Purpose - Bellevue, Washington



Final Transmittal (February 6, 2017)City of Bellevue Website Policies and ProceduresThe web policies staff team (Emil King, Robin Long, Colin Walker, John Murphy and Cheryl Boles) is presenting this final transmittal of the City of Bellevue Website Policies and Procedures. A review draft was provided to the full website redesign team in November 2016. Final edits were made based on input received from Claude Iosso, Lenka Wright and Brad Harwood on December 30, 2016. Table of Contents TOC \o "1-3" \h \z \u 1.Purpose PAGEREF _Toc474181848 \h 12.Goals PAGEREF _Toc474181849 \h ernance Model PAGEREF _Toc474181850 \h 24.Privacy and Security PAGEREF _Toc474181851 \h 35.Links PAGEREF _Toc474181852 \h 76.Content PAGEREF _Toc474181853 \h 87.Social Media PAGEREF _Toc474181854 \h 118.Legal Requirements PAGEREF _Toc474181855 \h 15PurposeThe purpose of the city of Bellevue Website Policies and Procedures document is to provide clear guidance for the city’s primary website () and its related outward-facing online presence. A new city website was developed in 2016 through a multi-departmental team with representation across the organization. Moving forward, it is a shared responsibility amongst all website contributors and approvers to both understand, and make sure the policies and procedures contained in this document are followed.GoalsThe city will be guided by the following goals relating to its web presence:To create and maintain a web presence for the City of Bellevue that reflects our values, identity and diversity, aligns with the Council Vision, and accurately represents the dynamic community and vibrant Bellevue economy;To inform, engage and satisfy the needs of residents, businesses, visitors, intergovernmental partners, staff, community members and other interested users;To ensure our city services and information available online are obtainable, accurate and easy to use;To develop and use modern digital solutions such as, but not limited to, interactive applications and cross-platform designed products to broaden our interactions with the public;To provide proper training, governance and other supporting documentation such as design, content and accessibility guidelines to empower departments to have an active role creating and managing their online presence;To improve accessibility to diverse population and communities, including content translation/transcreation and implementation of defined web accessibility criteria; andTo establish and track baseline and performance outcomes in order to continue to achieve and advance these goals. Governance ModelThe City of Bellevue website will use a multi-tiered governance model in order to ensure the site’s content remains up-to-date, and to provide a process for implementing changes to the site’s design or structure.Web Governance CommitteeA Web Governance Committee will be established with representation from all departments, and co-facilitated by the UX/UI Designer and Digital Communications Coordinator. The WGC will be responsible for reviewing major changes to the website’s architecture or design, managing access rights and maintaining the website policies and procedures document. Website AdministrationThe city website’s content management system is within the portfolio of the Information Technology Department, which is responsible for providing system administration, designing and implementing complex changes to the website and managing change. The City Manager’s Office, through the Communications Office, is responsible for the site’s content, application of style guides and identifying opportunities to streamline content. Full administrative controls will be granted to individuals based on business need.Content ManagementContent publishers are to be identified by each department. These individuals will have authority to review and set content within their area of responsibility on the website, acting as the gatekeepers for content, maintaining their department’s information architecture and ensuring appropriate styles are applied to content. The Digital Communications Coordinator or his/her designee is responsible for monitoring content that is posted, and provides training and onboarding as needed for new content contributors. Select individuals may have the ability to post content without review, subject to approval by the Digital Communications Coordinator. Content contributors may be identified by each department. These individuals will have access to a small subset of webpages, and may edit content either directly or through an approval workflow, depending on business need.Change ManagementMajor modifications to the website’s information architecture or design shall be reviewed and subject to approval by the WGC. After-Hours ManagementOn occasion, website content will need to be modified after hours, particularly in the case of facility closure information (i.e. pool closures on the weekend), and during emergency situations.AnalyticsAnalytics on the site are to be run through a single instance of Google Universal Analytics. The Digital Communications Coordinator and the UI/UX Designer will work together to provide unique dashboards and track results that help work groups meet program goals, including page hits, PDF downloads, video play counts, outbound links and other key performance indicators of interest as desired.Privacy and SecurityThe City of Bellevue does not collect personal information about visitors to the city’s website () unless visitors choose to provide it. The city automatically collects statistical information as described below, but it does not:Share any personal information gathered on this website with other agencies or persons unless required by law;Create personal profiles or provide personal information to private organizations; orCollect and/or