Social Media House Rules

The City's Communication Channels

The purposes of the City’s official communication channels include:

Sharing information required by law to be publicly available

Sharing information that is of interest and benefit to the Community

Promoting City events, facilities, services and fostering local pride

Promoting Public Notices and community consultation/engagement opportunities

Answering questions and responding to requests for information relevant to the role of the City

Receiving and responding to community feedback, ideas, comments, compliments and complaints

Please note that the City is not able to promote public events or personal initiatives that are not organised, sponsored, supported or created by partners of the City.The City will use a combination of different communication channels to suit the type of information to be communicated and the requirements of the stakeholders or specific audience, including:

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Websites
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Advertising and promotional materials
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Prepared media releases to promote specific City positions and activities

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Social media
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Community publications including: newsletters, letter drops and other modes of communications undertaken by the City at the discretion of the CEO

The City of Armadale’s main official social media accounts are:

Armadale Fitness and Aquatic Centre Facebook

Armadale Fitness and Aquatic Centre Instagram

Armadale Heritage and Libraries Facebook

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Armadale Heritage and Libraries YouTube
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Perth Hills Armadale Visitor Centre Facebook

Perth Hills Armadale Visitor Centre Instagram

Perth Hills Armadale Visitor Centre YouTube

Each account has its own tone of voice, appropriate for the community and brand it represents. Accounts are generally monitored during business hours (8.15am to 4.45pm), although some accounts may be monitored outside these hours, depending on operational needs.In the event of an emergency, the City will use Facebook and the City’s website to communicate and advise our community regarding Emergency Management.To prevent confusion, we also reserve the right to remove (delete) announcements, updates and emergency messaging after they are no longer relevant.

Moderation of Public Comments

We actively seek ideas, questions, complaints and feedback from the public. We encourage open conversation and debate, but expect participants to behave in a respectful manner.The City reserves the right to delete comments that are:

knowingly false or mischievous complaints or statements about individuals, companies or the government

misleading, obscene, off-topic, sexist, racist or spam

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promotional or commercial in nature
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unlawful or incite others to break the law

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defamatory or harassing
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information that may compromise the safety or security of the public

repetitive posts copied and pasted or duplicated by single or multiple users

any other inappropriate content or comments as determined by City of Armadale.

Accounts and pages who consistently breach these house rules will be blocked. However, first time offenders may also be blocked if their comments or messages are deemed incompatible with the City’s ability to maintain a safe and welcoming working environment for their staff and community.

Community Pages and Groups

The City is not responsible for any comments or conversations that are shared in private community groups or pages that are not owned or operated by the City. We also don’t monitor or engage in these pages and groups.Please see the ‘enquires’ section below for how to contact us.

Enquiries

While we try to assist with simple questions or issues on social media, many matters need to be directed via our preferred channels so that the appropriate department can respond.Customer ServiceYou should contact the City of Armadale by phoning 08 9394 5000 or by emailing info@armadale.wa.gov.au if you:• have a general enquiry • need to request a service which includes; verge tree pruning, requesting a new bin service or replacement bin, street sweeping, repair a street light or maintenance of parks. • need to report an issue within your community which includes; footpath hazards, potholes, dumped rubbish, noise complaints or barking dog • would like to give us feedback or suggestions for improvement • wish to lodge complaint (view the Customer Service Charter and Customer Feedback Protocols)Contacting us via email and phone allows us to properly process your request, feedback or complaint and track progress.Project feedbackEngagementHQ is our online community hub where you can provide real input into the direction of projects and decisions that affect our community.View the projects currently open for community consultation and have your say at engage.armadale.wa.gov.au

Please note that the City is not able to promote public events or personal initiatives that are not organised, sponsored, supported or created by partners of the City.The City will use a combination of different communication channels to suit the type of information to be communicated and the requirements of the stakeholders or specific audience, including: