The City of Reno is connected to several social networks, including Facebook, Twitter, LinkedIn and YouTube. We’d like to encourage citizen communication, so our goal is to handle comments and replies made by the public according to the following standards:

1) To encourage engagement and increase transparency, it is the City of Reno’s intent to leverage social media as a method of two-way communications. To that end, when the appropriate resources are available, comment and forum features will be activated to allow users to make comments, ask questions, or request services.

a) When activated, comments and forums should be reviewed every work day, before noon

b) Staff will assess the content of each post or comment to determine it meets the standards described below or if it requires a response from the City

c) Posts or comments requiring a response will be answered with a status of the response within 16 work hours (two work days) and with the full response within five work days. Whenever possible, responses should be made immediately

d) Posts or comments requiring a service request will be submitted to Reno Direct for inclusion in the customer relationship management system

2) City employees shall immediately remove any comment which violates any local, state, or federal law regarding discrimination, harassment, or violence.

3) City employees shall delete posts that contain content that is offensive or commercial in nature. In an effort to provide a free exchange of ideas, if the content is positive or negative and in context to the conversation, then the content will be approved, regardless of whether it’s favorable or unfavorable to the City. However, if the content contains offensive language, is discriminatory, a commercial messgae, or is out of context, then that content will be deleted or rejected.