[EN] Social Media handbook

social media handbook
company usage guidelines
France Telecom – Orange


Produced by: Approved by:

André Foissey (SG/DSEC) Christine Albanel Pierre Louette
Elisabeth Rizet (SG/DSEC) Executive Vice President Deputy CEO, Group General Secretary
Yann Gourvennec (COMSC/WMNS)
Alban Ondrejeck (Orange Consulting)

References:
Social media security company policy
Netdoc: FT.2011A0089 Edition 1 - social media handbook company usage guidelines

2 France Telecom - Orange unrestricted orange.com


contents
creative commons notice 3 granting adapted web access
to Orange professionals and
further help 3
contractors 11
who should read this
how do you gain access? 11
this document? 4
recommendations regarding
overview of our social
social media accounts 12
media guidelines 5
rules for contributing, sharing
two main documents 5
and exchanging information 13
foreword 6
rules for sharing files and
about social media 7 documents 14
the web has changed 7 e-reputation and
security breaches ` 14
the social web and the
collaborative revolution 7 data protection : our
recommandations 15
what is social media? 7
roaming and teleworking 15
further help: Thanks for the human factor 8
reading through this document. using social media for
a new way of circulating
For further help, see http:// personal reasons, in and out
information 8
www.orange.com/smg of the workplace 16
the technological trigger 8
mentioning the Group
our ambition 9 on social media with a
personal profile 16
educating, empowering,
encouraging 9 using social media in the
workplace for personal reasons 16
encouraging the use
of social media 9 guidelines for employees
representing the Group
a network of social
officially on the social web 17
media champions 10
creating accounts, profiles
where do we go from here? 10
or pages on behalf of Orange 17
social media guidelines for
about community managers 17
all Orange employees and
contractors 11 recommendations for
enterprise blogging 18
using social media for
professional purposes 11 a few facts and figures 18

creative commons notice
This work is licensed under the Creative Commons Attribution-Noncommercial-Share Alike 3.0 License. To view a copy of this
license, visit http://creativecommons.org/licenses/by-nc-sa/3.0/ or send a letter to Creative Commons, 543 Howard Street,
5th Floor, San Francisco, California, 94105, USA. You are allowed to use one or all the texts/slides/images contained within this
document provided you quote the author and the source of this information (http://orange.com/smg). You are also welcome to
invite whoever you want to follow our Group twitter account at http://twitter.com/orange You are allowed to use the text contained
within this handbook provided you quote the author and the source of this information (http://orange.com/smg)

orange.com France Telecom - Orange unrestricted 3


who should read this document?
This document is for all France Telecom - Orange Group employees
who wish to use social media to accomplish professional tasks or
to express themselves on behalf of the Group. These guidelines are
also applicable to all contractors working with or on behalf of any
company or department which is part of that Group.

It therefore applies to the following:
■■ internal staff: employees of the parent company and consolidated subsidiaries,
interns paid by the group, working permanently or temporarily in the France
Telecom - Orange Group, identified on an individual basis within the Group;
■■ external staff: temporary staff, subcontractors, co-contractors and
facilities management staff, who are identified individually and are
involved in internal processes and the company’s core business.
This guide does not apply to Group employees who use the external community
internet with their own account in a private context.
This guide is available to the public at the address http://www.orange.com/smg



social media handbook social media security
official social media guidelines policy document
France Telecom-Orange Group France Telecom-Orange Group

www.orange.com

This guide is aimed at users and potential This is a technical document which describes the
users of social media within Orange. The main social media usage principles with regard
purpose of this document is to promote and to how information should be handled externally.
encourage the proper use of social media, This is the underlying document behind the social
as well as enable the dissemination of social media handbook.
media usage across the organization.
Both documents are consistent and promote – one
It was designed to be consistent with the from a user perspective, the other from a technical
social media security policy document. perspective – the suitable and sensible use of
social media within the Group.

