Pages of central and local governments on social media are among the most convenient ways for citizens to communicate with authorities. At the same time, they provide an opportunity for authorities to hear citizens' opinions in real time. The Transparent Cities program has prepared practical tips for city councils to help them avoid blocking users and instead engage effectively with comments on social media, turning negativity into opportunities for the city's growth and development.

Often, users share their complaints, experiences, and suggestions in comments or private messages. For this dialogue to be productive and beneficial for both sides, it is essential that the authorities remain open to appeals and that everyone follows a constructive form of communication.

First, if a city council decides to establish moderation rules for its social media, it is important to communicate this publicly. It is best to clearly state the criteria for removing certain comments or restricting the commenting rights of specific users. Write down these points in a separate post, pin it at the top of the page, or add it to the “favorites” section and/or the page description.

Second, don't rush to block users or delete comments. Instead, try to address them systematically and constructively.

Here are some tips for dealing with negativity in the comments:

• Try to determine the type of negativity. If it’s constructive, proceed to solve the problem. If it’s irrational, steer the conversation toward facts and arguments.
• If the message or comment contains rude language or personal offenses, try to move the conversation to a private message. Understand the root of the negativity and offer additional assistance, leveraging your authority.
• If negative comments are related to a topic outside your area of responsibility, politely suggest an alternative solution or guide the user to the appropriate specialists who can address the issue.
• When a conflict arises, follow a crisis resolution plan: acknowledge the problem, demonstrate empathy towards subscribers' emotions, take responsibility for the situation, and then take proactive steps to resolve it.
• If an error is pointed out in a post or document, address it with responsibility and honesty. Acknowledge the mistake, correct it, and thank users for their vigilance. It is the response, not the negative comments, that determines the quality of interaction.
• Try to bring the dialogue to a close once you feel there is mutual understanding — when both sides have been heard.
• If a debate arises in the comments that seems constructive and free of offense, allow the discussion to continue. Monitor comments, as they may offer valuable insights to help improve processes or solve issues.
•   When you receive positive feedback, encourage and continue the conversation to build on the momentum. Comment threads are vital for fostering a meaningful dialogue with the audience. Ultimately, encouraging words uplift everyone involved in the work of the city council.

However, manifestations of hate speech, Kremlin propaganda, calls for the overthrow of the government, and similar content require a different approach. In these cases, the same review principles can be applied as for electronic petitions. According to the Law of Ukraine “On Citizens' Appeals,” petitions must not contain calls to overthrow the constitutional order, violate the territorial integrity of Ukraine, promote war, violence, or cruelty, incite interethnic, racial, or religious hatred, encourage terrorist acts, or infringe upon human rights and freedoms.

Always justify your position, refer to policies or decisions, and reserve the right to restrict such communication on your media platforms. This approach will help to prevent conflicts and ensure productive dialogue.

Transparent Cities supports city councils in their efforts to conduct fruitful and constructive dialogues with citizens, interact, report, discuss challenges, and find complex solutions to difficult issues. In the conditions of the big war and exhaustion, it can be difficult to maintain maturity in communication, but our team believes in the ability of local authorities to find unique formulas and balance.