Service Manual Template
Contents
1. FL amp A Public Health does not endorse any advertisements that may be visible on social media accounts or any of the pages that is linked and assume no responsibility for any content not generated or provided by KFL amp A Public Health2. KINGSTON FRONTENAC AND LENNOX amp ADDINGTON PUBLIC HEALTH BY LAW POLICY amp PROCEDURE MANUAL PROCEDURE COMMUNICATION APPROVED BY NUMBER V 122 DATE 2015 03 25 PAGE 1 of 6 SOCIAL MEDIA Definition Social Media forms of electronic communication through which online communities are created to share information ideas personal messages and other content User refers to KFL amp A Public Health employees students or volunteers that have been provided access to agency computing and networking facilities Moderator refers to KFL amp A Public Health employees students or volunteers who are authorized to represent KFL amp A Public Health communications on agency social media accounts Contributor refers to KFL amp A Public Health employees students or volunteers who are designated to provide program area content to the moderator of the social media accounts Procedure 1 0 General Guidelines 1 1 Users shall not represent themselves as a KFL amp A Public Health employee on personal social media accounts 1 2 The use of social media accounts shall comply with policy VII 54 Use of Computing and Networking Facilities policy V 06 Documentation and By law 4 Record Retention 1 3 The use of social media accounts shall comply with the laws governing privacy confidentiality and data protection in accordance with policy V 50 Protection of Personal Health Information policy V 60 Records Management under the Municipal Free
3. dom of Information and Protection of Privacy Act and policy VII 55 Security of Mobile Computing Devices 1 4 The terms and conditions of social media use are outlined in the disclaimer found in Appendix A The disclaimer shall be posted on KFL amp A Public Health s social media accounts prior to use KINGSTON FRONTENAC AND LENNOX amp ADDINGTON PUBLIC HEALTH BY LAW POLICY amp PROCEDURE MANUAL NUMBER V 122 SUBJECT Social Media Procedure PAGE 2 of 6 1 5 KFL amp A Public Health identifiers e g logo corporate identity contact information etc shall be contained in the profile information and clearly indicate that the agency or program focused social media account is maintained by KFL amp A Public Health 1 6 Moderators and contributors shall determine the best use of social media accounts to meet the needs of the residents in the KFL amp A area and to maintain an active presence 1 7 Moderators and contributors shall ensure that KFL amp A Public Health is authorized to use sound recordings images or copyrighted materials on social media accounts 1 8 Moderators shall be granted an individual login and password on an as needed basis 1 9 Moderators shall clearly identify that they are a representative of KFL amp A Public Health and where relevant disclose their role at KFL amp A Public Health 2 0 Approval of Social Media Accounts 2 1 Requests for new agency or program focused social media account s shall include a th
4. easures of social media as part of an overall evidence based communications plan 5 0 Emergency Situations 5 1 If an emergency is declared social media accounts shall be utilized and monitored appropriately until the emergency is resolved KINGSTON FRONTENAC AND LENNOX amp ADDINGTON PUBLIC HEALTH BY LAW POLICY amp PROCEDURE MANUAL NUMBER V 122 SUBJECT Social Media Procedure PAGE 4 of 6 6 0 Participating in non KFL amp A Public Health Social Media Accounts 6 1 Users will have access to social media accounts through the agency s network 6 2 Users shall receive approval from their immediate supervisor before posting and participating on an external social media account as a representative of KFL amp A Public Health 6 3 Users shall not disclose information make commitments or engage in activities on an external social media account on behalf of KFL amp A Public Health unless authorized to do so ORIGINAL DATE REVIEW DATE REVISIONS KINGSTON FRONTENAC AND LENNOX amp ADDINGTON PUBLIC HEALTH BY LAW POLICY amp PROCEDURE MANUAL NUMBER V 122 SUBJECT Social Media Procedure PAGE 5 of 6 Appendix A KFL amp A Public Health Disclaimer for Social Media Accounts Business Hours KFL amp A Public Health social media accounts will be monitored during regular business hours of Monday to Friday 8 30 a m to 4 30 p m Purpose The purpose of agency social media accounts is to promote KFL amp A Public Health programs and s
5. ervices and to engage KFL amp A residents partners and stakeholders in conversations Privacy To protect the privacy of all individuals please do not include personal names photographs phone numbers or e mail addresses in the body of your comment or post or specific information about your own or someone else s healthcare or health status Terms and Conditions of Use 1 Use of the social media account does not create a therapeutic relationship with any KFL amp A Public Health employee Any action taken by a user of the service in response to information obtained from the site is at the service user s discretion The information on this social media account must not be relied upon to replace or overrule a licensed health care professional s judgment or clinical diagnosis 2 Once posted KFL amp A Public Health reserves the right to delete comments that are deemed inappropriate or violate The Ontario Human Rights Code and The Canadian Criminal Code Further KFL amp A Public Health also reserves the right to delete comments that i are spam or include links to other such sites ii are clearly off topic Gii advocate illegal activity iv promote particular services products or political organizations v infringe on copyrights or trademarks vi use personally identifiable medical information vii contain case specific and other confidential information 3 Users of the service grant to KFL amp A Public Health irrevocable pe
