英国政府twitter指南

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      Template Twitter strategy for Government Departments

1     About this document

This document describes why and how we intend to establish and manage a corporate presence on the microblogging social network Twitter.com.

It covers:

1.Objectives and metrics – why we are using Twitter, and how we will assess its value

2.Risks and mitigation – how we will contain the risks to our corporate reputation

3.Channel proposition and management – how we will populate and use the channel

4.Promotional plan – how we will promote our presence on Twitter to maximise value

2     Twitter overview  

Twitter is a 'microblogging' platform which allows users to post short text messages (up to 140 characters in length) and converse with other users via their phones or web browsers. Unlike email or text messaging on mobile phones, these conversations take place in the open.The platform is experiencing a phenomenal adoption curve in the UK and being used increasingly by government departments, Members of Parliament, a number of our stakeholders as well as millions of businesses, non government organisations and individuals. It is free to use with a relatively low impact on resources and has the potential to deliver many benefits in support of our communications objectives.For more about Twitter and why it's important that we join it, see Appendix A. For a glossary of terms see Appendix E.

3     Objectives and metrics

Objective	Measures
Extend reach of existing corporate messages online (e.g. news, speeches, web updates, YouTube videos) by building relationships with relevant audiences including intermediaries, stakeholders, and key influencers such as  journalists andbloggers (see Appendix B)	Number of followers; relevance and type of followers;number of web traffic referrals from Twitter to our website content
Provide an informal, ‘human’ voice of the organisation to promote comprehension of and engagement with our corporate messages	Feedback from followers(unsolicited and solicited)
Provide thought leadership and credibility, increasing our visibility as the experts in our remit within the online space	Feedback from followers(unsolicited and solicited);number of re-tweets(Twitter users repeating our updates); click-throughs from our tweets
In line with Government policy (Digital Britain; Cabinet Office Digital Engagement policy and Power of Information) demonstrate commitment to and understanding of digital channels with exemplary use of this emerging channel	Feedback from followers(unsolicited and solicited);+ve, -ve and neutral mentions elsewhere onblogosphere
Provide an additional, low-barrier method for audiences to interact with the Department to provide feedback, seek help and suggest ideas	Volume and quality of @reply and DM contactfrom followers; impact of this feedback on the Dept
Provide ways for our audiences to subscribe to updates (by RSS, email and SMS)	N/a. Achieved by having apresence on Twitter
Monitor mentions on Twitter of ourbrand, our Ministers and flagship policy initiatives, engaging with our critics and key influencers to resolve problems/dissatisfaction and correct factual inaccuracies，and with satisfied customers to thank them for and amplify their positive comments	Qualitativeassessment ofindividual cases of turningnegatives to positives andpositives into brand advocates
Provide live coverage of events (such as policy launches, summits or promotions) for those who cannot attend	Number of events coveredper year; positiv feedback on that coverage

We will gather evaluation data using a range of methods.

1Web analytics for [dept].gov.uk and clickthroughs from URLs in our tweets (using bit.ly) – to track referrals from Twitter to our web pages

2Twitter surveys – regular ‘straw poll’ surveys on Twitter to ask for feedback

3Twitter data – the follower/following data presented in our Twitter account

4Third party tools – analytics tools including measures based on re-tweeting (Retweet Radar; Twist); online reputation (Monitter, Twitter Grader); impact and

influence (Twinfluence, Twittersheep); unfollowers (Qwitter)

5Alert services – tweetbeep.com and other methods for tracking mentions of our stuff

6Real time observation - http://twitterfall.com/ and similar tools

7Analysis of our followers using http://tweepler.com/ and similar tools

We will evaluate using all of the above methods every three months.

