Procedures for the Use of Social Media by Government Agencies 2075

The Government of Nepal, specifically through Ministry of Communication and Information Technology (MoCIT) has come up with the Procedures for the Use of Social Media by Government Agencies 2075’ as a guiding document for government agencies to operate and manage social media accounts.

Here are some of the highlights from the document based on unofficial translation by NIRC team.

Operation and Management of Twitter Accounts

  • All government agencies need to open up Twitter account and bring into operation.
  • Official emails should be used for username. For eg for Office of Prime Minister and Council of Ministers officials, undersecretary@opmcm.gov.np).
  • For the profile picture of the handle, official logo of the agency or of the Government of Nepal needs to be used.
  • The cover image of the handle should distinctly represent the government agency.
  • The twitter bio should provide complete official information about the agency (such as full name, objectives, website address).
  • Name of the handle should appropriately represent the government agency.
  • The concerned agency needs to apply for account verification after some time of the operation of the handle.
  • Twitter should be used on a daily and regular basis.
  • All grievances and comments received should be regularly monitored; for sensitive and urgent matters, immediate appropriate action needs to be taken by concerned officials.
  • All notices and information should be posted in the Twitter handle on timely and regular basis.
  • All features – like, tweet, retweet, quote reply could be appropriately used by the officials.
  • Tweets, replies, retweets demeaning any individuals or causing negative effect upon them should be avoided.
  • While replying to any tweets, appropriate words need to be used, without expressing any anger/hatred or providing any negative comments/feedback.
  • In case of replying to any personal grievances/cases, response should be something like this: “Regarding your query/grievance, we have messaged you. Please have a look.” In order to maintain privacy, for any personal grievances/issues, the replies should not be appearing in the timeline.
  • Monthly report of all your handle activities – tweets, retweets, replies/quotes should be prepared and submitted to the head of the concerned government authority.
  • Official(s) responsible for handling twitter account need to engage with other similar government handles – following them, liking and sharing their content, informing about important updates using twitter features; creating a message group of similar handles for easy and effective communication.
  • Official(s) responsible for handling twitter account need to only follow appropriate and relevant handles that concern the agency’s work nature.

Operation and Management of Facebook Pages

  • All government agencies need to set up Facebook page and bring into operation.
  • Official emails should be used for username. For eg for Office of Prime Minister and Council of Ministers officials, undersecretary@opmcm.gov.np).
  • For the profile picture of the Facebook page, official logo of the agency or of the Government of Nepal needs to be used.
  • The cover image of the page should distinctly represent the government agency.
  • The page details should provide complete official information about the agency (such as full name, objectives, website address).
  • Name of the page should appropriately represent the government agency.
  • The concerned agency needs to apply for page verification after some time of the operation of the page.
  • All notices and information should be posted in the Facebook page on timely and regular basis.
  • All features – like, share, reply, message should be appropriately used by the officials.
  • Replies, mentions, shares demeaning any individuals or causing negative effect upon them should be avoided.
  • While replying to any mentions or comments, appropriate words need to be used, without expressing any anger/hatred or providing any negative comments/feedback.
  • In case of replying to any personal grievances/cases, response should be something like this: “Regarding your query/grievance, we have messaged you. Please have a look.” In order to maintain privacy, for any personal grievances/issues, the replies should not be appearing on the wall of the page.
  • Monthly report of all your page activities – tweets, retweets, replies/quotes should be prepared and submitted to the head of the concerned government authority.
  • Official(s) responsible for handling Facebook page need to engage with other similar government pages – following them, liking and sharing their content, informing about important updates using Facebook features; creating a message group of similar handles for easy and effective communication.
  • Official(s) responsible for handling Facebook page need to only follow appropriate and relevant pages that concern the agency’s work nature.
  • The queries/concerns received in the Facebook page will be addressed by the concerned ministerial grievance management committee.

Operation and Management of Viber Accounts

  • All government agencies need to set up Viber account and bring into operation.
  • To bring into operation Viber services, mobile numbers of the office of the agency needs to be used.
  • For the profile picture of the Viber account, official logo of the agency or of the Government of Nepal needs to be used.
  • The account details should provide complete official information about the agency (such as full name, objectives, website address).
  • Name of the page should appropriately represent the government agency.
  • The viber account needs to be available during office hours in each working day to make it operational for public use.
  • Appropriate responses should be provided to the queries/concerns by the public using the viber account.
  • All Viber features should be appropriately used by the officials.
  • Responses demeaning any individuals or causing negative effect upon them should be avoided.
  • While replying to any comments in the voice/video calls or messages, appropriate words need to be used, without expressing any anger/hatred or providing any negative comments/feedback.
  • In case of replying to any personal grievances/cases, response should be something like this: “Regarding your query/grievance, we have messaged you. Please have a look.” In order to maintain privacy, for any personal grievances/issues, the replies should not be appearing on the wall of the page.
  • Monthly report of all your account activities – messages and responses should be prepared and submitted to the head of the concerned government authority.
  • All contact numbers received from the Viber account needs to be saved along with the identity of the users.
  • Official(s) responsible for handling Viber account need to engage with other similar government Viber accounts – following them, liking and sharing their content, informing about important updates using Facebook features; creating a message group of similar handles for easy and effective communication.
  • Official(s) responsible for handling Viber account need to only follow appropriate and relevant pages that concern the agency’s work nature.
  • The queries/concerns received in the Viber account will be addressed by the concerned ministerial grievance management committee.

Other Provisions mentioned in the Procedures

  • Blocking/restricting users spreading hate messages against religion, caste/ethnicity or any particular group, using inappropriate language, posting obscene photos/videos – as per the decision by the social media management committee of the government agency.
  • Human resource management for social media account operation and management: In order to operate and manage social media accounts, the required human resources need to be identified and mobilised accordingly. Those professionals who are experienced in handling social media accounts and skilled in external communications and public relations need to be recruited for this responsibility.
  • The recruited professionals need to be properly oriented about their roles and responsibilities and should be provided with written Job Description for their role.
  • In case the person responsible for handling the social media account(s) is on leave, s/he needs to provide login details to other members of the account management team to continue operating the accounts in his/her absence.
  • In order to address the grievances, suggestions provided by the public users, a grievance/issue management committee needs to be developed and appropriate immediate actions need to be taken accordingly.
  • In order to make information and public services more accessible and effective to public, government of Nepal can start its own public interaction platforms other than the social media accounts.
  • Facebook Account/Page Procedures 2072 has been dismissed and will be replaced by this Social Media Use for Government Agencies Procedures 2075. All government social accounts and pages developed under the previous procedures will now be regulated through the new procedure.

 

The original document in Nepali can be downloaded here:

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