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HomeMy WebLinkAbout7172_CCv0001.pdf RESOLUTION NO. 7172 A RE-SOLUTION OF THE CITY COUNCIL OF THE CITY OF RED ISS ADOPTING A SOCIAL MEDIA POLICY WHEREAS, the to "social media7' refers to web-based and mobile technologies that allow for interactive dialogue,collaboration and sharing; and WHEREAS,examples of social media site include Facebook,Twitter and YouTube; and WHEREAS, in recent years, an increasing number of persons use social media for obtaining information and communicating with others; and WHEREAS, many cities throughout the United States use social media sites to increase communications with residents of their communities and have effectively used social is sites for a variety of purposes, including civic engagement, economic development and emergency notification; and WHEREAS, the attached Social Media Policy serves to regulate use of the City of Redlands' social media sites and ensure that the City's sites are properly maintained; NOW,THEREFORE,BE IT RESOLVED by the City Council of the City of Redlands as follows: Section 1. The City of Redlands' Social Media Policy, attached hereto as Exhibit "A," is hereby adopted. ADOPTED,SIGNED AND APPROVED this 50'day of June,2012. ,a AJ Pete Aguilar,Mayor ATTEST: S l4rwin,cfty Llerk 4- lAcclerk1,Reso1ufions\Res 7100-7199\7172 Social Networlon g.5.16.I 2.doc 1, Sam Irwin,City Clerk of the City of Redlands, hereby certify that the foregoing resolution was adopted by the City Council at a regular meeting thereofheld on 5th day of June, 2012, by the following vote: AYES: Counciltnembers Harrison,Be , Foster,Gardner; Mayor Aguilar NOES: None ABSTAIN: None SENT: None Sam Irwin,,City Clerk -2- L\cclerk\R si tes 7100-7199\7172 Social Net Orkin . .1f.12.doe EXHIBIT "A" SOCIAL NETWORKING USE POLICY STANDARDS,AND PROCEDURES POLICY STATEMENT Purpose To address the fast-changing landscape of the Internet and the way residents and businesses communicate and obtain information about the City of Redlands online,the City of Redlands (the "City")departments may consider using social media tools to reach a broader audience. The City encourages the use of social media to further the goals of the City and the missions of its departments,where appropriate. The City has an overriding interest and expectation in deciding what is"announced"or "spoken"on behalf of the City on social media sites.This policy establishes internal procedures for the use of social media in any format. "Social media"and"Web 2.0" are terms used interchangeably to refer to activities that integrate technotogy,social interaction and content creation.This media allows people to generate,organize,share,edit and comment on web content by means of RSS and other web feeds, blogs, mashups,widgets,wikis, podcasts and photo-and video-sharing;to name a few. General - All of the Ws social media sites that are posted by departments and offices Will be subject to approval by the Public Information Officer{"PIC:')or designee. - The City's website ra will remain the City's primary and J predominant internet presence. - The most appropriate uses of social media tools are as informational channels to increase the City's ability to broadcast its messages to the widest possible audience. o Social media will not be the primary tool used for disseminating emergency information. - Wherever possible,content posted to the City's social media sites will also be made available on the City's website. - Wherever possible, content posted to the City's social media sites must contain hyperlinks directing users back to the City's official website for in-depth information, forms,documents or online services necessary to conduct business with the City of Redlands. - As is the case for the City's website,the department's director or designee will be responsible for the content and upkeep(including maintenance and monitoring)of any social media site that the department may create. -3- l:\cc1crk\Reso1ufiomXRcs 7100-7199\7172 Social Nawrorking.5.16,12.doc o Wherever possible,the City's social media sites shall comply with all appropriate City of Redlands' policies and procedures Record Retention The City's social media sites are subject to the California Public Records Act and Proposition 59,amending Article 1,Section 3 of the California Constitution. • Any content maintained in a social media format that is related to City business, including a list of subscribers and posted communication(with certain exceptions), is a public record. • The department maintaining the site is responsible for responding completely and accurately to any public records request for public records on social media; provided, however, such requests shall be handled in collaboration with the City Attorney's Office. • Content related to City business shall be maintained in an accessible format and so that it can be produced in response to a request (see the Facebook and Twitter standards). o Wherever possible,such sites shall clearly indicate that any articles and any other content posted or submitted for posting may