2009 City of Redondo Beach Communications and Customer Service Plan — Redondo Beach City Council, September 5, 2023

COMMUNICATION & CUSTOMER SERVICE PLAN
August 18, 2009
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2 Communication and Customer Service Plan
Table of Contents
Purpose …………………………………………………………………3
Overview…………………………………………………………………3
Goals……………………………………………………………………..4
Part I – Communication
Commitment……………………………………………………... 4
Key Messages……………………………………………………4
Primary Messages……………………………………………….5
Special Issue-Based Messages………………………………..5
Team Responsibility for Communication………………………6
Tools and Best Practices………………………………………..6
Internal Communication…………………………………..6
External Communication………………………………….8
Target Audiences………………………………………………..11
Part II – Customer Service
Standards………………………….……………………………. 12
Ethics ..……………………………..…………………………… 12
Employee Knowledge…..……………………………………… 12
Comments About………..……………………………………… 13
Tools and Best Practices..…………………………………….. 13
Attachments:

A – Community Outreach Planning....…………………………15
B - Emergency Communication Tools..………………………..17
C - Target Audiences……………………...…...………………..18
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3 City of Redondo Beach
Communication & Customer Service Plan
August 18, 2009
Purpose
The City of Redondo Beach is committed to providing the finest services to enhance the quality of life for those who live, work, visit and play in our community. This Communication & Customer Services Plan (Plan) is intended to be a guide for better connecting citizens with Redondo Beach’s local government and for delivering higher levels of customer satisfaction. The Plan contains communication and customer service tools, best practices and objectives for implementation by City employees.

Overview
In 2003, the City of Redondo Beach adopted openness and honesty; integrity and ethics; accountability; outstanding customer service; teamwork; excellence; and, fiscal responsibility as core values for our municipal organization. Building an excellent base of Communication and customer service supports these core values and fosters healthy community relations. In recognition of the importance of Communication, the City Council approved an objective in the City’s 2006 -2007 Strategic Plan to develop a Communication Plan. The intent of the action was to examine the City’s current communication methods and construct the best ways for the City to serve and communicate with residents, businesses, employees, visitors and other stakeholders.

Based on the City Council’s strategic direction, an interdepartmental Communication Committee was appointed by the City Manager to prepare a proposed Communication Plan. The goal was to design a Plan that was in alignment with the City of Redondo Beach’s Vision statement which states “Redondo Beach will be the most livable, friendly and attractive California beach city.” On April 3, 2007, the Mayor and Council received and filed the Communication and Customer Service Plan, setting a strong foundation for proactive Communication and customerfocused, quality service.

At the March 25, 2009, Strategic Planning Workshop, the Mayor and Council added an objective to “ Review and assess new Web applications ( e.g., Facebook and Twitter) for their potential as internal and external communication tools and present the results to the City Council.” After several months exploring this topic, the Communication Committee presented its recommendations related to the use of social media” by incorporating these tools into this latest revision of the Communication and Customer Service Plan.

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4 Goals of the Communication & Customer Service Plan
The goals of the Communication & Customer Service Plan are to:
1) Enhance external and internal communication
2) Ensure consistent, accurate, complete and timely information 3) Promote understanding of City services and issues
4) Encourage more effective public participation in community affairs 5) Celebrate and build a positive identity for the community 6) Build a positive reputation for City government
7) Provide exemplary customer service
8) Support job creation and economic development
Part I. Communication
Commitment to Communication
Our “Commitment to Communication” is an affirmation of how we expect our employees to operate within the City’s organizational framework. We commit to the following principles:

Embrace the responsibility for effective. proactive communication and be the best source of information about the City
Foster a climate of trust between the City and citizens Be honest, open, transparent, accurate, timely and responsive in using inclusive, interactive two-way communication
Encourage and support a positive identity of the community Use courtesy and personal care in our Communication
Stay on message in representing the City
Use tools and best practices appropriate for each communication Meet all legal requirements for mandated communication
Key Messages for Communication
Key messages establish what we want to say about the City in all of our communication tools. They benefit the City by bringing consistency and clarity to our communication. Our messages are designed to be credible, motivating and unique.

The associated proofs for our key messages are found in the City’s performance reports, financial documents and annual budget. As we use key messages, it will be important for us to use specific proofs for validation of what we say.

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5 Primary Messages for Communication
Primary messages permit an organization to define itself on an ongoing basis with regular “proofs” as to the validity of the messages. The key primary messages supporting the vision that the City of Redondo Beach is a great place to live, work, visit and play are:

The City is a Safe place . . . for residents, businesses and visitors enjoying top flight police, fire, paramedic, marine safety and health care services.

The City is Family oriented . . . with distinctive neighborhoods, friendly residents, recreational activities, social services and character-building programs.

The City is a Destination . . . with a pier, harbor, beaches, shopping and cultural arts for visitors and residents to enjoy.

The City protects the Environment . . . for the safety of public health and the safeguarding of our natural resources using up-to-date practices, technology, professional expertise and well maintained infrastructure.

The City supports quality Education . . . for the students of Redondo Beach schools with partnerships and the active engagement of City leaders and employees.

The City is Responsive . . . to citizens needs by delivering timely, courteous, professional and knowledgeable customer service.

The City operates an Ethical public agency . . . serving residents with honest, open communication of the highest integrity.

The City is financially Responsible . . . by controlling costs, improving the productivity of employees and balancing the Annual Budget.

The City supports balanced Economic growth . . . for high quality jobs, community shopping opportunities and business success.

The City takes pride in its Heritage . . . that was shaped by over 100 years of memorable people, places and events.

Special Issue-Based Messages for Communication
While key primary messages define an organization on an ongoing basis, the City regularly faces situations that require special issue-based key messages. From time Page43N1 10 of
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6 to time, the City will develop these messages to outline an issue, articulate the City’s position on the issue and provide a common platform for communication with the public. These issue-based messages are constructed to address emerging problems, answer short-term questions or reinforce responses to current events.

The special issue-based messages are expected to be reflective of the City’s adopted Redondo Beach “Values” and the “Commitment to Communication”. They will be crafted to be timely and relevant and used to maintain confidence in the City’s approach to a matter of concern. Special issue-based messages can also be used to stimulate action.

Team Responsibility for Communication
The Mayor and City Council Members are the City’s chief spokespersons for explaining policies, priorities and decisions to the public.

The City Manager is the City’s chief spokesperson for administrative programs and services as well as the coordinator for the Communication and Customer Service Plan.

The City Attorney, City Treasurer and City Clerk are the chief spokespersons for programs and services within their authority.

Under the direction of the City Manager, appointed Department Heads are the chief spokespersons for programs and services within their areas of responsibility unless otherwise designated by the Department Head and approved by the City Manager.

During periods of emergency operation, the City spokespersons are assigned in accordance with the Emergency Operations Plan.

