Online Communication Guidlines

Reply and responding to messages
Our Social Media accounts and Website are generally monitored on working days between the hours of 9am to 5pm.

We aim to respond to as many replies or comments where a response is required.  This is not always possible, and we can sometimes miss posts, particularly when there is heavy social media traffic.

Our staff, who deal with our website and run our social media accounts, will sometimes need to forward your questions to other colleagues to get the information you require.

This means that we may not be able to provide an answer right away, but we will always give you an indication of when you are likely to get it.

If your query is urgent, serious or involves personal details, please use the Contact Us section on our website where you will also find links to our Complaints and Feedback pages.

Moderation
Where online communities have their own rules and guidelines, we’ll normally follow those.

Where possible, we will rely on the measure of protection and intervention which the social networking site already has in place (e.g. against illegal, harmful or offensive content), for example by flagging comments or alerting them to breaches of the site’s terms and conditions.

We also have some of our own rules.

We reserve the right to remove any contributions that break the rules of the relevant community, or any of the following guidelines:
  1. Don’t post messages that are unlawful, defamatory or libellous, abusive, threatening, harmful, obscene, profane, sexually oriented, racially offensive or discriminatory.
  2. Don’t bully, harass or intimidate any individual or organisation.
  3. Don’t impersonate someone else.
  4. Don’t swear.
  5. Be civil, tasteful and relevant.
  6. Don’t post content copied from elsewhere, which you don’t own the copyright for.
  7. Don’t post the same message, or very similar messages, repeatedly (also called 'spamming').
  8. Don’t publicise your, or anyone else’s, personal information.
  9. Don’t advertise products or services.
  10. Don’t post political comments.

Defamatory comments
Please take care not to make defamatory statements when posting on our pages.  By publishing such a statement we can both get into serious trouble.  We will therefore take down any statement that we consider could be deemed to be defamatory.

Personal information
We encourage you not to share private or sensitive information via social media.  This is because, depending on the social media involved, other people may be able to see your information.  If you want to share personal information with us, please use the Contact Us section on our website to find out the most appropriate way to get in touch.

Blocking and unfollowing
If we block your account, this will probably be because you’ve contravened the rules of a particular social media space or that you’ve followed or liked ANCHO purely to promote a product or service.  If for some reason we unfollow you, it might just be that we’re going through a review of accounts or simply cutting down on numbers.  If you see that we’ve unfollowed you, please don’t take this as a sign of personal rejection.

Liking and following
We can’t like or follow everyone as sometimes the numbers of accounts are just too high for us to manage.  So, please don’t be offended if we don’t.

We frequently follow or like people who provide information that is pertinent to our work as a Registered Social Landlord (for example Scottish or UK government agencies, local media, and our other public sector partners) or those whose information we can pass on for the benefit of our customers.

There will also be times we’ll need to like or follow an account in order to take part in conversations.

Please remember that while we may like or follow someone, or share their information, it doesn’t mean that we endorse them.

Sharing
We try to share information that we think will be of interest or use to ours customers.  However please don’t be offended if we don’t share something you ask us to – it’s important that we remain impartial at all times.

Posts of a political nature
ANCHO has chosen to remain politically neutral at all times and we will, therefore, not like, share or favourite or any local / national politicians, people aligned to political parties or people whose avatars have a clear political bias such as a party political logos as we do not wish to be seen to be producing political publicity or assisting others to do so.