be or are subject to public disclosure upon request. Users shall be notified that public disclosure requests must be directed to the relevant department's director or designee. o California law and relevant City records retention schedules apply to social media forrnats and social media content,the department maintaining a site shall preserve records required to be maintained pursuant to a relevant records retention schedule for the required retention period on a City server in a format that preserves the integrity of the original record and is easily accessible. Appropriate retention formats for specific social media toots are detailed in the City's Facebook and Twitter standards. Content Guidelines - Users and visitors to the City's social media sites shall be notified that the intended purpose of the site is to serve as a means of communication between City departments and members of the public.The City's social media site articles,posts and comments containing any of the following forms of content shall not be allowed and shall be removed as soon as possible: o Profane language or content o Content that promotes,fosters,or perpetuates discrimination on the basis of race,creed,color,age, religion,gender, marital status,status with regard to public assistance,national origin, physical or mental disability or sexual orientation • Sexual content or links to sexual content o Solicitations of commerce o Conduct or encouragement of illegal activity -4- lAccler"esolutionsT"s 7100-7199X7172 Social NemOrkin g.5.16.12.doc o information that may compromise the safety or security of the public or public systems o Content that violates a legal ownership interest of any other party - Users shall be informed by posting to the City's social media sites that the City disclaims any and all responsibility and liability for any materials that the City deems inappropriate for posting,which cannot be removed in an expeditious and otherwise timely manner. - These guidelines must be displayed to users or made available by hyperlink-Any content removed based on these guidelines must be retained,including the time,date and identity of the poster when available in accordance with the City's policy on the retention of such information. - The City reserves the right to restrict or remove any content that is deemed in violation of this policy or any applicable law. - All new social media tools proposed for City use will be approved by the PIO(or designee)and/or the City Manager's Office. PROCEDURES Administration of s Social Media Sites - The PIO will maintain a list of social media tools which are approved for use by City departments and staff. - The PIO w maintain a list of the City's social media sites,including login and password information.The departments director or designee will inform the PICT of any new social media sites or administrative changes to existing sites. - The City must be able to immediately edit or remove content from social media sites. - For each social media tool approved for use by the City the following documentation will be developed and adopted: • Operational and use guidelines • Standards and processes for managing accounts on social is sites • City and departmental branding standards • Enterprise-wide design standards o Standards for the administration of social media sites o Social Media Standards FACESOOK STANDARD PuMgse Facebook is a social networking site that continues to grow in popularity and functionality. Businesses and government agencies have joined individuals in using Facebook to promote activities,programs,prejects and events.This standard is designed for City departments looking to drive traffic to department websites and to inform more people about City activities.These -5- BecterkAtsahtionARes 7100-7199\7172 SocW Networking-5.16.1 ® standards should be used in conjunction with the Social Media Use policy.As Facebook changes,these standards may be updated as needed. Establishing_kPage Whenever a department determines it has a business need for a Facebook account, it will submit a request to the PICA or designee. Once approved,the PIC}will work with the department to create a basic page for the department.Applications are not to be added to the Citys Facebook site without the express written approval of the PICS.The departmenfs director or designee will register the page with a City email address. Personal Facebook profiles should not be used to administrate City pages unless approved by the PIC}or designee. Type of Vggge - The City will create "pages" in Facebook(not`groups"). Facebook"pages"offer distinct advantages including greater visibility,customization and measurability. Format - For'type'description,choose "government." - The main image shall be the Department logo or an appropriate photo. It may also be the City's logo and the City logo must be one of the profile pictures. - Departments will include a mission statement or appropriate text in the introduction box on the Wall Page. - Using the Facebook Markup Language(FBML)static page application,a boilerplate section should contain