Social media guidelines
Are you active on social media as a KLM employee? Insights into your life and work can contribute to KLM’s brand perception and reputation. Like! But this comes with responsibilities. You probably have a good idea of what you may or may not do. But sometimes it’s tricky and there are a few things that are not allowed. These social media guidelines will help you, whether you post occasionally or vlog daily; whether you work at KLM, KLM Cityhopper or KLM Health Services, in the cabin, cockpit or on the ground.
Safety and security first
Say you work as a gate agent and you show online, minute-by-minute, what your job involves. Interesting, but also unfortunate if there are people with bad intentions. Or suppose you work as a cabin attendant and you share so much about your private life that your followers know roughly where you live and which flights you'll be leaving and returning home on. Someone with bad intentions could start looking for you outside working hours, or pay a visit to your home when you are at work. Or say you are so busy recording a video, that you don’t notice you are getting in the way of your colleagues.
In short: stick to the safety and security rules, watch your personal safety and make sure you don't disrupt operations. Your safety and security, and that of our customers and your colleagues, comes first.
That's why you should never:
• Post recognisable pictures and/or name crewhotels, so you don't compromise the personal safety of KLM staff when travelling.
• Film or photograph security facilities on KLM premises, in buildings, hangars, warehouses, etc.
• Share images taken during (safety) training. As a trainee, you want to feel comfortable making mistakes so that you can learn. Without the right context, these kinds of images can have a negative impact on KLM's reputation.
Photos and videos on the ground
Taking photographs or filming video should never interfere with operations. Always make sure you follow the rules of your division. At KLM Cargo, for example, there is a general ban on photography and filming. You may take photos or record videos for the purpose of reporting an incident and/or damage. Promotional material or news reports require prior permission from authorised management.
At home and abroad
Travelling brings you into contact with other cultures, manners and codes of conduct. If you fly to countries with different norms and values, be aware that certain apps (e.g. dating apps) may be forbidden. Local authorities could question you about this. In the worst case, criminal or other sanctions may be imposed.
Remember too that it may be prohibited to photograph and film in certain locations, both at home and abroad, e.g. government buildings, airports, embassies, religious sites, etc. Also, make sure that you keep government officials, military and police officers, etc., out of the picture and off social media.
Be careful about expressing your opinions
There's a lot happening in the real world as well as online. It's only logical that you want to join in. Liking an image of a funny kitten or commenting on someone's holiday is fine, of course, even if it's clear that you work for KLM. But be careful about what you say in discussions. Keep your own and KLM's interests in mind in everything you post or comment on. If you regret a social media post and want to remove it later, it may not always be possible, especially if screenshots of it start circulating.
TIP: Want to express your opinion on something that you care about but is also associated with KLM? Then make it clear that you're speaking on your own behalf and that your post or comments are separate from KLM and your position there. You do this by stating in your profile or bio that you are posting in a personal capacity. Of course, in that case you should still bear your own and KLM's interests in mind.
Aggressive, discriminatory or racist comments are not tolerated in the workplace, so do not share posts of this nature on social media. You can be traced back to KLM and you therefore represent KLM on social media.
KLM’s social media channels
Our global social media service team handles interactions between KLM and customers on our official social media platforms. Leave discussions with customers or other followers to them and don’t get involved. If you come across complaints or compliments about KLM elsewhere, or posts about KLM that are incorrect, do not respond yourself but pass the information on to Media Relations (socialmediaguidelines@klm.com).
If you have a work-related question of your own, then pose it on our internal channels, such as Viva Engage. You can always talk to your manager or your colleagues, of course, even if you have feedback for KLM.
Help one another with the guidelines. Have you spotted something about KLM on social media that you have doubts about or that is not in line with these guidelines? Discuss it with the employee concerned, or consult your manager. Do you have doubts about a social media post of your own? Then discuss it with your manager. If you can't work it out together, email Media Relations at socialmediaguidelines@klm.com.
You are and remain responsible for what you share on social media. If you fail to adhere to the above guidelines, you will be asked to remove communications/posts. Depending on the situation, sanctions may follow, including disciplinary measures or, in repeat or serious cases, possibly dismissal.