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Social Media Response Matrix
The City of Fort Saskatchewan has established a social media response matrix for official accounts, prioritizing timely and empathetic replies within 24 hours, and within 1 hour for urgent situations. The guidelines emphasize the importance of personalized communication, accurate responses, and community engagement while also detailing protocols for handling positive and negative posts, including legal considerations. Additionally, there are procedures for assessing the need for new social media channels and maintaining alignment with city guidelines.
Social Media Response Matrix
- 1. This response matrixapplies to all official City of Fort Saskatchewan social media accounts. GOAL: Responding in an articulate and empathetic manner within 24 hours. For situations represented by aim to respond within 1 hour. City of Fort Saskatchewan Social Media Response Matrix Positive Post Does the City want to agree with the comment? Is a response necessary? Yes No Leave it alone No response Can the City add value? Yes No Thank the author for their comment Reply using the Response Considerations Response Considerations: Be Personable: Use the persons first name and use a tone that positively reflects on the City of Fort Saskatchewan. When commenting on a post or other comment sign with your name. ( - Reade) Links: When possible reinforce your response with links to relevant material (ideally from our website) and leave a phone number or email to a person who might be able to answer the question or add further value. Be timely, but don’t rush: Take time to craft an accurate relevant response. Reade Beaudoin / Digital Media Coordinator / rbeaudoin@fortsask.ca 1
- 2. City of FortSaskatchewan Social Media Response Matrix • Notify the DMC • Agree on a response • Post it • Monitor Can the issue be resolved quickly? Can the community correct the error? Yes Are others agreeing with the complaint? No Yes No Yes No •Notify DMC • Monitor • Respond with: “We are aware of the complaint and looking into it.” •Notify the DMC •Monitor Yes No Has the community corrected the error within 24 hours? No Yes •Notify the DMC • Agree on a response • Post it • Monitor •Monitor Negative Post Are the facts correct? Reade Beaudoin / Digital Media Coordinator / rbeaudoin@fortsask.ca 2 • Notify the DMC • Agree on a response • Post it • Monitor
- 3. City of FortSaskatchewan Social Media Response Matrix Breach of Guidelines Does the post pose a legal risk? Yes No • Remove post • Reply with a link to our Social Media Guidelines Will the community police itself? No Yes Will taking action bring more attention to the problem than taking no action? Yes No Monitor • Remove post • Reply with a link to our Social Media Guidelines After following these guidelines and you decide a post must be removed please inform the Digital Media Coordinator so they too can monitor the situation. Has the community policed itself within 24 hours? Yes No Will taking action bring more attention to the problem than taking no action? Monitor Yes No Monitor • Remove post • Reply with a link to our Social Media Guidelines Reade Beaudoin / Digital Media Coordinator / rbeaudoin@fortsask.ca 3
- 4. City of FortSaskatchewan Social Media Account Approval Matrix Have you reviewed the City’s Social Media Guidelines? Review the City’s Social Media Guidelines Is there a true need from the community to create a social media channel? Yes No Wait until there is community demand Is there a pre- existing SM account you can partner with? Do you know the account contact? Looks like you need to create an account; two considerations Contact the Digital Media Coordinator Contact the Digital Media Coordinator Connect with them 1. Have you notified the Digital Media Coordinator? 2. Do you have the resources to sustain the SM account long- term? Yes No No Not Sure Yes No Yes Yes No Yes No Discuss needs with DMC • Create a SM account. •Adhere to style guides. Share password with the DMC See #2 Discuss with the Digital Media Coordinator Reade Beaudoin / Digital Media Coordinator / rbeaudoin@fortsask.ca 4