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09-28-2010 CC Rpt A12 COUNCIL AGENDA STAFF REPORT CITY CLERK USE ONLY t Meeting Date: September 28. 2010 RECEIVED Public Hearing: Etiler 2010 SEP 22 PM 12: 30 M.r Discussion Item: Consent Item: ❑ OFFICE OF CITY CLERK CHINO HILLS SEPTEMBER 21, 2010 TO: HONORABLE MAYOR AND CITY COUNCIL MEMBERS FROM: CITY MANAGER SUBJECT: THE USE OF SOCIAL MEDIA AND THE POTENTIAL USE OF A MOBILE APPLICATION BY THE CITY OF CHINO HILLS RECOMMENDATION: 1) Authorize the Community Relations Division to utilize Facebook and Twitter social media websites as another medium of public outreach and communication. 2) Approve Administrative Policy and Procedure No. 5.9 - Social Media Engagement Policy. BACKGROUND/ANALYSIS: The City Council directed staff to explore the possibility of the City of Chino Hills taking advantage of various types of emerging social media including Twitter and Facebook to communicate with residents. City Council Members expressed specific interest in taking advantage of the communication tools offered through an official City of Chino Hills "page" on Facebook, and the use of Twitter to communicate to residents during an emergency. According to StatCounter Global stats, today the top five Social media sites are Facebook, StumbleUpon, Twitter, reddit, and MySpace. Facebook began 6 years ago, and on July 21, 2010 Facebook officials announced it had surpassed the 500 million user mark. Year after year Facebook's traffic has doubled. It is the number one social media site and now, according to www.mashable.com, Facebook even rivals Google for the title of most visited web property in the U.S. Twitter is the social media giant's biggest competition. HitWise found that almost 55 percent of social network users are 18 to 34 years of age. Users between the ages of 18 and 24 comprised the largest age group with 32.3 percent, while users 25 to 34 netted 26.9 percent of U.S. visits. According to an article on E-week.com, older citizens seem to be flocking to social networks to connect with people. U.S. visits to social networking websites from users 55 and older increased 77 percent from September 2008. Facebook visitors aged 55 and older increased 108 percent in September 2009 compared with September 2008. Visitors from that age group increased 26 percent on MySpace. /oZ- AGENDA DATE: SEPTEMBER 28, 2010 PAGE 2 SUBJECT: THE USE OF SOCIAL MEDIA AND THE POTENTIAL USE OF A MOBILE APPLICATION BY THE CITY OF CHINO HILLS The City website is powered by CivicPlus. They have launched a new feature that "pushes" website content to a Facebook and/or Twitter page. Staff is recommending that the City use this feature to provide content to both social media websites. This new tool will automatically feed all new content posted on the City website to the social media pages without requiring additional staff time. Staff is recommending that the City launch both a Facebook and Twitter page with a number of recommendations for its use. 1. Utilize the CivicPlus Facebook and Twitter tools to push information from the City website to the two social media sites. 2. Adopt a Social Media Engagement Policy that will be posted on both Facebook and Twitter, and on the City website. 3. Require City staff, volunteers, interns, appointed and-elected officials to-follow and adhere to a Social Media policy which establishes guidelines on acceptable content, determines acceptable employee conduct, and regulates the overall City use of social media. 4. Community Relations Division staff will monitor and respond to social media postings and/or comments three times a day— at the start of the business day, at the noon hour, and just prior to the close of the business day. 5. 24/7 content will be pushed via the City website, however, responses to comments will only be provided during normal business hours. 6. In the event of an emergency, Facebook and Twitter will also provide updates to residents via a CivicPlus automated website push feature. Most cities that launch a Facebook page are also utilizing Twitter. It is important to establish friends and followers on both sites prior to their use as a communication tool during an emergency. Social media is quickly becoming very popular among a broad base of the community. Utilizing social media effectively capitalizes on an audience who voluntarily chooses to receive City content and updates, thus making government more transparent. Content pushed to the Facebook and Twitter pages will be of an informational nature: a calendar event, or any other newsworthy City information now provided to the media via Press Releases or mentioned in the News & Announcements section of the City website. Picture and video postings at a City special event will be acceptable as well. All adults present at a public event can be filmed or photographed without written consent. All those participating in City Recreation events and classes sign a release to be photographed and/or filmed when they register. The other local cities that are now utilizing social media websites as an added outreach and communication tool are the cities of Anaheim, Brea, and Diamond Bar. The other AGENDA DATE: SEPTEMBER 28, 2010 PAGE 3 SUBJECT: THE USE OF SOCIAL MEDIA AND THE POTENTIAL USE OF A MOBILE APPLICATION BY THE CITY OF CHINO HILLS cities surveyed that do not currently use Facebook and Twitter social media sites are the cities of Chino, Ontario, Walnut and Yorba Linda. Our City Webmaster is a member of the National Association of Government Webmasters and the listsery data provided through that agency reveals that many cities across the country have held back on the use of social media when they are unsure about Records Retention