overview of our social These two documents were designed which remain applicable to the Group
to be consistent with one another. as a whole.
media guidelines The social media handbook is aimed
When those guidelines have been
at users, whereas the social media
The Orange social media guidelines adapted to a particular region in a
security policy document describes
consist of a series of documents, foreign language and/or in English,
the Group’s security policy in a more
some of which are internal and contributors are encouraged to
technical manner.
others available to all under a contact our Group communications
standard creative commons license. These documents were written by the department (see how to contact
These guidelines are made available Group communications department us section on page 2) in order to
at the url http://orange.com/smg. (DIRCOM) and the Group security add these specific guidelines to the
department (aka DSEC) and are the central repository.
The two main documents which result of discussions with a number
make up the Orange social of representatives in charge of social
media guidelines are: media in various entities. Feedback
on these documents is welcome
1. the social media handbook and greatly encouraged as they are
(this document), i.e. the user intended to evolve over time. Orange
manual aimed at explaining staff can contribute via the “contact”
what social media is, what the link at http://orange.com/smg.
Group’s strategic objectives are
and how it should be used; Managers in various group entities
and countries are welcome to
2. the social media security adapt those guidelines to their own
company policy, which is requirements and/or languages as
an internal policy document well as any local legislation when
whose purpose is to describe applicable, upon condition that
what should and shouldn’t these managers refer to the general
be done in social media. principles at http://orange.com/smg,



foreword
Dear colleagues,
Social media has become immensely popular over a very short period
of time. It is a global phenomenon, and the reputation for the web as a
‘global village’ has never been more pertinent. Journalists are using Twitter
to report and bookmark information; blogs are now an integral part of
the communications landscape in the 21st century and our very clients
are using our services everyday in order to access their accounts, share
information in real-time and cooperate on the web with passion. Over the
past few years, enterprises, large and small, have also been involved in
social media in order to engage directly online and even add a collaborative
flavor to their own corporate websites.
Our Group’s social media activity is very well established on both external
discussion platforms (Twitter1, Facebook, LinkedIn, YouTube or Dailymotion
Yann Gourvennec being some of the most significant examples) and internal ones (such as
Director, Web, Digital Social Media Plazza or internal blogs).
Many employees have already taken part in these online discussions
in order to engage about the business or their passions. This guide is
intended to support and encourage this activity because it helps, directly
and indirectly, improve the Group’s visibility and competitiveness.
In this social media guide you will find not only information about social
media in general and how to use it, but also a collection of good practices
and Group guidelines for the proper usage of social media at Orange.
We advise you to embrace social media, read through the social media
security policy document complementing this handbook, and to develop
a strong fundamental knowledge of these tools. I asked the experts in
my web, digital and social media department in cooperation with DSEC to
create this handbook to help you use these tools as effectively as possible.
What makes the Orange Group special is our employees. By using social
media and keeping abreast of those online technologies, you will contribute
to our brand equity and the improvement of our image. I wish you good
luck in your social media endeavors.

1
Follow our Group’s twitter account at http://twitter.com/orange and our Facebook Group page at http://facebook.com/orange.
The “worldwide” tab enables one to navigate amongst all Facebook pages within the Group



about social media disseminate knowledge and content
throughout the world.

the web has changed The world’s most widely used
tip: if you already know a lot encyclopedia for the past 10 years,
about social media, you might The Internet, through its hardware Wikipedia , is also the result of
want to skip these pages and infrastructure and protocols and a collaborative project, utilizing
jump to the our ambition section service layers, has become central the contributions of hundreds of
on page 14 which describes our to everything we do from data thousands of users across the world.
objectives with regard to social collection, business intelligence, the Lastly, social networking sites like
media usage in the Group. sourcing and selling of products LinkedIn, Viadeo, Xing and Facebook
and services. The web has changed are making it possible for people to
not only the way we consume and
create and develop human networks
produce information, but it has also
and exchange data and even work
changed the way people work and
collaboratively.
exchange and collaborate on a
global basis.
what is social media?
Since the invention of the World Wide
web by Tim Berners-Lee in 1990, Social media is a true accelerator of
businesses around the world have social contact via the Internet, putting
been harnessing its capabilities. Our individuals with shared interests in
Group has become a major player contact with one another, in order to
in that field with a variety of online
cooperate online and offline.
services, web sites and social media
Figure 1: as of September 2011, there are already
presence. They may be bloggers who express
more than 2 million Orange fans on Facebook opinions and initiate debates on the
A significant proportion of our staff
Internet; or members of projects
still wants to learn about social
who make their dreams come true
media and engage online, and this
together and bring them to life online;
guide is will help them understand,
consumers who react to or transform
master and engage properly on
products; and innovators who -
these channels. This document is
within an open innovation sharing
educational and provides guidance,
community for instance - invent the
explanations and describes our
future together. There are no limits to
policies on the proper usage of
what can be done with the help
social media.
of social media.

