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Política de Participación ante Comentarios Conflictivos en K ORA

Carlos Corchero

Created on September 24, 2025

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Transcript

Política de Participaciónante ComentariosConflictivos en KORA

INICIO

ÍNDICE

1. OBJETIVO

2. ALCANCE

3. PRINCIPIOS DE PARTICIPACIÓN RESPONSABLE

4. DEFINICIÓN DE COMENTARIOS CONFLICTIVOS

5. PARTICIPANTES Y SU ROL EN ESTA POLÍTICA

6. PROTOCOLOS DE ACTUACIÓN

7. MEDIDAS PREVENTIVAS

El presente documento tiene un doble objetivo:

  • Establecer un marco de participación respetuoso y responsable de los empleados en Kora, la nueva Intranet Corporativa de MAPFRE.
  • Prevenir y gestionar comentarios que puedan generar conflictos, dañar la convivencia profesional o perjudicar la imagen de MAPFRE.

1. OBJETIVO

2. ALCANCE

Esta política es aplicable a:

  • Empleados en plantilla (30.000 profesionales de MAPFRE a nivel global).
  • Directivos y responsables de área.
  • Otros colaboradores con acceso concedido a Kora.
  • Incluye comentarios en las noticias de la Intranet, así como en conversaciones en cualquiera de las comunidades de la Red Social MAPFRE (Viva Engage), ya sean de difusión, de conocimiento o de interés.

3. PRINCIPIOS DE PARTICIPACIÓN RESPONSABLE

  • Mantener un tono y un lenguaje respetuoso en todas las publicaciones.
  • Participar activamente en temas relevantes de MAPFRE, y relacionados con la actividad de la empresa y el sector asegurador.
  • Además, participar en espacios de conversación en torno a aficiones e intereses, siempre en el marco de los valores de MAPFRE.
  • Evitar expresiones ofensivas, discriminatorias o que afecten a la dignidad de las personas.
  • No difundir información falsa, confidencial o no autorizada.

4. DEFINICIÓN DE COMENTARIOS CONFLICTIVOS

Se consideran conflictivos aquellos comentarios que:

  • Incluyan un lenguaje descalificativo, y contrario a los valores e intereses de MAPFRE.
  • Contengan insultos, descalificaciones o ataques personales.
  • Generen hostigamiento, acoso o discriminación.
  • Propaguen rumores, información sensible o confidencial.
  • Promuevan violencia o comportamientos agresivos.
  • Difundan opiniones personales sobre política, religión o igualdad de género, que sean irrespetuosos o vayan contra la dignidad de las personas.

5. PARTICIPANTES Y SU ROL EN ESTA POLÍTICA

  • Usuarios: hacer un uso responsable de la Intranet (home y Viva Engage) y reportar situaciones conflictivas.
  • Personas que participan activamente en la Intranet: (responsables de comunidades, corresponsales, etc): reportar comentarios inapropiados.
  • Equipos de Comunicación Interna de países y unidades de negocio: Detectar y reportar comentarios conflictivos.

5. PARTICIPANTES Y SU ROL EN ESTA POLÍTICA

Comité de Crisis Kora:

¿Quién lo integra?

  • Pablo Fuentes (Comunicación Interna Corporativa)
  • David Rodriguez (PyO)
  • Pilar Abad (Comunicación Interna España).
Su misión:
  • Evalurar el nivel y contenido de los comentarios conflictivos reportados, en especial aquellos que suponen un riesgo para la cultura de MAPFRE.
  • Coordinar una respuesta oportuna y coherente, alineada con los valores de MAPFRE, y las políticas y protocolos marcados por la compañía.
  • Garantizar trasparencia y trazabilidad en la gestión de los comentarios conflictivos.

Escribe un título aquí

6. PROTOCOLOS DE ACTUACIÓN

Seguimiento

Detección

Evaluación

  • Nivel leve: Comunicación Interna contacta con el autor del comentario para la edición o eliminación del mismo.
  • Nivel moderado: Comunicación Interna elimina el comentario y Personas y Organización se reúne con el autor para aclarar la situación y contemplar una posible acción.
  • Nivel grave: Eliminación del comentario por parte de Comunicación Interna y esclarecimiento inmediato con RRHH y aplicación del reglamento disciplinario interno.
  • En caso de no ser eliminado el comentario, Comunicación Interna y PyO harán seguimiento para garantizar que la conversación se mantiene dentro de lo establecido en esta política.
  • Se documentará el caso para futuras referencias.
  • Los comentarios conflictivos podrán ser identificados por usuarios, moderadores o responsables de comunicación interna y PyO, así como contribuidores de la Intranet.
  • Cualquier empleado podrá reportar un comentario conflictivo a través de un canal habilitado (por definir) que gestionan las áreas de Comunicación.

7. MEDIDAS PREVENTIVAS

  • Campaña interna de sensibilización sobre una comunicación y participación respetuosa y responsable en la Intranet.
  • Incluir esta política en el proceso de onboarding de nuevos empleados.
  • Un MAPFRE Talk o taller adhoc sobre el uso responsable de las herramientas digitales en general, y de la Intranet en particular.

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