regulations and how they relate to the use of social media and Brown Act implications. Staff consultations and the extensive research conducted with legal counsel and our records retention consultant took a considerable amount of time to closely evaluate the implications of the use of social media as it relates to both the Brown Act and records retention regulations. The opinions formulated after extensive research by our Records Retention Consultant, Diane Gladwell and legal counsel were: 1) City social media site pages are subject to the California Public Records Act. Any content maintained on a City social media site at is related to i y business may be considered a public record and subject to public disclosure. All official postings on City social media sites will be screen printed when they appear on the various social media sites and maintained in a file for a period of two years. 2) Comments posted by others on social media sites are considered to be public discussions and not considered a part of the official City public record, therefore, not subject to public records requirements. Currently, the City website is managed in a way that is consistent with the Brown Act. Council Members and/or City Commissioners cannot post and/or comment on any subject on the City website. City social media sites shall be managed in the same way. Members of the City Council and City Commissions shall not respond to any published postings, or use the site or any form of electronic communication to respond to, blog or engage in serial meetings, or otherwise discuss, deliberate, or express opinions on any issue within the subject matter jurisdiction of the body. Liability is another concern that was explored through staff review. The City must always consider liability issues and responsibilities. Chino Hills is a member of the California Joint Powers Insurance Authority or JPIA, which is the insurance provider for all liability claims. The agency has stated that "many cities are utilizing Social Media sites and while they are not taking an official stance on the issue of Social media, they do warn of increased liability if a resident were to report an issue that remained unresolved and resulted in a claim against the City." The Social Media Engagement Policy contained herein states that all official City "requests for service" will only be taken via approved and already in place methods of doing business. Staff is recommending that "service order requests" not be accepted on Facebook or Twitter. Staff will monitor posts and will reply to friends and followers with contact information and/or website links that will allow them to report a pothole or graffiti or other like service request via the telephone AGENDA DATE: SEPTEMBER 28, 2010 PAGE 4 SUBJECT: THE USE OF SOCIAL MEDIA AND THE POTENTIAL USE OF A MOBILE APPLICATION BY THE CITY OF CHINO HILLS or City website. CivicPlus is currently developing a Citizen Request Tracker Facebook application. A timeline for that rollout and specifics on that application are unknown at this time. Staff will closely monitor communications from CivicPlus about the Facebook application and will report back to the City Council when details become available. CivicPlus has rolled out a new i-phone mobile application called "Citizen Request Tracker" that allows mobile users to report various issues to the City through the use of a mobile device such as an i-phone, i-pod touch, or an i-pad. Currently that mobile application allows for submissions that do not require the user to provide contact information for follow up, only a first and last name are required profile fields. CivicPlus has been contacted and staff has determined that the company does not plan to fix the application to also require a user to provide a City address, phone number, and email address. Since there could be an increased liability associated with accepting these types of mobile service requests, staff is now exploring mobile applications through three other third party vendors at this time. Ons option being explore is -Whether or not a mobile application limited to certain mobile devices is the way to go, or rather to utilize a mobile link accessible from the City website that will work across all mobile platforms. Since most cellphones have an internet browser, a mobile link could be more effective in reaching out to the community by its ability to secure wider use by residents utilizing various mobile devices. Staff is currently exploring this option and a mobile link demonstration through the Public Works vendor, iWorQ Systems Inc., has been requested and is planned for the beginning of September. A recommendation on a mobile application or mobile link will be brought forward to the City Council by the beginning of October. FISCAL IMPACT: The City's website provider, CivicPlus, charges a $500 one-time set up fee to establish the automatic push of information from the City website to Facebook. Because there are no software programs that will allow staff to automatically capture the Facebook walls and Twitter postings, there are no additional costs associated with records retention needs at this time. City staff will print all official postings on the sites when they are reviewed and will keep those copies on file for two years. Respectf ly submitted, Recommended by: -44 1/ Michael S. riga er, City Manager Kathleen Gotch, Assistant City Manager MSF:KG:VMc' C Attachments DRAFT CITY OF CHINO HILLS ADMINISTRATIVE POLICY GUIDELINES Date Adopted: 00100/10 SOCIAL MEDIA ENGAGEMENT POLICY Section: 5.9 • • 1. PURPOSE The Social Media Engagement Policy ("Policy") establishes guidelines for the establishment and use by the City of Chino Hills ("City") of