Figure 2: Orange has a strong partnership the social web and the Social media is the expression that
replaced the original web 2.0 moniker.
collaborative revolution
with Wikipedia (image from Android market)
But what was web 2.0? Very often,
people use such expressions, mostly
Since 2004, social media (formerly in the high-tech world, which are
web 2.0 ) has been the epitome of either vague or misunderstood by the
a second wave of web innovation. general public. Thus, over the past
Multi-device applications have few years, almost any project has
cropped up bringing live information
been labeled “2.0 project” or “social
to any user, anywhere. Collaboration,
media project”. Delving deeper into
both in and outside the workplace,
the history, however recent, of web
has become trivial. Consumers are
2.0 and social media will help us get
now commonly developing user
Figure 3: keeping up with all that’s said at Orange on to grips with what it is really about
Twitter with Orange timeline at http://timeline.orange.com generated content (UGC) on a global
and avoid misunderstandings.
basis, either for sharing among
their friends or to produce and Tim O’Reilly, founder of the

2
See the founding article on Web 2.0 by Tim O’Reilly at http://oreilly.com/web2/archive/what-is-web-20.html
3
http://en.wikipedia.org in English but the encyclopedia now exists in many languages
4
Respectively : http://linkedin.com, http://viadeo.com, http://xing.com, http://facebook.com



eponymous publishing company5, intelligence tries to engage into online mapping software
has described the web 2.0 with consumers and turn (such as Orange or Google maps)
phenomenon in a trailblazing them into brand advocates. in order to enable location-based
document which we have services and information platforms,
summarized in the following a new way of circulating
paragraphs. information ■■ the web as a platform: this is a
resurgence of what used to be
■■ RSS feeds: RSS (really simple called ASP11 technology in the
There are three main factors
syndication7) feeds are more than 2000s and is now called Software
which have made the social web
just a new technical feature - they
what it is today. Here they are as a Service (SaaS). This means
shape the way that information
in greater detail: that software is in the network
is circulated, aggregated and
rather than on the desktop.
disseminated. RSS is a message
the human factor
standard based on the XML These main factors (summarized in
■■ collective intelligence: this language, and includes full or Figure 4) are what made the social
concept was made popular summarized text plus additional web so different from what we
by Howard Rheingold in his data such as publishing dates understood the web to be in the last
book Smart Mobs: ‘The Next and authorship. The messages two decades, resulting in the creation
Social Revolution6’. Rheingold are sent out dynamically and of a great number of new Internet
suggests that when a group automatically to a user or
sites and services, based on the
decides to share its resources, feed reader8. However, RSS
principles of web 2.012
group intelligence can emerge. feed readers are increasingly
According to this concept, embedded within web browsers With the subsequent emergence
groups are stronger than the or other software. One of the best of the concept of social media13
mere sum of the individuals integration of RSS feeds at the (i.e. towards the middle of 2008),
belonging to that group. moment is that performed by the consultants such as Frederic
new social web-enabled browser Cavazza (see Figure 5) and Brian
■■ the user-producer: With this
Rockmelt9. The dissemination Solis14 have attempted to depict
new approach, one refers to
of RSS feeds, even when users graphically the scope of social
users not just as visitors but as
aren’t aware of them, is what is
the people behind user generated media and the tools that were made
making a dynamic information-
content (UGC), that is to say available to us.
based Internet a reality.
content which is being produced
by those who consume it. UGC
the technological trigger
is at the heart of the social web,
and it turns users into producers, ■■ agile programming and mash-
or co-producers, of the content ups10: the basic idea is that a
that you will be generating. User- web 2.0 site can be set up much
producers actually change the more quickly than in traditional
way that information is used; in computing by using existing
the business world, the impact building blocks, bits of code (or
on the philosophy of advertising data) from other sites and putting
and product promotion is also them together. Such components
tremendous: whereas advertising are then assembled to create a
focuses on a message which new platform with intrinsic added
is aimed at a “target”, collective value. e.g. a web site which plugs

