This guide to social media best practices is for each and every one of Crédit Agricole Groupe employees. As work colleagues, they are the leading ambassadors of Crédit Agricole Group on social media. Today, on social media, there are millions of conversations happening online 24 hours a day, 7 days a week. These conversations are going on in forums, blogs, wikis and social network platforms. They have completely changed the way we work and communicate on a personal and professional level. While they allow to speak more freely on all the issues that are important, they are also the source that builds e-reputation. They also give the opportunity to listen and share your thoughts and ideas more directly with colleagues and stakeholders. The purpose of this guide is to give the keys to help our colleagues master social media. Whether they're experts or novices, hesitant or raring to go, they’ll find good advice in this guide to avoid the pitfalls while also seizing all the opportunities.

1. GUIDELINES
SOCIAL
MEDIA

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Today, on social media, there are millions of conversations
happening online 24 hours a day, 7 days a week.
These conversations are going on in forums, blogs, wikis and
social network platforms.
They have completely changed the way we work and
communicate on a personal and professional level. While they
allow you to speak more freely on all the issues that are
important to you, they are also the source that builds your e-
reputation: your online image. They also give you the
opportunity to listen and share your thoughts and ideas more
directly with your colleagues and stakeholders.
The purpose of this guide is to give you the keys to help you
master social media. Whether you’re an expert or a novice,
hesitant or raring to go, you’ll find good advice in this guide to
avoid the pitfalls while also seizing all the opportunities
available to you.
FOREWORD
This guide to social media best practices is for each and
every one of you, whether you’re an employee, intern, work-
study participant, etc... of Crédit Agricole Group.
As work colleagues, you are the leading ambassadors of
Crédit Agricole Group on social media.
DEFINITION
“Social media” is a broad term
that covers a technology and
social interactions involving the
creation and posting of text,
images, video and audio content.
WHY USE SOCIAL
MEDIA
FIRST STEPS
WHERE TO FIND
INFORMATION
ENGAGE THE
CONVERSATION
1
3
4
2
4 STEPS TO
MASTERING
SOCIAL MEDIA

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24%
of global internet
users use social
media for work.
1h 17mn
The average time
spent on social media
each day in France...
The record goes to
the Philippines with an
average of 4h 12mn
per day!
10%
of the French use
social media for work.
48%
of the total time spent
on the Internet was on
mobile phones in 2019
(+6.1%vs. 2018
*Source : Digital 2019 by Hootsuite et We Are Social
KEY FIGURES
3.4
billion
social media users, i.e. 45%
of the global population, up
9% from 2018
83%
of social media users have
been active in the last month.
You can use social media not only to boost
your visibility and employability, and to stay
informed, but also to take back control
over your image.
WHY USE SOCIAL
MEDIA?
What is your e-reputation?
When you create a profile on a social
network, you can then interact with
other internet users who have the
same interests as you, either
professionally or personally.
A carefully managed social media
presence can increase your visibility
and employability.
These new forums for discussion
have also given rise to a new
concept: e-reputation. An e-
reputation is the image of a brand, a
person or a company on the Internet.
It is forged over time by all the
actions and content placed online.
1
Your e-reputation
You leave traces wherever you
go!
Your birthdate on Facebook, posts on
social networks, comments, articles on
your blog, CV on LinkedIn... You leave
traces of yourself, and your friends and
family, without even realizing it.
Your e-reputation is thus formed of the
information that you have provided,
voluntarily or not, to social media.
That said, you have the opportunity to
determine what can be seen online
using the confidentiality parameters of
your profiles and posts.
Anything you post online remains
accessible for several years and can
potentially be re-used later without
your approval.
An e-reputation is something that is
moulded and optimised each day!
Staying off social media does
not necessarily mean you
have a clean e-reputation!
Active or not, others can talk
about you and build your online
image for you.
A company’s e-reputation is the
image that internet users perceive of
the brand. It is forged from the
content placed online.
As an employee, when you
speak about Crédit Agricole
Group or one of its brands on
of its brands on the Internet,
you are contributing to its e-
reputation!