4     Risks

Risk	Mitigation
Criticism arising from an inability to meet the demands ofTwitter users to join conversations/answer enquiries, due toresource and clearance issues	Reduce by managing expectations with clear,published Twitter policy;use holding replies where answer will need research;(only if swamped) respond to ‘themes’ not individual replies.
Criticism arising from perceptions that our use of Twitter is outof keeping with the ethos of the platform (such as tooformal/corporate, self-promoting or ‘dry’)	Reduce by sourcing varied content (see 5.3 and 5.4 below). Accept that there will be some criticism regardless.
Criticism of jumping on the bandwagon/waste of public money/lack of return on investment/pointless content	Reduce by evaluating against objectives above and adhering to content principles below
Inappropriate content being published in error, such as:  ·News releases under embargo  ·Information about Ministerial whereabouts that could risksecurity  ·Protectively marked, commercially or politically sensitiveinformation	Establish ‘light’ but effective procedural controls and guidelines for Twitter users; require clearance of all tweets through nominated people in digital media team.
Technical security of the Twitter account and potential forhacking and vandalism of content	Change Twitter password frequently using strong passwords; only 2 members of digital media team to have access to pw; use cotweet.com to devolve access securely;avoid using unknown 3 party tools that require the account password
Lack of availability due to Twitter being over capacity	Accept (affects all Twitter users, occurs rarely and is brief). Take backup using tweetake.com and upload to Matrix every month
Changes to the Twitter platform (to add or change features, orto charge users for accessing the service)	Review business case for continuing to use the service when any such changes are made
Squatters/spoofers on Twitter	Reduce by registering alternative names. Accept residual risk and monitor for this occurring. Report spoof accounts to Twitter for suspension.

5     Channel proposition and management

5.1Positioning and profile of ourTwitter account

The avatar will be ourlogo. The profile text will read:

 “Official Twitter channel of The Department. See our Twitter policy in full here: www.[dept].gov.uk/twitter”

 A draft of the full Twitter policy is at Appendix D.

The background image for the The Department profile page will be a picture of TheDepartment's HQ building with the following information in the boxed out left menu area:

Logo

Slogan

www.[dept].gov.uk

5.2Tone of voice

Though the account will be anonymous (i.e. no named officials will be running it) it ishelpful to define a hypothetical ‘voice’ so that tweets from multiple sources are presentedin a consistent tone (including consistent use of pronouns).The Department's Twitter ‘voice’ will be that of the Digital Media Team, positioning the channel as an extension of the main The Department website – effectively an ‘outpost’where new digital content is signposted throughout the day.This will be implicit, unless directly asked about by our followers.

5.3Resources

The resource impact of running a Twitter account is low relative to other channels. A studyof comparable organisations with existing Twitter accounts confirms this (see Appendix C) The Digital Media Team will be responsible for sourcing and publishing tweets, co-ordinating replies to incoming messages and monitoring the account. This activity isexpected to take less than an hour a day. Evaluation will take longer: approximately oneday every 3 months.

The provision of content will require some low level input from communications colleaguesand private office. This will be an add-on to business as usual internal activity – forexample a quick discussion of potential tweets at daily press cuttings meetings, or emailsbetween digital media and private office/speechwriters/stakeholder relations teams toidentify potential content for tweets.

5.4Content principles

Content for our Twitter channel will be:

·Varied: see below for a list of proposed sources and types of ‘tweet’. The channelwill cover a broad base of content types and sources to retain interest levels.

·Human: Twitter users can be hostile to the over-use of automation (such as generating Twitter content entirely from RSS feeds) and to re-gurgitation of pressrelease headlines. While corporate in message, the tone of our Twitter channelmust therefore be informal spoken English, human-edited and – for the most part -written/paraphrased for the channel. Some use of RSS to Twitter is acceptable solong as this does not dominate the whole stream.

·Frequent: a minimum 2 and maximum 10 tweets per working day, with a minimumgap of 30 minutes between tweets to avoid flooding our followers’ Twitter streams.(Not counting @replies to other Twitter users, or live coverage of a crisis/event).

·Re-tweetable: to make it easy for others to re-tweet our most important announcements, we will restrict those tweets to 132 characters. (Allowing sufficientspace for “RT @[Dept]” to be included as a prefix).

