Council social media policy

We use digital channels to communicate to residents, visitors and partners on a variety of issues. We use varied channels to make sure we communicate with as many residents as possible. Below you'll find links to follow our channels and also how we use each channel, and what we expect from users of these channels too. 

Our rules of engagement for social media are as follows:

1.            The Council’s social media accounts are run by the Communications team and monitored intermittently on weekdays between 9am to 5pm, except on public holidays. Abuse or harassment towards the staff running these accounts will be met with zero tolerance and will result in the account being blocked.

 2.           The Council has a responsibility to support marginalised communities and this includes making sure our social media accounts are a safe space for everyone. Comments on any of our pages’ content of a racist, sexist, homophobic, transphobic or xenophobic nature will be immediately deleted and the account responsible will be blocked. 

3.            The information we share on our social media accounts will always be accurate to the best of our understanding, however, we understand there is a risk that comments under our posts may be used as a means of spreading misinformation to our residents. Comments and spamming posted on any of our channels with the intent of spreading misleading or false information will be removed and the author blocked from that channel. 

4.            We reserve the right to hide or delete comments that aren't related to the original post. People repeatedly posting unrelated comments may be blocked from that channel.

1. All content published by the council across all channels will be factual, relevant, timely and professional, and relevant to the channel audiences. 
2. The information we share on our social media accounts will always be accurate to the best of our understanding, however, mistakes may happen occasionally. We will aim to correct any mistakes immediately if they do occur. 
3. All channels are monitored between 9am to 5pm Monday to Friday, and intermittently in evenings and over weekends
4. You can make a complaint or compliment via our website. 

If you need to report an issue, incident or problem to the council, please do so via our website.

Facebook

• Residents are unable to direct message us on this channel 
• We will use this channel to communicate: 
  • Official announcements (e.g. statements from the Leader, news about elections) and important partner messaging
  • Borough events are promoted via separate event pages
  • Campaign information promoting services, information or advice 
• Content may be shared to relevant local Facebook groups via work accounts or the group admins
• Where possible, we will answer questions via the comments section on our posts 
• Some paid targeted advertising may occur, providing relevant and timely information to residents 

Twitter/X

• Residents are able to direct message us with queries and our customer service team will respond to these as soon as possible 
• We will use this channel to communicate: 
  • Official announcements (e.g. statements from the Leader, news about elections) and important partner messaging
  • Borough events are promoted via separate event pages
  • Campaign information promoting services, information or advice
• Official announcements and important partner messaging, when we will retweet and share 
• Where possible, we will answer questions via the comments section on our posts

Instagram

• Residents can DM us with queries, however this channel is not monitored by our customer service team, so responses may be longer than on X 
• We will use this channel to communicate: 
  • Official announcements (e.g. statements from the Leader, news about elections) and important partner messaging
  • Borough events promoted via separate event pages
  • Campaign information promoting services, information or advice
• Where possible, we will answer questions via the comments section on our posts
• Instagram Stories will be used to cover live events, highlight particular campaigns, and share partner events and content
• Instagram reels will be used to showcase services and residents
• Some paid advertising for events and important campaigns

TikTok

• Residents cannot direct message us on this channel 
• We will use this channel to communicate: 
  • Resident led stories
  • Schemes, projects and campaigns of interest to residents 
• We use this channel to talk to our younger audiences wherever possible
• Where possible, we will answer questions via the comments section on our posts

LinkedIn

• Residents cannot direct message us on this channel 
• We will use this channel to communicate: 
  • Official announcements, e.g. from the Leader or Chief Executive
  • Industry news, e.g. industry awards nominations
  • Announcement of job openings
• Where possible, we will answer questions via the comments section on our posts

Nextdoor

• Residents cannot direct message us on this channel
• Hyper-local communications – announcements or events specifically related to a smaller area of the borough, e.g. Chingford Mount
• Greater focus on local events, community safety, regeneration and housing
• Where possible, we will answer questions via the comments section on our posts