sell information for commercial marketing.Automatically Collected InformationIf a user browses the city website or downloads data, some information will be collected automatically. This information will not identify the user personally. It is used only to improve this site by telling the city the number of visitors and the types of browsers and operating systems visitors are using. The following information is collected each time someone visits the city website:The Internet domain name (e.g. or ) from which a user accesses the city website. Note: this is not an Internet address;The Internet protocol (IP) address from which a visitor connects to the city website. The IP address is a number assigned to a user’s computer or provided by an Internet service provider whenever someone browses the Internet. The city uses this address to send data users request back to them;The type of browser used to visit the city website;The type of operating system used;The date and time a user visits the city website;The specific pages visited on the city website; andIf a visitor linked to the city website from another website, the address of that site.Personal InformationIn some cases a user may choose to provide the city or its agents with personal information, by filling out an online form or sending e-mail. This may consist of information such as name, address or phone number. The information provided will be used only for a specific purpose, in most cases to enable the city to provide requested information. However, once submitted, that information becomes a public record subject to disclosure. Users may review any personal information the city or its agents collect about them and may recommend changes to any personal information by submitting a written request. Usually, a user can change his or her personal information directly. If a user believes their personal information is being used for a purpose other than what was intended when submitted, that person can contact the Digital Communications Coordinator. In all cases, the city will take reasonable steps to verify a requestor’s identify before granting access or making corrections.Site SecurityThe city has taken steps to safeguard the information on its site including monitoring, auditing and encryption. Security measures are taken as a part of the implementation of all city software and hardware infrastructure to mitigate risk. The city, however, cannot warrant as fail-proof the security of information collected or provided via this website. Unauthorized attempts to change information on this site or upload information are strictly prohibited.Links to Other SitesThe city website contains links to other sites. The city’s privacy and security policy does not apply to outside sites.Subscription ServicesThe city and its agents offer users the option of having specified information sent to them by email, phone text or website feed. The city will only collect the user data necessary to provide requested information. Only requested or emergency information will be sent using that data.Neither the city nor its agents sell or rent mailing lists of its subscribers to any organization. The city may provide lists of its subscribers to project partner government agencies, and then only to provide customized information to residents or business owners who may be served by receipt of that information. Please note: The city and its agents may be required to provide email lists to third parties if the information is requested under Washington State public disclosure law.Subscribers have the permanent option to unsubscribe from any subscription services offered. Subscribers may at any time modify their contact information or remove their address entirely from the system.Contact the Digital Communications Coordinator if you have questions or suggestions regarding the city’s subscription services.DisclaimerThe city does not warranty the accuracy, reliability or timeliness of the information published on its website and shall not be held liable for any losses caused by the reliance on such. Any person or entity that relies on any information obtained from this site does so at his or her own risk.Sharing of InformationWhen the city allows its staff members to communicate potentially confidential data over the Internet, authentication procedures and encryption schemes for potentially confidential data must be in place.The city may electronically share information between programs with related missions when the purpose for such sharing is to improve service delivery.Records ManagementThe city will stay informed of and adhere to applicable public records laws and statutes.The city will retain only those records that explicitly serve a government purpose, as mandated by statute or regulation.The city has a duty to make known the procedures it has in place for the inspection of information held about an individual or other entity.The Information Technology Department will save a “snapshot” of the city’s website on a monthly basis for public records retention purposes.ResponsibilityThe city is neither responsible nor liable for any delays, inaccuracies, errors or omissions arising from use of this site or any material posted on the site. The city site and all materials contained on it are distributed and transmitted “as is” without warranties of any kind.The city is not responsible for any type of damages that may arise from the use of, or the inability to use, the site and/or the materials contained on the site whether the materials contained on the site are provided by the city or a third party.The city is neither responsible nor liable for any viruses or other contamination of visitors’ systems.Cookies and Plug-insCookies are simple text files stored on visitors’ computers by their web browsers. Cookies provide a method of distinguishing