City Departments are responsible for aligning their communication with the Communication & Customer Service Plan.

All employees are responsible for basic knowledge of City government, the City’s key messages and the tools available for communication.

Whenever speaking on job-related subject matters, employees are speaking as public employees and are responsible for aligning their communication with the Communication & Customer Service Plan.

Tools & Best Practices for Communication
The major tools for the City to administer effective internal and external communication include the following:

Internal Communication
Employee Intranet:

Continue to develop the employee intranet site and promote its use by employees. Continue to promote the use of the City Web Site by employees.

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7 Online Collaborative Tools:

Evaluate and support the use of instant messaging, online project management and other social media tools for improving communication, collaboration and creativity between employees.

Paycheck Enclosures:

Continue to distribute important human resources information with the employee payroll checks.

Posted Information:

Continue to use departmental bulletin boards for legal postings and informational materials for employees.

Monday Message:

Continue the City Manager’s 3 Point Monday Message e-mailed to employees or distributed by supervisors to employees.

Employee Orientation:

Continue new employee orientation programs.

Continue new employee City Manager “15 Minute” one-on-one welcomes.

Initiate publication of a “This is Your City Government” brochure for employee use.

City Identity:

Continue to improve the physical condition and professional appearance of City facilities.

Continue to integrate the use of City graphics manual and logo.

Coordinate the Communication & Customer Service Plan with the Redondo Beach Branding Program.

Employee – Management Interactive Sessions:

Continue to facilitate interactive employee discussions on city wide issues at the quarterly Leadership Team Training Workshops.

Continue to conduct interactive City Manager - Employee discussions at annual employee worksite meetings.

Continue weekly Department Head meetings.

Continue monthly interactive Assistant City Manager - Employee “Brown Bag” lunch discussions.

Continue to conduct regular departmental staff meetings including interactive Department Head - Employee discussions.

Continue City Manager’s open door policy.

Automated Request Tracking:

Continue to encourage use of automated request tracking such as “Track It” for Information Technology requests and “OPRA” for Public Works Page43N1 12 of
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8 Maintenance requests and Comcate Customer Service Center for other requests.

Employee Appreciation:

Continue employee recognition and service programs.

Internal Feedback:

Continue to solicit formal feedback using written employee surveys every two years and to summarize the results for distribution to employees.

Continue to solicit formal employee feedback using focus groups research every two years.

Employee Evaluations
Continue to provide feedback through annual evaluations of each employee.

Communication Training and Professional Development:

Provide additional training in general Communication, media relations, customer service, crisis response, writing and interpersonal skills for employees.

Public Records Response
Continue employee training on compliance with the Public Records Act requirements and City processes to ensure coordinated responses to document requests.

Communication Committee:

Continue an interdepartmental employee communication committee to carry out work assignments related to internal Communication.

External Communication
City Web Site:

Continue to develop the City website as a dynamic means to communicate with internal and external audiences. Continue webcasting of Council meetings. Continue the E-Zine subscription program.

Web 2.0 Tools:

Initiate an official City presence on Facebook, YouTube, and Twitter as an additional means of achieving the goals stated in this policy and continue to evaluate other online tools for improving public outreach, communication, collaboration and creativity.

Public Relations:

Develop Outreach Plans as referenced in Attachment A for any proposed fee increases.

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9 Initiate methods to better equip employees with face-to-face public relations skills and talking points for promotion of City messages.

Customer Service Center:

Continue to encourage use of the Comcate Customer Service Center and to provide prompt and thorough responses.

RB Government Cable Channel (RBTV):

Continue televising City Council and commission meetings.

Continue producing governmental public service announcement and promotional videos.

Continue the scrolling electronic bulletin board.

Continue production of City Town Hall programming that allows live public comment via Internet and telephone (e.g. “Budget Talk”).

Continue streaming of Council Meetings and other selected City video content to the Web site.

AM Radio:

Continue announcements and emergency alerts on the City’s AM 1630 radio channel.

Media Relations:

Continue the use of press releases, Q & A sessions with reporters and proactive media advisories.

Speakers Bureau:

Continue to prepare briefing papers and speeches for senior management and City elected officials.

Initiate a formal speakers’ bureau to provide City presentations to local community groups.

Public Participation:

Continue to promote public participation opportunities for residents to serve their City.

Continue to promote empowerment and partnership opportunities for residents and businesses.

Continue as needed community meetings to address special topics and seek collaboration in problem solving.

Continue regular participation with business associations.

Continue regular participation in the City-School District Committee.

Continue Council Member Monthly District Meetings.

Public Events and Activities:

Continue the State of the City Breakfast, Economic Development Summit, Public Safety Fair, Fire Service Day, Earth Day Celebration, Citizens Page43N1 14 of
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10 Academy, Health Fair, Christmas and Hanukkah Holiday Ceremonies, Veterans Day program and signature events with the Redondo Beach Chamber of Commerce.

Publications:

Continue to produce a high quality quarterly City Newsletter & Recreation Guide and distribute by mail to all residences (and make available online).

Continue publication of the Citizens Budget, Redondo in Focus (topical, as needed), and the Annual Report.

Continue online availability of meeting agendas, backup materials and minutes.

Continue participation in the Chamber of Commerce & Visitors Bureau Guide to Redondo Beach publication.

Continue to improve the display, content, appearance and identity of departmental publications.

Initiate new publications as needed to build an informed citizenry.

Initiate as needed “hot topic,” action alert and issue brief mailings to target audiences.

Continue a coordinated distribution of publications in City venues and public facilities.

Advertising and Articles:

Continue to use appropriate advertising for program promotions and legal filings.

Explore opportunities for Web 2.0 advertising and promotion.

Continue the use of public service announcement banners at appropriate locations in the City.

Initiate writing and placement of articles in outside publications to enhance City identity.

Continue use of mobile sign boards to advise motorists of delays (e.g. 4th of July) and enforcement issues.

Electronic Announcements:

Continue electronic announcements on the City’s Redondo Beach Performing Arts Center marquee.

Continue public safety announcements on portable electronic billboards.

Brand Program:

Continue coordination of the Communication & Customer Service Plan with the City and Chamber of Commerce branding efforts.

City Identity:

Continue to improve the physical condition and professional appearance of City facilities.

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11 Continue to promote the positive use of the City’s logo and graphics manual.

Continue to apply for national, state and local awards and commendations recognizing the City’s positive accomplishments.

Legislative Advocacy:

Continue participation in regional, state and national advocacy organizations for municipal affairs
Continue active legislative advocacy and intergovernmental relations programs to address City needs.

Emergency Communication:

Initiate formation of a crisis communication team to ensure fast responses to critical events.

Continue use of emergency mass communication tools as outlined in Attachment B.

Initiate use of Web 2.0 tools for mass communication of official City news and information during emergencies (e.g. Twitter, Nixle).

