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Social Media Policy and Practice at DCPLA, June 2013

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Presentation on Social Media Policy & Practice at Dublin City Public Libraries and Archive given at CILIP (Chartered Institute of Library and Information Professionals) Social Media Executive …

Presentation on Social Media Policy & Practice at Dublin City Public Libraries and Archive given at CILIP (Chartered Institute of Library and Information Professionals) Social Media Executive Briefing, Thursday 6th June 2013, CILIP HQ, 7 Ridgmount Street, London, UK See http://www.cilip.org.uk/cilip/events/cilip-social-media-executive-briefing-2013

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  • 1. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Dublin City Public Libraries & Archive Social Media Policy & Practice - A Case Study Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 2. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Corporate Structure Dublin City Council Culture, Recreation & Amenity (Department) Dublin City Public Libraries & Archive Services (Section) Office of Dublin UNESCO City of Literature International IMPAC Dublin Literary Award Office Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 3. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Social Media Presences City Council Twitter (22) Facebook (7) YouTube Libraries’ Section Twitter (5) Facebook (4) YouTube Vimeo flickr Slideshare Netvibes delicious Blogs Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 4. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Twitter Library @dubcilib 2683 followers D1C1B @1city1book 1475 followers Literary Award @DublinLitAward 1094 followers City of Litt. @DublinCityofLit 2232 followers Fest of History (NEW!) @HistFest 28 followers Libraries’ Web Unit City of Literature Office Literary Award Office Research Projects Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 5. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice Twitter Embeds
  • 6. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Facebook Library 1647 likes D1C1B 947 likes Literary Award 241 likes City of Litt. 1927 likes Libraries’ Web Unit City of Literature Office Literary Award Office YouTube Vimeo flickr delicious Slideshare Netvibes Blogs x 4 Other:- YouTube flickr Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 7. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Public or Outward Facing SM Policy Existing Internal Policies Social Media Guidelines Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 8. Dublin City Council - Social Media Content Policy We want you to feel comfortable using our social media sites. The conversation should be respectful and contain language that is appropriate for all groups and all ages. We reserve the right to remove comments that are obscene, indecent; contain threats or personal attacks of any kind; are defamatory, libellous or contain ad hominem attacks; contain offensive terms directed to ethnic or racial groups; or promote or endorse a product or service. We encourage all users of our social media sites to act respectfully to other users. Our official social media sites are manned Monday to Friday 9am to 5pm. We will not reply to every individual question or comment, but will usually reply to a theme that emerges based on comments received. Individual enquiries can be dealt with by emailing … or by ringing telephone number … (8:30am to 6pm Monday to Friday). Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Public Facing Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 9. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 10. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Other policies staff must adhere to… Computer and IT Resources Acceptable Use Policy the Dublin City Council User Security Policy the Dublin City Council Dignity at Work Policy the Dublin City Council Disciplinary Policy the Dublin City Council Grievance Procedures the Dublin City Council Data Classification and Handling Policy Employees are also subject to the Code of Conduct (Local Government Act 2001) Internal Guidelines Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 11. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Computer and IT Resources Acceptable Use Policy Dublin City Council imposes strict limits on Internet access by its staff. Only those members of staff authorised by their Head of Department my access the Web and use its facilities. A small number of relevant web sites are available to all staff A personal posting by users to blog sites, Newsgroups, social Networking sites etc by means of services provided by Dublin City Council is strictly forbidden. It is not permitted to make or post indecent remarks, proposals or materials. Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 12. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries User Security Policy Policy for users in respect of accessing or processing data/information, services and systems. Contains Password Policy Do not post information to websites or discussion forums that discuss or disparage Dublin City Council policies, the organisation or its personnel. Do not post information to external bulletin boards, websites or discussion forums in the name of Dublin City Council or purporting to represent the views of Dublin City Council, without authorisation from your Executive Manager. Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 13. