Revised Citrix Corporate Social Media Guidelines

Social media continues to transform the way Citrix employees do business, enabling new ways to connect, communicate and establish meaningful relationships with others around the world.  While social media is often associated with the most popular platforms – such as Facebook, Twitter, Instagram, LinkedIn, and blogs – it also includes wikis, microblogs, message boards, chat rooms, electronic newsletters, online forums, other social networks, and services that permit users to share information with others in a contemporaneous manner.

These guidelines are intended to provide direction to employees on best practices for professional use of social media on behalf of Citrix as well as personal use of social media when referencing Citrix.  Citrix and its employees should strive to use social media in a manner that is both consistent with and promotes Citrix’s core values of Curiosity, Integrity, Respect, Unity and Courage.  Using Citrix’s core values as guiding principles will enable employees to take advantage of social media’s many business benefits, while also representing Citrix in the best possible light.

*** Please note that these guidelines will grow and evolve along with social media and may be modified by Citrix from time to time, so be sure to check back often for updates.

Social media can provide ways for Citrites to stand up for the things that matter, build trust and authority for Citrix employees and the Citrix brand, and cultivate strong lasting relationship with key audiences and users. Because engaging in social media is not only a great opportunity, but also a great responsibility, keep the following in mind:

Be Yourself. Social media is about connecting real people with real people. Write in the first-person and leave your sales pitch and overtly formal tone at the door. Let your personality shine through in your communications; after all, people are the centerpiece of social media. It's important to remember that while you represent yourself on social media, you also represent Citrix and other Citrix employees across the globe. So be sure that what you share is in line with the Citrix brand, the Citrix Code of Business Conduct, and your personal standards.

Search engines and other technologies make it virtually impossible to take something back. Be sure you mean what you say, and say what you mean.

Confidential information includes all non-public information about Citrix or third parties (for example, other companies, customers and employees) regardless of materiality. This includes information that might be of interest, or of use, to competitors or harmful to Citrix or our customers, partners or vendors if improperly disclosed.

You are expected keep all Citrix information confidential and to only use this information to do your job at Citrix. In addition, you are expected to use all reasonable precautions to ensure that confidential business information is not disclosed to unauthorized persons or used in an unauthorized manner. This means that you cannot share non-public Citrix information outside of Citrix in any way, including via social media

Importantly, your responsibility to protect confidential information applies whether or not the information is labeled or designated as proprietary or confidential, and it applies even after you have left Citrix.

The Citrix logo and trademarks may only be used within brand guidelines. Anything related to Citrix policy, strategy, financials, unreleased products or any other undisclosed information cannot appear in your social media activity under any circumstances. Disclosing confidential or proprietary information can negatively impact our business and may result in regulatory violations for Citrix.

Consider everything you post to the Internet the same as anything you would post to a physical bulletin board or submit to a newspaper. Many eyes may fall upon your words, including those of reporters, consumers, your manager and the competition. Assume that all of these people will be reading every post, no matter how obscure or secure the site to which you are posting may seem.

If you believe that you or anyone else may have disclosed confidential information or otherwise misused Citrix assets, even if inadvertently, you must disclose this to Citrix’s legal department immediately.

Unless you have been authorized by Corporate Communications, you cannot speak on behalf of Citrix. Do not portray yourself as a spokesperson, even an "unofficial" spokesperson, on issues relating to Citrix. Realize that people may likely form an opinion about Citrix based on the behavior of its personnel.

These guidelines are meant to help the employees of Citrix to use social media in a conscious, positive way; however, you are ultimately responsible for your own actions. If you ever have doubt about what you’re about to publish via social media, always take a step back, review this document for guidance and, if you’re still in doubt, consult with the Citrix Social Media Team or the Citrix Legal Department.

Building trust and authority is key to establishing meaningful social media relationships. When you communicate about topics relevant to Citrix, be sure to identify yourself and, when necessary, your role at Citrix. Any time you state that you're an employee of Citrix, other users could view your opinion as an official position from Citrix. Make sure you share factual, non-proprietary information that won't potentially damage you or Citrix. If you're publishing your own blog, comments, profile, or other online content, consider including the following disclaimer language: "The views expressed here are my own and do not necessarily reflect the views of Citrix."

When you choose to publish your opinions via a personal blog post or social media update, you are responsible for your commentary. Specifically, you can be held personally liable for any commentary deemed to be defamatory, obscene, or proprietary (whether pertaining to Citrix, individuals, or any other company). For these reasons, avoid exaggeration, colorful language, guesswork, obscenity, copyrighted materials, legal conclusions, and derogatory remarks or characterizations.

Contests that leverage social media are becoming increasingly popular with marketers. When executed correctly they can provide a creative and fun way for brands to engage with their customers and fans. There are some very specific things to consider when implementing a social contest. Most contests, whether they are social or not, are governed by specific laws and requirements depending upon the region in which the contest takes place. It is important that you understand all the rules governing social contests before you launch one. Please contact the Social Media Team for specific guidelines.