5
Check their website at http://oreilly.com/
6
Wikipedia has a thorough biography of Howard Rheingold, complete with links and references at http://en.wikipedia.org/wiki/Howard_Rheingold
7
Check Webopedia’s online definition for RSS feeds: http://www.webopedia.com/TERM/R/RSS.html
8
The most popular RSS feed reader was developed by Google: http://www.google.com/reader
9
http://rockmelt.com is a social browser which includes native Facebook and RSS feeds
10
Wikipedia’s definition of a mashup or web application hybrid is available at http://en.wikipedia.org/wiki/Mashup_(web_application_hybrid)
11
ASP is Application Service Provider
12
refer to http://go2web20.net for a comprehensive list of web 2.0 websites
13
Strictly speaking, the term social media was probably coined quite a few years before, but it only emerged after mid 2008 (a history of the term social media is made available by
Forbes at http://blogs.forbes.com/jeffbercovici/2010/12/09/who-coined-social-media-web-pioneers-compete-for-credit/)
14
See Brian’s blog at http://www.briansolis.com/



Figure 5: Frederic Cavazza’s description of the social Figure 6: social media champions can volunteer
web came at the right moment, in June 2008, before the straight from the http://orange.com/smg page
term became known to all (http://fredcavazza.net)

our ambition blogs and/or engage on online
platforms, be they owned by the
Understanding, knowing, using group or not.
and sharing on the social web is Those who have shown the way
becoming compelling, not only for deserve to be our champions who
consumers but also for enterprises can, in their turn, help others with
tip: To start using Twitter, and their employees who want their use of social media.
Facebook, Daily Motion, to stay competitive, improve their
online reputation, engage with The empowerment of our staff is only
Linked In, You Tube etc. ensure possible if we provide the necessary
that you have applied for an their customers and ecosystems,
support, education and guidelines for
appropriate web. access exchange ideas and even launch
responsible usage of web resources
by using the methodology crowdsourcing initiatives. It is a great
and online collaboration. This guide
described on page 11. platform for unleashing ideas and
is meant to help our champions
generating enthusiasm around them.
and the rest of our staff with that
It has also become central to objective.
brands who want to create close
connections between them and their encouraging the use
customers, beyond mere product of social media
marketing. This guide is therefore meant to
encourage the practice of social
educating, empowering, media by delivering advice and tips
encouraging to users, encouraging appropriate
thin
clients
In our eyes, employee participation, online behavior, advising users
the user -
(internally and externally) and on do’s and don’ts and educating
producer

empowerment are essential with them on not-so-good practices
2.0
collective
intelligence

regard to that process. It may mean which must be avoided. We believe
that employees are part of LinkedIn in the power of education and
the web as
empowerment in order to positively
groups, use Facebook profiles or
a platform

encourage proper online behavior.
rss
syndication
pages, or use internal networking
sites and blogs like Plaza to This document is mostly intended
exchange ideas and thoughts with to help you with all your questions
Figure 4: summarizing social media in a few words their colleagues, or maintain external around those subjects.

8
The most popular RSS feed reader was developed by Google: http://www.google.com/reader
9
http://rockmelt.com is a social browser which includes native Facebook and RSS feeds
10
Wikipedia’s definition of a mashup or web application hybrid is available at http://en.wikipedia.org/wiki/Mashup_(web_application_hybrid)
11
ASP is Application Service Provider