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Guidelines for Employees Working with Children Do not photograph, film or otherwise record or permit the photographing/filming or otherwise recording of children without the written consent of the parent or guardian. Do not display images or publish personal information about children in any way, unless their parent or guardian agrees to it in writing. Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 14. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Dublin City Council GUIDELINES FOR ACCEPTABLE USE OF SOCIAL MEDIA Internal Guidelines Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 15. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Dublin City Council GUIDELINES FOR ACCEPTABLE USE OF SOCIAL MEDIA Internal Guidelines DRAFT Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 16. Social Media Guidelines for Staff – Why? Outlines the corporate guidelines in communicating with the public Helps staff understand what they can and can’t do online (ground rules) Protects the organisation against risks Legal Risks and Protocols Defamation Privacy Copyright Brand and Image Protection Data Protection Employment Law Vicarious Liability Employees’ Responsibilities Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 17. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 18. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Guidelines for… …those authorised to, and acting on behalf of DCC …staff when participating in SM in a personal capacity Outlines staff role… to promote, inform, assist Rules for other channels of communication also apply in SM world Consultation Process, 23rd May – 30th June 2013 - Have Your Say Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 19. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Access & Approval Request for access to Social Media Sites to include: A signed declaration of acceptance of the Dublin City Council Social Media Guidelines Business case Completed Internet Access form signed by the relevant Executive Manager Application Section Head Web Unit IS Department Stage One Approval Stage Two Approval Stage Three Access Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 20. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Additional SM Accounts? Request DCC Web Unit Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice Libraries’ ?
  • 21. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries SM Guidelines: What else do they state? Any employee authorised for access, must attend training in the use of Social Media, prior to commencement. Be mindful that you are representing Dublin City Council …protect Dublin City Council’s reputation …selectively engage and participate in online conversations that refer to the Council Do not post material that is inaccurate, unlawful, obscene, defamatory, threatening, harassing, abusive, slanderous, hateful, biased or embarrassing to any other person or entity. Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 22. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries SM Guidelines: What else do they state? (contd.) Be first to correct your own mistakes. Don’t be afraid to be yourself, but do so respectfully. Adopt a conversational tone. Keep records. It is critical to keep records of interactions in the online social media space… and send a copy to the Media Relations Office if you deem it necessary Proprietary information must not be exchanged, discussed or referred to on social networking sites even in private messages Employees must exercise sound judgement and common sense to prevent online social media sites from becoming a distraction at work. Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 23. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries SM Guidelines: What else do they state? (contd.) Let the subject matter experts respond to the negative posts. Avoid the temptation to react. Must NEVER disclose confidential information. (be mindful of) Copyright and Other Legal Issues Any breach of these Guidelines may result in disciplinary action under Dublin City Council’s Disciplinary Policy. Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 24. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Guidelines for Employee’s Acceptable Behaviour in Online Social Media, in personal capacity (where you might refer to Dublin City Council). Adhere to these Guidelines and all other applicable policies. Must not discuss or disparage Dublin City Council policies, the organisation or its personnel If you publish content online relevant to Dublin City Council in your personal capacity you must use a disclaimer . If you come across positive or negative remarks about Dublin City Council online that you believe are important, consider forwarding them to the Media Relations Office Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 25. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 26. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Guidelines & Instruction Manual for Blog Writers “Staff contributing stories to the library blog do so in their capacity as employees of Dublin City Council, and as such do so for business purposes only. Contributing writers must not publish any content that could, potentially or otherwise, impact on the reputation and good name of Dublin City Council. It is every staff member’s duty to use Dublin City Council’s resources responsibly, professionally, ethically, and lawfully.” Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 27. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries To moderate or not to moderate…? In general, we moderate after the fact Exceptions? - Yes - YouTube ! We reserve the right to remove comments… (public-facing policy) Monitoring, Moderating, Engaging Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice Policy on… - Posting - Moderation - Comments - Updates. How often?
