Issaquah & Social Media How early adoption can net greater public trust by making government engagement

more transparent, participatory, and quantifiable

By Kevin Wren March 12, 2016

Issaquah’s Dynamic Duo Autumn Monohan began her professional career as an intern for the Seattle Times in 2002 just before online services like Craigslist began sapping newspapers of significant revenue streams thus signaling the end of a journalistic era. After working for the Times, she moved on to Newcastle News, then the Issaquah Press, and finally the Sammamish Review before joining the public relations firm, the MWW group. After a year with MWW she joined Issaquah’s local government as a Communications Coordinator & Public Information Officer. Her dedication to the area never wavered and she has since become Assistant to the City Manager due to her news sense, management abilities, and public relations skills, supporting Robert “Bob” Harrison as City Administrator.

A couple years after Autumn joined Issaquah, Bob joined the management team in 2010 upon the retirement of Leon Kos, who served as administrator for 33 years. According to a Prothman report from 2014 about hiring a new Deputy City Administrator, “Bob enjoys a reputation as a progressive and talented municipal administrator, [bringing] solid leadership to the city, [and] served as an ICMA Vice­President for the West Coast Region.” In some respects, Bob’s hiring in Issaquah coincides with the sea change of how social media can impact government participation.

Combining Autumn’s public relations skills, Bob’s progressive attitude, willing council and city departments, and a tech savvy public; Issaquah was perfectly poised to adopt new social media channels to complement the city’s public engagement. As a result, Issaquah has a greater reach than much larger cities on key social media channels, i.e. Facebook, Twitter, Instagram, LinkedIn, YouTube, Vine, Flikr, Google+, and Pinterest (see Appendix B to I for comparison research). Issaquah is performing at a higher level than larger cities like Seattle, Bellevue, Tacoma, and Portland. Compared to similar sized cities like Kirkland, Renton, Woodinville, and Bothell; Issaquah is years ahead in terms of cultivating public trust and engagement through social media. Despite the tradeoffs of engaging on social media, the complex web of authority, the constraints of public entities engaging citizens; the benefits of effective and efficient engagement through these channels are robust, low­hanging, and quantifiable.

Issaquah is a shining example for cities in the Puget Sound to emulate because: The city realized the paradigm shift social media has caused in the last seven

years Embraced new channels as a way to build public trust and inspire public

participation in government Prevented negative consequences of engagement by overseeing its execution,

and being the conduit for a complex web of civil services and elected individuals Appendix A attempts to clarify the relationships Autumn and Bon navigate on a

constant basis and indicates their team’s size amid various stakeholders. It is clear that elected officials oversee their own accounts with the Social Media team acting in an advisory role. This report aims to suggest Issaquah’s Social Media department is under resourced and would be capable of more effective and efficient engagement with another staff member. In an interview, Autumn noted her team strives to respond within five minutes to every query, an edict of customer service not seen in local governments in the area.

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Issaquah: Beautiful, Growing, Affluent, and Primed The same Prothman report from 2014 indicates the national recognition Issaquah has received as a leader and innovator, signaling a high quality of life for residents and workers, including:

Multiple years: Best Workplaces for Waste Prevention and Recycling 2008: U.S. News and World Report ­ Best Healthy Places to Retire 2009: U.S. Chamber of Commerce Siemens Sustainable Community Award

Finalist; King County Green Globe Award; Smart Communities Award for Livable Communities.

2011: Outside Magazine – Best Towns; King County Green Globe Award; Forest Stewardship Council Project of the Year (for zHome)

2012: Seattle Business Magazine ­ Green Washington Award 2013: WSRA ­ Innovative Recycler of the Year; ASHRAE Technology Award (for

Fire Station 72); Built Green Hammer Award (for Issaquah Highlands Family Village); ICMA Local Government Excellence Award (for zHome)

2014 Sunset Magazine ­ Best Burb Witnessing daily life in Issaquah, appreciating the natural resource endowments,

investigating the impact of its municipal services, and seeing public engagement occur on numerous fronts; it is clear why people love to live in Issaquah and why it receives national attention. Combined with the effort the Social Media team musters, the efficiency which they engage their customers, and the impact the Administrator’s office sustains; public engagement is more frequent, more comprehensive, and more impactful than other government’s social media interactions as seen from Appendix B to I. The “tried and true” methods of public engagement, like newsletters and press releases, do not reach some communities and government must meet this challenge by exploring new options. The Full Web of Players With a 2010 population of 30,434 and an estimated population of 34,056 in 2014, the number of communities and more public employees providing more services has grown in the last six years in Issaquah . Appendix A shows the different stakeholder groups, individuals, and organizations operating within and outside of Issaquah.

