SECTION 9: SOCIAL MEDIA POLICY

I. Purpose

Social media is a powerful tool for communication, marketing, and client engagement. However, it also carries potential risks that can impact AVCI’s reputation, patient confidentiality, and compliance with professional and legal standards.
This policy sets clear guidelines on the responsible use of social media, outlining expectations for both corporate and personal use, ensuring compliance with the Labor Code of the Philippines, Republic Act No. 10173 (Data Privacy Act of 2012), Republic Act No. 9268 (Philippine Veterinary Medicine Act of 2004), and Republic Act No. 11313 (Safe Spaces Act).

This policy aims to:
1. Define AVCI’s expectations for professional and responsible social media use.
2. Establish guidelines for employees managing AVCI’s official social media accounts.
3. Prevent misuse of personal social media that could negatively impact AVCI or violate legal protections.
4. Outline disciplinary measures for violations of this policy.

II. Scope

This policy applies to all AVCI employees, including veterinarians, veterinary technicians, assistants, receptionists, administrative staff, paid interns, volunteers, contractors, and part-time or full-time employees.

Social media includes, but is not limited to:
• Social networking sites (Facebook, Twitter, LinkedIn, Instagram, TikTok)
• Messaging apps (Viber, WhatsApp, Messenger, Telegram, Threads)
• Content-sharing platforms (YouTube, TikTok, Reddit, Medium, forums, blogs, vlogs, podcasts)
• Review websites (Google Reviews, Yelp, Trustpilot, Pet Service Review Platforms)
• Any platform where employees can post, share, comment, or engage with an online audience.

III. Corporate Use of Social Media

A. Responsibilities of Employees Managing Official AVCI Social Media

Employees who post, comment, or manage AVCI’s official social media accounts must:
1. Represent AVCI professionally and accurately.
2. Follow company branding, marketing, and communication standards.
3. Uphold AVCI’s core values, professional ethics, and patient confidentiality.
4. Respond to comments, inquiries, and concerns promptly and respectfully.
5. Correct or delete misleading, incorrect, or harmful content.
6. Adhere to AVCI’s confidentiality policy and the Data Privacy Act (RA 10173).
7. Avoid discriminatory, offensive, or misleading content.

📌 Only authorized personnel (Social Media Manager, Marketing Manager, or designated veterinary representatives) may post, comment, or engage on behalf of AVCI.

B. Social Media Content Planning & Approval

• The Social Media Manager and Marketing Manager must create a weekly/monthly content calendar for official social media accounts.
• All social media content must be approved by a senior executive at least 2 days before posting.
• Major announcements, marketing campaigns, or promotions must be thoroughly reviewed for accuracy and compliance.

C. Prohibited Corporate Social Media Conduct

Employees managing AVCI social media must not:
1. Post misleading, false, defamatory, or offensive content.
2. Disclose private patient information or client details without consent.
3. Engage in arguments, disputes, or inflammatory discussions on AVCI’s social media pages.
4. Post unverified medical information or unauthorized veterinary advice.
5. Share AVCI’s financial, strategic, or confidential company information.
6. Use AVCI’s social media accounts for personal opinions or non-business content.

IV. Personal Use of Social Media

AVCI allows personal social media use during work hours, but employees must:
• Limit personal social media use to a maximum of 1 hour per workday.
• Ensure all work obligations and deadlines are met before using social media.

While AVCI does not regulate private social media accounts, employees are expected to uphold professional integrity and ethical conduct online.

Employees must:
1. Clearly state that their personal opinions do not represent AVCI.
2. Refrain from discussing company policies, internal matters, or patient cases.
3. Avoid posting AVCI’s intellectual property, confidential information, or internal communications.
4. Respect the Data Privacy Act (RA 10173) by not sharing patient or client information.
5. Refrain from sharing content that is abusive, offensive, or slanderous.
6. Avoid responding to client inquiries or complaints on personal social media. Direct them to AVCI’s official channels.
7. Adhere to the Safe Spaces Act (RA 11313) by avoiding harassment, cyberbullying, or discriminatory remarks.

V. Social Media & Employee-Client Interactions

A. Employees must not use personal social media to:
• Discuss pricing, treatment plans, or prescriptions with clients.
• Accept online consultations or telemedicine requests without prior approval.
• Debate or argue with clients regarding AVCI services.

B. Online Reviews & Client Feedback
• Employees must not argue with, harass, or threaten clients over negative reviews.
• Any client complaints or concerns must be handled professionally and referred to management.