among visitors to a website and are frequently utilized to confirm the integrity of online transactions. If cookies are used, they will not contain personally identifiable information or otherwise compromise users’ privacy or security. Plug-ins are tools downloaded to users’ computers to work with their software. Plug-ins are intended to enhance the browsing experience by enabling users to view information in a unique manner or enable access to information.Online ServicesIf, during a visit to the city’s website, users access online services, the city will collect additional information related directly to those services.Electronic CommerceThe city’s electronic commerce websites allow users the option to do business with the city over the Internet, including making electronic payments for goods and services. Such transactions are allowed only under tightly controlled circumstances, where there are appropriate technological and other safeguards in place to protect financial and other sensitive data. Wherever possible, financial information is not seen or collected by the city itself. Instead, designated banks route the data, transfer the funds, and confirm payment to both the user and the city unless the customer has signed a written request that the city retain such information. There may be some variation in the handling of financial data, depending on the method of payment users choose. However, in all cases, measures including but not limited to encryption are used to ensure the integrity and security of users’ financial information. The provision of this information must not be construed in any way as giving business, legal or other advice, or warranting as fail-proof the security of information provided via city-supported websites. ?Private VendorsThe city may use private vendors to provide online services as a means to reduce costs and improve services. These vendors are acting on behalf of the city and will abide by the relevant city policies.LinksThe city’s website and social media pages contain links to other sites. These links are offered because the organization, agency or business is somehow affiliated with a city program or event. The city does not post links to organizations or businesses in return for them posting links to the city site. Neither does it post links in return for financial compensation. The Internet sites available through these links and the materials found on them are not under the control of the city. Neither the City of Bellevue nor any agent, officer or employee warrants the accuracy, reliability or timeliness of any information published on outside sites. Making these links available is not an endorsement or recommendation of any of these sites, the materials on them or their organizations. The city provides these links only as a convenience to users. Links shall not include a “call to action” for users to patronize or support the linked business, agency or organization. Moreover, the city is not responsible for the privacy practices of linked sites. These sites may send cookies to users, collect data or solicit personal information. Visitors should read the privacy statements of sites that collect personally identifiable information. Sites for Which Links Are Not ProvidedThe city does not provide links to:Sites containing material determined to be obscene, indecent, illegal or libelous;Candidate sites and sites advocating positions on ballot propositions (See “Fair Campaign Practices” section below);Commercial sites without affiliation with city projects, programs or objectives; and Individual personal home pages.Fair Campaign PracticesTo avoid the appearance of endorsement of political content, links will not be made to sites that are associated with, sponsored by or serve a candidate for elected office, any political party or organization supporting or seeking to defeat any candidate for elective office, or any ballot proposal. Links to factual information prepared by the city or other public organizations (such as the King County Voters’ Pamphlet, Municipal League, League of Women Voters and the Association of Washington Cities) may be provided as public information. Link MaintenanceDepartments will routinely check links on their webpages to ensure they are functional and contain no material that violates this policy. Questions about the city’s linking policy or requests to link to the city’s website should be referred to the Digital Communications Coordinator. Web-based AppsIn some cases, the city embeds or links to third-party web-based applications that display content (e.g. in map format). While effort is made to ensure these applications are reputable and safe, the city’s privacy and security policy does not apply to third party, web-based applications. ContentAll content on the city's website will be sponsored or cosponsored by the city or directly linked to the city’s policy objectives or departmental activities. Content will accurately reflect City Council and management policy positions. Political advocacy by individuals or interest groups, including current and former elected officials, is not appropriate material for the city’s website.Website IntegrityThe city will maintain one official website () for presenting in-depth information about the full range of city programs, services and events. No other independent city-sponsored, project-specific websites are allowed, unless approved through the “Use of Auxiliary Sites” section below.To reach additional audiences, the city posts some content on social media channels. More information can be found in the “Social Media” section of this document. The city’s website will have a consistent look and feel from page to page and department to department unless otherwise approved by the WGC. The WGC has authority to interpret these policies and the related