Social Media Participation Guidelines
Our goal of participating in social media is to give our customers the opportunity to engage with us and to take a look inside SaskPower. We’re here to listen and will work to ensure our channels are a place for you to get information that you need. We are active on Twitter, Facebook, LinkedIn, Instagram, Flickr and YouTube.
We’ll always do our best to ensure that our social media channels represent our corporate values of being respectful and responsive. Our social media channels are moderated by Community Managers because we want to ensure that everyone stays on topic and that it’s a productive conversation for everyone participating.
To help ensure that everyone has a positive experience on our social media channels, here are a few simple guidelines:
- Please be respectful and friendly
- We understand that sometimes you may have concerns or issues, but please ensure that you keep things polite and considerate. We’ll do our best to ensure you get the information that you need
- We expect that you avoid any profanity and/or obscenity. You’re welcome to post about concerns or problems that you may have, but please use language that is acceptable for everyone
- Please note that we'll remove posts that are attacks, misinformation, unsupported allegations and any that reference violence, racism, hatred or bigotry towards others
- Users who continually disregard our guidelines will be warned and may be banned from our channels should they continue to violate the guidelines
Consider Your Privacy
We take privacy and security very seriously. We ask that you don’t share personal information (such as your address, account number or other personal details) with us through social media. We also cannot provide any customer information through our social channels. If there’s an issue related to an emergency or escalation, we’ll direct message (DM) you asking for contact information.
We’ll remove posts that include personal information to protect customer privacy, but with any online service, people should exercise their judgment about the kind of information they share.
Availability
Our channels are monitored and managed during regular business hours, 8 am to 4:30 pm Monday through Friday (excluding statutory holidays) and during large-scale outages or emergency situations. Outage updates and estimated time of restoration are posted on Twitter 24 hours a day, 365 days a year.
Social Media Terms of Use
We use social media as a way to communicate with our customers and stakeholders. Our use of social media is intended to support communication between us and other social media users through the following channels:
Content
If you follow @SaskPower on our social media channels you can expect:
- between 1 to 5 tweets per business day
- between 1 to 2 Facebook posts per business day
- between 1 to 2 LinkedIn posts per month
- between 1 to 2 Instagram posts per week
Our posts on social media cover some or all of the following subjects:
- Power outage communication
- Updates on major SaskPower announcements and events
- Electricity-related information
- Power efficiency tips
- Available programs
- Important announcements
- Project updates
- Safety stories and tips
- Website, MySaskPower and the SaskPower App features
- Engagement opportunities
- Upcoming severe weather
Following
Our decision to follow a particular social media user doesn’t imply endorsement of any kind. We follow accounts that we believe are relevant to our mandate.
Followers
The appearance of a social media user as a follower of the SaskPower social media accounts does not imply endorsement. We welcome feedback and ideas that are constructive and relevant to a topic. We don’t discriminate against any views. Disagreements and constructive arguments are acceptable as part of the discussion. However, abusive or insulting comments are not acceptable. We expect the content posted to be respectful of others.
We disclaim all liability for tweets posted to social media. However, we'll moderate tweets and reserve the right to remove or block a follower when that follower posts material that is not appropriate, including any of the following:
- Material that is contrary to the principles of the Canadian Charter of Rights and Freedoms;
- Racist, hateful, sexist, homophobic, slanderous, insulting or life-threatening messages;
- Serious, unproven, unsupported, or inaccurate accusations against individuals or organizations;
- Abusive, aggressive, coarse, vulgar, violent, obscene or pornographic comments;
- Messages that encourage or suggest illegal activity;
- Messages that infringe copyright or other intellectual property rights;
- Solicitations, advertisements or endorsements by or of any financial, commercial or non-governmental entity;
- Attempts to defame SaskPower;
- Comments not sent by the author and/or posted by anonymous or robot accounts;
- Repetitive posts copied and pasted by multiple users;
- Unintelligible or irrelevant messages;
- Messages that are off-topic and any other message that the community managers feel will not add to the flow of discussion; and
- Messages that infringe upon an individual’s privacy
Anyone acting contrary to the terms may be blocked from posting to our social media accounts.
If you feel someone has violated the social media platform’s terms of service, report the problem by contacting the platform themselves.
Retweets, Reposts and Shares
Posts that we retweet, repost or share don’t imply endorsement on our part. We may share news and links that we believe are relevant to the work we do in the power industry and/or of interest to our followers.
@replies and Direct Messages
We'll read all @replies and direct messages sent to us. However, we may not be able to respond to all individual messages. To get more information about our products and services, please visit our website at saskpower.com.
Privacy
Our social media accounts are hosted on third party platforms and are outside of the control of SaskPower. We encourage you to read the social media platform’s terms of service, rules and privacy policy.
We respect personal information as required by Saskatchewan’s The Freedom of Information and Protection of Privacy Act. Also, we ask followers to respect the personal privacy of others. However, we cannot guarantee that all users will comply, and we cannot be held accountable for personal information tweeted by participants. We'll remove or block followers who post the personal information of others.
You participate at your own risk, taking personal responsibility for your posts, your username and any information you provide. That hosting may be outside of Canada, and those posts are subject to the laws of other countries. To protect your privacy and the privacy of others, please don’t include personal information such as telephone numbers, email addresses, account numbers, other personal identifiers.
We don’t ask for personal or confidential information of any kind from customers through social media tools other than over Direct Message (DM) during emergencies or when there are safety concerns.
Links to Other Websites
Links to websites not under the control of SaskPower are provided only for the convenience of users. We’re not responsible for the accuracy, currency or reliability of the content of other sites. We’re not responsible for the information found through these links, nor do we endorse the sites or their content.
