1. National Citizen Service Community Management Protocol Version 4 – July 2012

2. Table of Contents 2 Channel Focus............................................................................................. 3 Engaging & Building a Community….………………………………………. 4 Conversation Calendar Development..……………………………………... 5 Community Manager Responsibilities...................................................... 6 NCS Moderator Contact Responsibilities………………………….……..... 9 Community Management Team................................................................12 Risk Mitigation........................................................................................... 13 Moderation Process……………………………………………………………17 Contact Details………………………………………………………………… 18

3. Channel Focus 3 PARTNERS Information redacted under Section 43 of the Freedom of Information Act YOUTUBE Information redacted under Section 43 of the Freedom of Information Act FACEBOOK Information redacted under Section 43 of the Freedom of Information Act TWITTER Information redacted under Section 43 of the Freedom of Information Act

4. Engaging & Building a Community Information redacted under Section 43 of the Freedom of Information Act 4

5. Conversation Calendar - Development Information redacted under Section 43 of the Freedom of Information Act 5

6. Community Manager Responsibilities Timing: The Community Manager will monitor and check all social media platforms a minimum of 3 times a day every business day Information redacted under Section 43 of the Freedom of Information Act. Additionally the Community Manager will be responsible for checking the page at staggered points, two times a day over weekends or on public holidays and flagging any critical incidents with the NCS Moderator Contacts. Responsibilities Overview: With the delivery of content comes the responsibility to moderate feedback. The Community Manager is responsible for: -Encouraging and driving expressions of interest (EOI) -Complying with overarching Cabinet Office Social Media Guidelines -Information redacted under Section 43 of the Freedom of Information Act -Information redacted under Section 43 of the Freedom of Information Act Deleting offensive material that breaches house rules -Information redacted under Section 43 of the Freedom of Information Act -Flagging and escalating issues as per this document (See Slide 10 for Risk Mitigation details) -Information redacted under Section 43 of the Freedom of Information Act Attending a weekly meeting/call with core NCS team Information redacted under Section 43 of the Freedom of Information Act -Information redacted under Section 43 of the Freedom of Information Act 6

7. Community Manager: Weekday Activity The Community Manager is responsible for: -Posting a minimum of 2 pieces of content per day: Information redacted under Section 43 of the Freedom of Information Act -Checking and responding to comments 3 times a day -Every day sending an end of day round up either outlining the comments that have been directed to the inbox or stating that no responses were posted that directed to the inbox -Ensuring 3 posts per week are promoted through Facebook advertising (when advertising is running) -On Thursday, sending a weekly email update to Information redacted under Section 40 of the Freedom of Information Act (to be forwarded to partners) with: Information redacted under Section 43 of the Freedom of Information Act -On Friday, writing a short overview of activity on the page during the week to be sent with the updated KPI scorecard Community Manager timings: Information redacted under Section 43 of the Freedom of Information Act 7

8. Community Manager: Weekend Activity The Community Manager is responsible for: -Checking for comments twice a day: Information redacted under Section 43 of the Freedom of Information Act Sending any red flagged comments through to the NCS Moderator Contacts via email and calling -Responding to frustrated comments Information redacted under Section 43 of the Freedom of Information Act -Information redacted under Section 43 of the Freedom of Information Act -Where there is no approved response available NCS Moderator Contacts will provide a suitable response 8

9. NCS Moderator Contact Responsibilities Timing: The NCS moderator contacts should be available by email and/or phone during business hours, and should provide out of office contact details for outside of business hours escalation issues. Responsibilities: The NCS and Cabinet Office Moderator Contacts are responsible for: -Providing relevant information about NCS and related questions in a timely fashion when asked by the Community Manager -Approving Information redacted under Section 43 of the Freedom of Information Act provided by the Community Manager -Approving Information redacted under Section 43 of the Freedom of Information Act by the Community Manager -Attending a weekly meeting with core NCS & Livity team to discuss Information redacted under Section 43 of the Freedom of Information Act 9

10. NCS Moderator Contact: Activity Weekday Activity: Information redacted under Section 40 of the Freedom of Information Act Weekend Activity: -Be conscious of emails and calls alerting to red flagged content -In the event that there is red flagged content, (if a response is required) providing the Community Manager with a response by return email which will then be actioned on the next check -If the NCS Moderator Contact feels immediate action is required they are able to respond directly on the page as admins 10

11. NCS EOI Contact Responsibilities Timing: The NCS EOI Contact should be available by email and/or phone during business hours. Responsibilities: The NCS EOI Contacts is responsible for: -Checking the inbox/associated email address of the NCS Facebook page for enquiries regarding providers/locations and responding/forwarding where appropriate within 24 hours -Checking at the end of each day for the daily round up email which will alert them to any posts that directed users to the inbox/NCS email address 11

12. 12 Community Management Team Lead Community Manager Informatio n redacted under Section 40 of the Freedom of Informatio n Act NCS & Cabinet Office Moderator Contacts Cabinet Office Escalation Contact Sharing conversation calendars, reporting, escalating issues Escalating as needed Informati on redacted under Section 40 of the Freedom of Informati on Act EOI enquiries via Facebook inbox/email address NCS EOI Contact

13. Green Flagged Comment Process 13 Posts that: Are positive about the NCS programme and contain no question Information redacted under Section 43 of the Freedom of Information Act Action: Information redacted under Section 43 of the Freedom of Information Act POSITIVE COMMENT

14. Amber Flagged Comment Process 14 DIRECT QUESTIONS TO NCS Posts that: Ask a direct question to NCS Information redacted under Section 43 of the Freedom of Information Act Action: Information redacted under Section 43 of the Freedom of Information Act Posts that: Ask others in the community a direct question Information redacted under Section 43 of the Freedom of Information Act Action: Information redacted under Section 43 of the Freedom of Information Act DIRECT QUESTIONS TO COMMUNITY Information redacted under Section 43 of the Freedom of Information Act

15. Red Flagged Comment Process 15 PROGRAMME INCIDENT ONLINE MISCONDUCT CRITICISM Posts that: Refer to accidents on programme Make allegations of misconduct on programme Information redacted under Section 43 of the Freedom of Information Act Action: Information redacted under Section 43 of the Freedom of Information Act Posts that: Include top level criticism of providers Include top level criticism of central scheme Information redacted under Section 43 of the Freedom of Information Act Action: Information redacted under Section 43 of the Freedom of Information Act Posts that: Constitute spam Include bullying or abusive content Information redacted under Section 43 of the Freedom of Information Act Action: Information redacted under Section 43 of the Freedom of Information Act

16. Detailed Escalation Process 1.Escalations will be actioned during the set monitoring periods. This will be Information redacted under Section 43 of the Freedom of Information Act 2.Escalations will be sent to the NCS Moderator Contacts Information redacted under Section 43 of the Freedom of Information Act 3.Information redacted under Section 43 of the Freedom of Information Act 4.Information redacted under Section 43 of the Freedom of Information Act 16

17. Moderation Process Information redacted under Section 43 of the Freedom of Information Act 17

18. Contact Details Community Managers Information redacted under Section 40 of the Freedom of Information Act NCS Moderator Contact Information redacted under Section 40 of the Freedom of Information Act NCS Moderator Contact Information redacted under Section 40 of the Freedom of Information Act NCS EOI Contact Information redacted under Section 40 of the Freedom of Information Act 18