guidelines if questions arise, and will elevate relevant policies to the Operations Policy Team for further review and approval.The city’s website follows established policy guidelines for use of the city’s logo/seal.Use of the city seal is restricted to city-sponsored or city-contracted pages.Use of Auxiliary SitesThe best practice for municipal websites is to keep as much of the content management and oversight within one official website (e.g. ) unless there are reasons to vary from this policy. Having all information about city services, programs and events in one place provides clarity, convenience and transparency for the public, makes the site easier to maintain and protects users against infringements.The term “auxiliary site” refers to a website that is controlled (either wholly or in part) by the city but is outside of the content management system and hosting framework of the official city website.As a member of consortiums for special projects and the eCityGov Alliance, the city may support or participate in other websites not part of the official city site. These websites should be periodically reviewed regarding their effectiveness in meeting city performance measures and relevant city policies.All other city efforts to develop and maintain webpages will be part of the official city website () unless a strong business case can be made for a new “auxiliary site.” Any new “auxiliary site” will need written approval from the WGC and the Chief Communications Officer, with all on-going costs and maintenance responsibilities borne by the proposing department.Marketing/Vanity URLs & SubdomainsWeb redirects within the CMS are accepted as standard procedures to direct visitors from lengthy URLs to print-friendly URLs. Such redirects may be created for either short- or long-term use, including creating friendly URLs for department landing pages, facilitating A/B testing for advertisements, etc.Subdomains may be implemented in limited situations, including applications (MyBellevue, utility billing, parks registration), and other standalone lines of business. In addition, complex departments presently require use of subdomains due to website configuration.Vanity URLs (e.g. , ) may be used in limited situations, where the URL is intended to be broadly promoted in print, audio or video productions. Use of vanity URLs will be approved by the proposing department’s director or his/her designee and the WGC. All initial and ongoing costs relating to the vanity URL will be assumed by the proposing department.The WGC will develop criteria for departments to follow when considering the development of a vanity URL, and will provide deference to departments when adequate business needs have been identified for implementation.CopyrightsThe city owns the copyright and/or service marks, trademarks, patents, or other proprietary rights on designated materials contained on this website, including but not limited to the website look and feel, text, graphic images, software, music, video and any other format contained on this site. Users may print copies of materials or information or reference this site for their own personal, non-commercial use, provided that they retain the copyright symbol or other such proprietary notice intact on any copyrighted materials copied. Commercial use of this information is strictly prohibited without the express written permission of the city. The city reserves all other rights. The City Attorney’s Office will establish guidelines for material suitable for copyrighting and will provide a central file of all copyright applications. This site may also contain some material that is copyright-protected by others. For such material, the copyright holders retain rights for reproduction or redistribution. All persons reproducing or redistributing this information are expected to adhere to the terms and constraints invoked by that copyright holder. Such protected material, however, may be used under the terms of “fair use” as defined in the copyright laws. Web Style GuideThe Web Style Guide defines the city’s branding, content, user interface pattern and code standards. It will be jointly developed and maintained by the Website Governance Committee, Information Technology Department and the City Manager’s Communications Office. Any questions or requests concerning the guide should be sent to the Digital Communications Coordinator.AccessibilityThe city recognizes its responsibility to deliver services and information accessible and useable by all people, including those with disabilities. This policy pertains to the city’s official website and any auxiliary webpages approved by the WGC. The city makes no warranty or representation with respect to the accessibility of sites linked from the official city website.The city website will conform to Level AA of the Web Content Accessibility Guidelines 2.0 (WCAG 2.0) developed by the World Wide Web Consortium (W3C). Level AA or above is generally accepted as ADA compliant by the U.S. Department of Justice. For reference, the full guidelines may be found at: . In case of conflict between city web accessibility policy and WCAG 2.0 or when clarification is needed, the WCAG website or most recent federal guidance should be regarded as authoritative.The city will integrate standards based on WCAG 2.0 regarding accessibility into the Web Style Guide and other applicable documents. They will apply to webpages, web-based applications, electronic documents and other products and services that are not specifically web-based.AdvertisingPaid commercial advertising is strictly prohibited on the city website. Any other promotion that appears on the city’s website must meet the goals and objectives of the city and be directly tied to a benefit to the city, such as supporting sponsored programs.Use of Different File