emergency response plan should be prepared in the initial planning stages. Social media accounts that require closure will provide adequate notice to customers including alternative contact points Making the decision to close a social media account should not Rationale be taken lightly but one may be closed for any number of reasonable reasons. Examples include changes in strategic direction, lack of uptake by audience, resourcing restrictions and lack of available content. Accounts should not be left abandoned as this presents an unprofessional and potentially damaging risk to the Government. If possible, accounts that can be merged or updated as an alternative to closure should do so to avoid disruption to customers, and this should be communicated clearly to the community. Where it has been identified that a social media account should Implications be closed, the existing community should be advised via the account both the reasons for closure, and options for further communication or engagement. It is also important that public records within the social media account are retained. Where social media is used primarily for marketing, for the most part information disseminated through social media platforms would constitute a low risk short term value record. However, where social media is used to engage with customers or provide services, these records will need to be managed and preserved for the length of time required to meet an agency’s evidentiary and accountability requirements. Time periods for this will vary and agencies should check the relevant retention and disposal schedule for guidance. The amount of time from closure announcement and actual deletion of the account will vary depending on the size of the established community and the strategy to migrate the advocates to alternative more appropriate channels or accounts. Two weeks is the minimum amount of time required. All social media interactions and posts will be apolitical, impartial and professional. The Queensland Public Service should maintain its impartial, Rationale apolitical, professional nature while maintaining social media accounts. Accounts should avoid any statements that might be interpreted Implications as advocating government policies, or criticising the policies of political parties or groups. There needs to be a clear distinction between an agency social media channel, and a ministerial or political channel.
emergency response plan should be prepared in the initial planning stages. Social media accounts that require closure will provide adequate notice to customers including alternative contact points Rationale Making the decision to close a social media account should not be taken lightly but one may be closed for any number of reasonable reasons. Examples include changes in strategic direction, lack of uptake by audience, resourcing restrictions and lack of available content. Accounts should not be left abandoned as this presents an unprofessional and potentially damaging risk to the Government. If possible, accounts that can be merged or updated as an alternative to closure should do so to avoid disruption to customers, and this should be communicated clearly to the community. Implications Where it has been identified that a social media account should be closed, the existing community should be advised via the account both the reasons for closure, and options for further communication or engagement. It is also important that public records within the social media account are retained. Where social media is used primarily for marketing, for the most part information disseminated through social media platforms would constitute a low risk short term value record. However, where social media is used to engage with customers or provide services, these records will need to be managed and preserved for the length of time required to meet an agency’s evidentiary and accountability requirements. Time periods for this will vary and agencies should check the relevant retention and disposal schedule for guidance. The amount of time from closure announcement and actual deletion of the account will vary depending on the size of the established community and the strategy to migrate the advocates to alternative more appropriate channels or accounts. Two weeks is the minimum amount of time required. All social media interactions and posts will be apolitical, impartial and professional. Rationale The Queensland Public Service should maintain its impartial, apolitical, professional nature while maintaining social media accounts. Implications Accounts should avoid any statements that might be interpreted as advocating government policies, or criticising the policies of political parties or groups. There needs to be a clear distinction between an agency social media channel, and a ministerial or political channel.
Principles-for-the-use-of-social-media-v200-publish.docx