1. Enhanced Transparency through
Social Media
2014 IML Annual Conference
Mark R. Peterson
City Manager
Normal, Illinois

2. Social Media Defined Facebook Instagram Twitter Linkedin YouTube
Social interaction among people, businesses and organizations in which they create, share, discuss or exchange information and ideas in virtual communities and networks.
Facebook
Instagram
Twitter
Linkedin
YouTube
Pinterest
Flickr
Google+
Tumblr
Myspace

3. Why Social Media?
Your constituents expect immediate information… preferably in REAL TIME!
They want the basic facts… and they want it delivered efficiently.
It is not just for the “Millennials” … Many senior citizens use Social Media.
They also want two-way communication. Websites are still important, but they are not enough.
They demand TRANSPARENCY by being open, honest and responsive to comments, suggestions and criticism!

4. Social Media Dos & Don’ts
Present informative, fact-based material in a professional tone. Be succinct !
Respond quickly to all inquiries and comments as quickly as possible. Speed is essential !
Avoid emotionally charged language.
Keep information fresh … Post regularly.
Be Proactive! Anticipate questions & concerns and post needed information as soon as possible to avoid confusion and misinformation.
Develop an internal Social Media Policy

5. Social Media Dos & Don’ts
Provide inaccurate, misleading or unclear information. If you are not sure of the facts… DON’T POST!
Share personal opinions or overly personal information.
Post too frequently. It is a fine line.
Criticize detractors or appear overly defensive.
Allow outdated or inaccurate information to linger
Ignore negative posts. Respond if you can.
Delete or filter negative posts or posts in which you do not agree. OK to delete profane comments or posts that are purposely vicious or offensive.

6. Social Media Opportunities
Severe weather information including event cancellations, flood conditions, snow storms, etc.
Service delivery changes due to holidays, etc.
Safety tips
Law enforcement alerts
Snow removal updates
Special event marketing and information
Road closures
Public Meetings

7. THANK YOU!