An easy way to remember what you can post on social media, generally, or on Citrix-hosted channels is the industry standard "Good, Bad, not Ugly" rule. Citrix encourages comments or user content that is positive in nature and adds to the discussion at hand. And, in the spirit of good debate, Citrix also encourages content that is critical but related to the conversation. However, content that includes spam, off-topic comments, or offensive language will be deleted and users may be limited from future posts.

Most social sites or networks allow users to share their opinions, provide feedback, or submit user-generated content. This is true on external sites and also those hosted by Citrix. Content of this nature can include comments on blogs or posts on Facebook, as an example. If you manage a social platform for Citrix or you submit Citrix content via social media, you are required to continuously monitor and moderate each for the specific types of content listed below.

Furthermore, if you manage a digital property – such as a website or mobile app – that includes an automatic feed from a social media site, you must ensure that types of content listed below can be moderated or filtered before being published.

Spam
Overtly off-topic posts and content shared for the purpose of driving traffic to a particular website for personal or monetary gain is not appropriate and should be deleted.

Offensive Language
Citrix asks community members and users to refrain from offensive language, personal attacks or being disrespectful of others. Any offensive language that appears on Citrix-hosted platforms will be deleted.

Intellectual Property
Citrix requests users to post only content that belongs to them, or that they have expressed permission to use.

Social media allows employees to demonstrate respect for each other and our communities.

Avoid posting materials or comments that may be seen as offensive, demeaning, inappropriate, threatening, or abusive. Acknowledge differences of opinion. Respectfully withdraw from discussions that go off topic or become profane.  Avoid picking fights, addressing rumors or fueling a flame war. It’s ok to discuss topics regarding Citrix competition—or address the competition directly—but be sure to do so in a manner that is respectful of others and consistent with our Code of Conduct.

Social Media is a Two-Way Conversation. Many brands and individuals use social media as a platform to simply shout their message to the masses. While social media can be used as a platform to broadcast information, its core function is to enable two-way interactions between people. It's best to listen to what others are saying on social media channels, respond to their questions or concerns, and solicit feedback when it makes sense. This two-way communication can lead to deeper, longer-lasting relationships and likely even provide valuable business insights in the process.

Any conduct that would not be acceptable in Citrix's workplace is not acceptable in internal or external social environments. Please ensure that you have read the Citrix Code of Business Conduct and be sure to follow it.

Citrix respects the intellectual property rights of others and asks that you do the same in your social media activities.  Do not submit unauthorized content to any social media platform or permit others to do so.  Unauthorized use of third party intellectual property may expose you and Citrix to civil and criminal liability. 

Always protect the privacy of our employees, customers, and business partners. As part of our business, Citrix may, from time to time, collect and retain personal and confidential data about our employees and about our customers and business partners and their employees, customers and vendors. Personal data includes any information relating to an identified or identifiable person, or that is linked or linkable to an individual. This can include information about a person's education, finances, employment information or personal health. Common types of personal data include names, addresses, telephone numbers, Internet protocol addresses, dates of birth, social security and other identification numbers and credit card or bank account numbers.

Protect your co-workers and our partners by refraining from sharing their personal information or any conversations or statements unless you have their written permission to do so. Bringing someone else into an online conversation without their permission can be destructive to a relationship, cause misunderstandings or violate laws, commercial contracts and/or confidentiality agreements.

Citrix encourages employees to write blog posts on company blogs that are helpful to our prospects, customers, shareholders and employees. In addition to these Social Media Guidelines, and the Citrix Code of Business Conduct, there are additional considerations that must be taken:

  • All blog posts must be reviewed by an editor on the Citrix Social Media team before being published;
  • All competitive and company news blog posts must be reviewed in advance by the Citrix Corporate Product Marketing and Corporate Communications teams;
    • Competitive blog posts are defined as any blog posts that directly or indirectly reference a competitor of Citrix or Citrix products
    • Company news blog posts are defined as any blog posts that are official company statements related to corporate news, mergers and acquisitions, earnings, the Citrix Executive Leadership Team, Board of Directors or that are in support of product announcements

Blog Do’s and Don’ts

To help you while you are writing blog posts, creating content or engaging on social media channels (e.g. Twitter, Facebook, LinkedIn), here are a series of do’s and don’ts:

DO:

  • Interact as a Citrix employee
  • Be authentic
  • Be factual
  • Be technical if needed
  • Be respectful
  • Reply to comments on blog posts that you publish within 24 hours of the comment being left
  • Be interactive and respond to comments, but do not respond to negative opinions and comments. If we need to factually correct such comments, respond with data only, no opinion or questions.