TypesThe types of files that may be linked from or embedded into the city website include print media (PDF, Excel, Word, PowerPoint and niche files such as AutoCAD files), images/graphics, and multimedia content such as audio and video files. Linking or embedding files must adhere to the following:Comply with the city’s copyright, privacy and intellectual property laws.Downloadable or embedded multimedia files (e.g. audio or video files):Comply with the city’s accessibility requirements.Downloadable print media files (e.g. PDF, Excel, Word, PowerPoint, niche file types such as AutoCAD) must: Have substantive content and provide a necessary and significant addition to the online content;Comply with the city’s accessibility requirements;Provide documents to users only in fully accessible PDFs formats unless a business case can be made for and approved by the Digital Communications Coordinator to use a different file format. If other formats are used, also include the document in a PDF format;Provide users with information regarding file size and type; andBe void of malware or viruses.Translation Standards/ProtocolsThe city has identified a set of webpages relating to emergency information, city services, permits and licensing, and city programs as high priority for being translated into five languages (Russian, Spanish, Chinese, Korean and Vietnamese). These pages are manually translated as opposed using auto translation programs to ensure accuracy. The translation of these pages shall be kept current with any updates made to the English versions of the translated pages. The city will also explore potential use of auto translation programs such as Google Translate for other city website pages.Social MediaTo facilitate greater citizen engagement and deliver information about city services and programs to additional audiences, the city has pages/profiles on social media sites. Social media sites typically allow posting of content, including text and photos, by site visitors. The city is represented on multiple social media channels, including:Facebook ()YouTube ()Twitter ()Flickr ()LinkedIn ()Additionally, the city maintains a presence on Nextdoor and manages the customer service app, MyBellevue.To serve groups of residents with specific interests in department events and programs, the city will allow for additional social media sites through the approval process below. Approval Process The City Manager’s Office shall approve what social media outlets may be suitable for use by the city and its departments. The Chief Communications Officer or his/her designee will review department requests to use social media sites in consultation with department public information officers or other applicable staff. The City Manager’s Office will monitor the city’s social media sites to ensure appropriate use, message and branding consistent with city website goals. Violation of these standards may result in the removal of social media pages or the imposition of oversight before content is posted. The Chief Communications Officer retains the authority to remove pages and manage the posting of content. Cross-Referencing City Social Media Sites and ContentTo ensure that residents can distinguish the city’s social media pages from others, all department or special-interest social media page will like/follow the general city site for that social medium (and vice versa). For example, the Parks Facebook page will like Bellevue’s general Facebook page which should in turn like the Parks Facebook page. City social media channels follow other government agencies and community organizations. Generally, it is not considered a best practice to follow private individuals or firms. However, doing so does not translate to endorsement of that individual or firm.To ensure that residents can still find out about all major city events and programs in one place, departments with social media pages shall post information of citywide interest on the city’s general social media page(s), in addition to the department social media pages. For example, a major event for the Fire Department posted on the department’s Twitter page, would also be posted on the city’s general Twitter page. It is understood that city social media channels are regularly maintained with content. Dormant channels are subject to removal, as directed by the Chief Communications Officer or his/her designee. All Bellevue social media sites or services are considered an extension of the city’s information networks, and are governed by the Bellevue Technology Resource Usage Policy and Website Policies and Procedures. ModerationWhile visitors to social media channels hosted by the City of Bellevue can post content directly on some city social media pages, the content must comply with Bellevue guidelines, being essentially free of libel, profanity and harassing attacks. A comment policy stating what kinds of comments are unacceptable will be posted on all social media pages. During regular business hours, staff will monitor content posted by site visitors and delete it when it does not comply with the city’s stated guidelines. These social media sites or services are “limited public forums,” so the city can exert reasonable limitations on what comments/content are posted. Deleted content from visitors must be retained as public records. The city reserves the right to remove comments and posts that do not follow these posting guidelines, and to ban users who post such comments or posts. Comments will not, however, be edited by the city or its staff. Content moderators shall allow all comments topically related to the post and thus within the purpose of the limited public forum, in their entirety, unless they contain any of the following:Comments that clearly violate Terms of Service;Comments deemed potentially libelous;Comments not