a department/program description and the followivig: o 'This is an official Facebook page of the City of Redlands. For more information about the City of Redlands please visit Ato-/" ,Nkp,.Ai.r-��tofrediarids-org. o This site is intended to serve as a mechanism for communication between the public and the department on the listed topics and as a forum to further the mission of the department.Any comment submitted to this page and its list of fans may be considered a public record which is subject to disclosure pursuant to the California Public Records Act. Public information requests must be directed to the Public Information Officer. - If comments are turned on,the FBI L page shall also include a Comment Policy Box with the following disclaimer: o "Comments posted to this page will be monitored and inappropriate content will be removed as soon as possible. Under the City of Redlands Social Media Use Policy,Standards and Procedures,the City reserves the right to remove inappropriate content, including,but not limited to,those items that have obscene language or sexual content,threaten or defame any person or organization,violate the legal ownership interest of another party,promote illegal activity and promote commercial services or products.The City disclaims any and all responsibility and liability for any materials that the City deems -6- 1:\cderk\Reso1ufiomotes 7100-7199\7172 Social Networking.5.16.12.4oc inappropriate for postin&which cannot be removed in an expeditious and otherwise timely manner." - The page shall be linked to the City's Facebook page. - A I I n k to htt :�1w�%ww-r-i�ttj(- will be included on the Info page. - City department and project pages should be fans of other City Facebook pages. - The page name must be descriptive of the department. Each department will choose carefully with due consideration given to abbreviations,slang iterations,and proper grammatical usage. o The PIC)or designee will approve proposed names. Page Administrators - A successful page requires consistent attention.The department's director will designate one or more staff members as page administrators who will be responsible for monitoring the department's Facebook page.Only designated department staff members will make posts. - It is the responsibility of all departments to ensure that their content is accurate and up to date. - The same standards,principles and guidelines that apply to Redlands employees in the performance of their assigned duties apply to employee social media use. Comments and Discussion Boards - Comments to the Wall generally will be allowed if the department is able to and does regularly monitor content. If the department is unable to do so,comments to the Wall shall be turned off. Discussion Boards shall be turned off unless approved by the PIO or designee. Photos and Video - Page administrators may add photos and videos to the department's Facebook page. The approval of the City Manager and/or the PIO will not be required- Photos and/or videos of the City's employees taken during regular office hours may be posted without obtaining waivers. - The ability for fans to post photos,videos and links shall be turned off unless approved by the PIO or designee. Style The Ca and the departments' Facebook pages will be based upon a template that includes consistent City branding. The PIO will provide departments and offices with the template. Departments will use proper grammar and standard AP style, and will avoid the use of jargon and abbreviations. -7- l:\cc1crk\Reso1ufions\Res 7100-7199\7172 Social Networking.5.16.12.doc o Face le is more casual than most other communication tools, but communications must still best represent the City at all times. Applications - There are thousands of Facebook applications. Common applications can allow users to stream video and music, post photos, and view and subscribe to RSS feeds.While some may be useful to the page's mission,they can use clutter and security risks. - An application must not be used unless it serves an appropriate and a valid business purpose,adds to the user experience,comes from a trusted source,and is approved by the PIO. - An application may be removed at any time if the City determines that it is causing a security breach or spreading viruses. Archive - The department's director or designee will maintain an electronic record or printout of any information necessary to retain for the purposes of public records retention in accordance with applicable City policy regarding retention of such information that is not available from the application. TWITTER STANDARD EMEpose Twitter is a micro-blogging tool that allows account holders to tweet up to 140 characters of information to followers. By procuring and maintaining Twitter accounts,Citydepartments can communicate information directly to their Twitter followers,alerting them to news and directing them to the City's website for more information.These standards should be used in conjunction with the City's Social Media Use Policy,Standards and Procedures. Content - A department's