1. KARLSTADS KOMMUN
ON FACEBOOK
Jenny Brodén, IT- Project Manager

2. WHY FACEBOOK?
We want to be were the citizens are

3. FACEBOOK VS. TWITTER

4. FACEBOOK VS. TWITTER

5. KARLSTAD´S JOURNEY TO
SUCCESS ON FACEBOOK
2010
• Developed chanel strategy during spring
• Started our offical Facebook page on september 1th
• Started an interest group within the municipality
• Made a template for Facebook pages by the municipality of
Karlstad

6. KARLSTAD´S JOURNEY TO
SUCCESS ON FACEBOOK
2011
• We got high jacked and two of our pages where filled with pornography
• We used Facebook during a large water leak where the majority of
Karlstad had no water
• Our campaign Karlstad as the capital on Facebook lead to an increase
of 2 000 likers

9. FACEBOOK 2012
• Advertisement lead to even
more likers, from 7 000 to
12 000.
• Citizens had lots of opinions
when we invested in an art
gallery….
• And after a tv show that took
place in Karlstad

10. WE APPRICIATE OUR LIKERS OPINIONS NO
MATTER IF IT´S PRAISE OR CRITICS

11. …IT MEASSURES THE TEMPERATURE

12. THE MUNICIPALITY OF KARLSTAD
ON FACEBOOK TODAY
• 33 pages
• More than 20 000 likers (13 143 on the official page)
• Examples: Karlstad Airport, the city park, Youth Center's
• Average 15,2 comments and posts per day
• Most of the questions concerns streets, roads, busses, spare time
activities and sanitation

13. THIS IS HOW OUR
FACEBOOK PAGES
SHALL LOOK LIKE
• Profile picture with logo
• Cover picture
• Applications that present
facts and editors

15. THIS IS HOW WE
DO IT
• Editor in chief (communications
department)
- Plans, coordinates and
educate
• Contact Call Centre
- answer the questions and
forward to responsible officer
- Deletes inappropriate contents
• Answer within 24 hrs.
- A communicator on the
responsible administration
publish the answer

16. SECURITY
• Only use https://-
connection
• Secure password
• Recommendation
regarding personal
settings

17. GUIDE LINES
• Think of what you say as a professional
• Don't write anything you wouldn't say face to face
• ”Talk to farmers like farmer do”
• Always verify that you have seen the questions

18. GOOD EXAMPLES

19. FAST WAY TO SPREAD CORRECT
INFORMATION DURING CRISES
Sunday, 15 000 citizens without water. 30 000
needs to boil their water before they can use it

20. PICTURES ENGAGE

21. A LOT OF PEOPLE ANSWER WHEN WE
ASK QUESTIONS
Good morning! We
Good morning! We
hope you had a nice
hope you had a nice
weekend. Did you
weekend. Did you
remember to turn off
remember to turn off
you lights on Earth
you lights on Earth
Hour?
Hour?
130
59
24
7

22. PEOPLE WANT TO
HELP
A cat was found hungry
and frightened in a
park…

23. WE FOLLOW UP AND SHOW THAT WE
APPRICIATE THEIR HELP
…the cats owner was
found thanks to all our
fans.

24. DELETED CONTENTS

25. Personal
attack on the
director of the
city planning
administration
…

26. Some people cross the line…

27. HOW TO DO IT

28. BE PERSONAL

29. ENCOURAGE YOUR LIKERS TO
CONTRIBUTE Reporting a hole in
the street

30. BE QUIET AND DON´T INTERRUPT
THE DIALOGUE

31. WRITE ABOUT EVERY DAY STUFF

32. TALK ABOUT THINGS THAT INVOLVES
MANY CITIZENS
Right now we’re
cleaning up the
streets from sand
and gravel…

33. SHOW THAT YOU LISTEN

34. DON´T DELETE TO MUCH
Any hot
Any hot
babes in
babes in
Karlstad up
Karlstad up
for a date?
for a date?

35. We have come a bit
closer, we have
made it easier, the
municipality feels a
bit less formal and
more personal.

36. Thank you!
Jenny.broden@karlstad.se