Communication Guidelines
SNAP updates, newsletters and other communications are intended to provide information and updates to the community.
To encourage constructive dialogue, volunteers are asked to allow 48 hours after a communication is distributed before raising concerns or responding publicly.
This reflection period helps ensure that responses are thoughtful, respectful and focused on the mission of supporting survivors.
For further guidance, please see the policies outlined below:
Questions, concerns or complaints regarding organizational matters must be directed to the appropriate channels.
To ensure concerns are addressed fairly and constructively, SNAP uses the following communication channels:
Operational Questions or Concerns
Questions related to programs, operations, or day-to-day organizational matters should be directed to the Executive Director.
Governance Concerns
Concerns regarding organizational direction, governance decisions, or leadership should be directed to the Board through the Board President or the Board Vice President.
Concerns Regarding the Executive Director or Board Leadership
If a concern specifically involves the Executive Director or a member of the Board, it may be directed to the Board as a whole so that it can be reviewed collectively.
Concerns should be submitted privately through these channels rather than distributed broadly through organizational email lists.
This process ensures that concerns can be reviewed thoughtfully, confidentially and with appropriate governance oversight.
Internal Email and Communication Policy
This policy establishes expectations for internal communications among SNAP members, the SNAP Board and staff.
The goal is to ensure that communication within SNAP remains respectful, productive and focused on the mission of supporting survivors.
Appropriate use of Email lists
Organizational email lists exist for the purpose of sharing official updates, resources and operational information.
They are not to be used for complaints, criticism of organizational decisions or disputes between members.
Volunteers must not send messages criticizing SNAP, its leadership or its decisions to the full distribution lists.
Mass Distribution Restrictions
Only designated individuals may send messages to the full leadership email distribution list:
- Executive Director
- Board Chair
- Individuals specifically authorized by the Board
- Volunteers should not reply-all to organizational announcements unless explicitly requested
Professional Conduct
All written communications must remain respectful and constructive.
The following are not acceptable in organizational communications:
- Personal attacks
- Harrassing, hostile or profane language
- Public accusations
- Using SNAP email lists to solicit group opposition to leadership decisions or organizational direction
Escalation
If concerns remain unresolved after direct communication, volunteers may request that the matter be reviewed through SNAP’s established governance process.
Violations
Failure to follow this policy may result in:
- Removal from email lists
- Restriction of communication privileges
- Review of volunteer’s role to ensure alignment with SNAP’s mission
These measures are intended to protect the respectful and supportive environment required for survivor-centered work.
Organizational Messaging Policy
To ensure clarity and consistency in public communication, this policy outlines who may speak on behalf of SNAP.
Authorized Spokespersons
Only the following individuals are authorized to speak publicly on behalf of SNAP:
- Executive Director
- Board Chair
- Individuals specifically designated by the Board
- Support group leaders may speak about their own experiences and work but should not present themselves as speaking for SNAP unless authorized.
Organizational Statements
Statements regarding the following must come through official channels:
- Organizational policies
- Governance decisions
- Legal matters
- Media inquiries
- Public responses to criticism or controversy
Accuracy and Responsibility
When discussing SNAP publicly, leaders should ensure information is accurate and avoid speculation.
Internal Disputes
Internal disagreements or concerns should not be discussed publicly or presented as organizational conflict.
Concerns should be addressed through internal governance channels.
Protecting Survivors
Communications must always prioritize the dignity, privacy, and safety of survivors.
Confidential information must never be shared publicly.
Social Media Policy
Leaders, volunteers, and staff often maintain personal social media accounts. While individuals are free to express their own views, communications that reference SNAP should follow these guidelines.
Speaking for Yourself
Unless authorized, individuals should not present themselves as speaking on behalf of SNAP
Where appropriate, include language such as:
“Views expressed here are my own.”
Respectful Conduct
Posts that reference SNAP, its leadership, or other members should remain respectful and constructive.
Harassment, personal attacks, or public accusations involving members of SNAP are not acceptable.
Confidentiality
Leaders must not share:
- Internal discussions
- Private communications
- Survivor information
- Organizational documents not intended for public release
Organizational Reputation
Public criticism that misrepresents SNAP or creates confusion about official positions may require intervention to protect SNAP’s mission and the well-being of the survivors it serves.
Violations
Serious or repeated violations of this policy may result in action to safeguard SNAP’s mission and the survivors it supports, including review of leadership roles.
Virtual meetings are an important way our leaders connect, share information, and support one another. To ensure meetings remain respectful, productive, and safe for everyone, the following guidelines apply to all SNAP virtual meetings.
Respectful Participation
Participants are expected to engage respectfully with all attendees. Disagreement and questions are welcome, but personal attacks, hostile language, or attempts to disrupt meetings are not acceptable.
Facilitated Meetings
Meetings will be facilitated by a designated moderator (typically the Executive Director, Board Chair, or meeting host).
The moderator is responsible for:
- Managing speaking order
- Keeping discussions on topic
- Ensuring all participants have an opportunity to contribute
- Maintaining a respectful environment
Participants are expected to respect the moderator’s role.
Speaking Protocol
To ensure everyone has an opportunity to speak:
- Participants should use the “raise hand” feature or wait to be recognized by the moderator
- Participants should avoid interrupting others.
- Comments should remain focused on the agenda item being discussed.
Time Limits
The moderator may limit speaking time when necessary to allow others to participate and to keep the meeting on schedule.
Chat Function
The chat feature should be used for relevant comments or questions related to the meeting.
It should not be used for side conversations, criticism of participants or commentary that disrupts the meeting.
Recording Meetings
Meetings may only be recorded with the knowledge and consent of participants. In many states, it is illegal to make recordings without explicit consent of all participants.
Participants may not independently record meetings or distribute recordings without authorization.
Confidentiality
Discussions that occur within leadership meetings should be treated as confidential unless explicitly identified as information intended for wider sharing.
Disruptive Behavior
The moderator may take steps to maintain order during meetings, including:
- Redirecting discussion
- Muting microphones
- Removing participants temporarily if necessary
These actions are intended to maintain a respectful environment for all participants.
Follow-Up Concerns
Concerns about organizational decisions should be raised through appropriate channels after the meeting rather than debated extensively during meetings not intended for that purpose.
These guidelines help ensure our meetings remain constructive and aligned with our shared mission of supporting survivors.
