This document provides tips for using Facebook to engage citizens. It recommends posting daily updates about what is happening in the city and writing updates that will affect citizens' days. It also suggests encouraging citizen contributions, listening to citizens, and establishing guidelines for professional conduct and verifying questions. The document outlines roles for an editor-in-chief, contact call center, and communicators to answer questions and address inappropriate content within 24 hours. It proposes using Facebook for marketing the organization and envisions an future e-citizen portal for e-services.

1. Facebook
Jenny Brodén
IT- Project Manager

3. WHY DO YOU USE FACEBOOK?

6. Your citizens are there for the
same reasons

7. Be personal

8. Daily updates
• What’s going on in your city
today?
• Write about things that will
effect my day

11. …Or tell me the
one about the cat.

12. ENCOURAGE THEM TO CONTRIBUTE

13. SOMETIMES YOU JUST NEED TO
LISTEN…

14. SHOW THAT YOU LISTEN

15. DON’T DELETE TO MUCH

16. …but some people do cross the line

17. GUIDELINES
• Think of what you say as a professional
• Don't write anything you wouldn't say face to face
• ”Talk to farmers like farmer do”
• Always verify that you have seen the questions

18. MAKE IT CLEAR- WHO DOES WHAT AND
WHEN
• Editor in chief (communications
department)
- Plans, coordinates and educate
• Contact Call Centre
- answer the questions and
forward to responsible officer
- Deletes inappropriate contents
• Answer within 24 hrs.
- A communicator on the
responsible administration publish
the answer

19. What’s next?

20. A place for marketing your organization

21. The Future E-citizien
a
E-service portal

23. Thank you!
Jenny.broden@karlstad.se
@missbroden
jeppe79