On the one hand, it offers great opportunities to connect with residents, getting information out and receiving feedback in real time. On the other hand, it can also trigger the need to develop new policies and procedures as they relate to the technology.
In Eden Prairie, social media has increased community feedback “substantially,” according to Communications Manager Joyce Lorenz. “We hear everything from ‘thanks for doing a great job’ to questions about city ordinances.”
Eden Prairie’s Facebook page has already received more than 360,000 page views and nearly 1,000 comments or “likes” on items posted to its page.
Lorenz related one particular Facebook exchange that showed the power of social media during a snowstorm earlier this year. “Eden Prairie received 18 inches of snow overnight and throughout the day,” she wrote. “Although all hands were on deck our snowplow drivers were unable to keep up with the heavy snowfall as residents are accustomed to.”
Complaints began showing up on the city’s Facebook page and before long they were snowballing.
“After we posted a response explaining why it was taking so long and thanking residents for their patience, the negative com-ments stopped,” she wrote. “This is a great example of the value of information and feeling informed. Even if it’s not what they want to hear, most of the time they’re satisfied when they receive a response and know they’re being heard. That’s the beauty of social media.”
“Social media is a powerful way for civic government to connect with its social-savvy citizenry,” wrote Greg Swan, a Chaska resident and vice president of digital strategy for Weber Shandwick. “The city of Minneapolis uses Facebook and Twitter to an-nounce snow plowing. Stillwater residents promote community garage sales via Facebook. Shakopee posts video from their music in the park series on a city YouTube channel. The Chaska Police Department uses Nixle to send SMS text alerts about breaking news in town.”
As government institutions dip their proverbial toes into the technology pool, they do so with plenty of caution. Several have de-veloped policies and procedures relating to social media products like Facebook and Twitter.
“We’re taking steps as we’re going along,” said Chaska City Administrator Matt Podhradsky.
Though its use of social media is pretty limited, Chaska has already developed a comment policy relating to the use of its Face-book page. “We encourage you to submit your questions, comments, and concerns, but please note this is a moderated online dis-cussion site and not a public forum,” reads the policy.
The policy goes into detail about what material won’t last long on the city of Chaska page including spam, links to other sites, off-topic comments, the promotion of products or political organizations, violations of copyrights or trademarks and use of personally identifiable information. “We recommend you not share any of your personal information on our pages,” the policy reads.
Chanhassen uses similar language in its posting policy. “Please be aware that comments and/or content that is illegal, harass-ing, discriminatory, includes foul or inappropriate language or is irrelevant to the City of Chanhassen will be removed.”
The city of Eden Prairie has also developed a social media policy and has already had cause to put it to use on its Facebook page.
“We monitor comments and respond as necessary,” wrote Lorenz. “Early on we had someone who made inappropriate comments a few times. Per our Social Media Policy, we ended up deleting the comments and blocking that person from our page.”
District 112 Community Relations Director Nancy Kracke said they, too, have developed a set of guidelines for Facebook, though they have never had to delete a comment from their page.
“Disagreeing with us is not a reason to take down a comment,” she wrote. “As long as people are respectful, their posts stay up.”
To visit Eden Prairie's Facebook page, click here.
To visit Chaska's Facebook page, click here.
To visit Eastern Carver County Schools' Facebook page, click here.
The school district is also on Twitter here
To visit Chanhassen's Facebook page, click here.
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