How rules of engagement protect your brand online

The common definition of "Rules of Engagement" (ROE) is a military one. From wikipedia: "Actions a military commander may take without consulting a higher authority, unless explicitly forbidden (sometimes called 'command by negation') and second, actions that may only be taken if explicitly ordered by a higher authority (sometimes called 'positive command')."

What the heck does that have to do with your Web presence? Everything.

Note the definition: Actions that may be taken without consulting a higher authority, and actions that may only be taken if explicitly ordered. Given the freewheeling nature of the Web, companies and organizations must create some sense of order so that - as my colleague Sean Fitzpatrick is bound to say - there is "freedom within structure."

We commonly find that companies that are otherwise well-run have never created Rules of Engagement for their digital media teams. The result: Dilution of brand values, and a lack of consistency that is obvious to the user. In other words, lack of ROE leads directly to poor user experience - or worse.

Companies that allowed the Web to grow "organically" - which is to say, with no rhyme or reason - struggle the most with ROE. Managers are loath to approach staff who have become accustomed to doing whatever pleases them on the company Web site. This is a serious mistake.

The ROE conversation (here are the rules we all need to abide by, in terms of workflow, approval, tone) is not an easy one, but it is crucial. Avoiding the conversation, and the subsequent rules, will inevitably damage your brand.

The Web is rife with embarrassing missteps that companies would never have allowed to see the light of day in print or broadcast. Protect your brand by creating ROE, and enforce those rules. The issue is serious enough to merit a signed agreement, with termination as a consequence if staff deliberately ignore the rules.

ROE are a natural byproduct of Web strategy. Let us know if you need help establishing them.