Social Media Best Practices
Best Practices
Every account is a doorway into Norfolk State University. What you publish informs, welcomes, inspires, protects and connects.
Every NSU account follows the B.E.H.O.L.D. standard
Account Administrators
- Each department should designate two NSU employees with administrative control of its account.
- If two aren't available, designate at least one and contact Communications and Marketing for assistance.
- When an administrator leaves the University or changes roles, remove their access and designate a replacement.
Engagement Standard
Acknowledge every message — even a quick reply beats silence. 24 hours is the maximum reply window for comments and DMs on any certified account. Route anything sensitive to Communications and Marketing, but still confirm receipt.
Making Content Work
- People first — faces, reactions and real moments connect faster than graphics alone.
- Show, don't only announce — let audiences see what something feels like.
- Start strong — lead with the most interesting visual or statement.
- Create a feeling — pride, curiosity, humor or urgency gives people a reason to stop and respond.
When Things Go Wrong
Acknowledge the concern directly — don't get defensive, and state what's being done in plain language. Keep responses visible and respectful; the audience is watching how you respond, not just what happened. Only delete for real policy violations — harassment, hate speech, spam — never for criticism alone.
Full policy: Administrative Policy #50-08 (Social Media Policy).
Feel free to respectfully disagree with a position, but please do not propagate online confrontation as it reflects poorly on both the account and the University.
Brand and Visual Identity
All Norfolk State University social media administrators should be familiar with and abide by the University's Brand and Visual Identity Quick Guide. It provides important information about our branding, graphic specifications, logo usage, and other critical issues about our visual identity.