The administrative side of Issaquah’s local government is the prime content provider for the Social Media team. Autumn and Bob note that their posts on police & public safety and parks & recreation provide the most impactful content, drawing the most community input. Other opportunities exist for the Social Media team to leverage, like the Cougar Mountain Zoo. It is no secret that cute animals correspond to significant viral clickthroughs and interaction. The Boise Zoo, 1,400 followers, and the Minnesota Zoo, 24,900 followers, are great examples for how social media can reach customers, increase public awareness through engagement, drive consumption of services, and increases revenues. The Bronx Zoo Cobra, 165,000 followers, is a good example of how an individual animal can drive social media traction and garner engagement.

Elected officials interaction with the Social Media team is an avenue for advising and organizing as these individuals should provide their own content. Because the team

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feels elected officials should represent themselves and be transparent, the opportunities to engage the public has not been fully leveraged. Seattle Mayor Ed Murray’s social media interaction (Appendix J) show the positive impacts an elected official can have when social media is used to proactively promote policies and engage the community. He reaches a total estimated 21,034 interested and engaged citizens. Issaquah’s mayor, Fred Butler, could achieve a relative following and help promote public meetings, facilitate discourse on policy, engage other mayors and thought leaders, and even host a tweet­chat by leading conversations on relevant issues with community members over twitter. Council members can also engage the public on social media, like Seattle City Council President Tim Burgess (Appendix K) who reaches about 8,500 total users through Facebook and Twitter. Issaquah’s Council President, Stacy Goodman, could emulate Burgess’ social media interactions by posting about council meetings and items relevant to her community.

The two primary audiences Issaquah’s Social Media team is attempting to reach are current residents and businesses within Issaquah. Most content pushed out by the Social Media team is directed towards residents, but also appeals to neighbors, potential tourists, and distant fans of Issaquah by answering questions of citizens and alerting them to important or interesting content. The team prides itself on responding to 100 percent of the community’s queries within five minutes, an unprecedented level of engagement not present in Washington. Attracting and supporting local businesses in Issaquah is also part of the team’s mission. By engaging businesses on social media, the team can attract adjacent supporters and similar businesses’ attention. The economic development team has an opportunity to leverage the Social Media team’s success by focusing on attracting businesses through posts on LinkedIn espousing Issaquah’s economy and their resident’s interests. Additionally, the team can leverage businesses on various channels within Issaquah, like Costco and Microsoft, to attract potential businesses and residents. Major Policy Issues & Advantages The benefits of engaging the public on social media are numerous: engagement is more transparent, quicker, and simpler; participation is enhanced by creating dialogues; and interactions are quantifiable through online metrics. However, many policy challenges exist amid the new mediums. Policy adherence, privacy and data collection, confines of internet engagement, and open antagonism; create trepidation for city managers and administrators looking to adopt social media. This hesitation, while well founded given the various pitfalls, needs to be reasoned by evaluating the net benefits while also being directed with thoughtful municipal social media policies. Policy Disadvantages of Social Engagement

Policy Adherence: Social media sites like Facebook and Twitter have clear rules about what is allowed by elected officials and government bodies. Unlike public meetings where elected officials set the rules, online interactions are dictated by a different, private authority. What’s more, these policies are constantly in flux as new issues cause the developer to amend their user policies. As these policies change, the Social Media team, city manager or administrator, and legal counsel

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need to be in­line. Small municipalities might struggle with keeping up with these changing policies amid administrative constraints, like under­resourced teams causing a lack of awareness. As a result, the city could get into legal hot water for violating these policies.

Privacy: Social media’s various mediums allow for anonymity as much as they can help identify individuals because they allow for rich content supported by videos and photos. For instance, Appendix L shows a post by the Social Media team attempting to show the goodwill created by one of Issaquah’s police officers, Dan Chaney. Unfortunately, by publicizing the event, some residents felt the government shouldn’t be “spinning” this instance and unintentionally created public cynicism, which hurt public trust. Despite the good will the team was attempting to create, their judgement was not in concert with the entire community. This an unavoidable aspect of social media where even the most innocuous of interactions can be viewed in a negative light.