·Timely: in keeping with the ‘zeitgeist’ feel of Twitter, our tweets will be about issuesof relevance today or events/opportunities coming soon. For example it will not beappropriate to cycle campaign messages without a current ‘hook’.

·Credible: while tweets may occasionally be ‘fun’, we should ensure we can defendtheir relation back to Our objectives. Where possible there should be an actual linkto related content or a call to action, to make this credibility explicit.

·Inclusive: in keeping with the knowledge-sharing culture of social media, TheDepartment should pursue opportunities to signpost relevant content elsewhere andre-tweet messages from stakeholders and other government departments. (See re-tweeting policy below). Exclusive use of Twitter for self-promotion can lead tocriticism.

·Corporate: as an extension of the Department’s corporate website, the primary focus should be on policy development and consultation as distinct from businessand citizen-facing guidance and services which are provided by Businesslink.gov.uk(@businesslinkgov) and Direct.gov.uk (@directgov) respectively.

5.5Types and sources of content

Content for the channel will comprise a mixture of business as usual communicationsoutput re-purposed for Twitter, and content produced exclusively for Twitter.

5.5.1Leveraging existing web content:

·News releases, speeches and statements published on the web - the headlinesof news releases, speeches and statements. Depending on subject  matter andlength these may be paraphrased to fit within 140 characters and  lighten/humanisethe tone. 

·Allpress releases, speeches and statements will be mentioned on Twitter unlessthere is a reason not to. A procedure will be established to identify which of theseare not for release on Twitter. If the digital media team paraphrases the headline,the paraphrased wording will be cleared with the originating pressdesk/speechwriter.

·Marketing campaign messages  - information about events we are running orattending, campaign materials we want to disseminate online.

·Videos on Youtube and photos on Flickr– alerting our Twitter followers to newrich media content on our other digital outposts. Where possible, embedding photosinto our tweets with twitpic.com or via our Flickr channel.

·Blog posts– any blogs run by the Department can be configured to automaticallypost an update and short URL on Twitter, announcing the new content.

·Other website updates - new or updated sections on www.[dept].gov.uk,  newpublications, or website user surveys and online interactive consultations where weare inviting participation

·Other communications teams- invite contributions from embedded comms teams in the policy line, and in delivery partner organisations (agencies and NDPBs).

5.5.2Adding value with exclusive content

·Updates on Ministers’ movements – for example business in Parliament (e.g. Minister X is in the Commons reading the [xxx] Bill / Minister X is on the way to theHouse for oral questions); Ministers’ attendance at events or meetings withStakeholders (e.g. Minster Z has just started speaking at conference Y in Manchester – we’ll have the transcript for you soon).

·Insights from Ministers– thoughts and reflections of Ministers, for example immediately after their events or interesting meetings with stakeholders.

·Announcement and coverage of events– pre-announcement and promotion offorthcoming events that the Department has organised or trade shows where wehave a stand, and live coverage of launch events where there is significant interestbeyond the attendees. The events team and strategic marketing teams will beasked to alert digital media to tweetable content.

·Thought leadership (or “link blogging”)- highlighting relevant research, events,awards etc elsewhere on the web to position the Department as a thought leaderand reliable filter of high quality content.

·Asking and answering questions – occasionally, we may be able to ask questions of our Twitter followers for immediate customer insight or to conduct a‘straw poll’ on behalf of a specific policy area. More often, we will answer questionsput to us via Twitter from our followers. These answers will be visible to all ourfollowers, not just the person who asked them.

·Crisis communications– in the event of a major incident where the Departmentneeds to provide up to the minute advice and guidance, Twitter would be used as aprimary channel alongside our corporate website.

5.6Clearance

News releases will be cleared by the originating press desk only if paraphrased for Twitter.

All other tweets will be cleared by staff at Information Officer grade and above in the digitalmedia team, consulting relevant colleagues in comms and private offices as necessary.

5.7Hashtags

It is a convention among Twitter users to distinguish content using semantic tags(keywords), preceded by a # sign. This enables other users to search and filter based onthose key terms, collaborate and share relevant information, and enables ‘trending’ (asdisplayed on the Twitter.com homepage).

The Department will use hashtags when:

·Providing live coverage of events (live-tweeting)

·Providing crisis communications. In this event it is likely that a common hashtag willalready have been established and we would follow suit.

5.8Link shortening

Unless they are already very short (e.g. www.[dept].gov.uk/stuff) URLs in tweets will beshortened using link compressing sites (like tinyurl.com). To avoid any impliedendorsement of one such service we will vary our choice as much as possible – butpreferring those which provide click tracking statistics. The top five providers are:

·is.gd

·bit.ly

·tinyurl.com

·sinpurl.com

·cli.gs

5.9Re-tweeting

5.9.1Reactive re-tweeting

We may occasionally be asked to re-tweet content from other Twitter users. We willconsider these case by case but generally aim to honour such requests from:

·Other Government Departments

·Our stakeholders

·Third sector and non-profit organisations

In the interests of commercial propriety and competitiveness we will nothonour requestsfrom profit-making organisations, as we would not be able to do so fairly.

5.9.2Proactive re-tweeting

We should actively seek opportunities to re-tweet content that helps position theDepartment as a filter of business intelligence, and inclusive/supportive of stakeholders. As such we may wish to consider re-tweeting interesting content that shows up in our ownTwitter stream:

·Research findings and statistics

·Relevant industry / business networking events

·Relevant celebrations/commemorations e.g. awards, themed days (e.g. national nosmoking day)

5.10Following and followers

As part of the initial channel launch we will actively follow other relevant organisationsand professionals(see Appendix B for a full list of potential users to follow).

We will notinitiate contact by following individual, personal users as this may beinterpreted as interfering / ‘Big Brother’-like behaviour.

We will, however, follow back anyonewho follows our account, using an automatedservice such as tweetlater.com. This is because:

·   It’s good Twitter etiquette to follow people back when they follow you

·   Having an imbalance between ‘following’ and ‘follower’ figures can result in poorTwitter reputation and grading on third party Twitter sites like Twittergrader.com –and even account suspension by Twitter administrators in extreme cases

·   Vetting followers and manually following them back is a time intensive and lowvalue activity

We will make it clear in our Twitter policy (Appendix D) that following back is automatic andtherefore does not imply any endorsement by [Department].

5.11Campaign-specific accounts

While we should aim to avoid diluting the corporate Twitter channel, it may occasionally bemore appropriate for a particular campaign or policy area to have its own Twitter account.

We should consider separate Twitter accounts when:

·  The subject matter is niche or specialist (i.e. of limited interest to the bulk of ourfollowers; or with a specific target audience such as young people/women/vulnerable workers)

•·  They are in support of a specific blog by a Department official, team or MinisterWhen additional accounts are used we will need to ensure they cross-refer to each otherand re-tweet any content of relevance to the different sets of followers.

5.12Parliamentary recess / pre-election Purdah

The same approach will be taken to Twitter as other comms channels during recess andPurdah. We let our followers know the reason for reduced volume of content with a tweetto announce the start and end date.

5.13Longer term

Longer term, depending on the development of the channel and the volume and quality ofuser engagement, it may be desirable to look at involving Ministerial Correspondence andEnquiry Unit colleagues in monitoring and responding to Twitter enquiries.

6     Promotion

At launch, the channel will be promoted by:

·A link from the our website homepage and news index page

·A link from the Department's other social media outlets (YouTube, Flickr, ·[others])

·Finding and following relevant Twitter users (see 5.10 above)

·Asking key influencers on Twitter to announce us to their own Twitter stream, including Follow Friday from other government Twitter users

·Adding the link to the email signatures of the digital media team and press office

Once the channel has become more established, we will further promote it by:

·An intranet story (and possibly an article in the staff magazine), including a requestthat all staff add it to their email signatures

·Adding the link to the ‘notes to editors’ section in all press releases

·An email to key stakeholders

·Presentations to teams within Comms

APPENDIX A

What is Twitter?