External Feedback:

Continue independent community survey of citizen satisfaction and opinions every two years.

Continue independent community focus groups on citizen satisfaction and opinions every two years.

Initiate new “How Are We Doing” customer feedback cards.

Initiate a communication audit and gap analysis of the City’s communication efforts every year.

Communication Training and Professional Development:

Continue training for telephone messaging, voice mails and etiquette techniques.

Implement training for oral and PowerPoint presentations Initiate additional training in general communication, media relations, customer service, crisis response, writing and interpersonal skills for assigned employees.

Communication Committee:

Continue interdepartmental employee communication committee meetings to carry out work assignments related to external communication.

Initiate an implementation strategy for use of key messages.

Target Audiences for Communication
The City has a responsibility to communicate with a large and diverse number of people and groups. In order to reach specific people and/or groups of people with the right communication tools and key messages, it is critical to identify key internal and external target audiences. By identifying target audiences, we can better direct Page43N1 16 of
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12 our communication as well as create communication tailored to their needs.

Attachment C more fully details the City’s internal and external audiences. By incorporating the use of social media tools, the City hopes to create more interaction and to capture the attention of members of the public who prefer newer technologies to more traditional methods of communication.

Part II. Customer Service
Standards for Customer Service:

The City of Redondo Beach’s four overall service standards are centered around the customer’s point of view: A customer can expect responsive municipal services delivered by City employees in a manner that:

Is timely, courteous, knowledgeable and honest.

Can assist you in making informed service choices with current, accurate and accessible information.

Will create flexible service solutions for you by listening, understanding and anticipating your needs.

Promotes the safety of your life, property and environment.

Ethics in Customer Service:

Customers will be served by City employees who display openness, honesty, and integrity in all transactions. Employees will be accountable for their actions and will provide outstanding customer service. A customer can expect ethical services delivered by City employees in a manner that:

Complies with applicable laws, ordinances, policies and rules related to customer matters.

Meets required standards concerning the avoidance of conflicts of interest.

Ensures no repercussions from the City for legitimate customer disagreements and constructive feedback.

Creates a positive environment for customer problem solving.

Employee Knowledge in Customer Service:

Customers will be served by City employees who are competent in their duties and responsibilities. A customer can expect professional responsiveness from City employees in which:

All employees will have a basic knowledge of the structure of Redondo Beach’s government.

All employees will be aware of the answers to the most commonly asked City service questions.

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13 All employees will have an understanding of the primary functions of their Department.

All employees will know the City’s customer service standards and their department’s service goals.

All employees will be familiar with the practices for providing high quality service to internal and external customers.

All employees will be skillful and have expertise in their area of service.

Comments about Customer Service:

We want to know about a customer’s experience with the City. Four ways a customer can share concerns or praise for employees’ service:

Discuss the service problem or service praise directly with the person who served you; or
Speak or write to the supervisor in charge.

Send a message electronically from any computer connected to the Internet by using the City’s Customer Service Center; or
Use the City’s Customer Service Center available on the City’s Web site.

Tools & Best Practices for Customer Service
City Web Site:

Continue to develop the City website as a customer information and service mechanism.

Customer Service Center:

Continue to develop the Comcate Customer Service Center as the means for managing customer service requests.

Web 2.0 Tools:

Departmental Service Standards:

Initiate development of customer service standards for each individual City department.

City Facility Accessibility:

Continue to readily accommodate, assist or facilitate assistance for people who are physically challenged or have difficulty navigating the service environment without assistance.

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14 Customer Service Training:

Continue a coordinated Citywide customer service training program for employees (as funding allows).

Customer Service Performance Appraisal Dimensions:

Continue to emphasize customer service as an important dimension in employee performance reviews.

Customer Service Feedback:

Continue independent community survey of customer service satisfaction every two years.

Continue independent community focus groups on customer service satisfaction every two years.

Initiate new “How Are We Doing” customer feedback cards.

Initiate an independent service evaluation program.

Communication Committee:

Continue an interdepartmental employee communication committee to carry out work assignments related to customer service.

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15 Attachment A
Community Outreach Planning
A community outreach plan should be developed for proposed increases in fees for City services or for changes that could impact major city services such as trash pickup or transit services. In order for the Council to make an informed decision and address the concerns of their constituency, the public should be made aware of the reason for the proposed change, amount of increase, persons affected and be given an opportunity for discussion of issues raised. A community outreach plan will incorporate all of the following methods of alerting the public to the proposed changes.

Legal Noticing – as determined by Municipal Code and City Charter. Notification of a public hearing for a proposed fee amendment is done through the standard public hearing notice as listed in the Municipal Code and City Charter. This standard notice gives basic information, including the fee to be discussed, the time, date and place of the public hearing and may include contact information or where to obtain further information. After the public hearing is prepared, it is forwarded to the City Clerk where it is published twice before the impending hearing. Check with the City Attorney’s Office on noticing requirements.

Standard Noticing –
The City may notify its citizens through local newspaper press releases. A template for such press releases can be found on the Redondo intranet along with a distribution list of applicable newspaper email addresses. The news release should answer the standard question – Who What, Where, when Why and how.

The City’s web site at Redondo.org can feature similar information as contained in the press release, with links to additional information ( e.g., proposed updates to fee schedules.)
Information should also be posted on the City’s official Facebook page and Twitter or Nixle with appropriate links. YouTube may also be an appropriate platform for any related video content or presentations.

RBTV, the City’s Television Channel (Channel 8 on Time Warner, Channel 41 on Verizon) can be used to post information via the “ Community Bulletin Board” video message display. Send information (preferably in Power Point format) to [email protected].

Flyers may be written and distributed to counters around City hall. The flyer typically follows the news release in form and is designed to inform the people who are affected most directly by the fee. For instance, fee increases that affect the Engineering and Building Department will be placed on the counter where they assist their customers.

Depending on the timing of the proposed changes, the quarterly City newsletter may be used to inform local citizens on fee changes that affect Page43N1 20 of
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16 large numbers of the citizenry. Contact Recreation and Community Services for newsletter publication deadlines.

Workshops
Workshops may be held to instruct the public or City employees on how the proposed fees or changes are going to be applied and what is entailed. Such workshops may especially be needed for solid waste or similar type fees.

Personal Communication
Key stakeholders and associations should be contacted personally by staff to review the proposed changes.

Organizations that regulate and inform the public or advise City Council should be contacted. This may include the Chamber of Commerce, the Historical Society, the Building Commission and Planning commissions, but can embrace any organization that is related to the proposed change or fee increase.

Attendance at a regular meeting of stakeholder groups to explain the proposed changes or fee increases is recommended whenever possible.

Direct Mail
Specially produced flyers, brochures or postcards may be produced and targeted to specific areas that are affected by the proposed changes or fees.

This information may also be incorporated for distribution in the City Newsletter, billings or other mail contact with customers, as in business license or planning billings.