Exposure: Not all people are on social media, like older folks, so there is significant population not being reached. Additionally, not everyone has access to the internet, like low­income people. Even if individuals have access to the internet, things like language or cultural differences create constraints for the Social Media team. For instance, non­english speakers will not be able to understand posts and those learning the language might not understand cultural subtext. Lastly, there may be Issaquah residents that interact on social media who are not concerned with government, which creates a population the team is unable to reach.

Antagonism: Social media can become a hotbed for public conflict. WIth such a complex web of stakeholders, moderating and controlling the conversation can be difficult. Particularly divisive issues or policies can turn any number of admins, elected officials, or publics against one another in an open forum. This can create legal problems if a certain number of elected officials joins the fray as it can constitute a public meeting. Antagonism can create long and deep political divides that ultimately undermine the government’s duty in providing effective and efficient services.

Policy Advantages of Social Engagement

Participatory: Prior to the dawn of social media, government interactions with the public were confined to news releases, newsletters, and public meetings. Public fora were the only way to gauge public feedback. These are a one direction communication tool and reach a generally older demographic. Social media allows the community to comment in an open way that also allows others and the government to comment. Instead of a one way “magic bullet” press release, social media creates a feedback loop and a living dialogue supported by numerous channels.

Quantifiable: Services like Tweetreach allow individuals and organizations the ability to determine the overall reach of a particular tweet, including how many share it with their followers through retweets and likes. Additionally, using a Bitly hyperlink to shorten a URL address has the added ability to show the number of

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clicks as well as some demographic information of the user by simpling adding a “+” to the end of any Bitly URL. For instance, the link bit.ly/1pmskxV directs one to an Issaquah event page, while the link bitly.com/1pmskxV+ shows demographic information. These metrics can help the Social Media team determine best practices for increasing engagement and can help hone strategies.

Transparent: One of the drivers of the cynical citizen is the openness of government or the lack thereof. By showing the daily operations of Issaquah’s government and urging community participation, the team cultivates public trust. Traditional community engagement relies heavily on news outlets for community alerts, while social media cuts out that middle man and allows the team to reach individuals, organizations, and communities. Additionally, Issaquah’s dedication to responsiveness helps support transparency by showing residents their local government is actively listening and is willing to help as soon as possible.

Efficient: One of the biggest benefits of social media is its cost efficiency. Despite being under resourced by a staff position, the Social Media team is still head and shoulders above their Puget Sound neighbors in terms of generating community participation and engagement as seen in Appendix B to I. The team is dynamic, capable of marketing, advertising, event promotion, strategic planning, curating Issaquah’s natural resource endowments, intergovernmental collaboration, community engagement, broadcast services, and social media consulting. With a staff ratio 10,000+ to three, with a little help, the department has a comparably low overhead. While the team spends $2­3k annually on sponsored posts and ads, the value it generates for the government in term of public trust and participation are much higher.

Legal Implications The class lecture by Marilynne Beard, Assistant City Manager of Kirkland and past WCMA President, underscored the major challenges with adopting social media: legal implications. By engaging the community more, risks of antagonism, violations of privacy, and things going viral for the wrong reasons are higher. These issues can lead to legal problems for elected officials or administrators. A 2014 twitter campaign by the NYPD exemplifies how even the best intentions can result in negative consequences and legal implications. The NYPD asked followers to tweet pictures of friendly cops, but people ended up inundating the campaign with pictures of police brutality. The site Storify creates a narrative by curating related tweets, and their service did the same for the NYPD’s campaign to their chagrin, here. Fortunately, the state of Washington and the Governor’s office created a guide, located here, for cities detailing social media best practices in 2010. While this guide needs to be updated regularly in order to be relevant, it is a good starting place for municipalities interested in increasing public engagement through social media. Rewards & Benefits

Effectiveness: A tweet can only be 140 characters, but it can involve video, text, and a hyperlink in one swoop. A Facebook post directed at specific communities,

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like the Issaquah Highlands, can initiate a conversation not feasible in a public forum. Other channels help sync and leverage other channels compounding their reach, like photos on Instagram or Flikr and videos on Vine or YouTube. Some topics necessitate significant deliberation and interaction, like Seattle mayor Ed Murray’s Housing Affordability and Livability Agenda. A single meeting can not encapsulate all stakeholder voices, so a virtual meeting place like Facebook is far more effective than simply holding a series of meetings.