Twitter works like this:

·   You create an account. Your account comprises your username and password, avatar image, optional background image to display behind your page

·  You find interesting people to follow, and they can choose to follow you back. Other Twitter users may also initiate contact by following you. This will include your real- life friends and contacts, but it is also normal Twitter etiquette to follow/be followed by people who you do not know offline. In this way, unlike many social networks Twitter is a powerful way of building a network, making new introductions and accessing interesting and varied content. (Use by institutions is different - see corporate policy on following, above).

·   You post updates of up to 140 characters in length. You can do this using a variety of applications over the web on your computer or mobile phone. Everyone who is following you can read your updates. People can also subscribe to your updates using the RSS feed (this means they can receive your updates via their preferred feed reader software or browser start page, without using Twitter), or see them in the Twitter public timeline.

·   Twitter updates are usually in the form of an answer to the imaginary question: “What are you doing now” or “What holds your attention now”? This will often include links to other websites (using link shortening services such as tinyurl.com). Two useful terms often used to describe this activity are “microblogging” – blogging in miniature by posting short updates throughout the day about thoughts and findings of interest – and “hyper-connectedness” – the idea of being in constant contact with your network and aware of what holds their attention right now.

·   Your Twitter stream (the information you see when you use Twitter) is made up of your own updates and those of all the Twitter users you are following. Other users will see their own streams, which display the updates of the users they are following. Therefore what you see is not the same as what other users will see.                                                                            

·   Users interact with each other in the following ways:

O  @Reply. You can reply to an update posted by another user in your Twitter stream by clicking the reply button or typing @ and then their username at the start of the message. Anyone following you will see this reply, irrespective of whether they are already following the recipient. (This is one of the ways in which users find new people to follow, as you are effectively introducing that person to your followers by showing his/her username and engaging them in conversation).

O  DM. You can send Direct Messages to individual users, provided you are ‘friends’ (i.e., you are both following each other). These are private and can only be seen by the sender and recipient.

O  Re-tweeting. Because people have different networks of followers, it is common to repeat interesting tweets from your own stream for the benefit of all of your followers, preceding it with “Re-tweet:” or just “RT” for short. You do not need permission to do this – it is considered a compliment to the originator to repeat their content.

O  Hashtags. You can include keywords in your updates in order to associate those updates with a particular event, movement, current trend or issue by adding a hash sign (#) in front of a word. For example at events Twitter users will often agree a common tag to identify themselves to each other and form a Twitter ‘back channel’ for that event. Tagging tweets enables users to collaboratively document a cultural happening, and aggregate all tweets containing that tag on another medium – for example on a blog, projected on screen at the event, or displayed on a map as a visual representation of what is being said in different places about the same issue.

·   The Twitter website itself is not the only (or even the main) way that users access or post updates to their Twitter accounts. The majority of Twitter access is via mobile devices (such as Twitter applications on the iPhone), third party desktopapplications (such as TweetDeck or Thwirl), web browser plugins (such asTwitterfox) o

·   It is also possible (and popular) to include photos and videos in your messages using third party add-ons, such as TwitPic.

·   Your Twitter updates can also be integrated with your other social media profiles – for example you can use Twitter to edit your Facebook status updates and show your Twitter updates on your blog, if you have one.

Why is Twitter important?

·   It’s a place where news often breaks - e.g. Hudson river plane crash, Mexico earthquakes, Michael Jackson's death.

·   It’s establishing itself as the main source of live update information – e.g. safety and travel info during the Mumbai terror attacks in Nov 2008; school closures during the heavy UK snow in Feb 2009; spread and prevention of Swine Flu in the UK.

·   Trending: As everything being discussed on Twitter is by its nature happening now, it is increasingly being used as a way of monitoring and reporting on trends. Top trends are shown on the right hand side of every Twitter user’s stream, and tracked by other tools (examples include Retweetist, Twitturly and Twitvision). For example，during the government's Digital Britain Summit on 17 April 2009, #digitalbritain appeared at position 5 in the top 10 trending list on Twitter itself – further raising the profile and discussion around the event.

