📁 Table of Contents

1. Purpose & Fundamental Policy

2. Scope of Application (Personnel & Media)

3. Fundamental Principles of Social Media Use

4. Use of Company Logo & Intellectual Property

5. Ensuring Accuracy & Professionalism

6. Respect for Privacy & Portrait Rights

7. Rules for Interactions with Customers & Third Parties

8. Guidelines for Influencers & External Partners

9. Clarification of Prohibited Actions

10. Monitoring & Oversight Framework
     

1. Purpose & Fundamental Policy

This guideline aims to protect the credibility of the company, brand value, confidential information, and individual dignity when employees and stakeholders use social media.

In recent years, the impact of social media on business has grown significantly. Personal posts can now affect the reputation and trustworthiness of entire companies. This is especially true as we collaborate more actively with influencers and promote our products through social channels. Every employee must recognize that their social media posts are directly linked to the corporate brand.

The purposes of this guideline include:

• Protecting the corporate image and maintaining consistency.

• Preventing the leakage of work-related information.

• Avoiding unnecessary trouble for employees and stakeholders.

• Promoting appropriate use of social media.

Rather than merely listing prohibited actions, this guideline is intended to serve as a practical reference to help employees make informed decisions and act responsibly.

2. Scope of Application (Personnel & Media)

[Overview] This guideline applies to all individuals employed by Makita Power Tools (Malaysia), as well as external partners involved in our business activities, such as influencers, agencies, and contractors.

[Target Personnel]

• Full-time, contract, and part-time employees.

• Interns and trainees.

• External contractors and dispatch staff.

• Influencers and content partners.

• Any individuals representing Makita in a public capacity.

[Target Media] This guideline applies to a wide range of platforms, including:

• Social networks: Facebook, Instagram, X (formerly Twitter), TikTok, YouTube, LinkedIn, etc.

• Video sharing sites and live streaming apps.

• Personal and corporate blogs, media websites.

• Online forums and message boards (e.g., Reddit, 5ch).

• Public features of messaging apps (e.g., WhatsApp, LINE Open Chat).

Note: Even private or limited-access accounts may unintentionally lead to external dissemination of content and are thus within the scope of this guideline.

[Example Scenarios]

• An intern posts a story on their personal Instagram showing warehouse operations.

• An external writer publishes a co-branded article on their personal blog.

• A former employee posts a product review identifying themselves as "formerly with Makita".

• A sales representative from a dealership posts a photo with a customer on Facebook.

3. Fundamental Principles of Social Media Use

[Overview] All employees and stakeholders must understand that even personal social media activity can directly affect the credibility and brand value of Makita.

This guideline emphasizes the following five core principles:

• Be Responsible: Take personal accountability for your posts. Avoid emotional, offensive, or careless content.

• Act as a Representative: If your association with Makita is known, behave in a way that aligns with the company's image.

• Be Honest and Transparent: Clearly disclose your role or affiliation with Makita to avoid misunderstandings.

• Follow Laws and Policies: Comply with all applicable laws and internal regulations, including copyright, privacy,and employment rules.

• Separate Personal from Professional: Even when sharing personal opinions, be cautious not to imply that they represent the company.

[Example Scenarios]

• Posting behind-the-scenes photos from an internal event on Instagram reveals customers or confidential materials,creating a risk of information leakage.

• Uploading a tool demonstration to TikTok without proper safety procedures results in confusion over the official method of use.

• Posting on Facebook: "We've been having problems at work lately," gets screenshotted and shared, leaking internal company matters.

• Writing "As a Makita employee, I must say..." in a review leads readers to believe it's an official statement.

• Commenting in a LINE Open Chat about a competitor product being "too heavy" results in the comment being spread as a negative remark from a Makita employee.

4. Use of Company Logo & Intellectual Property

[Overview] Makita logos, product photos, videos, catalogues, presentation materials, and slogans are protected intellectual property. Unauthorized use on personal social media or blogs is strictly prohibited. Prior approval is required for any use.

[Basic Rules]

• Do not use the company logo, slogans, product images, or marketing materials on personal accounts without approval.

• If using images or videos that include Makita's logo, obtain prior consent from the Marketing Department.

• Do not modify, alter, or parody the logo or official materials.

• Do not quote or reuse internal or confidential presentation materials.

[Example Scenarios]

• An employee posts a story featuring event decorations with a Makita logo, inadvertently revealing a banner for an unreleased product.

• A former employee uses Makita product images in a personal blog about DIY, causing misunderstandings as an "official use case".

• A YouTuber modifies the Makita logo to a custom version in their video, requiring a takedown due to brand guideline violations.

The logo and other intellectual property represent the face and trustworthiness of the company. Even with good intentions,unauthorized use is not acceptable.

5. Ensuring Accuracy & Professionalism

[Overview] Posting inaccurate or misleading information on social media can significantly harm the company's credibility. This is especially critical when discussing Makita products or services, which may be perceived as official statements.

[Basic Rules]

• Only share factual and verified information when discussing Makita products or services.

• Do not share technical specifications, pricing, delivery schedules, etc., based on personal judgment.

• Even in product reviews or introductions, clearly state that the content reflects personal views and avoid expressions that may appear official.

• Employees with specialized knowledge (e.g., product specialist, sales staff) should still seek internal confirmation when necessary.

[Example Scenarios]

• A TikTok post claims, "This product uses XYZ material," but the information is incorrect, causing customer complaints.