Efficiency: The effort used to generate a press release can be distilled easily and cultivate greater public engagement by creating posts from it. The Social Media team is capable of reaching more stakeholders with the same content through simple posts. A Social Media team can also help departments and elected officials schedule and plan their interactions to make development of communications more efficient. Having a single channel for the public to interact with also helps regulate the dispersion of information in an efficient way. A tweet travels much faster than a press release, so emergency services are capable of alerting residents at the scene with photos or video.

Collaboration: While many see social media as a cacophonous sounding board, a commitment to networking online conversations encourages collaboration between stakeholders. By working with local businesses and organizations already on social media, a local government can unearth new supporters. A more networked and knit community should also help uncover hidden community concerns and needs not realized through traditional public engagement.

Participation: By working with the community virtually and increasing the amount of awareness of municipal activities, a local government should increase the amount of participation. The more people participate in government, the more trust is built so long as the citizens do not become cynical. For this reason it is important that local governments deliver a high level service quality before using social media to engage their citizens. Shining a light on service failures will reduce the amount of public trust as seen in the NYPD case.

Alternative Options Public engagement can be facilitated through a number of tried and true methods: news releases, tv interviews, radio alerts, flyers, newsletters, and email. Working through the media reaches a specific demographic that tends to be older and wealthy. These individuals still subscribe to the newspaper, a key generational difference, while younger folks consume news based on their interests. Instead of getting a survey of all the news their outlet thinks is important in a paper, they seek out specific topics, writers, and outlets online. While most young people also have a tv or access to a radio, they are not the demographic watching the nightly news or listening to news radio. Flyers, newsletters, and email blasts are also one way communications that do not encourage dialogue. As a result of these tactics, local governments falls short at reaching Millennials and Generation Xers. The divide between these generations and their parents will grow in respects to participation in local government if engagement is done as usual. While undertaking social media as another community engagement tool has

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its risks, ignoring two generations will have long­lasting negative impacts, like increased cynicism and less public participation. Outcomes & Impact Because Issaquah was an early adopter of engaging on social media and they made a commitment to sustaining engagement, they are better positioned to interact than any other municipality in the state. As a result, residents have greater trust in their government and are more apt to participate. Additionally, Issaquah was able to reach and promote their local businesses thus creating an incentive for other businesses to set up shop in Issaquah. Service like Pinterest and LinkedIn are helping the city grow its business community and recruit new employees to the city government.

Facebook: Appendix B shows that Issaquah reaches far more interested citizens than any other city in the region. Despite a fraction of the population of larger cities like Seattle and Tacoma, Issaquah’s regular interactions result in greater participation and a seemingly greater amount of trust with likes per population as a measure. Appendix M shows other opportunities the team could leverage.

Twitter: Appendix C shows Issaquah engages their followers much more than any other city and thus has more likes despite a smaller following than larger cities. This is also a good measure of trust and participation, because it shows the level of positive interactions compared to similar organizations. Appendix N shows other opportunities.

Instagram: Appendix D shows their success at generating followers by syncing their photos across other platforms, like Facebook and Twitter. Other small cities like Renton and New Castle have garnered similar success by syncing their content and have a similar amount of likes per resident. By combining channels, Issaquah is able to provide richer content that is more shareable, which engages more people and leads to greater trust. Appendix O shows other opportunities.

LinkedIn: Appendix E shows how local governments have embraced LinkedIn to recruit and fill staffing needs. Issaquah is in the middle of the pack compared to other cities. Yet, their relatively low 2.1 followers per employee suggests that more employees need to have thicker networks, like Tacoma where each employee has about 4.2 followers. Participating in networking events or attending conferences are good ways for a city to thicken their employees’ networks. Appendix P shows other opportunities.

YouTube: Appendix H shows something similar to the LinkedIn metrics that cities have embraced YouTube as an alternative to and supporter of broadcast news. Cities around the Sound use YouTube to air public meetings and house them for public viewing. Unlike broadcast news, YouTube tracks views and shares, making it much more quantifiable. Appendix Q shows other opportunities.

Pinterest: Appendix G shows Issaquah is alone amongst their peers. Issaquah’s natural beauty makes it a great wedding location, which the Social Media team leverages. Brides and wedding planners interact with Issaquah on Pinterest with photos, helping curate and share the city’s picturesque wedding venues. Appendix S shows other opportunities.

