Gippsland PHN social media guidelines
Gippsland PHN uses social media as one tool in its efforts to communicate clearly, quickly and in an engaging manner to people interested in our work.
You can follow us on Twitter or on Facebook. You do not need a Twitter or Facebook account to view these pages.
Our social media accounts are managed by the communications team.
Social media content delivered by Gippsland PHN includes (but is not limited to):
- links to news releases, blog posts, videos, guidance and other approved, publicly available Gippsland PHN material.
- links to relevant information produced and published elsewhere (work of other Primary Health Networks, health service providers, patient organisations, researchers, news organisations and others).
- this can include videos, blog posts, and retweets (RTs) from other social media users. (See below for our policy on RTs).
- interesting facts, quotes or observations related to our work.
- topical questions related to our work intended to provoke discussion.
Tweets that we RT on Twitter do not imply endorsement on the part of Gippsland PHN. We may retweet news, links and personal observations we believe are relevant to the work we do.
Social media as a source of official policy
Our social media posts should not be considered as the authoritative source of new policy or guidance from Gippsland PHN. Any change or evolution in Gippsland PHN’s official position on legislation, guidance, investigations and audits will be communicated through more traditional channels such as: official publications and statements on our website, speeches, and media releases.
Importantly, our decision to RT or share posts from other social media users should not be taken as explicit endorsement of any position or argument that may vary from Gippsland PHN’s current official position, nor should it be taken as an indication of a possible shift in the current official position.
Gippsland PHN’s decision to follow particular social media users does not imply endorsement of any kind. We follow accounts on social media we believe are relevant to our work.
This extends to following the social media accounts of individuals, companies and other commercial enterprises (and/or their employees) who comment on Gippsland PHN related issues.
We commit to updating and monitoring our social media accounts during regular office hours: 9am – 5pm (AEST). However, like many social media users, we may monitor and respond at other times of the day. We accept no responsibility for lack of service due to downtime.
Replies and Direct Messages
We will read all @Replies and Direct Messages sent to us and, where possible and appropriate, will aim to respond to them.
Information requests, complaints, media requests and personal issues
We encourage you to follow traditional channels to make a complaint, media request or information request. Please note that we are unable to give individual medical advice via social media. We will advise you to access a primary health service nearest to you.
If you cannot find the information that you require on our website please email firstname.lastname@example.org
All requests for information must be made in writing, clearly stating what information you are requesting and state your name and address in order for us to respond. Your request will be acknowledged within three working days and you can expect to receive a response within 20 working days.
If you have a complaint regarding a service provided or commissioned by Gippsland PHN you can raise this by calling 03 5126 2890. If you hear a recorded message, please leave your name and number and we will call you back as soon as possible.
Alternatively, you can email email@example.com
If you have a media enquiry regarding Gippsland PHN, please contact the communications team on mobile 0438 922 100 or firstname.lastname@example.org
Dealing with prolific and/or consistently negative users
We reserve the right to not respond should a user be overly prolific, consistently negative, or use abusive or offensive language. Where necessary we will take further action. If concerns are raised about the work of Gippsland PHN, we will provide a link to any statements we have produced in the discussion topic. Wherever possible, we will also incorporate social media into our communications plans to ensure we are proactively using this tool.
Staff using social media
Some staff use social media accounts under their own names or pseudonyms. Despite their professional affiliation with the organisation, their posts do not represent the official position of the Governing Body, and should be considered the product of each individual as a private citizen.
For further information about anything discussed on this page, please contact the communications team on mobile 0438 922 100 or email@example.com