a network of social With the help of that decentralized
organization, we can now work
media champions towards the empowering of our
employees in order to provide better
Because our purpose is educational,
visibility for the Group, improve our
we organized ourselves as a global
engagement with our customers and
Group project in order to actively
ecosystems, improve the likeability
support users in the field. A network
of the group and fulfill our aim of
of champions and helpers is set up
becoming a digital coach in all the
across the organization. It is meant
countries and sectors in which we
to grow and help us scale this
operate.
project throughout the Group. New
champions can apply by contacting
the Group social media team via where do we go
http://orange.com/smg. The list of from here?
our champions is made available to
all Orange staffers at http://orange. Social media is a powerful
In order to foster social media com/smg/champions and you can communication tool, but it goes
usage within the Group, we have turn to them for questions, advice beyond just using the tools. It is
created the network of social media and guidance. important for everyone to understand
champions at http://orange.com/
Orange employees who want to the tools and their overwhelming
smg/champions.
become social media champions do benefits and also the risks one may
not need to be officially in charge of come across when they are used
social media on behalf of marketing inappropriately. It is also important to
and communications or any other develop a strategy and execute that
Group entity. A champion can be strategy while keeping in mind that
a blog contributor, a personal blog we are all responsible for protecting
owner, or just any employee who is our data and information.
knowledgeable in social media and
online collaboration. Their knowledge
and interest in social media can and
should be shared with others in order
to promote the use of social media at
Orange both internally and externally.



social media guidelines for all
Orange employees and contractors
using social media for to the next chapter entitled guidelines how do you gain access?
for employees representing the
professional purposes Group officially on the social web,
1. talk to your management first, and
explain that you need adapted
on page 27 of this social media
This section describes the principles access to the social web in order
handbook.
and the procedure for obtaining to perform your professional
access and using social media in a tasks. You can use this document
secure and professional manner. You granting adapted web to inform your manager about
may use social manner for a variety access to Orange the Group social media policy;
of professional purposes, including:
business intelligence, customer professionals and 2. access the IT system and
submit your request for
meetings and presentations, internal contractors approval accordingly;
presentations on various professional
subjects, the opening of a social Orange professionals must be 3. please note that obtaining
network account for recruitment granted access to the community adapted web access to the web
purposes, accessing professional Internet before they can use social for professional purposes implies
forums etc. Orange employees are media for business purposes. As that you have read and agreed
encouraged to use social media for specified in the social media security with the best practices and
professional reasons and to engage company policy, on the external recommendations included within
in peer-to-peer discussions. community internet, “managers must our official social media guidelines;
allocate the necessary resources
All such guidelines apply not only 4. a standalone document will be
(in particular technical resources) to
to Orange employees, but also to made available at http://orange.
all employees they are responsible
contractors working with or on behalf com/smg/ in order to help you
for in order for them to perform their
of Orange or any part of the France with that process depending on
duties, and ensure they allocate and
Telecom - Orange Group. the organization you belong to.
remove community Internet access
For these particular purposes, rights to and from these employees.
however, users must not create Managers must formalize their staff’s
profiles using the Group name activity on the external community
or the Group logo or any other Internet in relation to their tasks or
characteristic pertaining to the objectives, for example in their job
Orange brand. As to the use of the descriptions or in their appraisal
brand and its attributes, please refer report.”



recommendations 3. Selecting a handle or
nickname: the choice of a
regarding social media handle or nickname must be
accounts in sync with its business target.
Inappropriate nicknames such as
1. email addresses: whenever Frenchkiss69 are for personal use
possible, we recommend that you only and should not be used in a
provide an email address alias professional environment.
video tutorials: to help which then forwards onto your
employees create social media professional email address so We recommend that you create
accounts easily and safely, we as to avoid direct access to your a handle or nickname out of
have made a few video tutorials professional email address. To parts of your surname and
available at http://www.orange. do so, you can use an external other keywords relevant to your
com/smg/tutorials.jsp. email provider such as your business. A suitable nickname
local Orange web mail portal for an Orange employee dealing
(if there is one in your country), with networks for instance may
or a third party email service be: networks.robertsmith or @
such as Yahoo!15 or Gmail; robertsmith, or even @rsmithnw.
2. avatars: the photo used as an
avatar for your accounts must be
non-copyrighted and suitable.
We also remind you that in this
instance, you should not use the
Orange logo or a Group brand
name for the creation of a personal
account, so that web users do not
confuse your personal account
with an official Orange account.

In that instance, accounts
created by Orange employees
for professional reasons remain
personal accounts, even
though their purpose might
be related to business;

15
Depending on the country or how old your Yahoo! mail account is, mail forwarding may or may not be available for free. Please note that free mail services
may also change their terms and conditions at any time as depicted by Yahoo! at http://overview.mail.yahoo.com/enhancements/mailplus.



