisation.
Identify themselves as a Healing Hubs representative when expressing personal opinions.
Connect with or follow service users on personal social media accounts.
Post images or information about service users, events, or activities without explicit consent.
Make comments that could be considered discriminatory, offensive, or harassing.
4. Confidentiality and data protection
Staff and volunteers must never share personal data about service users, colleagues, or the organisation via social media or personal messaging apps.
All digital communications involving personal data must use approved, secure channels.
Any breach of confidentiality via social media or digital communications will be treated as a serious disciplinary matter.
5. IT systems and equipment
Healing Hubs IT systems and equipment must be used primarily for work purposes.
Staff and volunteers must not install unauthorised software, access inappropriate websites, or use Healing Hubs systems for personal commercial activity.
Passwords must be kept secure and must not be shared with others.
Any suspected security breach, loss of equipment, or unauthorised access must be reported to the Team Manager immediately.
6. Email and messaging
All email and messaging communications sent on behalf of The Healing Hubs must be professional, accurate, and in keeping with our values.
Staff and volunteers must not use personal email accounts to conduct Healing Hubs business involving personal data.
Bulk emails to service users or supporters must be approved by the Team Manager before sending.
7. Monitoring
The Healing Hubs reserves the right to monitor the use of its IT systems and official social media accounts.
Where there is a reasonable belief that this policy has been breached, the organisation may also review publicly available personal social media content.
8. Consequences of breach
Any breach of this policy will be treated as a serious disciplinary matter and may result in dismissal or termination of a volunteer's role.
Breaches involving personal data may also be reported to the Information Commissioner's Office (ICO).
9. Review
This policy will be reviewed annually or following any significant change in the social media landscape or relevant legislation.