Palo Altans can expect the city to launch official Twitter and Facebook Web pages in the coming weeks as part of its first social media policy.
Though the city has other policies to dictate how its departments use certain electronic communication such as e-mail, "this is the first policy directed specifically at social media users," said Greg Hermann, a management specialist for Palo Alto. Such internal policies are usually approved by the city manager, and the city council's Policy and Services Committee will review this one at tonight's meeting to provide feedback.
Some city departments including parks, arts center, animal services and library services already use social media, and the city manger's office worked with them in developing guidelines, added Hermann, who coordinated development of the policy.
Hermann said he expects the policy to be approved within a couple of weeks, at which point the city is expected to launch official Twitter and Facebook pages to "inform and engage the public on issues facing the community as well as important events and news items."
Through the policy, the city hopes to put forth a consistent message and make sure social media tools are used in an appropriate manner. It prohibits profane language, discriminatory content, sexual content and solicitations, which if posted would be removed as soon as possible.
The policy would require that a department head or designated person be responsible for the content and upkeep of social media sites created by the department. In regards to Twitter, the policy requires that information be "relevant, timely and informative," mirrors what's presented on the city's website and other outlets used by the city, and prohibits use of "jargon and abbreviations" that can be tricky when limited to 140 characters. The policy recognizes that Twitter is casual, but says "communications must still best represent the city at all times."
The policy also outlines how city departments would use Facebook, requiring them to submit a request to the communications manager or another designated person for approval, then working with the IT division to create the page. The policy recognizes that as Facebook changes, standards for uses of the website may change.
Palo Alto considered existing policies in other cities such as Seattle and Novi., Michigan, in developing its own, Hermann said. It would use Twitter and Facebook to distribute information, calendar events and press releases of interest to community members. The city's sites would be run by the city manager's office and link to other city department sites.
"We need to make use of all reasonable tools to communicate with our citizens," City Manager James Keene said. "The benefit of social media is that it allows people to share and discuss this information in a variety of ways."