Figure 7: for accounts used in a business environment we recommend
quoting the name of the company so as to avoid disclosure issues, as well as adding
a note that your messages (in this particular example, we have chosen Twitter) are
your own and not necessarily related to your company.

rules for contributing, information within your field of 7. confidential information: the
expertise and double-check your disclosure of information which
sharing and exchanging statements before publishing. You may be detrimental to Orange
information are responsible for the quality and should not be posted anywhere on
professionalism of the information social media platforms. If in doubt,
1. disclosure: is compulsory by you publish. Hence, even refrain and ask your manager’s
law in most countries. It is illegal though you will not be officially advice. We also recommend
to comment on things when representing the Group in that that you read the social media
one belongs to a company and capacity, please be aware that the security company policy. Most
fail to state that you work for level of expertise that you will show security breaches in social media
this company . Every employee will be associated with the Group are the result of negligence and
must disclose his/her identity: and is essential to our image; are not intended; bear this is
it consists of stating who you mind and seek support whenever
are and who you work for. We 4. personal comments must be you think this is applicable;
recommend that you remain written in the first person: keep
all personal comments personal 8. copyright infringement: Be
professional and nuanced when
at all times and avoid using careful with any disclosure of
posting and commenting, and to
collective pronouns. Write: “in my information (text, image or video
avoid any kind of quarrels online,
opinion” versus “in our opinion” etc.) for which you have not
especially of a personal nature. It
which would deceive readers into ascertained that you have the
is also necessary to add a note
thinking that you are commenting right to publish. When using third
that your messages are your own
on behalf of the Group; party text, please refrain from
and not necessarily related to your
quoting more than a small portion
company (see Figure 7). Further 5. fake profiles, fake blogs, fake of that text (typically a paragraph)
details regarding disclosure are reviews etc.: are unethical, illegal by isolating it between inverted
provided in the Socialmedia. and inappropriate. Please refer to commas and by adding a clear
org disclosure document to the disclosure document at http:// mention of the source of that text.
which we are linking directly orange.com/smg for details;
from our social media guidelines
6. fictional characters: should be
Quotations must be exact.
page: http://orange.com/smg.
used discriminatingly as well as Should you correct or adapt
2. comments: when commenting
clearly identified through their the text, ensure that you place
on a product and/or service or social media profiles. If you are your own text between square
any other point directly related resorting to fictional characters in brackets ([she] instead of “I” for
to the France Telecom - Orange social media, please state clearly example, or […] to highlight that
Group, it is essential that you enter some text is voluntarily missing).
that the character in question is “a
the following phrase clearly and Information sources must be
fictional character who does not
visibly, in italics or in brackets: systematically added and links
exist in real life and is managed
[disclosure: I work for the France provided whenever possible.
by [agency or third party name on
Telecom - Orange Group] so as to
behalf of] Orange”. 9. avoid online quarrels
comply with the legal framework
at all times: always be
and our disclosure guidelines
Such legal obligations apply to polite and courteous. Do
and behave ethically. You might
works of TV and movies fiction not spoil professional
also add a few words about
and therefore, they also apply discussions or debates with
your job, when this is relevant;
to Internet fiction so as not to unprofessional language
3. expertise: only publish mislead Internet visitors17; which you might later regret.

16
For reference, please check this blog post on the Orange Business Blogs : http://blogs.orange-business.com/live/2008/12/sernovitz-on-so.html
17
This is a standard boilerplate that you could use to adapt to your own situation: “some of the characters and incidents portrayed and the names herein are fictitious, and any similarity
to the name, character, or history of any person, living or dead, or any actual event is entirely coincidental and unintentional”.



