Municipal Facebook Pages - Westerville as Great Example

When I searched Facebook Pages created by and/or for Ohio cities, the most impressive Page I found was the City of Westerville.

Why is it so impressive?
Its engaging. The tone of the posts made by the City are friendly and welcoming (that is - they do not read like press releases). They read like a real person posted them, someone you'd like to chat with. Turns out, the primary admin of the City of Westerville Facebook Page is Christa Dickey, the City's Community Affairs Administrator (that is, she does PR). Yet she does not talk in PR speak on the Facebook Page. How can this be? Because she's smart. Her primary job is not social media but she did some research, used her PR savviness and came to the conclusion that a successful Facebook Page will engage current, past and potential residents.  Christa's posts are informative about the community itself, not just the city. This is important - she does not only post about trash pickup or city council meetings.

Why is the Page so active?
According to Christa its successful because the community of Westerville is engaged and active. Of course, that's her job to talk about how engaged and great the community is! From the outsider's viewpoint I'd say, yes, the community is active but its certainly easier to be engaged when the City asks your opinion, cares what you say and responds to you.

How do we know the Page is engaging?
Scroll through the City of Westerville Facebook Page and you will rarely find a post that does not have some thumbs up and or comments. All those replies are not made by the same 3 people. And, Christa replies when appropriate to posts by the Page's Fans.

What about negative posts?
Biggest concern I hear from government representatives regarding Facebook Pages is "What if we get a negative post???" According to Christa, the City of Westerville has had two negative posts. That's it? Yep.  One said Westerville has too many parks (oh, what a terrible problem) and the other was about the City's recycling program. She considers serious complaints posted to their FB Page an opportunity for customer service. She responded to both, engaged both individuals. She understands she will not win every battle and she is ok with that.

Christa's advice to municipalities setting up FB Pages:
Get the support of the city's management. The more they understand, the more supportive they will be.

Know of a municipality doing a great job with FB Pages? Please share! Would love to see it.