Rules on Social Media

Policy and scope

All social media operated under Reykjavík City's name or brand should provide clear and detailed information. They should share constructive and, when appropriate, positive content relevant to city residents.

All social media communication is planned as part of a broader, coordinated information strategy. This includes the City website (reykjavik.is) and individual workplace sites.

The Communications Team advises, sets basic communication rules, and oversees the overall picture on social media and other external and internal City channels.

The Communications Team advises, sets basic communication rules, and oversees the overall picture on social media and other external and internal City channels. Main rules for all communications:

  • Respect in content and responses
  • Accurate and impartial information
  • Compliance with Data Protection laws
  • Guidelines for advertisements and sponsorship

General rules

Each social media's editorial team agrees on and records the medium's purpose, target groups, content approach, and tone of voice. The editorial team should also decide on procedures and division of tasks. It's important to determine post frequency and monitoring, and have a content creation plan.

Information and general disclaimers should be placed in the "About" section of media as applicable.

  • All media operated in the name of Reykjavík City, its departments, or workplaces must include a sentence about Reykjavík City and a link to reykjavik.is.
  • All such media must be registered with the City's Communications Team, including editorial and contact information. Send inquiries and information to frettir@reykjavik.is.
  • Never create an official account for City activities linked to a personal account.
  • Personally identifiable issues, names, or images of individuals without consent should not appear on City social media.
  • Children have special protection under data protection laws. It's particularly important to obtain parental/guardian consent for publishing images of children on social media. See guidelines for photography in school and recreational activities.
  • For public event photos, general data protection rules apply, but it's always best to seek consent for social media and other media publication.

New account creation

Before creating a new social media account in Reykjavík City's name or formally associated with the City, staff must contact the Communications Team. They authorize new accounts and oversee all City social media.

Before seeking permission, the applicant should compile the new account's role and goals, assess potential users, and prepare a report on editorial responsibility, data protection, content creation, quality control, and updates. They should also explain why the content can't be accommodated on existing City media. An electronic form for new account applications is planned.

New accounts must always comply with Reykjavík City's general terms of use.

This process aims to increase consistency and integration in the City's external communication, not to hinder it.

Social media inquiries

Always aim to answer social media inquiries quickly and reliably. When responding, keep in mind:

  • All responses should be polite, respectful, and considerate.
  • For simple inquiries, such as fact-based questions or referrals to a website, respond directly.
  • For more complex issues, invite the person to submit a formal inquiry through abendingar.reykjavik.is or suggest other official channels.

No formal administrative case processing occurs on social media.

Security and technical issues

  • Decide which City staff have full access (as admin) to social media, aiming to keep this number low, preferably 2-3 per platform.
  • External consultants and partners should have limited access.
  • When an editorial staff member with admin rights leaves their position, their access should be terminated at the end of their employment.
  • Consider password strength and set up regular reminders to change passwords.

Questionable content

Post information and general disclaimers in the page's "About" section.

  • The editorial team may delete posts containing personally identifiable issues, names, or images of individuals without consent.
  • Hide or delete posts that may be offensive (gossip, slander, or bullying), such as derogatory comments about named individuals or staff, advertisements, racial prejudice, or other inappropriate comments, per the City's human rights policy.
  • For negative but not explicitly prohibited comments, the editorial team should generally allow the discussion to develop without intervention. Exceptions are at the editorial team's discretion.
  • If a user repeatedly posts unacceptable content, they should be blocked.

Editorial responsibility

  • The editorial team is responsible for addressing offensive comments that may appear on the page.
  • Daily page monitoring procedures are recommended.
  • The disclaimer should clearly state the page's purpose and that offensive comments won't be tolerated.

Update

These guidelines should be updated no later than September 1 each year.