rules for sharing files 3. documents written with
partners or clients: documents
and documents that have been jointly created
with external partners or
1. sending files and documents clients must comply with the
to other Group employees: confidentiality rules which have
sending files and documents to been defined jointly with those
other Group employees: sending external partners or clients.
restricted documents or files to
other Orange employees must 4. illegal and copyrighted content:
be performed using restricted it is prohibited to exchange illegal
France Telecom – Orange content or copyrighted material
applications such as: Microsoft without a proper license via any of
Communicator instant messaging the tools mentioned in this section.
or the official France Telecom-
Orange Microsoft Outlook email e-reputation and
important notice: It should be or web mail client18. When
remembered that sending or large files need to be sent, it is security breaches
sharing internal and confidential recommended that you use our
Group information with external Group file transfer application 1. e-reputation information:
third-parties is strictly prohibited. which is made available at https:// Orange employees and
transfertfichiers.francetelecom. contractors working with or on
behalf of the Group should inform
com19. You may also use
the Group or their local press
Orange Plazza (http://plazza-
relations team when they spot
shp.com. ftgroup/Pages/en/
information or links related to the
default aspx) and/or internal
Group’s e-reputation that they
Group SharePoint spaces in
think has significant impact;
order to share those files and
documents rather than send them. 2. security incidents: if any Orange
Confidential France Telecom employee or contractor becomes
- Orange documents must be aware of a security breach (e.g.
encrypted before being shared. when they have doubt or evidence
that confidential information
2. sharing files and documents
has been leaked), they must
with third party users: using
report it to the Group’s Security
third party online applications
Coordinators (see Group Intranet);
(such as yousendit20 or skydrive21
or dropbox22 for instance) to 3. sharing information: all
exchange multimedia files employees are encouraged
or documents with third to share with other Orange
party (i.e. clients, partners, employees or departments.
vendors etc.) is permitted as important information that they
long as these documents think can be useful to the Group.
or files are unrestricted;

18
This application is only made available to Orange Group employees who have a valid Orange email address.
19
This application is only made available to Orange Group employees who have a valid Orange email address.
20
https://www.yousendit.com/
21
http://skydrive.com
22
http://dropbox.com



data protection: our security policies recommend
that you do not activate this
recommandations option. When thisunavoidable,
we recommend that you choose
Protecting one’s login data (user code an answer which is not related
and password) and profile details is of to the question per se;
the utmost importance. Users must
understand how to protect such data 3. personal information: only fill in
video tutorials: to explain proactively. This is why we have built the personal information which is
why protecting one’s profile this list and the subsequent video actually relevant to the creation of
and login data is important, tutorial, the aim of which is to show your account or profile and discard
and how it can be done are how users can use the social web all other details. If you are using an
available at: http://www.orange. responsively and efficiently. alias for security or confidentiality
com/smg/tutorials.jsp purposes, please note that your
Here are the do’s and don’ts profile must nonetheless clearly
related to the use of personal indicate which company you are
and login data on the social web: representing, as per the generic
disclosure guidelines made
1. password: when creating a
available by socialmedia.org at
password for a new social media
http://socialmedia.org/disclosure
account, please ensure that it
complies as much as possible and also linked from http://
with Group password policies; orange.com/smg. To comply with
compliant passwords should disclosure guidelines, personal
contain at least 10 characters profiles should never be left empty;
roaming and teleworking: and they should ideally include 4. Sharing profile information: if
special characters (such a “?” or you have decided to fill in all the
connecting to social media “,” for instance). When a social personal details in your Facebook
platforms: to use social media media platform doesn’t allow for (or similar) profile anyway (such
platforms for professional reasons, special characters to be used, as preferences pertaining to
it is recommended that you connect please use alternative methods. religion, marital status, private
to the Internet via your business Whenever possible, please use address political views, etc.) we
desktop or laptop computer, and/ different passwords for each also recommend that you do not
or with the use of your Business of your social media accounts. proactively share such profile
Everywhere account if applicable, Compliant passwords must information with other users,
be different from those used to
mobile usage: if using your log in to your internal network, 5. geo-location: more and more
professional mobile phone, it is so as to avoid network security devices record and share your
recommended that you deactivate breaches following the hacking localisation. When it’s possbile,
the geo-location capability of that of an employee’s password on we recommend to deactivate
phone from within the social media a social media platform such the geo-location option;
applications you are using. as Facebook or Twitter;
6. secure browsing: when
2. secret questions23: certain sites browsing social media sites
require that you provide the reply for professional purposes, it is
to a secret question to retrieve your recommended that you use a
password once you have forgotten secure connection as much as
or lost it. When applicable, Group possible (via a VPN for instance).

