Social media house rules

Our social media house rules outlines how we manage, and expect people to use, our Volunteer Responder social media channels.

The Volunteer Responder social media team is responsible for several social media accounts on different platforms. They include:





We operate these channels across platforms to communicate the work we do and allow a 2-way conversation with our followers.

They are monitored 9am to 5pm, Monday to Sunday (including most public holidays).

We aim to answer all messages and acknowledge all comments where appropriate but during busy periods when a high volume of inbound messages can be received, some messages and comments may not receive a direct response from us.

We redirect questions that we cannot answer to relevant departments and staff members.

Several Volunteer Responder Facebook groups exist and are administered by Volunteer Responders themselves. These are not official groups but the in-house social media team liaise closely with the administrators of these groups.

We have automated response messages set up on our social media inboxes to signpost to useful links and documents.

We use online social media tools and software to respond and to identify questions, themes, views and opinions on the Volunteer Responder scheme.

We endeavour to always provide correct information. If we make a mistake, we will aim to rectify the situation as soon as possible and provide the correct information as quickly as possible.

We listen and engage directly with our followers, treating each message with the politeness you’d expect if you were dealing with a team face-to-face or on the telephone.

We follow people and other organisations where we can. But this doesn’t mean endorsement.

We encourage our followers to feedback to us, to communicate their views and to share stories of their Volunteer Responder experience.

We expect our followers and social media users to offer us the same level of courtesy that we offer them, so in return we ask that you follow these simple rules:  

  • You are responsible for any content you post including content that you choose to share from another profile.
  • Stay within the law – don’t post offensive, deceptive or harmful content, or content which you do not own the copyright for.
  • Do not post private or sensitive information about yourself or others.
  • Avoid multiple posting of the same point. Contacting us via direct message is the best way to get a question answered or issue looked into.
  • Do not spam or advertise on our accounts.
  • Be polite and engage with other users how you would like them to converse with you.
  • Tell us if you think we’ve made a mistake, or you see anything you think is inappropriate or you are concerned about.

We will block and report users whose posts are:

  • Abusive or obscene, for example racist, sexist, homophobic or sexually explicit
  • Deceptive, misleading or if you are making false allegations
  • Violate any law or regulation
  • Violate any intellectual property rights
  • Spam (including persistent negative or abusive posts which aim to provoke a response)
  • Advertisements or promotional

We will remove, in whole or in part, posts which we feel are inappropriate or contain personal information. This includes posts which may include incorrect information.

We may also screen shot content and contact the police if a serious incident arises.

We reserve the right to delete our accounts and to update or change these conditions at any time.