topically related to the particular social medium article being commented upon;Comments inciting violence or hate speech;Comments in support of or opposition to political campaigns or ballot measures;Profane language or content;Obscene or explicit comments;Content that promotes, fosters or perpetuates discrimination on the basis of race, creed, color, age, religion, gender, marital status, status with regard to public assistance, national origin, physical or mental disability, transgender status or sexual orientation;Sexual content or links to sexual content; Solicitations of commerce; advertisements, commercial promotions or spam;Personal attacks, insults, or threatening language;Private, personal information published without consent;Conduct that suggests or encourages illegal activity;Information that may tend to compromise the safety or security of the public or public system;Comments that embed images from external sources;Plagiarized material, or material that violates intellectual property rights;Comments that violate any law; orContent that violates a legal ownership interest of any other party.Please be advised that if you post materials, you participate at your own risk, taking personal responsibility for your comments, your username and any information provided.Applicable Laws Departments that use social media are responsible for complying with applicable laws regarding records retention and open meetings. Comments from the public posted on one of the city’s social media sites are considered public records. Staff should capture the content of the comment and manage it as a record. When the city posts content on one of its social media sites, which has not already been posted on its own site or in some other manner, that content should also be captured as records. LinkingWherever possible, links to more information should direct users back to the city’s official website or partner sites for more information, forms, documents or online services necessary to conduct business with the city. BlogsA blog is an online journal that tends to feature a relatively informal, first person narrative. Blogs can offer a valuable option for disseminating information and allow for comments from and interactive conversation with residents. City blogs have the potential to reach new audiences and engage stakeholders in a new way. City blogs are limited public forums to which state laws concerning records retention, public disclosure, open public meetings and use of government resources apply. All city blogs shall be subject to approval by the by the director of the sponsoring department and the Chief Communications Officer. As with social media, public information officers will advise the Chief Communications Officer regarding proposed and existing blogs. Blogs shall be published with the approved city blogging platform and tools, and administered by the Information Technology Department.All city blogs and bloggers shall adhere to the city’s Website Policies and Procedures and Technology Resource and Usage Policy.The city reserves the right to restrict or remove any content that is deemed in violation of these policies.Each blog shall include an introductory statement that clearly specifies the purpose and topical scope of the blog.All blog authors shall be clearly identified. Blog commenters shall register with a profile authenticated by the tool/format/website used for hosting the blog.Content moderators shall allow all comments topically related to the post and thus within the purpose of the limited public forum, in their entirety, unless they contain any of the aforementioned exceptions listed in the Social Media Moderation section above.Blogs can include links to referenced agencies or businesses, including event sponsors. Blog authors can be any staff who are knowledgeable, due to their job, with the topic(s) addressed in the blog. In addition to posting entries, blog authors will moderate comments and, in some cases, post replies.It is the responsibility of blog moderators to be knowledgeable about the city’s blog policy.All blogs shall clearly indicate that they are maintained by the City of Bellevue and shall have city contact information prominently displayed. To ensure blogs are consistent with the city’s branding, the Web Style Guide should be consulted regarding the look of the blog.Blogs focused on time-sensitive issues may have fixed timelines. Such blogs will be removed from public view once their useful life is completed, as determined by the Chief Communications Officer and the sponsoring department.Legal RequirementsPublic DisclosureCity of Bellevue webpages, social media posts, and blogs are subject to State of Washington Public Records Act (RCW 42.56). All media shall clearly indicate that all content posted or submitted for posting is subject to public disclosure. All social media accounts and blogs shall include a notification that public disclosure requests must be directed to the city's public records officer.Records RetentionRelevant city records retention schedules apply to the city’s website, social media channels and blog content. Moderators are responsible for retaining the related public records. All website, blog and social median content, including comments submitted but not posted or deleted because of inappropriate content, will be considered public records. The content should be maintained in a format that preserves the integrity of the original record and is easily accessible. Content submitted but not posted will be retained along with the reason the content was deemed not suitable for posting. Efforts need to be taken to ensure that content and comments posted on blog sites not fully controlled by the city are captured for the entire retention period. ................
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