Page last updated at 10:55 GMT, Thursday, May 24 2012
Social Media Users' Statement (May
This statement provides information on how we use social media
and what level of service you can expect from us.
This statement refers to:
- Eastleigh Borough Council’s Facebook page and
our Twitter account (@EastleighBC)
- The Point and the Berry Theatre’s Facebook pages and Twitter
accounts (@PointEastleigh and @theberrytheatre)
This account is managed by the Corporate Communications Team who
provide and share information on behalf of council services.
- We use a range of social media
- Provide instant and up-to-date
- Give information on the status of
- Provide event information
- Engage with our customers
- Carry out formal and informal
- Share photos, documents and
Our accounts are monitored during office hours
only. These are Monday to Thursday 8:30am-5pm, Friday 8:30am-
4:30pm. We may also use them outside of these hours, for example,
during emergency events or on special occasions, such as
Connecting to our services
Anyone with their own account may connect to
us without approval (e.g. by ‘liking’ our Facebook page or
following us on Twitter). By connecting with any of our social
media accounts, you agree that we will send information directly to
you. Our Facebook and Twitter feeds are also made available
as read-only for those without an account.
We aim to give a full response to questions
asked through social media services within one working day. Where
this is not possible, we will tell you and respond within five
Emergency or urgent
Emergency or urgent requests (for example
reporting a missed bin or telling us about offensive graffiti)
should not to be sent to us using social media. Please use the
links on the council website.
Customer feedback and
Official complaints or feedback on council
services should not be submitted to us via our social media
accounts, but by using the form on the council website. If you send
a complaint by social media we will ask you to resubmit it in the
appropriate way. Planning objections and comments
should only be submitted in writing or by email to Development
Control or through the council website.
Where we post information to a social media
profile, you may share this on your own profile but must state the
original source (e.g. Eastleigh Borough Council or The Point). Our
information must not be used in a way that breaches Copyright
Comments posted to our social media accounts
will be monitored. We reserve the right to remove inappropriate
comments including those that:
- have obscene language or sexual content
- threaten or defame any person or
- violate the legal ownership interest of
- support or oppose political candidates or
- promote illegal activity
- promote commercial services or products
- are not topically related to the particular
Where anyone persistently posts inappropriate
comments (as set out above), we will send them two warning messages
before blocking their connection to us.
Use of Twitter
The following points refer specifically to how
the council uses Twitter.
Following / Followers
We do not automatically follow people who are
following us. Instead, we only follow relevant organisations,
agencies and professionals. Where we do follow someone it does not
indicate any endorsement by the council.
We will use hashtags when posting about news,
campaigns or events to offer a quick link to archived posts; e.g.
#parksport or #eastleighmela.
We will also contribute to community hashtags
with public interest information when it can be offered and is
We will retweet posts that we deem are in the
public interest or provide impartial, commercial-free information
that is politically neutral.
On occasions, we will use our account to
provide live text commentary of rolling news, events or occasions.
These will be marked with a relevant hashtag.
Direct Messages (DM)
Where we are asked to provide a response, but
it contains sensitive or personal information, we will reply using
a Direct Message, rather than respond in public. Please note: we
will never DM any user asking to disclose personal information.
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