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Whatsapp
Send messages to one
or more contacts via the
Internet
Pinterest
Pin images, save
them
to “boards” with a
common theme, and
share them
Tiktok
Create, record and
share short music
videos
Snapchat
Share “auto-deleting”
photos and videos
Facebook
Messenger
Chat with anyone
on Facebook
Youtube
Watch, share and
comment on videos
Facebook
Connect with friends and
family, brands, media,
etc.
Instagram
Touch up and share
photos and short
videos
Twitter
Share and receive
information in short
messages (tweets)
LinkedIn
Connect with a
professional
network
Telegram
Send secure, heavily
encrypted messages and
content
Private use Professional use recommanded
*Source : Digital 2019 by Hootsuite et We Are Socia
AND IN OTHER PARTS OF THE
WORLD?
In China, and in Asia at large, WECHAT (an
instant messaging app), WEIBO (China’s answer
to Twitter) and QQ (another instant messaging
app) are the main social media platforms used. In
Russia, Facebook has been dethroned by
VKONTAKTE, and in Japan LINE is wildly
popular as a clever blend of WhatsApp and
Facebook.
DID YOU KNOW?
The French are active on an
average of 5.8 social networks.
How about you?

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TAKING YOUR FIRST
STEPS ON SOCIAL
MEDIA
Ready to get started on social media? Here are
a few tips on creating your account with peace
of mind.
2
Behind each social media
user lies a real person.
To create your account, you’ll need
a valid e-mail address, a picture that
shows you at your best, and a user
name (your own name is generally
recommended). For the rest, just
follow the guide.
General terms and
conditions of use
We recommend that you familiarise
yourself with the general terms and
conditions of use of the social
media platforms you like to
frequent.
IDENTIFY THEFT
Stealing someone’s identity on social
media is a crime, punishable by law.
That’s why it’s better to identify
yourself.
Create your account
on social media
Public and private use
Social media
in the workplace

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Make sure your profile picture is recent.
You can also change your cover photo to further
personalise your profile, while remaining
professional.
Write your summary. It should be short and
simple. Put yourself in the place of a user who
does not work in your sector and is discovering
your profile for the first time.
Describe your previous work experience
and educational background. This is where
you can list your job descriptions and experience
in detail.
Describe your skills.
This will highlight your expertise and enhance
your employability. Need inspiration? Check out
the profiles of colleagues with similar jobs to get
ideas.
If you’re also targeting an international
market, you might want to translate your
profile into other languages!
Click “Add profile in another language” to gain
international visibility.
Customise your account URL to improve
your listing on Google.
Accept recommendations.
Having a hard time selling yourself? Your team
members, colleagues, partners or managers - past
and present - are the most qualified to attest to
your skills. This is where you can give them a
chance to sing your praises!
TwitterLinkedIn
GOOD INSTINCTS
ON TWITTER AND LINKEDIN
Below is an extract from the ACPR
(French Prudential Supervisory and
Resolution Authority) regulation
applicable to all banking sector
employees.
Using social media platforms at work
for business reasons – applies only
for the banking sector.
We advise you not to use your
personal accounts for business
reasons.
“Best practices define the principle of clear
issuer identification and recommend posting
content from professional, clearly identifiable
accounts created in the professional’s name or
in the name of the person authorised to
communicate for or on the professional’s behalf.
Given the immediacy of such communications
and the speed at which they are shared, the
ACPR also recommends that professionals take
care to post balanced content, particularly with
respect to the benefits and conditions
highlighted, including in cases where content
posted by a third party is shared.”
Extract from the “Revue de l’ACPR” (ACPR Review),
No. 30 (November-December 2016)

