May 22, 2012 at 6:32 pm #161959
My name is Tom Brazelton and I am the Web Communications Specialist with the City of Ankeny in Iowa. I work for the City’s Public Relations Department. This is my first post on GovLoop.
We are currently having some trouble with Facebook that I thought might be relevant to other GovLoop readers. I was also hoping that this discussion might generate a few ideas for us.
Recently, Facebook stripped our administrator rights from the City of Ankeny’s Facebook page. With it, our custom URL was also removed. We can no longer access our Insight’s page and we cannot post as the City of Ankeny on other Facebook pages. Disassociation from our custom URL has effectively broken all of our links coming from our press releases and other links on our web site.
Facebook says that we cannot identify ourselves as the City of Ankeny because it is their policy that users may not manage pages about towns, cities or states. Use of “City of” in our name is too generic.
I pointed out to them that “City of Ankeny” is our trademarked name and cited over a dozen other local governments that also use “CityOf” in their custom URL.
Facebook has not been swayed. They said that the other pages I linked to are also not permitted administrative privledges and they are actively trying to enforce this policy.
Has anyone else run into this problem with Facebook? It seems like a very odd policy to me. Anyone who is a member of our community should know the difference between the governing body that provides services and support to residents as opposed to Facebook’s aggregate community check-in page. But Facebook does not agree.
We feel our next step may be to involve our lawyer in an effort to protect our brand and trademark. I was hoping the GovLoop community might have insights or strategies pertaining to this matter.
Web Communications Specialist
City of Ankeny
May 22, 2012 at 7:32 pm #162033
Welcome to GovLoop, Tom. Interesting dilemma, hope it all gets sorted out quickly and easily.
May 23, 2012 at 1:47 pm #162031
Just posted in a couple groups to get you some help, Tom.
(P.S. I grew up in Colo, IA, just a few miles north of Ankeny…and went to ISU 🙂
May 23, 2012 at 2:27 pm #162029
Doubt that getting lawyers involved is going to help anything. Seems that you already have established a good brand and that it is simply coming up with a name that is short, concise and sweet to communicate that brand, preferably something that links easily in the mind to what you had before. Two possibilities come to mind, ‘Ankeny City Hall’ and if that has overtones of bureaucracy then ‘Ankeny City Square’. Once you do decide on something, a campaign promoting the change will I suspect quickly spread through your market based on what you have done before.
May 23, 2012 at 2:35 pm #162027
Thanks for posting. This would affect Chesapeake, too. Please keep us updated on your progress, and good luck!
May 23, 2012 at 2:42 pm #162025
My director and I spent a little time discussing this with the City’s Attorney yesterday and she brought up a good point. Where I an my director viewed it as a trademark issue, Facebook has no responsibility to promote that trademark. Our trademark only exists to protect us from copycats. So it was kind of a moot point.
I think we’re coming around to the idea that fighting Facebook on this issue is an insurmountable climb. So – as you said – it’s become a matter of coming up with a name that is concise and communicates the brand memorably.
To prepare our followers for the inevitable transition, we’ve decided to loop them into the process and asking for their suggestions. Even if they don’t come up with something we can use, it at least raises awareness that a change is coming.
We tried looking at larger cities to see how they’re approaching the problem. We looked up the City of New York City on Facebook and their custom URL is “nygov” – very short and to the point. In fact, they use it across all of their social media channels – Twitter, Foursquare, YouTube… you name it.
I don’t think we want to go through a complete rebranding of our digital channels, but something like “ankenygov” might be enough to get Facebook back on our side again.
May 23, 2012 at 2:58 pm #162023
I would imagine that a problem would be that Facebook owns Facebook, so if they have don’t want to use a certain url or whatnot it’s up to their discretion to disallow it. I suppose if they allowed a location app or something to use the “city of Ankeny” while you have it trademarked, then you could have a valid case.
May 23, 2012 at 3:01 pm #162021
Exactly. Our only recourse, really, would be to remove our page from Facebook.
But that would be like cutting off both your arms out of spite!