  • 28. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice Engaging… We will not reply to every individual question or comment, but will usually reply to a theme that emerges based on comments received
  • 29. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Staff Member: “I’ve brought it to [manager’s] attention… suggested talking to you about it and about a policy of response to it, I didn’t [respond] because I was logging onto it with my personal account but this could become something we might need to monitor and respond to professionally.” Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 30. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice Monitoring & Analytics Hootsuite
  • 31. Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Monitoring can also highlight… Intellectual Property / Copyright Infringement Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 32. Risk Reduction Measures • Established services used • Risk Assessment and Management Plan • Alternatives identified • Backups performed • Migration issues considered • Web presences monitored ongoing Free v Premium Services? Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice Cases in Point • Pageflakes Experience • Delicious change of ownership • YouTube video length limitation • Twitter – rss feed not easily obtained • Wordpress – introduction of adverts • Slide.com, Bloglines, Odeo – gone • Meebo shut down, 11, July 2012 • Flickr – annual cost c.€20 What if…? Risk Management
  • 33. Managing Social Media & Engagement General Rules Do not… leave page idle Do not… post too much Do not… post inappropriately Do not… ignore comments, criticisms, questions Do not… get pulled into confrontations Do not… ignore your other duties! Be courteous Be aware you are representing your organisation Linking of accounts? Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice ? Image: http://www.henrikeger.com/Workshop-Archive.php
  • 34. Thank You Eddie Byrne Dublin City Public Libraries & Archive Tel 01 6744831 Email: edward.byrne@dublincity.ie Twitter: @ebyrne41 LinkedIn: http://ie.linkedin.com/in/ebyrne41 Slideshare.net: ebyrne41 Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice
  • 35. Case Study - Image GalleriesCase Study - Image Galleries c. 3,300 images www.dublincitypubliclibraries.com
  • 36. 2,684 followers (30 May 2013) 1,647 likes (30 May 2013)
  • 37. Dublin City Public Libraries’ Blog and Image Gallery Site April – October 2010 > 191,000 page views c.26,000 visits > 8,300 visits from referral sites, of those: c.1,900 referrals from Facebook (1,400 referrals to Image Galleries) c.1,700 referrals from discussion forums (most to Image Galleries) c.300 referrals from Twitter (c.80 referrals to Image Galleries) 83 referrals from flickr 135 Fb likes ‘Dublin in the Rare Oul’ Times’ Image Gallery Posted notice on Facebook 17 Oct – within 24 hours, 45 referrals to Gallery from Fb. (98 referrals to whole site) 11 Fb shares, 8 Fb likes Tweeted 18 Oct - within 24 hours, 21 referrals to Gallery from Twitter , 1 Retweet Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries
  • 38. Conversation around the Images Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries
  • 39. Conversation around the Images Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries
  • 40. Conversation around the Images Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries
  • 41. Content Creation Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries
  • 42. Listening Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries
  • 43. Flash in the Pan? Here we are again......brilliant, mind you the Doc should've been arrested by the fashion police for the chequered suit ...great site Brilliant stuff! Memories :-) I love it! More of this please! Quality dcpldigital. absolutely fantastic site, A few years before my time but amazing pictures and to put faces on the lads… thank you for this great display. brilliant, brings back sooo many memories… Great stuff. Lots of flashbacks in there! Maybe in 35yrs they will do another one on Dublin hurlers. Starting with NHL Final 2011 -:) Up the Dubs. Classic stuff - thanks for posting. Thank you for putting these photos on the forum . been looking as well .number 8 is walden motor company . where i "worked" 1969 to 1980. excellent photos Another brilliant collection, every one of the pics are enjoyable, keep up the good work. Terrific collection great addition. Engagement …from boards.ie …also dublin.ie forums… http://bit.ly/Lj1E8k Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries
  • 44. Slideshow of photographs, accompanied by oral reminiscences. Video created from images and audio using ProShow Gold. Video hosted on YouTube, embedded elsewhere. Dublin City Archives’ North Strand Bombing Reminiscences Oral History Project. http://northstrandbombing.wordpress.com/video/
  • 45. Thank You Eddie Byrne Dublin City Public Libraries & Archive Tel +353 1 6744831 Email: edward.byrne@dublincity.ie Twitter: @ebyrne41 LinkedIn: http://ie.linkedin.com/in/ebyrne41 Slideshare.net: ebyrne41 Presentation for CILIP, Thursday 6th June 2013, London. Eddie Byrne, Dublin City Public Libraries Dublin City Public Libraries - Social Media Policy & PracticeDublin City Public Libraries - Social Media Policy & Practice

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