DON’T:

  • Do not be sarcastic – sarcasm doesn’t translate well in writing
  • Do not be short or testy
  • Do not get personal, or take anything personally and react quickly and/or inappropriately
  • Do not get into head-to-head/back and forths with competition over social channels
  • Do not share NDA content
  • Do not share customer wins unless approved by customer marketing
  • Do not share quarterly information before an earnings call
  • Do not share numbers that are not publicly communicated by Citrix
  • Do not share images that are not owned by Citrix or allowed under a Creative Commons license
     

Social media can be used to fuel our employees’ innate curiosity. Citrix encourages employees to use social media in the following ways:

Share Your Expertise. You hold valuable knowledge, viewpoints and expertise in your field, and this should be your main focus when you engage others via social media. It's ok to talk about topics outside of your main area of expertise, but if you do so, be sure to let people know that you're simply voicing your personal opinion.

Citrix Corporate Social Media team is here to help you make the most of your social media contributions. Reach out for training, guidance, and tips to help promote Citrix as well as build your personal brand as a subject matter expert.

Not only is social media a two-way conversation, it's also a valuable tool for learning and professional development when used appropriately. Learn how to use social media to find other subject matter experts and grow your knowledge.

Citrix--as a business, as an innovator and as a corporate citizen--makes important contributions to the world, to the future of business and technology, and to public dialogue on a broad range of societal issues. Because our business activities provide insight and innovation for business, government, education, healthcare and nongovernmental organizations, it is important for Citrix and Citrites to share with the world the exciting things we're learning and doing, when the timing is appropriate. Provide worthwhile information and perspective. Citrix's brand is best represented by its people and how we work.

Use of social media may present circumstances where employees should the courage to reach inside themselves to try things that are new or raise concerns about issues.

If you spot a potential issue and have any concerns or believe an official Citrix response may be needed, bring it to the attention of a member of the Social Media Team team or the Legal department as soon as possible. Potential issues can often be resolved more effectively and efficiently if they are identified quickly.

Did you mess up? It happens. If you make a mistake, admit it immediately. Apologize if you need to. Be upfront, and correct the error or any misinformation as soon as possible. We do not recommend deleting your original post, but instead link to it in your correction. If you're posting to a blog, you may choose to modify an earlier post--just make it clear that you have done so.  If you feel your error may put Citrix at risk, contact the Citrix Social Media Team or Citrix PR for assistance.

Once you've read and understand these social media guidelines, take the plunge. Jump in. Update your personal social media accounts where you feel it's appropriate and participate. Showcase Citrix and the work you do to the world!

Social media is an opportunity for us to worki to make something better together.  We also have to work together to ensure that we are promoting Citrix’s values and responsibly using social media.

What do our policies mean? They mean that we trust you. We bring smart people into the Citrix family and we expect you to make smart decisions. This means that you are both the person in the best position to tell the world why Citrix is such an amazing place to be and the person best suited to protect Citrix from harm.

Each social media platform or network has unique terms-of-service that dictate how individuals can use the channel. Be aware of each individual platform's rules and play by them, otherwise, your account may be at-risk and Citrix as a whole could experience negative ramifications as a result. Furthermore, understand and adhere to our Code of Conduct and all applicable laws in your region as they relate to social media and communications as a whole.

Our Social Media team can help you decide if something is permissible to post. They can also review your LinkedIn profile for you to make certain you aren't inadvertently providing too much information. If you've got questions, the Social Media team has answers.

Press Inquiries: Personal blog posts and social media updates that contain Citrix information may generate media coverage. If a member of the media contacts you about a Citrix-related blog post or social media update, contact the Citrix Public Relations (PR) team immediately. You should also reach out to the PR team if you question whether specific information has been publicly disclosed before you write about it.

Customer Inquiries or Concerns: Remember that we have a dedicated team tasked with responding to customer inquiries or criticism. Our official Citrix Social Media Team is responsible for engaging customers through our social media channels. To avoid confusion, we ask that you not attempt to respond to customer inquiries or comments directed specifically to Citrix or asking for an official Citrix response on this site. Instead, please reach out to the Citrix Social Media Team.

Branded accounts on social networks can provide numerous benefits; they are often a great way to share information and connect directly with customers, yet they do require a minimum resource investment to be effective. Before creating any Citrix branded social account, please contact the Citrix Social Media Team for some helpful tips and to be included in various other social marketing opportunities.

Use company-established channels for job-specific issues. While we encourage employees to join our public social media channels/communities and participate in conversations with our customers and other users, we also encourage you to direct your complaints or concerns about your job or working environment to your manager, human resources, and internal social networks.

Citrix managers and executives have a heightened responsibility when participating in online environments. By virtue of holding a management position, a manager must consider whether personal thoughts may be misunderstood as expressing Citrix positions. And a manager should assume that his or her team will read what is written. Public forums are not the place to communicate Citrix policies to Citrix employees.

Have Questions?

Do you have questions about these guidelines or other social media issues? Feel free to contact the Citrix Social Media Team at socialmedia@citrix.com. We are here as a resource for you. Now go out, get online, and have some fun.