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17 Attachment B
Emergency Communication Tools
The City has several methods to perform a mass notification to residents of an impending emergency or significant incident within the community. Listed below are the existing notification systems:

City-owned radio frequency AM 1630
Traffic message boards (4) – Property of Public Works & Police Department EZines – reverse email via City web server
Loud speaker via emergency vehicles
Hermosa Beach & Torrance Civil Defense Sirens
City web site
Regional commercial on-air radio and television
Door-to-Door handbills delivered by volunteer organizations Currently, the primary notification system utilized by the City is our AM 1630 radio frequency, which is maintained and operated by the Police Department.

With respect to Reverse 911 systems, most systems have proven to be unreliable, cost in excess of $50,000 to purchase, and operate on typical telephone hard lines which during a disaster often become overloaded and collapse due to heavy caller traffic.

The City is exploring the implementation of no-cost, technology-based systems such as Twitter and Nixle as a means to communicate emergency information directly to the public. In addition, the County of Los Angeles recently implemented a new Emergency Mass Notification System. The Sheriff’s Department is the Program Manager and if proven successful will allow other Cities within the County to become a subscriber to the system for a fee yet to be determined. Both the Fire Chief and Police Chief will monitor this implementation and make a recommendation to the City Council once the system is operational.

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18 Attachment C
City Target Audiences
Internal Audiences
Mayor and City Council
Commissions, Boards, Committees and Task Forces
Volunteers
Employees
Employee Associations
Contractors
Affiliated Volunteer Organizations
Citizens Police Academy
Friends of the Library
Volunteers in Policing
CERT
Citizens Corp Council
Neighborhood Watch
Library Foundation
Sister Cities
External Audiences
Residents
Registered Voters
Homeowners
Opinion Makers
Senior Citizens
Youth
Program Participants
Businesses
Business Owners
Non-Profit Business Owners
Visitors
Day Visitors
Over Night Visitors
Business Visitors
Tourists
Neighborhood Groups and Associations
Residents of Adjacent Communities
Future or Potential Residents and Businesses
Employees of Local Businesses
Religious Organizations
Non-Profit Organizations
Utilities (e.g., Southern California Edison, AES, Verizon, Time Warner, The Gas Company, So. Cal. Water, Waste Management)
Local and Regional News Media
National News Media and Publications
Beach Cities Health District
Businesses
Major Employers
Major Local Revenue Generators
Hotels
Restaurants
Small Businesses
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19 Financial Institutions (e.g., Moody’s, Standard & Poors) Financial Rating Institutions
Film Production Companies
Realtors
Businesses in Neighboring Communities
County, State and Federal Legislators
Governmental Agencies and Associations
Adjacent City Governments
County of Los Angeles
South Bay Cities Council of Government
State of California
League of California Cities
Federal Government
National League of Cities
Regulatory Agencies (e.g. FCC, CPUC)
Coastal Commission
Local Business Associations
Redondo Beach Chamber of Commerce & Visitor Bureau
Riviera Village Business Association and Business Improvement District North Redondo Beach Business Association
Galleria Merchants Association
Pier Merchants Association
South Bay Board of Realtors
South Bay Business Alliance
South Bay Economic Development Council
South Bay Area Chambers of Commerce
Regional Hospitals
Schools and Colleges
Redondo Beach Unified School District Board of Education Redondo Beach Unified School District Administration
Redondo Union High School
Redondo Elementary & Middle Schools
Redondo Beach Unified School District PTAs
Mira Costa High School
El Camino College
Private/Charter Schools
Clubs and Special Associations
Redondo Beach Art Group
Friends of the Redondo Beach Art Group
Friends of the Redondo Beach Dog Park
Historical Society
Rotary, Kiwanis, Eagles, Elks, Moose, Masons
Woman’s Club
Leadership Redondo Alumni Association
Citizen’s Academy Alumni Association
CERT Alumni Association
Work Force Investment Board
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Attachment D
Social Media Use Policy, Standards and Procedures
Web 2.0 Tools
Purpose:

To address the fast-changing landscape of the Internet and the way visitors, residents and businesses communicate and obtain information about the City of Redondo Beach online, the City of Redondo Beach’s (the “City”) Departments may consider using social media tools to reach a broader audience. The City encourages the use of social media to further the mission and goals of the City and the programs of its departments, where appropriate.

The City has an overriding interest and expectation in deciding what is “announced” or spoken" on behalf of the City on social media sites. This policy establishes procedures for the use of social media.

What is “social media”? “Social media” and “Web 2.0” are terms used interchangeably to refer to activities that integrate technology, social interaction and content creation.

This media allows people to generate, organize, share, edit and comment on web content by means of RSS and other web feeds, blogs, mashups, widgets, wikis, podcasts and photo and video sharing, to name a few.

General:

The use of social media by City Departments will be subject to approval by the City Manager or designee.

All of the social media sites that are created by City Departments will be subject to approval by the City Manager or designee.

The City's website ( www.redondo.org) will remain the City's primary and predominant internet presence.

The most appropriate uses of social media sites are as informational channels to increase the City's ability to broadcast its messages to the widest possible audience.

Social media will not be the primary tool used for disseminating emergency information. The Nixle system will remain the primary source of that information.

Emergency information may be released on City social media sites, but not before release on the Nixle or other emergency information systems.

Wherever applicable, content posted to the City’s social media sites will also be made available on the City's website.

Wherever possible, content posted to the City’s social media sites must contain hyperlinks directing users back to the City's official website for more in-depth information, to the “Comcate” customer service portal when applicable, or online services necessary to conduct business with the City of Redondo Beach.

The City’s social media sites shall be designated for public viewing and engagement unless otherwise directed by the City Manager or designee.

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As is the case for the City's website, the Department’s Director or designee will be responsible for the content and upkeep ( including maintenance and monitoring) of any social media site that Department may create.

Wherever possible, the City’s social media sites shall comply with all appropriate City of Redondo Beach policies and procedures, including but not limited to the City’s Communication & Customer Service Plan and the City’s Administrative Policy & Procedure 4.01 ( Electronic Communication Policy - Remote Access; Information Technology Resource Use Policy).

Any exceptions may be approved by the City Manager’s Office.

The City’s social media sites shall comply with the City’s conflict of interest code and applicable ethics rules and policies.

The City’s social media sites are subject to the California Public Records Act.

Any content maintained in a social media format that is related to City business, including a list of subscribers and posted communication ( with certain exceptions), is a public record. The Department maintaining the site is responsible for responding completely and accurately to any public records request for public records on social media that are received by the City Clerk.

Content related to City business shall be maintained in an accessible format using a hosted web based service so that it can be produced in response to a public records request. Wherever possible, such sites shall clearly indicate that any articles and any other content posted or submitted for posting may be or are subject to public disclosure upon request. Users shall be notified that public records requests must be directed to the City Clerk’s Office.