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Vine: Appendix F, like the Pinterest metrics, show Issaquah is almost alone in participating on this social media site. Vine allows users to share short videos on other social media channels, so Issaquah can tailor their content in reaching certain communities. Appendix T shows other opportunities.

Google+: Appendix I shows that this service lacks widespread adoption despite it being a service provided by Google. Bob indicated in an interview that the city uses Google+ to share content, but also uses it as a way to increase Search Engine Optimization (SEO). Having a higher SEO means Issaquah will be higher positioned in searches on Google, thus reaching folks that may not even use social media. Appendix R shows other opportunities.

Conclusion & Lessons Learned The drawbacks and legal implications of governments operating on social media are real, numerous, and evoke fear in City Managers and Administrators. This trepidation and hesitation is a generational phenomenon. When speaking to friends and classmates under 35 about the tradeoffs of social media and government, they are the first to see the potential hazards. However, they also realize their generation needs to be more involved in government or risk ineffective and/or inefficient government. Yet, the decision to engage on social media is being made by an older generation, so adoption of social media is slower.

Issaquah is a beacon for other cities to follow. Despite the disadvantages and pitfalls of social media, the team has operated for years without major incident. Their social media engagement strategies and tactics have increased public trust and participation in local government. The most valued stock of a government, public trust, takes time and effort to cultivate. Traditional engagement does very little to inspire this trust, like announcing a meeting or a policy intervention. Social media helps curate the natural beauty of a city, shows the human side of public service, networks government interactions, and allows citizens to voice their opinions through dialogue. By realizing the shift in the distribution and consumption of news and information early; being the planner and conduit for social media communications for administrative and elected; and taking a thoughtful and committed approach to customer service; Issaquah has successfully leveraged the power of social networking in inspiring public trust.

Under the management of Autumn and Bob the Social Media team can continue to build trust through their regular interactions on social media. An increase in budget should enable them and the city of Issaquah, elected and administrative, to further this interaction and cultivation of trust. An additional staff member would require a budget allocation, but would assuredly help the Social Media team implement some of the opportunities listed from Appendix M to T. At their current staff level, the team can sustain the status quo: responding to communications in five minutes or less, generating dozens of posts a week, and guiding Issaquah’s social media strategy. Issaquah’s demographics are not much different than that of its neighbors, so the results listed in Appendix B to I must be the result of the team’s current tactics and strategy. Supporting their effort by an increase in staffing should only help but to enhance their current efficiency and effectiveness at implementing public engagement and fostering public trust.

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Appendix A. Complete logic model of social media in Issaquah

B. Facebook comparison metrics

City of... Verified Likes 5 Stars Visits 2010 pop % Liked

Issaquah Yes 4,815 NA NA 30,434 15.8

Seattle No 756 2.6 56 608,660 0.1

Bellevue No 2,980 4 1,780 122,263 2.4

Tacoma No 6,069 NA NA 198,397 3.1

Renton No 6,981 NA NA 90,927 7.7

Mercer Island No 730 NA NA 22,699 3.2

Kent No 3,271 4.3 322 92,411 3.5

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Redmond No 2,354 5 2,884 54,144 4.3

Woodinville NA NA NA NA 10,938 NA

New Castle No 665 5 555 10,380 6.4

Kirkland No 372 NA 19 48,787 0.8

Portland No 1,262 4.6 1,205 583,776 0.2

C. Twitter comparison metrics

City of... Verified Follower Follows # tweet Likes 2010 pop % reached Tweets/Week