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WHERE TO FIND
INFORMATION
Information is a currency on social media:
we share it, trade it and react toit. But where
do you find it ?
3
On Twitter, LinkedIn,Facebook,
Instagram… follow the right
accounts to optimise your
experience. The posts made by
the accounts you follow are the
first things you see on your
timeline.
Before starting to follow accounts,
it’s a good idea to define and limit
the topics that interest you. You can
then search for accounts that match
your interests and editorial content,
including (but not limited to):
Your business contacts (colleagues,
clients, prospects), are an invaluable
source of information
Deciding who to follow
on social media
(business opportunities, job offers,
sector news, upcoming events, etc.).
The experts in your sector are also
great contacts, whether or not they
work for your company. Their posts
can keep you abreast of the latest
market trends, legal developments,
misconceptions in the news, etc.
Institutions and corporations also use
social media to share their news.
Your company and its managers do
too: follow them!
SHOULD YOU RESPOND TO
NEGATIVE COMMENTS
ABOUT CRÉDIT AGRICOLE?
Social networks are a vast open forum for
discussion.
Any topic is fair game for comments or
articles that may criticise Crédit Agricole.
We advise against getting involved in
heated arguments, often fuelled by “trolls”.
The company’s official
accounts are there to moderate and manage
conversations.

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ENGAGE THE
CONVERSATION
To optimise your social media presence, you can
do a lot of different things to increase your visibility
and employability.
4
Before interacting, it’s important
to define your editorial content, i.e. to
define the topics you want to address
and why.
Feel free to share your views
ontopics you know a lot about!
Social media users tend to follow
contacts with a clearly
identified area of expertise or
favourite topics.
You can also share:
Content posted by the accounts
you follow;
Content found anywhere on the
web (articles, event pics, youtube
videos, etc.);
Any social media content
Content can be shared or retweeted,
without being customised. Here we’re
talking about original content simply
shared with your community. You can
also share content with a comment that
adds your point of view or answers a
question someone asked.
You can also post content that
you created yourself by sharing
a text, photo, video or post...
Défining your
editorial content
Share your own content
Like a commenter
Share and post
#A hashtag is just a # sign followed by a
keyword or phrase. Hashtags are widely
used on social media to categorise
information, making it easier to find.
Each post can be associated with one or
more hashtags.
like
(LinkedIn, Facebook)
like
(Twitter, Instagram)
love
(Facebook)
comment
(LinkedIn, Facebook, Instagram)
reply
(Twitter)
retweet
(Twitter)
share
(LinkedIn, Facebook, Instagram
GUIDE TO
SOCIAL MEDIA
INTERACTIONS
HASHTAG

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Internet users have their preferences
when it comes to each platform:
On Facebook they like to post pictures
with comments;
Original, quality photos with multiple
catchy hashtags on Instagram;
And professional, expert posts, which
one or two select hashtags, on
LinkedIn
When should you post?
LinkedIn : morning
Twitter : mid-day, late afternoon
Facebook : lunch break
Instagram : any time
Spotlight on Twitter
Hashtags play a big role on Twitter.
They are the keywords that link your
message to a given topic.
Internet users performing hashtag
searches will be able to see your
message. Events and news stories are
often associated with an official
hashtag, either created spontaneously
or given by the event organisers, which
you should use to rally the
conversation.
A FEW TIPS ON HOW TO BE
LEGALLY PROACTIVE
ON SOCIAL MEDIA
Freedom of speech
You enjoy freedom of expression both in and out of
the workplace. That said, you may not (particularly in
accordance with the principle of good faith and the
duty of confidentiality) abuse that freedom by making
injurious, defamatory or inappropriate remarks
against your employer. It is common for people to say
“My opinions are my own” to distance themselves
from their employer, but that does not legally protect
the user.
Compliance with French law
This advice falls under the heading of common
sense: obey French law and do not post:
Hateful, aggressive or discriminatory messages,
including insinuations;
Defamatory or injurious remarks against any person
or company;
Any message qualifying as harassment against any
person;
Any message containing personal data, such as
personal contact details, unless they are your own, in
which case you assume responsibility for sharing
them;
Any message violating a person’s privacy or image
rights.
Confidentiality
As is true of everyday conversations, respecting
confidentiality is also a professional obligation on the
Internet. Never post information on social media
that you wouldn’t share outside the company.
If you’re not sure about the confidentiality
of the information in your possession, we
advise you to check with your manager or
Compliance before posting it. In addition to
professional content, be aware of intellectual
property and image rights!
Pictures, illustrations, etc.: if you make a
reference to people or where they work, you
should at the very least credit your sources!
Respecting the company’s intellectual
property and image rights
The media used for internal or external
communication belong to Crédit Agricole Group. You
may not use the intellectual property of Crédit Agricole
(copyright, trademark), such as logos, pictures,
videos, images, official documents, internal memos,
etc., without the prior written approval of the
appropriate department or, by default, the
Communication Division (reseaux.sociaux@credit-
agricole-sa.fr). The same rules governing image and
intellectual property rights also apply to the
subsidiaries and entities of Crédit Agricole Group.
Optimising your
chance of being read
BEWARE OF FAKE NEWS !
Fake news can spread like wildfire.
In a professional setting, peddlers of
fake news risk their credibility.
You can avoid this pitfall by taking the time to
fact-check your statements.
3 questions to ask yourself:
Who reported the information? Is
the source reliable?
Is the message shocking,
upsetting or controversial? People
often play on emotions to increase
their chance of going viral and
generating buzz.
Is the information conveyed by a
trusted media source (radio station,
TV channel, newspaper)? Often all
you need to do to answer these
questions is check Google.

