Overview
Social media is a public space. Just as we expect respectful behaviour offline, we expect the same online – across all our corporate accounts. These rules help keep conversations constructive and protect our staff and followers.
The policy outlines how we operate on social media, how we moderate our channels, and what we expect from people who engage with us online.
Our aim is to create a safe, respectful and constructive space for conversation.
Our principles
Respect and inclusion
We commit to treating everyone with dignity and respect regardless of race, gender, age, disability, religion or other protected characteristics.
Zero tolerance for abuse
Harassment, threats, discrimination, or any form of hateful behaviour are not acceptable, whether from the public or staff.
Constructive engagement
Social media is a two-way channel. We want to listen, respond, engage and involve people, but also maintain a safe environment for all, including our staff.
How we will behave
Clear identity
We will clearly indicate which social accounts are ours, so you can verify and trust that you’re dealing with the real Manchester City Council.
Transparency of presence
We'll publish which social media channels we use, and link to them from our website.
Monitoring hours
Our channels will be monitored Monday-Friday from 9am-5pm. Outside of these times, responses may be delayed. Only emergency out of hours cover is provided.
Human, polite tone
We’ll respond to messages and comments with courtesy, as if speaking in person or on the phone. We will share links for further guidance where needed, but we can’t reply to every comment, message or question.
Listening and escalating
We are here to inform, engage with and help our residents. We will read the feedback we receive and pass on relevant information to the right parts of our organisation for resolution. This includes our Customer Service Centre.
Follow (not endorse)
Sometimes we may follow or engage with user's accounts. But that does not mean that we endorse or agree with them, or everything they say.
What we ask from you
Be civil
We welcome honest feedback. But please treat our team or other users with respect and politeness (as you’d like to be treated).
Avoid abuse
Swearing, threats or aggressive language is not acceptable. We will not tolerate abuse, harassment or personal attacks.
No hate or harm
Racism, sexism, homophobia or any discriminatory language/behaviour will be removed. No threats, incitement or illegal content.
Keep feedback public-issue focused
If your feedback is about a person (e.g. a staff member), please use our formal complaints channels. Do not use social media to target individuals. Whilst we value feedback, please keep it polite and factual.
No spam or self promotion
Our social media is not the platform to advertise your own services, or repeatedly post the same content/spam our posts.
Stay relevant
Keep comments on topic.
Don’t spread misinformation
Do not knowingly post or reshare false or misleading information (e.g. conspiracy theories). We aim to keep an accurate information space, and misinformation may be deleted.
Protect privacy
Don’t share personal details (yours or others') in public comments.
Keep it local
We can only respond to queries that relate to the Council and the city of Manchester. If you have a query regarding another council area in Greater Manchester, please contact them directly.
Moderation and enforcement
We reserve the right to remove or hide content that violates these guidelines.
Repeated breaches may lead to users being blocked and reported to the platforms.
In extreme cases (e.g. threats) we may take further action including reporting to authorities.
We will disable comments on high risk or sensitive posts, where comments of an inflammatory/provocative/discriminatory nature are likely to be posted.
Feedback and complaints
If you feel a comment was removed unfairly, or you’ve been blocked, you can appeal via our complaints procedure.
For serious complaints (e.g. allegations about staff), please use our formal complaints procedure rather than airing them on social media:
Reviews and updates
This policy will be reviewed periodically to ensure it remains current and effective.
Any major changes will be communicated to our followers via our social media channels, and or/website.
In summary:
If you have any questions, or want to discuss our social media policy, email: communications@manchester.gov.uk