·    Search Engine Optimisation – because it is updated frequently, Twitter content ranks highly on Google, and is therefore an increasingly important way to generate traffic and disseminate messages online.

Stats on Twitter usage

Nielsen stats from Feb 2009 at http://www.twistimage.com/blog/archives/the-rapid-growth-of-twitter-with-the-stats-to-prove-it/  include the following:

http://www.twistimage.com/blog/archives/the-rapid-growth-of-twitter-with-the-stats-to-prove-it/   

·   1,382% year-over-year growth. Total unique visitors grew from 475,000 in Feb 2008 to seven million in Feb 2009.

·   Twitter is not just for kids: In February 2009, adults ages 35-49 had the largest representation on Twitter - almost 3 million unique visitors from this age group

(almost 42% of the entire audience).

·   62% of the audience access Twitter from work only, while only 35% access it only from home. This could suggest a trend towards professional use.

Hitwise stats from http://weblogs.hitwise.com/robin-goad/2009/01/twitter_traffic_up_10-fold.html include the following:

http://weblogs.hitwise.com/robin-goad/2009/01/twitter_traffic_up_10-fold.html

·   Twitter receives the largest amount of its traffic from the USA, but its penetration is greater in the UK market

·   Twitter is becoming an important source of Internet traffic for many sites, and the amount of traffic it sends to other websites has increased 30-fold over the last 12

months. Almost 10% of Twitter’s downstream traffic goes to News and Media websites,17.6% to entertainment websites, 14.6% goes to social networks, 6.6% to

blogs and 4.5% to online retailers.

Appendix B - Who else is using it?

Below is a list of relevant users the Department may wish to interact with or be aware of. A more thorough trawl will need to take place when the account is launched.

Central government

BIS	www.twitter.com/bisgovuk www.twitter.com/bis_science www.twitter.com/bis_unis www.twitter.com/bis_skills www.twitter.com/sciencesowhat www.twitter.com/digitalbritain
DFIF	www.twitter.com/dfid_uk
CLG	www.twitter.com/communitiesUK
NO.10	www.twitter.com/downingstreet
FCO	www.twitter.com/foreignoffice
DSCF	http://twitter.com/dcsfgovuk
HMT	http://twitter.com/hmtreasury
MOJ	http://twitter.com/justiceuk   http://twitter.com/mojwebteam
DFT	http://twitter.com/transportgovuk
UKTI	http://twitter.com/UKTI
Directgov	http://twitter.com/directgov
Businesslink	http://twitter.com/BusinessLinkGov
NHS Choices	http://twitter.com/nhschoices
COI	http://twitter.com/nhschoices
EHRC	http://twitter.com/ehrc
CRC	http://twitter.com/crc_uk
Ofcom	http://twitter.com/ofcom
Cabinet Office	http://twitter.com/cabinetoffice
Cabinet Office – Director of Digital Engagement	http://twitter.com/DirDigEng

Unofficial aggregators of government content

All Gov Departments’ NDS news feeds	http://davecole.org/blog/2009/04/22/the- government-on-twitter/
Gov consultations	http://twitter.com/govconsultation
HM Gov news	http://twitter.com/hmgov
Government News	http://twitter.com/governmentnews

Parliament, politicians and ministers

Houses of Parliament	http://twitter.com/ukparliament
51 MPs (and counting!)	http://tweetminster.co.uk/  www.twitter.com/tweetminster
For all other MPs, there is an unofficial ‘holding’account with information fed from TheyWorkForYou	http://mptweets.tyoc.co.uk/
Tweety Hall (tweeting councillors)	http://www.tweetyhall.com/ http://twitter.com/TweetyHall

Political parties

Labour	http://twitter.com/UKLabour
Conservatives	http://twitter.com/Conservatives
Lib Dems	http://twitter.com/libdems

Local government

86 local authorities (and counting!)	http://is.gd/tCQ1
Mayor of London	www.twitter.com/mayoroflondon
LGA	http://twitter.com/firsteditor

Our stakeholders/intermediaries

Do your research and enter them here! Find them by:

- looking at your list of stakeholders and reviewing their websites for Twitter links. Sometimes it's under the RSS / subscribe pages; sometimes it's with the news/press releases

-  trying to guess their Twitter usernames and seeing if they exist

-  browsing through the Twitter followers of your stakeholders and peers – it’s likely they'll likely be following each other already.

