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ARTICLE · 06 SEPTEMBER 2016

Taking On Twitter Trolls: Handling Hostile Social Media

Norton Rose Fulbright Canada LLP
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Social media can be a wonderful platform to interact with customers. Amongst other things, it can promote positivity, as well as provide direct interaction with customer service.

CanadaEmployment and HR
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Social media can be a wonderful platform to interact with customers. Amongst other things, it can promote positivity, as well as provide direct interaction with customer service. However, it can also be an avenue for derogatory, abusive, offensive, and inappropriate statements about your employees. How you handle the legitimate complaints and trolls is important for any employer with a social media profile.

Employers have an obligation to maintain a harassment free workplace. As one recent arbitrator found, this obligation can extend to comments posted to an internet site controlled by the employer.

In Toronto Transit Commission and ATU, Local 113 (Use of Social Media), Re, 2016 CarswellOnt 10550 an Ontario arbitrator found that the Toronto Transit Commission (the "TTC") had "failed to take all reasonable and practical measures'' to protect its employees from derogatory comments tweeted to the @TTChelps handle.

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