May 23, 2012 at 3:33 pm #162019
Hi, Tom. Thanks for your post – this is the first I’ve heard of Facebook doing this. It could potentially affect many local governments. I posted on the http://www.facebook.com/government page for clarification, but they likely don’t monitor it. I’ll try a FB contact.
The fact that you were blocked from administrator rights is most concerning to me. Can you please describe more about how this happened and how Facebook has been communicating with you about it? Did the messages display on screen, or are you in contact with a representative via email? Perhaps being blocked from admin access for an unrelated reason triggered FB to strip the custom URL, causing the old one to display as already taken?
I can’t find any language in FB’s terms, pages policy and amended terms for state and local government that supports their actions on this. It appears that Ankeny is appropriately categorized as a Government Agency, and not a Place. I will definitely be following this conversation.
p.s. Is Jay still at Ankeny?
May 23, 2012 at 3:44 pm #162017
We are currently in communication with a Facebook representative. Her name is “Nancy” from Page Operations. We don’t know her last name. We have no contact information for her other than the e-mail thread that she established. We’ve asked repeatedly for a phone number that we can call to speak with a customer service representative over the phone and they’ve refused – citing that they do not have any phone support.
Basically, Facebook came out of blue a few weeks ago (e-mailing me at my personal e-mail account) saying that they do not allow users to admin a page that represents a generic location or entity. For example, beer, pizza, San Francisco or New York State. They gave me the link to their page guidelines for reference.
At that point, the City’s custom URL identifier was removed, we lost access to insights and could not post as the City of Ankeny on other Facebook pages. That said, we still retain the ability to post status updates and create events with them showing up with the City’s avatar in use.
We’ve questions whether “Nancy” understands that I am – in fact – a representative of the City and not just some guy trying to claim it. We think they’re being somewhat obtuse about it, considering that the City of Ankeny is a federally registered trademark and our page is listed as a government agency. We don’t understand why they presume there would be confusion between the “City of Ankeny” – the government entity and “Ankeny, Iowa” in the aggregate.
As they have made clear that they intend to enforce their policy among other municipal government pages, they don’t seem to feel the need to clarify.
As for Jay? Yeah, he’s still here! 🙂
May 23, 2012 at 4:34 pm #162015
Given the articles I’ve been reading comparing Facebook to AOL, this may not be a problem you’ll need to worry about for too much longer.
May 23, 2012 at 5:01 pm #162013
I just emailed Katie Harbath, Manager of Public Policy, at Facebook. I’ve asked her to weigh in on this discussion. She recently assisted me on this very issue with one of our local municipalities.
Lake County, IL Government
May 23, 2012 at 5:04 pm #162011
Luke, that is excellent news. I am very interested on getting more details from Facebook regarding their policy.
May 24, 2012 at 4:55 pm #162009
Hey Tom, I’m emailing you with some additional info.
May 24, 2012 at 7:17 pm #162007
May 25, 2012 at 2:59 pm #162005
Tom – I work for the City of Cedar Rapids, Iowa, and we are currently working on developing our Facebook page and are having difficulty contacting anyone at Facebook. Could you send me your email address to correspond instead of through Govloop? Mine is [email protected].
May 25, 2012 at 3:18 pm #162003
Just sent you an email which should help.
May 29, 2012 at 8:52 pm #162001
For those of you looking for an update on this story, I received confirmation from Katie Harbath – the Facebook representative that Luke Stowe put me in contact with – that Facebook will not be budging on this issue.
Katie originally explained that enforcement around Facebook’s policy was decided upon after larger cities like New York and Chicago could not agree as to who would own a Facebook page titled “City of New York” or “City of Chicago.” Katie claimed that everyone from the Mayor’s Office to the City Council and Tourism Board would try to lay claim to it. Their new policy exists so that – in essence – no one can lay claim to it.
I explained to Katie that Ankeny (a community of roughly 50,000) would have no such disputes, that “City of Ankeny” is our legal trademarked name and that our local government has a “one voice” communication policy that filters all communication through a single access point to prevent these kind of conflicts.
Making exceptions, Katie explained, would put Facebook down “a slippery slope.” Now we are in the position of attempting to rebrand ourselves with a name that meets both our needs and Facebook’s policy.