Issaquah Yes 4,424 948 8,603 3,192 30,434 14.5 25.3

Seattle No 65,300 1,520 3,253 145 60,8660 10.7 8.7

Bellevue No 6,276 16 2,296 51 122,263 5.1 6.1

Tacoma Yes 21,600 620 3,545 213 198,397 10.8 9.2

Renton No 3,759 329 9,830 139 90,927 4.1 28.9

Mercer Island No 872 3 77 0 22,699 3.8 0.2

Kent No 2,972 727 2,417 4 92,411 3.2 7.1

Redmond No 3,595 77 4,200 20 54,144 6.6 12.3

Woodinville No 400 6 30 0 10,938 3.7 0.1

New Castle No 547 5 357 0 10,380 5.3 1.1

Kirkland No 1,925 149 2,191 184 48,787 3.9 6.4

Portland No 9,506 4,161 54,300 9 58,3776 1.6 159.7

D. Instagram comparison metrics

City of... Followers Following Posts 2010 pop % Liked

Issaquah 2,194 365 1,474 30,434 7.2

Seattle 756 2.6 56 608,660 0.1

Bellevue 2,980 4 1,780 122,263 2.4

Tacoma 6,069 NA NA 198,397 3.1

Renton 6,981 NA NA 90,927 7.7

Mercer Island 730 NA NA 22,699 3.2

Kent 3,271 4.3 322 92,411 3.5

Redmond 2,354 5 2,884 54,144 4.3

Woodinville NA NA NA 10,938 NA

New Castle 665 5 555 10,380 6.4

Kirkland 372 NA 19 48,787 0.8

Portland 1,262 4.6 1,205 583,776 0.2

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E. LinkedIn comparison metrics

City of... # on LinkedIn Follows # of Emp. 2010 pop % Emp. Follow/Emp.

Issaquah 152 321 201 ­ 500 30,434 43.4 2.1

Seattle 5,790 18,309 10,001+ 608,660 57.9 3.2

Bellevue 901 2,068 1,001 ­ 5,000 122,263 30 2.3

Tacoma 869 3,654 1,001 ­ 5,000 198,397 29 4.2

Renton 311 751 501 ­ 1,000 90,927 41.5 2.4

Mercer Island 126 383 51 ­ 200 22,699 63 3

Kent 379 757 501 ­ 1,000 92,411 50.5 2

Redmond 383 1,235 501 ­ 1,000 54,144 51.1 3.2

Woodinville NA NA NA NA NA NA

New Castle NA NA NA NA NA NA

Kirkland 328 668 501 ­ 1,000 48,787 43.7 2

Portland 2,109 7,679 5,001 ­ 10,000 583,776 28.12 3.6

F. Vine comparison metrics

City of... Followers Following Posts Loops Likes

Issaquah 123 23 79 147,212 54

Seattle NA NA NA NA NA

Bellevue NA NA NA NA NA

Tacoma NA NA NA NA NA

Renton NA NA NA NA NA

Mercer Island NA NA NA NA NA

Kent NA NA NA NA NA

Redmond NA NA NA NA NA

Woodinville NA NA NA NA NA

New Castle NA NA NA NA NA

Kirkland NA NA NA NA NA

Portland NA NA NA NA NA

G. Pinterest comparison metrics

City of... Boards Pins Likes Followers Following

Issaquah 9 234 31 181 62

Seattle NA NA NA NA NA

Bellevue NA NA NA NA NA

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Tacoma NA NA NA NA NA

Renton NA NA NA NA NA

Mercer Island NA NA NA NA NA

Kent NA NA NA NA NA

Redmond NA NA NA NA NA

Woodinville NA NA NA NA NA

New Castle NA NA NA NA NA

Kirkland NA NA NA NA NA

Portland NA NA NA NA NA

H. YouTube comparison metrics

City of... Subscribers Views

Issaquah 329 311,155

Bellevue 254 133,158

Tacoma 295 95,352

Renton 45 23,369

Mercer Island 31 NA

Kirkland 179 48,598

Portland NA NA

Seattle NA NA

Kent NA NA

Redmond NA NA

Woodinville NA NA

New Castle NA NA

I. Google+ comparison metrics

City of... Followers Circles Views

Issaquah 91 48 112,366

Seattle NA NA NA

Bellevue NA NA NA

Tacoma NA NA NA

Renton NA NA NA

Mercer Island 5 0 15,797

Kent NA NA NA

Redmond NA NA NA

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Woodinville NA NA NA

New Castle NA NA NA

Kirkland 5 0 13,738

Portland NA NA NA

J. Seattle Mayor Ed Murray’s social media impact

Channels Likes/Follows Following Posts Likes Population % Reached

Facebook 720 608,660 0.72%

Twitter 15,800 907 3,499 1,079 608,660 2.6%

Instagram 854 70 169 608,660 0.14%

Flikr 22 6 608,660 0.003%

K. Seattle City Council President Tim Burgess’ social media impact

Channels Likes/Follows Following Posts Likes Population % Reached

Facebook 4,358 608,660 0.7%

Twitter 4,228 202 1048 17 608,660 0.7%

L. Privacy issue Facebook post

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M. Facebook options N. Twitter options

O. Instagram options P. LinkedIn options

Q. YouTube options R. Google+ options

S. Pinterest options T. Vine options

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