California law and relevant City records retention schedules apply to social media formats and social media content. Unless otherwise addressed in a specific social media standards document, the Department maintaining a site shall preserve records required to be maintained pursuant to a relevant records retention schedule for the required retention period in a format that preserves the integrity of the original record and is easily accessible.

Users and visitors to the City’s social media sites shall be notified that the intended purpose of the site is to serve as a means of communication between City Departments and members of the public.

The City considers the following activities and uses of social media to be unacceptable by its Employees participating on any social media account created by the City:

Inappropriate content including, but not limited to, profanity, personal insults, or content that promotes, fosters, or perpetuates discrimination on the basis of race, ethnicity, creed, color, age, religion, gender, marital status, status with regard to public assistance, national origin, physical or mental disability or sexual orientation
Endorsement using various tools including, but not limited to, the ability to follow,” “like,” or “favorite” shall not be used to endorse political parties or campaigns of any sort, elected or appointed officials, candidates for public office, or ballot measures. Social media shall not be used to endorse products or companies that seek commercial gain.

Sexual content or links to sexual content
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Solicitations of commerce
Conduct or encouragement of illegal activity
Information that may compromise the safety or security of the public or public systems
Content that violates the copyright, trademark, or other intellectual property rights of any person or entity, or otherwise violates their legal ownership interests
This list is not exhaustive. Questions regarding the use of social media and any specific content should be directed to the Department director.

Users shall be informed by posting to the City’s social media sites that the City disclaims any and all responsibility and liability for any materials that the City deems inappropriate for posting, which cannot be removed in an expeditious and otherwise timely manner.

These guidelines must be displayed to users or made available by hyperlink. Any content removed based on these guidelines must be retained, including the time, date and identity of the poster when available, in accordance with the City’s policy on the retention of such information.

The City reserves the right to restrict or remove any content that is deemed in violation of this policy or any applicable law.

The City will approach the use of social media tools as consistently as possible.

All new social media tools proposed for City use will be approved by the City Manager’s Office.

Administration of the City’s Social Media Sites
The Information Technology Department will maintain a list of social media tools which are approved for use by City Departments and staff.

The Information Technology Department will maintain a list of the City’s social media sites, including login and password information. The Department’s Director or designee will inform the Information Technology Department of any new social media sites or administrative changes to existing sites.

The City must be able to immediately edit or remove content from social media sites.

Generally, City Departments and staff shall at a minimum monitor and update social media sites at the start of each business day, at midday, and prior to the close of the business day. Content is available on social media sites on a continual twenty-four hour schedule, however, site content would only be provided by the City during normal business hours or as required by Departmental operations, with exceptions due to extenuating circumstances.

The following social media tools have been approved by the City and standards have been developed for their use:

Twitter: Twitter Standard
Facebook: Facebook Standard
NextDoor: NextDoor Standard
Nixle: Nixle Standard
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Instagram: Instagram Standard
Snapchat: Snapchat Standard
The use of any other social media sites must be approved by the City Manager or designee.

TWITTER STANDARD
Purpose
Twitter is a micro-blogging tool that allows account holders to “ tweet” a message comprised of up to 140 characters of information. By establishing and maintaining Twitter accounts, City Departments will communicate information directly to their Twitter followers, alerting them to news and directing them to the City’s website for more information. These standards should be used in conjunction with the City's Social Media Use Policy, Standards and Procedures.

Page Administrators
A successful page requires consistent attention. The Department’s Director will designate one or more staff members as page administrators who will be responsible for monitoring the Department/Division Twitter account. Only designated Department staff members will make posts.

The Department’s Director or designee will be responsible for ensuring content is not stale. The Department will designate one or more back-up administrators.

Content
A Department’s Director or designee shall hold and maintain that Department's Twitter account.

Each Department will have only one Twitter account, unless otherwise approved by the City Manager. Account information, including usernames and passwords, shall be registered with the Information Technology Department.

Twitter user names or addresses should begin with " Redondo Beach" ( i.e.

RedondoBeachBCT, RedondoBeachFire or [email protected]). In cases where the username consists of too many characters, user names or addresses should begin with " RB” or with a regularly recognized brand name ( i.e. Beach Cities Transit, BCT).

The main image should be the Department, Division or program logo, and/or an appropriate photo. It may also be the City's logo. If the City logo is not used as the main image it may be in the background section.

Twitter hashtags initiated by City users shall contain wording identifying it as a hashtag from an official City Twitter, i.e. #RBOfficial.

Twitter accounts shall serve five primary purposes:

Disseminate immediate interesting or important information to the public of which a news item on the City’s website is not necessary or possible.

Provide alerts and announcements for programs.

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Promote City-sponsored meetings, events, programs and facilities.

Refer followers to a news item or content hosted at the City’s website.

Receive comments and information from constituents.

Information posted on Twitter shall conform to the existing protocols for the City and the Department that is posting the information. Tweets shall be relevant, timely and informative.

Twitter content, as much as possible, should reference information presented on the City’s website and other existing information-dissemination mechanisms, and provide links to the City's official website for access to the Department or City webpage for more in-depth information, forms, documents, to the “ Comcate” customer service portal when applicable, or online services necessary to conduct business with the City of Redondo Beach. The Department’s Director or designee shall ensure that information is posted correctly the first time.

Departments will use proper grammar and standard AP style, and will avoid the use of jargon and abbreviations. Twitter is more casual than most other communication tools, but communications must still best represent the City at all times.

The Department’s Director or designee shall be responsive to those constituents who communicate via Twitter's @reply or direct message functions.

Communication with followers will be timely and consistent with existing protocols.

Photos
Page administrators may add appropriate photos to the Department/Division Twitter page. The approval of the City Manager will not be required. If there are postings of photos of the public, staff must secure waivers by individuals depicted in the photo. Photos of the City’s employees taken during regular office hours may be posted without obtaining waivers. Photos of elected officials shall not be posted.

The ability for site visitors to post photos and videos shall be turned off unless approved by the City Manager or designee.

Style
Any City Twitter pages will be based upon a template that includes consistent City branding, as applicable within the Twitter page frame.

Archive
All social media activity shall be archived using a hosted web based service (i.e.

ArchiveSocial) for the purposes of public records retention in accordance with applicable City policy regarding retention of such information that is not available from the social media application.

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FACEBOOK STANDARD
Purpose
Facebook is a social networking site that continues to grow in popularity and functionality. Businesses and government agencies have joined individuals in using Facebook to promote activities, programs, projects and events. This standard is designed for City Departments looking to attract residents and visitors to Department websites and to inform a broader audience about City activities. These standards should be used in conjunction with the Social Media Use policy. As Facebook changes, these standards may be updated as needed.

The Department’s Director or designee shall register the page with a City email address.

Personal Facebook profiles should not be used to administrate City pages unless approved by the City Manager or designee.