I wanted to give people a head’s up because it sounds like this is something Facebook is going full steam ahead with. Keep in mind how you might have to adapt your identifier when the policy reaches you and your pages!
May 30, 2012 at 7:10 pm #161999
Does anyone know if there are other city names Facebook isn’t allowing? Someone here suggested CityNameStateAbreviation, as in ChesapeakeVA. It’s taken but the page isn’t active.
May 30, 2012 at 7:33 pm #161995
By “custom URL,” I meant the vanity URL.
I think when you get over 30 likes on your page, Facebook gives you vanity URL permissions to more effectively brand and market your page.
For example, our page used to be facebook.com/AnkenyIA.
As it was explained to me, Facebook wants to prevent multiple entities within communities from establishing “City of” representation. So, whereas it sounds like yours was a case of trademark infringement (using your logo, misrepresenting your brand), what Facebook seeks to avoid is the Mayor’s office, the City Council, the tourism board, the police department, etc ALL trying to claim “City of X.”
May 30, 2012 at 7:38 pm #161993
I don’t think Facebook will let you get away with that.
As it’s been explained to us, they want to avoid giving admin privileges to pages about specific locations. So city name and state abbreviation won’t work.
Our vanity URL used to be facebook.com/AnkenyIA, which is maybe what put us on their radar to begin with?
They want names to include more specifics. So, since our page represents the municipal government, they want us to use something like “City of Ankeny Government” or “Ankeny City Government.”
We’ll likely go with the former.
May 30, 2012 at 9:23 pm #161991
I suspected as much. Thanks for helping all of us out. I really appreciate finding out about this here rather than from Facebook.
June 4, 2012 at 4:16 pm #161989
Barbara A DeLauterParticipant
Would it be reasonable to use Facebooks mission statement to remind them that they no longer in alignment with their mission statement? Facebooks states that the want to “…give people the power to share and make the world more open and connected”.
MissionFacebook’s mission is to give people the power to share and make the world more open and connected.Company OverviewMillions of people use Facebook everyday to keep up with friends, upload an unlimited number of photos, share links and videos, and learn more about the people they meet.
June 4, 2012 at 4:52 pm #161987
My insight is that sometimes you can not anticipate how policies will be interpreted by the employees of large organizations. Facebook has 3500 employees; which seems like a lot until you work out that is one employee per over 250,000 members. (And we should probably leave out Mark Z and a few others at the top who likely do not answer member mail.)
Seriously, I hope you get some attention on this. Maybe a lawyer’s letter would help. I often recommend to associations that we deal with to have both a public presence on FaceBook as well as a private community. I do not see how you could have anticipated this problem and I am not sure what you can do about it. I have put this post up on our public community site here. It is available for public comment so perhaps someone else will post an idea for a solution there.
June 4, 2012 at 5:44 pm #161985
David M. FrostParticipant
You might look into the Facebook agreement on apps.gov run by GSA. Maybe that will work out better since the terms are favorable to government entities. Good luck.
July 6, 2012 at 1:50 pm #161983
Greetings everyone. It’s been a little while since I’ve posted on this topic and I felt like I owed everyone a follow-up to let you know how things turned out.
After being put in touch with a representative from Facebook who was a little more prompt returning messages than who I was originally dealing with, we were placed in something of a holding pattern as Facebook policy makers reviewed their positions regarding local governments claiming city names for their Facebook pages.
A few weeks would go by and I’d ask for an update. A decision hadn’t been made. This back and forth went on for a few weeks.
Long story short, they upheld their original policy decision and we were forced to change our name.
We ended up changing our page name from “City of Ankeny” to “City of Ankeny Government” – which we feel is redundant, but at least keeps our branding up front.
Interestingly enough, they let us change our custom URL from “facebook.com/AnkenyIA” to “facebook.com/CityOfAnkeny” – which was odd because when we established the page back in 2009, they wouldn’t let us have “CityOfAnkeny” citing that private entities couldn’t claim specific locations. Fast forward to 2012 and the Facebook representative I spoke with said that basically Facebook wasn’t concerned with vanity URLs as much as they were page names.
