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Social media at VA
Social media is a vital part of VA’s efforts to better communicate with Veterans by providing important and up-to-date information while receiving real-time feedback, improving transparency and encouraging public engagement. This policy is designed to aid agency users in understand and adhere to proper use and protection of Government equipment when conducting social media activities for VA.
These guidelines cover social media platforms including (but not limited to):
- Social Networking Sites (Facebook, LinkedIn, etc.)
- Blogs (including VA official use and non-official or personal use blogs, as well as comments)
- Video and Photo Sharing Websites (Instagram, YouTube, Flickr, etc.)
- Forums and Discussion Boards (non-official and personal use of Slack, Discord, etc.)
- Podcasts
- XML and RSS Feeds
- Ideation Programs (IdeaScale, IdeaFactory, etc.)
- Online Information Repositories and Encyclopedias for both official use (e.g., Max.gov) and nonofficial or personal use (e.g., Wikipedia)
- Emerging or new technology identified as social media by General Services Administration’s DigitalGov.gov website to help Government workers deliver a better customer experience to citizens.
- A business case for the site,
- Adequate resources are available to establish and maintain the site, and
- The organization’s previously established website is also kept up-to-date and meets VA quality standards. The Office of Public and Intergovernmental Affairs (OPIA) is the final approving authority for all VA social media sites, except those of the Office of the Inspector General, which is exempt from this oversight and control per the Inspector General Act, 5 U.S.C. App. 3. However, OPIA may delegate approval or disapproval to administration communications offices after coordinating with those offices to ensure the content standards maintenance.
- Receive approval from OPIA before creating any new social media presence.
Actions
Employees will take appropriate action on submissions that contain vulgar language, personal attacks of any kind, offensive comments, libel, sensitive data, and other inappropriate content, as well as comments that:
- Are spam;
- Are clearly off topic;
- Advocate illegal activity;
- Promote particular services, products, or political organizations;
- Infringe on copyrights or trademarks;
- Contain unauthorized release of VA Sensitive Data; or
- Clearly violate VA Privacy Policy.
Moderation of public comments: the First Amendment greatly curtails enforcement of restrictions on free speech by a governmental entity. When the context of the speech is not clear, social media managers will give the benefit of the doubt to the commenter. However, the following are never allowed and can be deleted: comments promoting drug or human trafficking, comments that jeopardizing national security, pornography, comments that incite violence, and defamation: potentially libelous comments.
Threats may be referred to VA Police, self-harm talk or ideation may referred to the Veterans Crisis Line, others may be referred to the Veterans Experience Office or the appropriate VA Office. VA employees taking appropriate action must use discretion when taking this action.
A complete listing of actions taken will be maintained on the applicable social media website.
Coordinators and Moderators will resolve valid complaints received on social media accounts. If complaints cannot be resolved directly by coordinators or moderators, they will be elevated to the appropriate organization for resolution.
- Veterans Health Administration Digital Media (VHA Only)
- Veterans Benefits Administration Web Communications Office (VBA Only)
- National Cemetery Administration Web Communications (NCA Only)
- Office of Information and Technology (OIT Only)
- Office of Public Affairs Digital Media Engagement (for all VA Central Office locations excluding those listed above)
These resources will help you strategically use additional online channels to reach your communication goals.
- VA News Submission Instructions
- Office of Government Ethics Guidance (PDF, 6 pages) related to Federal employee’s personal use of social media
- Digital.gov Social Media Community of Practice
Social media office recommendations
Training
All VA social media team members must complete the tasks outlined below:
- Sign the VA Rules of Behavior
- Signe the VA Declaration for Federal Employment
- Review the VA Content Writing Guide
- Review the VA Tier 1 Graphic Standards Guide (PDF, 71 pages, 17.0 MB) ()VA Staff only
- Review VA Handbook 8502 (PDF) Use of Social Media
- Complete VA Health Insurance Privacy and Portability Act (HIPAA) training (if your position requires it)
- Complete the VA Personal Identifiable Information (PII) training
Copies of training certifications must be submitted to any VA supervisor overseeing a Department’s social networking account for information assurance and compliance.
Staffing
VA organizations with social media capabilities should have the following government employees in place to provide adequate oversight for organizational social media activities.
- Communication Director or senior Public Affairs Officer
- Subject Matter Experts (SMEs) (as needed)
- VA Legal Counsel
The following is the recommended Full Time Equivalent (FTE) positions to successfully carry out social media office daily operations to support a large organization. Contract resources should be a secondary option with government personnel providing strict oversight. Suggested staffing:
- Social Media Manager (1) – VA employee designated to manage content for their organization
- Content Developer (1)
- Creative Media Team (1-4); Graphic Designer, Photographer, and Videographer