-   using Mr Tweet, Twellow and other Twitter directory services

Journalists and news outlets

BBC news & comment	http://twitter.com/bbcbusiness http://twitter.com/BBCClick http://twitter.com/bbccouk
BBC journalists	Tom van Aardt - http://twitter.com/tomVS Richard Sambrook - http://twitter.com/sambrook Tania Teixeira - http://twitter.com/taniateix Jon Fildes - http://twitter.com/jonfildes Declan Curry - http://twitter.com/declancurry Daren - http://twitter.com/darenBBC Dave Lee - http://twitter.com/davelee Rory Cellan-Jones - http://twitter.com/ruskin147 Darren Waters - http://twitter.com/djwaters1
FT news and comment	http://twitter.com/TheLexColumn http://twitter.com/financialtimes http://twitter.com/ftmedianews http://twitter.com/FTfinancenews http://twitter.com/ftbuseducation http://twitter.com/FTtechnews
FT journalists	Tim Bradshaw - http://twitter.com/tim Chris Nuttall - http://twitter.com/ftchris Peter Whitehead - http://twitter.com/peterwhitehead Richard Waters - http://twitter.com/richardwaters Kevin Allison - http://twitter.com/kevinallisonft Kate Mackenzie - http://twitter.com/kmac Stacy Marie Ishmael - http://twitter.com/s_m_i Gideon Rachman - http://twitter.com/gideonrachman
Times news & comment	http://twitter.com/timesonline http://twitter.com/theredbox http://twitter.com/timestech http://twitter.com/timesmoney http://twitter.com/timesbusiness http://twitter.com/timescomment http://twitter.com/timeseconomics
Times journalists	Mike Harvey Joanna Geary Jeremy Griffin Nico Hines Lucia Adams Drew Broomhall Rose Wild Jennifer Howze Tom Whitwell Kaya Burgess Julian Burgess Mariana Bettio Graham Hutson Usman Patel http://twitter.com/guardiannews http://twitter.com/guardiantech
Guardian news & comment	http://twitter.com/guardiannews http://twitter.com/guardiantech
Guardian journalists	Neil McIntosh - http://twitter.com/nmcintosh Charles Arthur - http://twitter.com/charlesarthur Dave Hill - http://twitter.com/DaveHill Stephen Brook - http://twitter.com/SDBrook Cath Elliott - http://twitter.com/CathElliott Bobbie Johnson - http://twitter.com/bobbiejohnson Kevin Anderson - http://twitter.com/kevglobal Jemima Kiss - http://twitter.com/jemimakiss Kate Bevan - http://twitter.com/katebevan James Anthony - http://twitter.com/jimboeth
Telegraph	http://twitter.com/TelegraphMG
Telegraph journalists	Marcus Warren - http://twitter.com/MarcusWa Ian Douglas - http://twitter.com/IanDouglas Shane Richmond - http://twitter.com/shanerichmond Justin Williams - http://twitter.com/justin_williams Catherine Gee - http://twitter.com/catherinegee Claudia Beaumont - http://twitter.com/claudineb Milo Yiannopoulos - http://twitter.com/yiannopoulos
ePolitix	http://twitter.com/ePolitix
Freelance, online and regional journalists	http://www.prblogger.com/2008/11/uk-journalists-on-twitter/
SkyNews	http://twitter.com/SkyNews

