Response Guide

Responding to Questions

It is important that any information you post or respond to has all the correct facts and information. Try and direct questions to the appropriate channels to which the question is referring. Plus, there is no shortage of subject matter experts at UCLA, so if a question is about a topic you can tie back to resarch or discoveries at UCLA, or to a subject matter expert at UCLA, even better!

For example, if you receive a question regarding admissions, an appropriate response would be, “Hi, XXXX. If your question is admissions-related please complete and submit the form at https://ucla.in/2k8uceC

Code of Conduct

Everyone has the first amendment right to speech; even hate speech is protected by the constitution. However, there will be times when you may need to take action on a particular post. UCLA has a code of conduct, and we reserve the right to block or delete any content that violates it, including the following:

  • – The use of language to create a hostile and intimidating environment.
  • – Comments that contain personal attacks about the post author or other commenters.
  • – Comments that contain discriminatory or harassing language.
  • – Comments that contain personal information such as home addresses and phone numbers.
  • – Posts that promote events, products or services unrelated to UCLA

UCLA’s social media channels are part of our brand. When you represent the university on social media platforms, it’s important to follow:

Crisis Communications

In the case of an emergency that impacts or involves the campus community, hold off on posting and defer to the Bruins Safe Online for communication updates, reference materials, and instructions. You can follow UCLA BruinAlert on Twitter here.

DO NOT POST any crisis-related communications outside of official messages from the UCLA Office of Emergency Management.

Reporting and Response

Social media managers are often the first to come across conflict or crises. This can include posts about an emergency on campus or tweets showing signs of emotional distress/anger from a student. If you see a post that gives you cause for concern:

1. Do not respond. 

2. Save a screenshot for your records. Note the date when it was originally posted and
who posted it.

3. Notify the appropriate person/group:

4. CC the Office of the Campus Counsel as to the appropriateness of removal of the post and
taking further action.

5. CC Strategic Communications at socialmedia@ucla.edu so we are aware of any issues which may affect other groups/departments.

6. Delete/hide if it violates our Code of Conduct. Respond if the appropriate group has provided a statement.

In some cases, like student complaint or accusations of discrimination/misconduct, for example, you may respond that a person from a specific department will be contacting them via private/direct message. 

Confidentiality

Members of the UCLA community are personally responsible for their words and actions. As online spokespeople, you must ensure that your posts are completely accurate and not misleading and that they do not reveal non-public information about UCLA. Exercise sound judgment and common sense, and if there is any doubt, DO NOT POST. It’s perfectly acceptable to talk about your work and have a dialog with the community, but you do not want to disclose anything that contains confidential, proprietary, personal or private information about UCLA, its employees, students, affiliates, vendors or suppliers.