Type of “Pages”
The City will create “ pages” in Facebook ( not “groups”). Facebook pages offer distinct advantages including greater visibility, customization and measurability.

City Facebook “ pages” will accept “fans” (an unlimited number of public users who “ like” the page) but will not accept “friends” (a feature only permitted with personal Facebook pages).

Format
For 'type' description, choose “government.”
The main image shall be the Department, Division or program logo, or an appropriate photo. The City's logo may be used as one of the profile pictures.

Departments will include the program description in the introduction box on the Wall Page. Additionally, Departments shall include the City’s mission statement, which may be made accessible via a link to the City website.

The main page should identify the webpage as an “Official” page for the City of Redondo Beach. It should also include the City webpage address www.redondo.org) and the City’s main phone line.

Under the “ About” website section, a Department, Division or program description should be listed, as well as the following information:

This is an official Facebook page of the City of Redondo Beach. For more information about the City of Redondo Beach please visit www.redondo.org. This site is intended to serve as a mechanism for communication between the public and the Department on the listed topics and as a forum to further the mission of the Department. Any comment submitted to this page may be considered a public record which is subject to disclosure pursuant to the California Public Records Act.

Public information requests must be directed to the City Clerk’s Office.” If comments are turned on, the “About” website section should also include the following Comment Policy:

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Comments posted to this page will be monitored and inappropriate content will be removed as soon as possible. Under the City of Redondo Beach Social Media Use Policy, Standards and Procedures, the City reserves the right to remove inappropriate content, including, but not limited to, those items that have obscene language or sexual content, threaten or defame any person or organization, violate the legal ownership interest of another party, promote illegal activity and promote commercial services or products. The City disclaims any and all responsibility and liability for any materials that the City deems inappropriate for posting, which cannot be removed in an expeditious and otherwise timely manner.”
Links to the City webpage address (www.redondo.org) and the City’s main phone line must be included on the “Info” page.

The page name must be descriptive of the Department and/or program. Each Department will choose a page name carefully with consideration given to abbreviations, slang iterations, and proper grammatical usage. The City Manager or designee will approve proposed names for Facebook pages.

Page Administrators
A successful page requires consistent attention. The Department’s Director will designate one or more staff members as page administrators who will be responsible for monitoring the Department/Division Facebook page. Only designated Department staff members will make posts.

The Department’s Director or designee will be responsible for ensuring content is not stale. The Department will designate one or more back-up administrators.

Comments and Discussion Boards
Comments to the Facebook page by visitors generally will be allowed if the Department is able to and does regularly monitor content. Discussion Boards shall be turned off unless approved by the City Manager or designee.

Photos
Page administrators may add appropriate photos to the Department/Division Facebook page. The approval of the City Manager will not be required. If there are postings of photos of the public, staff must secure waivers by individuals depicted in the photo. Photos of the City’s employees taken during regular office hours may be posted without obtaining waivers. Photos of elected officials shall not be posted.

The ability for fans to post photos and videos shall be turned off unless approved by the City Manager or designee.

Videos
Video content should meet the following goals: provide information about City services, events, issues, individuals or organizations that contribute to Redondo Page43N1 31 of
Beach and the region. The City encourages the use of video content to further the goals of the City and the missions of its departments, where appropriate.

Video and audio resolution should be of high quality to ensure that information is being clearly conveyed.

The Department Head is responsible for ensuring that appropriate video content is posted to City Facebook accounts.

The department must have secured the right to stream the video by (1) certifying the video was produced by a department in the City or ( 2) securing written permission from the author or owner for the City to use the video.

Posters should use discretion in posting videos to ensure that the video is an appropriate medium to convey a message in conformance with the video content goals.

Style
Any City Facebook pages will be based upon a template that includes consistent City branding, as applicable within the Facebook page frame.

Departments will use proper grammar and standard AP style, and will avoid the use of jargon and abbreviations. Facebook is more casual than most other communication tools, but communications must still best represent the City at all times.

Departments will only include a location tag ( geotagging) to locations in Facebook posts if it is determined that the location tag is informative, accurate and appropriate for that particular post.

Applications
There are thousands of Facebook applications. Common applications can allow users to stream video and music, post photos, and view and subscribe to RSS feeds. While some may be useful to the page's mission, they can cause clutter and security risks.

An application must not be used unless it serves an appropriate and a valid business purpose, adds to the user experience, comes from a trusted source, and is approved by the City Manager.

An application may be removed at any time if the City determines that it is causing a security breach or spreading viruses.

Archive
All social media activity shall be archived using a hosted web based service (i.e.

ArchiveSocial) for the purposes of public records retention in accordance with applicable City policy regarding retention of such information that is not available from the application.

Indemnity
Most online sites require users to agree to terms of service that include such provisions as:

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1. Indemnification and Defense. When a public agency creates an account on a social media site, it typically must agree not to sue the site, nor allow the site to be included in suits against the agency. Many sites also require the account owner to pay the site's legal costs arising from such suits.

2. Applicable Law and Venue. Most terms of service also assert that a certain state's laws ( usually California, but not necessarily always) apply to the terms of use and that the state’s courts will adjudicate disputes.

The terms of service represent a binding contract; public agencies should assure that they have taken the steps necessary to bind the agency to such an agreement.

Some companies are willing to negotiate on the substantive provisions in the terms of use, but they may be hesitant to negotiate separate agreements with dozens of different agencies. For example, the FAQ on the “ Facebook and Government” page indicates that “ at this time Facebook does not have any special legal agreements for state and local governments.” Page43N1 33 of

NEXTDOOR STANDARD
Purpose
NextDoor is a local community based social networking site that continues to grow in popularity. Community members and neighborhoods have joined in using NextDoor to provide local alerts, share information and ideas about community activities, and to promote residential connectivity. This standard is designed for City Departments looking to communicate with residents and visitors and to inform a broader audience about City activities. These standards should be used in conjunction with the Social Media Use policy. As NextDoor changes, these standards may be updated as needed.

The Department’s Director or designee shall register the page with a City email address.

Personal NextDoor profiles should not be used to administrate City pages unless approved by the City Manager or designee.

Content:

Links to the City webpage address (www.redondo.org) and the City’s main phone line must be included on the “Info” page.

Page Administrators
A successful page requires consistent attention. The Department’s Director will designate one or more staff members as page administrators who will be responsible for monitoring the Department/Division NextDoor page. Only designated Department staff members will make posts.

The Department’s Director or designee will be responsible for ensuring content is not stale. The Department will designate one or more back-up administrators.

Comments and Discussion Boards
Comments to the NextDoor page by visitors generally will be allowed if the Department is able to and does regularly monitor content. Discussion Boards shall be turned off unless approved by the City Manager or designee.