23
Please check the Yahoo! help page for an explanations on “secret questions” http://help.yahoo.com/l/us/yahoo/edit/id_password/edit-20.html



using social media for personal reasons,
in and out of the workplace
using social media for “confidential France Telecom - Information systems retain audit
Orange”, “secret France Telecom information in compliance with
personal reasons, in and - Orange” or any similar denomination current laws and regulations. In this
out of the workplace are Group property and must not be framework, any recorded information
used, shared nor posted publically. may be used to identify reprehensible
All Group employees are allowed and acts or acts not complying with the
encouraged to use social media for using social media in the group’s rules.
personal reasons. Thus, employees
engaging on social media are free to workplace for personal Source : “confidential code” the rules of information security

talk and write about the subjects in reasons
which they are interested. However,
when employees mention the Group As stated in social media security
within their personal social media company policy, it is reminded
profiles or on their personal blogs that the use of social media in the
or Facebook accounts, for instance, workplace for personal purposes
they must comply with all regulations is tolerated provided it does not
and duties contained within their jeopardize data security nor raises
contract of employment, namely issues from ethical or legal point
those pertaining to the confidentiality of view. Limited personal use of
company resources is permitted
of information.
providing the rules set out in our
Documents labeled “restricted Ethics policy and Security policies
France Telecom - Orange”, are followed.



guidelines for employees representing the
Group officially on the social web
best practices for official as from a link at http://orange. accountable for the compliance
com/smg. Brand social media to brand (as per the brand
Orange representatives guidelines describe precisely guidelines manual at http://brand.
in social media what should and should not be orange.com) as well as editorial
done online and in social media; guidelines when they apply;
This chapter is about best practices
3. role and responsibility: 3. administrators/ moderators
for Orange employees who are
employees officially representing are in charge of the day-to-day
engaging, on behalf of the Group, on
Orange on social media administration of one or more
social media platforms and/or creating
platforms are tacitly accepting official pages or accounts (blogs),
accounts or profiles in the name
the current guidelines. on behalf of the Group or one of
of one of the entities of the France
its entities. This encompasses the
Telecom – Orange Group or even the
publication and the moderation of
Group itself. Please note that all the about community these pages/accounts. Detailed
other best practices described in the
managers tasks of administrators are to
previous chapter (see social media be found in the relevant job
usage tips for all Orange employees Community managers are the point descriptions which have to be
and contractors on page 16) are of contact for the communications established by line managers
also applicable to this other group of for each administrator;
department with regard to social
employees.
media DIRCOM coordination. They
4. contributors are not community
are either content producers/owners,
managers per se but they also
creating accounts, administrators or page/account produce content for some of the
profiles or pages on owners in the case of Facebook Group’s social media spaces.
or Twitter. It is possible that a For instance, employees who
behalf of Orange community manager fulfils all three write content for a corporate
functions at the same time; blog24 are contributors. Those
1. coordination: creating a new blog,
Facebook page, Twitter account 1. professional vs. personal writing comments, blog posts,
or official profile or account in involvement: when representing articles etc. on behalf of official
any other social media platform Orange, community managers Group and/or third party pages
on behalf of Orange implies that are de facto acting as are all considered contributors
you are entitled to do this and/ representatives of the Group too. “Contributor” profiles can be
or that you have liaised with your or one of its entities and not as created specifically for those users,
individuals. This is applicable to namely on blogs. Contributing
communications department.
the work being carried out on bloggers are not allowed to
This is necessary to ensure that
the Group’s own platforms and publish content but they can
there is sufficient coordination
also on third party platforms submit their writings/blog posts for
with our Group social media
such as Facebook, Twitter etc., approval. On other platforms, such
presence and engagement;
as Facebook when walls are open
2. naming accounts, pages and 2. page/account managers initiate to the public, contributors are
profiles: it is essential that you the creation of a blog, Facebook allowed to post without submitting
comply with all brand guidelines page or Twitter account, or a their text for approval. In this
related to social media. Such page/account from any other particular case, rules of conduct
guidelines are to be found on social media platform or service. described in the previous chapter
the Orange brand site as well Page/account managers are also have to be taken into account.

24
Check http://blogs.orange-business.com


[EN] Social Media handbook

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[EN] Social Media handbook