6. lth may disclose communications and activities with the social media account in response to lawful requests by governmental authorities judicial orders warrants or subpoenas or for the protection of KFL amp A Public Health s rights and in doing so shall not incur any liability Users of the service agree to defend indemnify and hold KFL amp A Public Health and its content providers and service providers harmless from any and all claims liabilities losses damages settlements judgments costs and expenses including attorneys fees arising in any way from your use of or access to the social media account KFL amp A Public Health may suspend change or discontinue any aspect of the social media account at any time By using this social media account users of the service agree to waive any actions causes of actions or any other remedies in law against KFL amp A Public Health including any costs losses or damages of any kind whether direct or indirect special incidental or consequential and whether foreseeable or not By using this social media account users of the service agree and accept that activities may be monitored by law enforcement agencies beyond the control of KFL amp A Public Health By using this social media account users of the service agree to be bound by the laws of the Province of Ontario respecting any legal proceedings brought against KFL amp A Public Health by virtue of having this social media account K
7. orough and critical evaluation in the context of an evidence based communications plan including goals and objectives and a recommendation from the communications team before being presented for approval to the Executive Committee 3 0 Roles and Responsibilities Agency focused Social Media Accounts 3 1 The Communications and Public Relations Specialist shall be the moderator for agency focused social media accounts 3 2 Users may be authorized in consultation with communications and upon their immediate supervisor s approval to be a moderator to KFL amp A Public Health s social media accounts 3 3 Users from program areas across the agency shall be contributors to KFL amp A Public Health s agency focused social media account s Program focused Social Media Accounts 3 4 Users from the program teams upon their immediate supervisor s approval and the Communications and Public Relations Specialist shall be the moderators for program focused social media accounts 3 5 Users from the program team shall be contributors to KFL amp A Public Health program focused social media account s KINGSTON FRONTENAC AND LENNOX amp ADDINGTON PUBLIC HEALTH BY LAW POLICY amp PROCEDURE MANUAL NUMBER V 122 SUBJECT Social Media Procedure PAGE 3 of 6 4 0 Content and Moderating Comments 4 1 Moderators shall ensure that responses to posts in box messages and discussion comments are made within one business day after they are posted or
8. received 4 2 Moderators shall remove any posts in violation of applicable KFL amp A Public Health policies legislation and regulations including The Canadian Criminal Code The Municipal Freedom of Information and Protection of Privacy Act The Personal Health Information Protection Act and The Ontario Human Rights Code Moderators shall indicate in a follow up post why the post has been removed from the social media account 4 3 Moderators shall correct misinformation if deemed necessary and ensure that the content of all social media accounts is up to date 4 4 Moderators shall deny access to external users who continue to post inappropriate or offensive comments 4 5 Moderators shall remove any commercial postings made by any company or business that has not received prior approval to post to the site 4 6 Moderators shall respond to any concern or objection concerning the site within one business day of receiving the communication 4 7 If KFL amp A residents make references to the Medical Officer of Health MOH or ask questions related to the administration of KFL amp A Public Health moderators shall acknowledge the comment and forward the message to the office of the MOH 4 8 The immediate supervisor of moderators shall ensure that roles and responsibilities are being met and access to ongoing agency social media training and guidance is available 4 9 The immediate supervisor of moderators shall report on the performance m
9. rpetual transferable non exclusive royalty free worldwide license with the right to sublicense and right to i reproduce publish distribute and display content ii create derivative works from the content iii edit modify or delete content and iv use content for any KFL amp A Public Health purpose 4 Users of the service users agree not to alter edit delete remove or otherwise modify the meaning appearance or purpose of any content code data or materials on or available through the social media account including but not limited to altering obscuring or removing any trademarks trade names logos or other proprietary rights notices KINGSTON FRONTENAC AND LENNOX amp ADDINGTON PUBLIC HEALTH BY LAW POLICY amp PROCEDURE MANUAL NUMBER V 122 SUBJECT Social Media Procedure PAGE 6 of 6 5 Neither KFL amp A Public Health nor its content or service providers guarantee or warrant 10 11 12 13 the social media account against errors defects delays omissions interruptions or losses including losses of data nor are any files downloaded from KFL amp A Public Health site warranted or guaranteed to be free of viruses bugs worms or other such destructive properties KFL amp A Public Health also reserves the right to monitor restrict block suspend or discontinue access to the social media account at any time with or without advance notice and for any reason or no reason at all KFL amp A Public Hea
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