• A post on X says, "The next model will feature Bluetooth," based on internal rumours, confusing competitors and dealers.

• A personal blog states, "This is a design flaw by Makita," causing customer anxiety and misunderstandings.

• A review says, "As a Makita employee, I recommend this product," and is misinterpreted by media as an official endorsement.

Statements about Makita's products, technology, or policies—even when made personally—are often perceived as reliable information. Always double-check and exercise discretion before posting.

6. Respect for Privacy & Portrait Rights

[Overview] Posting images or videos of individuals without their consent may violate their privacy or portrait rights. This applies even to internal events or business settings—"appearing in a photo" does not equate to consent for public posting.

[Basic Rules]

• Obtain prior consent before posting images or videos of colleagues, customers, or business partners.

• Group photos must have the consent of all participants.

• Even without a clear facial image, avoid posting identifiable information (e.g., name, department, title).

• When hosting small events, clearly announce if content will be photographed or shared online.

[Example Scenarios]

• A group photo from an internal event is posted on Facebook, and some employees request removal after realizing they were included.

• A customer visit photo is posted as a "thank-you," but the customer had not agreed to the photo or its sharing.

• A family day event photo includes a colleague's child without consent, leading to complaints.

• A warehouse video includes staff faces and name tags and is uploaded to YouTube without permission, causing internal issues.

Makita values people. Always ask for consent or preview photos before posting—even if you think "this person won't mind."

7. Rules for Interactions with Customers & Third Parties

[Overview] All interactions with customers, clients, dealers, or the general public on social media are directly tied to Makita’s brand image. Even a single comment or reply can be interpreted as the company's stance. Courtesy, accuracy, and calm responses are essential.

Personal comments or casual exchanges may also be captured and spread online, potentially leading to miscommunication or backlash.

[Basic Rules]

• Do not respond to inquiries about product specs, prices, delivery times, or support details based on personal judgment.

• Never personally respond to complaints, criticisms, or provocative comments on social media.

• When receiving messages or comments regarding inquiries, redirect them to official channels or sales representatives.

• If you are tagged in a third party’s post that raises concerns, report it internally for further handling rather than replying personally.

[Example Scenarios]

• An employee answers "What's the warranty period for this tool?" in an Instagram comment with incorrect information, causing confusion and customer complaints.

• A Makita staff member argues with a negative post like "Makita is overpriced" on X, resulting in screenshots circulating that show the employee being aggressive.

• A well-intentioned DM reply to a customer is later misunderstood as an official Makita statement, triggering a formal complaint.

• A subcontractor posts tagged content with inappropriate usage, and the employee reports it instead of engaging directly.

Even a single sentence online can influence sales, business relationships, and brand trust. Always act with awareness that you represent Makita.

8. Guidelines for Influencers & External Partners

[Overview] As we collaborate more frequently with influencers and content creators, it’s essential to establish minimum rules to accurately represent Makita’s brand. Regardless of contract type, they are perceived by the audience as spokespersons for Makita.

Thus, all aspects of their posts—content, logo usage, tone, and expressions—must align with our standards.

[Basic Rules]

• Influencers or partners must obtain AGM approval before using Makita logos, product images, trademarks, or documents.

• All post content, structure, and wording must be reviewed and approved before filming or publishing.

• Avoid exaggeration or misleading expressions regarding specs, warranties, or intended use.

• Personal experiences and opinions must not be presented in a way that implies official endorsement.

• Content must not include political, religious, discriminatory, or socially controversial elements or hashtags.

[Example Scenarios]

• An influencer modifies the Makita logo for their YouTube intro, violating brand guidelines and requiring takedown.

• A product review claims "This tool will never break," creating a misleading impression and prompting viewer complaints.

• A video reveals unreleased products or internal facilities due to lack of content review, forcing a withdrawal.

• An influencer directly criticizes a competitor while promoting Makita, appearing biased and prompting accusations of corporate endorsement.

External partners are both collaborators and public faces of Makita. Be sure to share this guideline during onboarding and briefing to ensure clear, responsible communication.

9. Clarification of Prohibited Actions

[Overview] Given the viral nature of social media, careless posts by employees or affiliates can severely damage the company's reputation, invite legal risks, or lead to public backlash. This section clearly defines "strictly prohibited actions" to help prevent such incidents.

[Prohibited Actions List] The following actions are prohibited, regardless of whether they occur during working hours or personal time:

• Unauthorized use, alteration, or reuse of company logos, product images, slogans, etc.

• Sharing internal data, customer information, price lists, unreleased products, or marketing strategies.

• Posting others' faces, names, or affiliations without consent.

• Sharing false information, rumours, exaggerations, or misleading definitive statements.

• Making disparaging remarks or comparisons about competitors or clients.

• Posting or promoting religious, political, sexual, discriminatory, or violent content.

• Personally handling conflicts or responding emotionally to third-party criticism on social media.

• Posting private content wearing uniform or live-streaming while on duty, especially at worksites/within company premises (e.g., showroom, warehouse).

• Promoting side businesses or selling products while identifying as a Makita employee.

• Cyberbullying, harassment, or gossip about coworkers on social media.

Note: Even if a case is not listed above, any action that harms the company's honou

r or credibility may be subject to disciplinary action. When in doubt, always consult your manager or AGM before posting.

10. Monitoring & Oversight Framework

Makita continuously monitors public content related to the company name and its products. The purpose is not surveillance, but to protect brand integrity and ensure responsible communication.