social media sites as a means of conveying information to members of the public. The intended purpose of City social media sites is to disseminate information from the City about the City's mission,-meetingsractivities,.and current-issues, to members of the public. The City has an overriding interest and expectation in protecting the information posted on its social media sites and the content that is attributed to the City and its officials. This policy establishes guidelines for the use and engagement on social media sites. The City Manager shall approve which social media outlets are suitable for use by the City and its departments. Definitions: "Social media sites" means content created by individuals, using accessible, expandable, and upgradable publishing technologies, through and on the Internet. Examples of social media include, but are not limited to, Facebook, Twitter, Blogs, RSS, YouTube, Linkedln, Delicious, and Flicker. "City social media sites" means social media sites which the City establishes and maintains, and over which it has control over all postings, except for advertisements or hyperlinks by the social media site's owners, vendors, or partners. City social media sites shall supplement, and not replace, the City's required notices and standard methods of communication. "Posts" or "a posting" means information, articles, comments, pictures, videos or any other form of communication posted on a City social media site. Revised: 00/00/10 1of 6 General Administration Section 5.9 DRAFT 2. POLICY 2.1. The City's official website at www.chinohills.oro (or any domain owned by the City), will remain the City's primary means of Internet communication, 2.2 All City "requests for service" will only be taken via approved and already in place methods of doing business. Staff will monitor Social Media pages and respond to any service requests by providing phone numbers and our hyperlinks for reporting various issues and requests for service. 2.3 The establishment of City social media sites is subject to approval by the City Manager. Upon approval, City social media sites shall bear the name and / or official logo of the City. 2.4 All content on City social media sites shall be reviewed, approved, and administered by the City's Community Relations Division. -2:5-- -City-social media-sites shall-clearly-state-that such sites are-maintained by-- the City and that the sites comply with the City's Social Media Policy. 2.6 City social media sites shall link back to the City's official website for forms, documents, online services, and other information inecessary to conduct business with the City. 2.7 The City's Community Relations Division shall monitor content on City social media sites to ensure employee adherence to both the City's Social Media Policy and the interest and goals of the City of Chino Hills. All City employees, elected officials, appointed officials, volunteers, and interns are responsible to understand and adhere to the provisions in this policy. Any employee violating any provision of this policy shall be subject to disciplinary action up to and including termination. 2.8 The City shall use social media sites as consistently as possible and in conjunction with other established City communication tools. 2.9 City social media sites shall be managed consistent with the Brown Act. Members of the City Council and City Commissions shall not respond to any published postings, or use the site or any form of electronic communication to respond to, blog or engage in serial meetings, or otherwise discuss, deliberate, or express opinions on any issue within the subject matter jurisdiction of the body. 2.10 The City reserves the right to terminate any City social media site at any time without notice. 2.11 City social media sites shall comply with usage rules and regulations required by the site provider, including privacy policies. Revised: 00/00/10 2of 6 General Administration Section 5.9 DRAFT 2.12 The City's Social Media Policy shall be displayed to users or made available by hyperlink on both the social media sites and the official City website www.chinohills.ora or any other domain owned by the City. 2.13 The following content guidelines will be posted on all City social media sites or made available by hyperlink: "The content you see on this site is provided for informational purposes only! To conduct business with the City of Chino Hills you must visit City Hall in person, phone the City at (909) 364-2600, or use the e-services available on the City's website at www.chinohills.ora. We welcome your comments and hope that our conversations here will be courteous. You are fully responsible for the content of your comments. We do not discriminate against any views, but we reserve the right to delete any of the following: -- ---- - - -------- • Violent, obscene, profane, hateful, or racistcomments • Comments that threaten or defame any person or organization • Comments that can be perceived as solicitations, advertisements, or endorsements of any financial, commercial, or non-governmental agency • Comments that suggest or encourage illegal activity • Campaigning of any type — the endorsement of candidates or a particular stance on a currently active ballot measure • Comments that are not related to a particular posting being commented upon (huh? How do you introduce new subjects?) • Multiple successive off-topic posts by a single user • Repetitive posts copied and pasted by multiple users • Sexual content or links to sexual content • Information that may tend to compromise the safety or security of the public or public systems In short . . . be nice. Any posted comment is the opinion of the poster only, and publication of the comment does not imply endorsement or agreement by City staff or the City of Chino Hills." If you have any questions or comments about this policy, please email us at www.webmasterCcr�chinohills.ora." 2.14 Any content removed based on the above guidelines must be retained by the Community Relations Division, including the time, date and identity of the poster, when available. 