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1. UPDATE YOUR BIO
2. USE AN ORDINARY
PHOTO THAT SHOWS
WHO YOU ARE. IN
SOME PROFESSIONS,
ORIGINALITY IS A
PLUS.
3. DEFINE YOUR
EDITORIAL CONTENT
4. PROTECT YOUR
PRIVACY AND
PERSONAL OPINIONS
5. SHARE RELIABLE,
FACT-CHECKED
INFORMATION
Find our accounts on social media by checking our social wall :
https://mediasociaux.credit-agricole.com/
FOLLOW US !
6. DO NOT POST
CONFIDENTIAL OR
UNLAWFUL
INFORMATION
7. USE THE RIGHT
HASHTAGS
8. CHECK YOUR
SPELLING AND
GRAMMAR
9. ENGAGE THE
CONVERSATION
10. INTERACT SEVERAL
TIMES A MONTH
10 GOLDEN
RULES
FOR POSTING UNDER THE
BEST POSSIBLE
CONDITIONS
If you have any questions or need further information, feel free to contact our social media teams:
reseaux.sociaux@credit-agricole-sa.fr

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BLOG
A regularly updated website run by a
blogger, similar to a journal or a diary.
See also Vlog: A blog that uses
videos as its main content.
BUZZ
Information shared multiple times on
social media to the extent that it
temporarily enters the public forum.
DEEP FAKE
A technique using artificial intelligence
to superimpose images and videos on
other existing images and videos.
Often used to spread fake news, for
example by superimposing a well-
known person’s face in a video.
FOLLOWER
A subscriber. A person who
subscribes to another person’s
account becomes one of that person’s
“followers”.
INFLUENCER
A person with a large enough digital
community to affect or influence
consumer behaviours in a given field.
MEME
An element or phenomenon that is
copied and spread massively on the
Internet.
DM
Acronym meaning “direct message”.
Used on social media to invite users to
react to the author’s post using a
private messaging service. Twitter, for
example, uses Direct Messages or
DMs.
PODCAST
A series of audio files that users can
download on demand and on
subscription. Can be taken from radio,
TV, or created exclusively for the web.
TROLL
A troll is a person who makes
disruptive comments on social media
for the sole purpose of starting
arguments and preventing reasonable
discourse.
GLOSSAIRE
RT
A “retweet” is when you share
someone else’s tweet.
To clearly indicate that the content
shared is not original content, the
retweeter can use the acronym “RT”.
“Retweet” can be used as a noun or
a verb.

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NOTES

13. GUIDELINES PREPARED BY
THE BRAND AND COMMUNICATION DEPARTMENT,
THE GROUPE COMMUNICATION DEPARTMENT
THE GROUP HR DEPARTEMENT / EMPLOYER BRAND
DEPARTMENT
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