Appendix C – How OGDs resource their Twitter accounts

10 Downing Street  http://twitter.com/downingstreet	20 minutes a day (2-3 tweets a day plus a fewreplies, 5-6 tweets a day in total. 30 seconds ontop of business as usual press releases, stories,events etc.)
FCO http://twitter.com/foreignoffice	Less than 45 minutes a day.
CLG http://twitter.com/communitiesuk	45 minutes to 1 hour a day.
COI Digital Policy http://twitter.com/digigov	5 to 10 minutes a day.
DFID http://twitter.com/dfid_uk	Not yet established pattern of normal use. Directquestions take a small amount of time toanswer, big announcements take time to draftfor impact in 140 characters
UKTI http://twitter.com/ukti	Anything from 5 mins to 2 hours per day acrossboth Twitter and Linkedin – including activelyfinding and joining relevant conversations.

Appendix D: Twitter policy

The following text will be published as a new page on www.[dept].gov.uk , and a link to this page will be provided in our profile on Twitter.

Content

The [Department] Twitter account is managed by the digital media team, on behalf of colleagues across the Department.

We may occasionally use some automation (such as tools which generate tweets from RSS feeds) but intend that this will not dominate the messages posted.

If you follow us, you can expect between 2-10 tweets a day covering some or all of the following:

·   Alerts about new content on our other digital channels (news, publications, videos on YouTube, Ministerial speeches, publicity campaigns etc)

·  Invitations to provide feedback on specific issues on which we are consulting

·  Information from our Ministerial team about what they’re doing

·  Occasional live coverage of events

Following

If you follow us on Twitter we will follow you back. This is automated. Being followed by us does not imply endorsement of any kind.

[Alternative, suggested by @scrumph (Sebastian Crump at COI)] If you follow @COIgovuk, we will not automatically follow you back. This is to discourage the use of direct messaging, avoid resource wasting spam handling and so that you can easily identify other key Twitter users that we think are relevant to our industry and government in who we follow. However, being followed by COI does not imply endorsement of any kind.

Availability

We will update and monitor our Twitter account during office hours, Monday to Friday. Twitter may occasionally be unavailable and we accept no responsibility for lack of service due to Twitter downtime.

@Replies and Direct Messages

We welcome feedback and ideas from all our followers, and endeavour to join the conversation where possible. However, we are not able to reply individually to all the messages we receive via Twitter.

The digital media team reads all @replies and Direct Messages and ensures that any emerging themes or helpful suggestions are passed to the relevant people in the Department.

We cannot engage on issues of party politics or answer questions which break the rules of our general comments policy. [link]

The usual ways of contacting us for official correspondence are detailed in the contact us section of our website. [link]

APPENDIX E – Glossary

Twitterverse or Twittersphere or Statusphere - the universe/world sphere of Twitter (cf.blogosphere)

Tweet– an update on Twitter, comprising a message of up to 140 characters, sometimes containing a link, sometimes containing a picture or video. Also a verb: to tweet, tweeting.

Reply or @Reply – a message from one user to another, visible to anyone following the user who is giving the reply. Also visible to the entire world (and search engines) in your Twitter profile page.

Direct message or DM – a message from one user to another in private (not visible to other users, the internet or search engines).

Re-tweet or RT – repeating a message from another user for the benefit of your followers and in recognition of its value (the Twitter equivalent of forwarding an email)

Twitter client or application – software on your mobile phone or computer that you use to access Twitter. Popular clients are the Twitter website itself, Tweetdeck desktop software and a number of iPhone applications.

Micro-blogging– the term given to the practice of posting short status updates via sites like Twitter (there are others, but none as big)

Follower– someone who has subscribed to read your tweets. Displayed on Twitter as:

“Following”                    The people that you follow on Twitter

“Follower”                     Someone who follows you on Twitter

“Friend”                       Someone who you follow that also follows you.

 Twitter API – Twitter is an ‘open platform’ meaning other people can develop tools (software and websites) which use the Twitter functionality and the published content (all the stuff that’s displayed publicly on twitter.com, but not users’ private messages or personal information). The API (application programming interface) is the publicly available information used by coders to do this. It enables sites like Tweetminster, Twittergrader and Hootsuite and applications like Tweetdeck to be created.