2.15 All City social media sites shall adhere to applicable federal, state and local laws, regulations and policies. Revised: 00/00/10 3of 6 General Administration Section 5.9 DRAFT 2.16 City social media sites are subject to the California Public Records Act. Any content maintained on a City social media site that is related to City business may be considered a public record and subject to public disclosure. All official postings on City social media sites will be screen printed when they appear on the various social media sites and maintained in a file for a total of two years. Comments posted by others on social media sites are considered to be public discussions and not considered a part of the official City public record, therefore, not subject to public records requirements. 2.17 Employees representing the City on City social media sites shall conduct themselves at all times as a professional representative of the City and in accordance with all City policies. 2.18 All City social media sites shall utilize authorized City contact information for account set-up, monitoring, and access. The use of personal email accounts or phone numbers by any City employee is not allowed for the purpose of setting-up,,monitoring,_or accessinga City social media site. 2.19 City social media sites may contain content, including but not limited to, advertisements or hyperlinks over which the City has no control. The City does not endorse any hyperlink or advertisement placed on City social media sites by the social media site's owners, vendors, or partners. 2.20 The City reserves the right to change, modify, or amend all or part of this policy at any time. Content Guidelines 3.1 The content of City social media sites shall only pertain to City sponsored or City endorsed programs, services, and events. Content includes, but is not limited to, information, photographs, videos, and hyperlinks. 3.2 The City shall have full permission or rights to any content posted by the City, including photographs and videos. 3.3 Postings shall be made during normal business hours. After hours or weekend postings shall only be made with approval by the Community Relations Division or the City Manager. Removal of content that is a violation of this policy may be made at any time by a Community Relations (in the event of weekend or off-hours postings by the public.) 3.4 Any employee authorized to post items on any of the City's social media sites shall review, be familiar with, and comply with the social media site's policies and terms and conditions. Revised: 00/00/10 4of 6 General Administration Section 5.9 DRAFT 3.5 Any employee authorized to post items on any of the City's social media sites shall not express his or her own personal views or concerns through such postings. Instead, postings on any of the City's social media sites by an authorized City employee shall only reflect the views of the City. 3.6 Postings must contain information that is freely available to the public and not be confidential as defined by any City policy, state, or federal law. 3.7 Postings may NOT contain any personal information, except for the names of employees whose job duties include being available for contact by the public. 3.8 Postings to City social media sites shall NOT contain any of the following: 3.8.1 Comments that are topically related to the particular posting being commented upon; 3.8.2 Multiple successive off-topic posts by a single user; 3.8.3 Repetitive posts copied and pasted by multiple users; 3.8.4 Comments in support of, or opposition to, political campaigns, candidates or ballot measures; 3.8.5 Violent, obscene, profane, hateful, racist comments, language or content; 3.8.6 Content that promotes, fosters, or perpetuates discrimination on the basis of race, creed, color, age, religion, gender, marital status, or status with regard to public assistance, national origin, physical or mental disability or sexual orientation, as well as any other category protected by federal, state, or local laws; 3.8.7 Sexual content or links to sexual content; 3.8.8 Solicitations, advertisements, or endorsements of any financial, commercial, or non-governmental agency; 3.8.9 Conduct or encouragement of illegal activity; 3.8.10 Information that may tend to compromise the safety or security of the public or public systems; 3.8.11 Content that violates a legal ownership interest of any other party; 3.8.12 Conduct or comments that threaten or defame any person or organization; Revised: 00/00/10 5of 6 General Administration Section 5.9 DRAFT 3.8.13 The City reserves the right to implement or remove any functionality or content off its social media site, when deemed appropriate by the City Manager. This includes, but is not limited to, information, articles, comments, pictures, videos or any other form of communication that is posted on a City social media site. 3.8.14 Except as expressly provided in this policy, accessing any social media site shall comply with all applicable City policies pertaining to communications and the use of the Internet by employees, including email content. 3.8.15 All of the content on City social media sites must be provided to the City's Community Relations Division for review, approval and subsequent posting to the social media site. Revised: 00/00/10 6of 6 General Administration Section 5.9