Photos
Page administrators may add appropriate photos to the Department/Division NextDoor page. The approval of the City Manager will not be required. If there are postings of photos of the public, staff must secure waivers by individuals depicted in the photo. Photos of the City’s employees taken during regular office hours may be posted without obtaining waivers. Photos of elected officials shall not be posted.

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The ability for fans to post photos and videos shall be turned off unless approved by the City Manager or designee.

Videos
Video content should meet the following goals: provide information about City services, events, issues, individuals or organizations that contribute to Redondo Beach and the region. The City encourages the use of video content to further the goals of the City and the missions of its departments, where appropriate.

Video and audio resolution should be of high quality to ensure that information is being clearly conveyed.

The Department Head is responsible for ensuring that appropriate video content is posted to City NextDoor accounts.

Posters should use discretion in posting videos to ensure that the video is an appropriate medium to convey a message in conformance with the video content goals.

Style
Any City NextDoor pages will be based upon a template that includes consistent City branding, as applicable within the NextDoor page frame.

Departments will use proper grammar and standard AP style, and will avoid the use of jargon and abbreviations. NextDoor is more casual than most other communication tools, but communications must still best represent the City at all times.

Departments will only include a location tag (geotagging) to locations in NextDoor posts if it is determined that the location tag is informative, accurate and appropriate for that particular post.

Archive
All social media activity shall be archived using a hosted web based service (i.e.

ArchiveSocial) for the purposes of public records retention in accordance with applicable City policy regarding retention of such information that is not available from the application.

Indemnity
Most online sites require users to agree to terms of service that include such provisions as:

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2. Applicable Law and Venue. Most terms of service also assert that a certain state's laws (usually California, but not necessarily always) apply to the terms of use and that the state’s courts will adjudicate disputes.

The terms of service represent a binding contract; public agencies should assure that they have taken the steps necessary to bind the agency to such an agreement.

Some companies are willing to negotiate on the substantive provisions in the terms of use, but they may be hesitant to negotiate separate agreements with dozens of different agencies.

NIXLE STANDARD
Background
Nixle is a partner with Nlets, the International Public Safety and Justice Network. Nlets is the international, computer-based message switching system that links together local, state, and federal law enforcement and justice agencies for the purpose of exchanging information. Nixle’s servers are housed within the Nlets secure facility. All local, state, and federal law enforcement agencies can send out instant, geographically-targeted information from their existing secure law enforcement terminals. Other city and municipal users send information in a similar, yet equally secure and authenticated way.

Nixle currently delivers information to consumers over their cell phones ( SMS text messaging), emails ( computers and smart phone devices), and simple web access at www.nixle.com.

The Alert message type is intended for “urgent must know” notifications. It is similar to what many would refer to as an emergency alert. Only law enforcement, elected or appointed officials can authorize the public release of an urgent message. The Advisory message type is intended both for time-sensitive and non-time-sensitive important neighborhood to community level information. The Advisory type message may also include advisories for public safety, health, weather, traffic, and similar kinds of information. The Community message type is intended for all municipal and community non-time-sensitive messages, news and information.

Our website/PD links the “agree to terms and conditions” directly to the Nixel page:
http://www.nixle.com/terms-of-service/
Our website/PD links the “privacy policy” directly to the Everbridge page:
http://www.everbridge.com/about-us/privacy-policy/
Purpose
The purpose of this policy is to establish procedures and instructions for agency supervisors and other authorized personnel in the use of the City Redondo Beach community notification system.

Policy
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It is the policy of the City of Redondo Beach to utilize a community notification system to provide timely updates and information to the citizens of the City on matters of public safety and relevant community information. All relevant City departments including Administration, Fire, and Police, as well as the City’s Emergency Operations Center, are expected to utilize the service described below.

Procedures
A. System Overview
The City of Redondo Beach utilizes the services of nixle.com to provide electronic updates in the form of emails, text messages, and static online posts to citizens of the City. Nixle provides a secure, web-based communications platform to government agencies that facilitates the quick transmittal of Alerts, Advisories, Community information, and traffic information to the public.

B. Access
In order to ensure that the citizens of Redondo Beach realize the full potential of this system for providing important, and potentially lifesaving information, the City Manager, Emergency Operations Center, Police Chief, Fire Chief and other City personnel as designated by the City Manager shall receive a Nixle username/password and training on its use in order to facilitate the City’s ability to provide these updates as needed.
o Only authorized personnel shall access the system and/or send messages.
o No personnel of the City shall send public messages until he or she has received authorization from the City Manager, Police Chief, Fire Chief or their designee.

C. Types of Messages
The City of Redondo Beach will utilize the Nixle System to transmit three types of messages. These messages will be classified as either “Alerts”, “Advisories” or Community”.

Alert messages shall be used to inform and update citizens of the City in the event of an actual or potential emergency situation. Examples of Alert messages include, but may not be limited to:
o Severe weather WARNINGS issued by the National Weather Service NWS);
o Vehicle accidents causing traffic delays and / or road closures for extended periods of time;
o Currently-occurring and /or continuing incidents of criminal activity; Police Chief or his/her designee)
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o Missing / endangered / at-risk individuals; (Police Chief or his/her designee)
o Evacuations;
o A request for damage reports from City residents following an incident; o An increase in the National Terror Advisory System status; o Terror attacks (Police Chief or his/her designee); and o Other messages as approved by the City Manager.

The nature of an Alert message requires immediate publication. Therefore, all members of the Police Department’s staff, Emergency Operations Center and other employees and or City personnel as designated by the City Manager shall have access to the Nixle system and have standing authority to post these alerts as needed in accordance with the guidelines established in this policy.

Alert messages will be published in the following manner:
o Upon being notified of an incident that may be cause for notification of City residents, the on-duty supervisor or designee will log on to https://agency.nixle.com using his/her username and password as soon as possible in order to post an Alert message.
o National Weather Service advisories such as severe thunderstorm watches, tsunami watches, etc. may be posted on Nixle as an Advisory message. Severe weather or related warnings are to be posted as an Alert message on Nixle.
o Should a NWS Watch transmitted in a previous Nixle Advisory message be subsequently upgraded to a WARNING, the supervisor or designee may return to the system and post an Alert message.
o At no time will an employee’s safety be compromised in order to post a message. If an event requires the employee to seek shelter and/or creates a situation where he or she cannot safely post a message, safety takes priority.
o To facilitate ease of use and to maintain consistency in messages, Alert and Advisory messages will be posted using Nixle’s pre-loaded message templates when possible.

Advisories - Advisory messages are those that convey news and information about incidents or potential incidents that do not rise to the level of an Alert.

These types of incidents and events may include, but not be limited to:
o Pre-scheduled events or gatherings of large crowds that may cause traffic congestion;
o Construction or other activity that may cause traffic delays; o Road detours of extended duration (repeat reminders may be sent); Page43N1 38 of
o Severe weather WATCHES issued by the National Weather Service; and o Post-incident information directing City residents to take, or avoid taking, specific actions in order to remain safe.

