Burak Bakay

• All notifications, messages and emails must be answered within three hours during business hours and within 12 hours during off-hours. If it is not possible to provide the standard reply, the matter shall be brought to the attention of the brand, Digital and possible related parties within these timelines, and the reply process shall be followed up.
• Insulting and/or vulgar messages and spam must be deleted. The reply protocol shall be followed. Other moderation settings of Blacklist and Facebook must be updated according to the directives received from Digital.
• Complaint messages written in appropriate language should not be deleted. They shall be answered within the timelines stipulated above along with an official page avatar, after requesting an appropriate reply from the Customer Notification System or any similar customer care center.

• The following types of messages shall be deleted immediately and the sender banned:
  • Messages that contain vulgarity, violence, spam, advertising, insults, aggression or defamation
• Messages that are deleted immediately
  • (The user is not banned) Content regarding the competition (positive or negative)
• Messages that are hidden and replied to with a Customer Communication Center (CCC) link
  • In cases when a foreign object is found inside the product, or when the question is one we would not want others to see
• Messages that are replied to in a way that others can view
  • Reasonable questions, matters that arouse interest, information requests, questions that are suitable for CCC or Corporate Communication to answer, etc.
• Messages that are not replied to
  • General messages that express pleasure, messages between users, and normal reactions to the entered content
• NOTE: In cases when the appropriate course of action is not immediately clear, action may be taken after obtaining the opinion of the brand and Corporate Communication or another related person.  

• Contents and replies must comply with the standards stated at the https://www.facebook.com/communitystandards/ address, and action must be taken in regards to user messages and replies that do not comply.

• The relevant Facebook account must be mentioned (clickable blue link) when referring to another The Digital Agency brand, brand character or an establishment/institution/organization related to the brand. Official Facebook accounts can be viewed on the Favorite pages on The Digital Agency’s Facebook page.
• Proposed text in the content plan or coming from the brand/Digital must be rechecked for orthographic or spelling mistakes prior to entering.
• Large text templates must be avoided on the page, wall, information or in the applications; the text should consist of a couple short sentences like in Twitter.

• The tone of the content or replies shall not be corporate, distant or official; it must be sincere but discreet at the same time. It may vary according to each brand’s communication tone.
• A maximum of three entries shall be permitted per day. The target shall be one entry per day during the week.
• Planning and entries must comply with the guidelines on content plans and Excel report files.

• Content Plan and Plan Guidelines sheets shall be sent to the brand and Digital in the form of Excel files on the 20th of each month, to be used for the following month.
• The revision process with the brands shall be completed before the beginning of each month, and written approval from the Director must be obtained from each brand.
• In the event of a lack of reply from the brand, a reminder email shall be sent every day.
• Sheets 3, 4 and 5 with the title “Report” shall be delivered to the brand and Digital on the 10th of each month, containing the previous month’s report. In the event of failing to meet targets, an explanation shall be provided as to the reasons, and recommendations/actions shall be proposed to improve KPIs.
• The Agency must fill out all the orange-colored columns/cells for the related period of the related sheets in the Excel file.

• KPIs in the Objectives field are given points for three-month averages, not for the previous month’s.  According to this calculation, a minimum of three percent growth is projected in three items each month.

• Users must click on the Participation Rules box when registering with the application (it should appear on the screen without an indicator). It should be possible to view the Participation Rules within the lightbox after clicking.
• After the winners have been determined, they must be notified within 24 hours via email and SMS following the announcement on Facebook and Twitter. The notification must provide information on when they will receive the price (e.g., 15 business days).

• A cover photo that includes a call-to-action for the Facebook page of the related brand shall be prepared during the campaign. Specifications: https://www.facebook.com/help/125379114252045
• Content updating shall be provided on the Facebook.com/The Digital Agency address so as to direct consumers to the campaign. There shall be campaign visuals that are connected to the content suggestions and that contain call-to-actions.
• The application shall encourage the user to “like” the brand’s page and then suggest that the user also “like” The Digital Agency’s Facebook page (however, it should not be compulsory).
• There shall not be any Facebook or Twitter pages used for seeding purposes in the name of the campaign or its characters. The Digital Agency would like to include its campaign communications at the bottom of the brands’ pages.
• Each page shall have a unique URL. URL-Rewriting and Deeplinking shall be performed on flash sites to ensure that each page has an address. Articles pertaining to Flash pages shall apply to Facebook Apps as well.
• There shall be a “Share” button on all website and campaign pages as well as on the Facebook App section.
• Messages coming from Facebook must be tested after “Sharing.” Turkish character mistakes or unwanted messages must be avoided. A test shall be completed to check whether the appropriate thumbnail is displayed when the related page is shared on Facebook.
• The number of shares in the campaign shall be reported. The number of shares on Twitter, the “likes” and the number of Facebook profile updates shall be reported as campaign success indicators.
• When logging into the Facebook App, there shall be a (compulsory) “like” suggestion for the related brand page.
• Following the application processes, information such as name, last name, email, age and gender that are included in the Membership Registration section shall be obtained; permission must granted to be contacted by
• The Digital Agency (checkbox); and the conditions in the Form Standards section of the document must be applied (except for the Password section).
• The Facebook App shall include a Google Analytics code, which will be obtained in a manner that counts page views and interactions as mentioned in the Flash Articles.
• The Agency shall be liable for all actual, legal, licensing, pecuniary and non-pecuniary responsibilities for all comments and interactions made by consumers under the related brand/campaign account for the duration of the social media campaign and for the duration of the update agreement.
• All social media accounts opened by the Agency shall be approved, and their access information, current passwords and administrative authorizations shall be provided to the related project manager.
• The opening of fake user profiles must be avoided; comments and likes must be obtained only from real users.
• Terms and Conditions of Facebook or related social media shall be taken into consideration in regards to all proposed actions ( https://www.facebook.com/page_guidelines.php / https://developers.facebook.com/policy/ …).
• Promotion rules must also be taken in consideration when conceptualizing campaigns.
• Facebook pages shall include sections that correspond to the Favorite Pages of Facebook.com/The Digital Agency and other brands.
• Participation Rules shall be prepared in keeping with the template participation rules in the Digital Standards.
• The Participation Rules section shall have an Article stating, “The Digital Agency (The Digital Agency or the brand) reserves the right to change the campaign conditions at any time and in any manner.”

The Digital Agency strives to produce accessible, impeccable, fast-working and compatible interactive web pages, social media applications and digital projects that conform to modern Internet and social media standards, that are able to present the brand’s desired content with adequate visuals and grace, that are consistent, and that meet current requirements.

We will partly share our digital standards with you to provide you an overview of our technical and detailed approach.

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