Although we were a little annoyed that it took so long for Facebook to reach their conclusion, we appreciated that they at least examined their policy a little. Things didn’t work out in our favor, but the transition to our new page name has been seamless. We posted a message notifying our followers of the change and to update their bookmarks and traffic has remained steady.
I can’t predict if or when Facebook will start implementing their policy against other government web pages. For now, I would probably advise not making any changes on your end until they come calling. Just know they won’t be very flexible about it when they do.
Thanks to everyone who contributed their advise and helped us make connections inside Facebook in regards to this issue. It’s been a very enlightening experience!
July 6, 2012 at 2:24 pm #161981
Thanks so much for the update. Very helpful!
July 10, 2012 at 1:08 pm #161979
Very interesting how they are more concerned with the page names and not the URLs. I would’ve guessed just the opposite.
July 17, 2012 at 4:35 pm #161977
Thanks for posting this information. Our main FB page is the “City of West Hollywood” so I imagine they will eventually come around to us as well. We use “WehoCity” as our moniker on other platforms so I’m wondering if I should just go ahead and request a name change (which is an option under Basic Information) to avoid any disruption. I’ll have to think about that one.
Thomas, I also wanted to ask…when they initially cut your admin access, were you given the opportunity then and there to change the name and continue on seamlessly?
July 31, 2012 at 9:57 am #161975
May I simply point out here that this string is an excellent example of social media helping to bring people together and solve a problem. It is fun to watch. A curious problem, but an awesome thing to see the cooperation in solving it!
It’s ironic that the government seems to be in the position of trying to navigate a large bureauocray that won’t answer the phone or provide clarified policy on an issue that so clearly affects people.
July 31, 2012 at 10:03 am #161973
The irony here is palpable, is it not? Isn’t this ratio of employees to citizens the same scenario people usually bring up about the government? It doesn’t feel good to be on this side of the fence, but maybe it serves as a good use case. As the ones struggling for some attention from the big, unresponsive organization, how would we like to see them engaging with us?
August 6, 2012 at 2:52 pm #161971
Page administrators for the City of Virginia Beach got the same message from Facebook last week and we’ll be changing our name to Virginia Beach City Government tomorrow. We are posting a note later today to inform the people that have liked our page of the change so that (hopefully) it doesn’t come as too much of a surprise. What I don’t understand is this – shouldn’t the “government agency” designation clear up any confusion? Otherwise, what’s the point in having it?
August 6, 2012 at 10:19 pm #161969
I constantly ask this question of government: Why is it essential to your mission to be on Facebook? I have yet to come across any evidence based answers that are close to satisfying. Again there are so many reasons NOT to use Facebook from a government perspective, when there are tons of alternatives, that this and other questions get to be pretty important.
August 9, 2012 at 7:24 pm #161967
For those of you still wrestling with this issue, apparently Facebook is hosting a webinar on the topic next Thursday, August 16 at 1:30 PM EST.
3CMA posted a link just about an hour ago: https://www.facebook.com/permalink.php?story_fbid=257664821017950&id=157101001007874
Even though the City of Ankeny has navigated through the waters on this one, I’ll be listening in to see how Facebook holds itself accountable in front of multiple government page administrators at the same time.
It should be interesting.
August 10, 2012 at 3:58 pm #161965
Thanks Tom! I was wondering if anyone else notified their citizens of the impending name change and the circumstances behind it. If so, what was their response?
August 10, 2012 at 4:29 pm #161963
The good news is that Facebook is not requiring changes to the vanity URL (e.g. facebook.com/cityofevanston). They are requiring changes to the actual Page name (e.g. City of Evanston Illinois). In our case, we have requested our Page name be changed to City of Evanston Illinois Government. This should not significantly impact our Page fans.
I am involved with the National Association of Government Webmasters (NAGW) and Katie Harbath from Facebook will be presenting a webinar for NAGW (similar to her 3CMA webinar) on Friday, August 17th at 12:00pm CST. She will also answer other questions related to best Facebook Page practices for government web and social media managers. More info at http://www.nagw.org/webinars
August 10, 2012 at 4:42 pm #161961
Very cool – good to see it come to some resolution
You must be logged in to reply to this topic.