Community - Community messages should be used to convey everyday local news, happenings and developments. Community messages should not contain any time-critical information. These types of messages include but are not limited to:
o Police Blotter
o Event Reminder
o Sobriety Checkpoint Notices
o Crime Prevention Tips
o City Council Meetings
o Community Updates
D. Secure Desk
Nixle provides support, documentation, and assistance through their online Secure Desk available at http://www.nixlesecuredesk.com. The secure username and password to this website will be provided to all authorized users and must be kept secure at all times.

INSTAGRAM STANDARD
Background
Instagram is a more limited social media platform which provides for posting of photos or short videos with or without accompanying captions, locations, or hashtags. A person or entity may creates a profile to which a photo as well as a description of up to 150 characters. Posts consist of a photo, collage of photos or a video with a maximum length of sixty (60) seconds. Each post may have captions of up to 2,200 characters.

Instagram Account Set-Up
The Instagram account name should indicate the Department, Division or program description that best describes the City user of the account. Under the Bio” section the following information must be included:

This is a Redondo Beach City Account. Comments may be public records subject to disclosure. Submit requests for such records to RB City Clerk’s Office.”
The word “Office” will need to be removed from this description in order to add a hyperlink to a full disclosure statement.

Content
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A Department’s Director or designee shall hold and maintain that Department's Instagram account.

Each Department will have only one Instagram account, unless otherwise approved by the City Manager. Account information, including usernames and passwords, shall be registered with the Information Technology Department.

Instagram user names or addresses should begin with " Redondo Beach" ( i.e.

RedondoBeachPD, RedondoBeachFire or [email protected]). In cases where the username consists of too many characters, user names or addresses should begin with " RB” or with a regularly recognized brand name ( i.e. Beach Cities Transit, BCT).

Instagram accounts shall serve four primary purposes:

Disseminate immediate interesting or important information to the public of which a news item on the City’s website is not necessary or possible.

Provide alerts and announcements for programs.

Promote City-sponsored meetings, events, programs and facilities.

Receive comments and information from constituents.

Information posted on Instagram shall conform to the existing protocols for the City and the Department that is posting the information. Instagram posts of photos or videos shall be relevant, timely and informative.

Departments will use proper grammar and standard AP style, and will avoid the use of jargon and abbreviations. Instagram is a more casual platform than most other communication tools, but communications must still best represent the City at all times.

The Department’s Director or designee shall be responsive to those constituents who communicate via Instagram's comment or direct message functions.

Communication with followers shall only be necessary in response to direct messages and shall be timely and consistent with existing protocols.

Departments will employ limited and appropriate hashtags in Instagram posts, keeping in mind that each post will be searchable by use of that hashtag by all Instagram users.

Departments will only include a location tag ( geotagging) to locations in Instagram posts if it is determined that the location tag is informative, accurate and appropriate for that particular post.

Items added to Instagram stories should encompass a daily “ message” that is within the content guidelines delineated in this policy.

Photos
Page administrators may add appropriate photos to the Department/Division Instagram account. The approval of the City Manager will not be required. If there Page43N1 40 of
are postings of photos of the public, staff must secure waivers by individuals depicted in the photo. Photos of the City’s employees taken during regular office hours may be posted without obtaining waivers. Photos of elected officials shall not be posted.

Video and audio resolution should be of high quality to ensure that information is being clearly conveyed.

The Department Head is responsible for ensuring that appropriate video content is posted to City Instagram accounts.

Due to the abbreviated nature of the length of video that may be posted on Instagram, posters should use discretion in posting videos to ensure that the video is an appropriate medium to convey a message in conformance with the video content goals.

Style
Departments will use proper grammar and standard AP style, and will avoid the use of jargon and abbreviations. Instagram is more casual than most other communication tools, but communications must still best represent the City at all times.

Archive
All social media activity shall be archived using a hosted web based service (i.e.

ArchiveSocial) for the purposes of public records retention in accordance with applicable City policy regarding retention of such information that is not available from the application.

Indemnity
Most online sites require users to agree to terms of service that include such provisions as:

2. Applicable Law and Venue. Most terms of service also assert that a certain state's laws (usually California, but not necessarily always) apply to the terms of use and that the state’s courts will adjudicate disputes.

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SNAPCHAT STANDARD
Background
Snapchat is an even more limited form of social media than Instagram. A Snapchat user may send a photo or video (“Snap”) to select or all “friends” which will last up to ten (10) seconds on that “friend’s” phone once they open the Snap. The Snap may be replayed only once by the receiver of the Snap. The video may be up to ten (10) seconds in length. A Snapchat user may also create a “story” which can be a photo, video, or combination and can be viewed an unlimited number of times by the user’s friends.

Additional photos or videos can be added to the “story” and each item in the “story” is available for twenty-four ( 24) hours after its addition to the story. Snapchat does not have an automatic internal archiving feature so ALL USERS MUST MANUALLY SAVE EACH AND EVERY SNAP THAT IS SENT FROM A CITY SNAPCHAT ACCOUNT in order to comply with the California Public Records Act. Further, if the story feature is used the story must be saved after its completion. ALL USERS MUST MANUALLY

SAVE EACH AND EVERY SNAP STORY THAT IS POSTED FROM A CITY SNAPCHAT ACCOUNT in order to comply with the California Public Records Act.

All of the Instagram Standards shall apply to City use of Snapchat. Snapchat archiving must adhere to different standards as described herein.

Snapchat Account Set-Up
The Snapchat account name should indicate the Department, Division or program description that best describes the City user of the account and follow all Content requirements from Instagram guidelines.

City Snapchat account users shall accept all friend requests but may not add friends due to the inability to archive Snaps sent to City Snapchat accounts.

Content
Viewable length of Snap should be maximum length in accordance with the goal of public outreach.

Items added to Snap stories should encompass a daily “message” that is within the content guidelines delineated in this policy.

Archive
Unfortunately, the hosted web based services such as ArchiveSocial that the City will use to archive activity on other City social media pages is not currently available for Snapchat. As such, all archiving of Snapchat activity is the responsibility of City users for the purposes of public records retention in accordance with applicable City policy regarding retention of such information that is not available from the application.

Individual Snaps must be saved prior to being sent by pressing the download button indicated below with the blue arrow:

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You will see the “ Saved to Memories!” if you successfully save the Snap, as indicated in the photo to the right above, also with a blue arrow.

Snap stories must be saved individually as indicated above as well as in their entirety. Stories may be saved in their entirety as described and shown below:

The user must ensure that they see the “ Saved!” banner above to ensure that the story is saved on Snapchat.

City Snapchat users shall not add friends because there is no way to ensure that any Snaps sent by friends to City Snapchat accounts will be consistently and accurately archived.

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Redondo Beach City CouncilSeptember 5, 2023

Redondo Beach City Council
September 5, 2023