director or designee shall hold and maintain that department's Twitter account ® Each department will have only one Twitter account, unless otherwise approved by the Communication Manager.Account information, including usernames and passwords, shall be registered with the PIC). - A department's Twitter biography and/or background information will include a link to Cit)(s,website where the following disclaimer information will be posted: o 'This is an official City of Redlands Twitter account. For more information about the City Redlands please visithtitLofregilands.or g.This site is intended to serve as a mechanism for communication between the public and the department on the listed topics and as a forum to further the mission of the -8- I-Acclerk\RmlutimsWes 7100-7199X7172 Smial Networking.5.16.12.doe department. Any direct tweets to this page and its list of followers may be considered a public record which is subject to disclosure pursuant to the California Public Records Act. Public information requests must be directed to the PIC}." - When possible Twitter usernames shall begin with "Redlands" (ie. RecllandsPD, RedlandsFire and RedIandsMgr.The main image shall be the Department logo or an appropriate photo. It may also be the City's logo which will be provided by the PIO or designee.If the City logo is not used as the main image it should be in the background section. - Twitter accounts shall serve three primary purposes: • Disseminate immediate interesting or important information to residents of which a news item on the City's website is not necessary or possible • Promote City-sponsored meetings,events, programs and facilities • Refer followers to a news item or content hosted at the Citys website and the department's Facebook page Information posted on Twitter shall conform to the existing protocols the City and the department that is posting the information.Tweets shall be relevant,timely and informative. Twitter content, as much as possible,shall mirror information presented on the City's website and other existing information-dissemination mechanisms.The department's director or designee shall ensure that information is posted correctly the first time. Departments will use proper grammar and standard AP style, and will avoid the use of jargon and abbreviations.Twitter is more casual than most other communication tools, but communications must still best represent the City at all times. The department's director or designee shall be responsive to those constituents who communicate Via Twitter's @reply or direct message functions. Communication with followers will be timely and consistent with existing protocols. Archive - The departments director or designee will maintain an electronic record or printout of any information necessary to retain for the purposes of public records retention in accordance with applicable City policy regarding retention of such information that is not available from the application. VIDEO POSTING STANDARD Purpose The City will enable access to online video content, as this is the way many residents communicate and obtain information online. Key objectives for Video content shall meet one or more of the follow goals:to further the department's mission,provide information about City services,showcase City and community events and explore City issues The City encourages the use of video content to further the goals of the City and the missions of its departments,where -9- lAcclerk'RewhitioneRes 71W7199\7172 SoLial NetworMng.5,16.12.doc appropriate.These standards should be used in conjunction with the City's Social Media Use Policy, Standards and Procedures. Video Posting Guidelines - The department's director or designee will be responsible for approving the video content. - Low quality video will be considered as long as the audio portion is clear and the content is compelling and informative. - All videos must be posted on the department's website and the department's Facebook page- - The department must secure a disclaimer from the author or owner or the right to use all of or part of a video if the video was not produced by the department or any other City department. - Videos streamed from other sources may not be posted to the City's website. Links to external videos are permitted, but it must only be used when content is relevant and necessary approvals are received. Submitting Videos to Hosting Sites - Videos may be submitted to hosting sites such as YouTube and Vimeo as well as Facebook on a case-by-case basis under the direction of the departments director or designee. - Most of these sites limit the video to the lesser of 10 minutes in length or less than 1 GB of data storage. - Comments posted to these sites must be monitored or the ability to post a comment shall be turned off. Comments must adhere to the guidelines stated in the Social Media Use Policy. Archive - Any video posted to a third party's video site must also be posted the department's website for purposes of records retention. -10- L\cclerkiResolufions\Res 71 7199\7172 Social Networking.5.16.12.doe