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Administrative Policy #2025-08 Communications Policy
Administrative Policy # 2025-08
Communications Policy
1.
Policy Statement
The Town of Digby is committed to consistent, clear, effective, timely, and transparent
communications. Effective communications are critical to the Town's work and contribute directly
to citizens' trust in their local government. This Policy is intended to guide open, honest, and
effective communication with the Town's residents, stakeholders, Council, and employees.
2.
Purpose
The purpose of this Policy is to ensure that communications with residents, stakeholders, Council,
and employees reflect the values of the Town, and is efficient, and responsive. This Policy
establishes the principles that will direct all communications and provides specific direction and
standards for a variety of communications related activities.
This Policy provides direction to Council and employees to ensure that the Town:
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Provides clear, accurate and timely information about its policies, programs, services, and
initiatives to the community.
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Uses a variety of communication methods to engage and provide access to local
government information in formats that respond to and accommodate the community's
diverse needs.
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Is visible, accessible, transparent, and accountable to citizens.
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Provides clear and timely messaging to Town residents in response to emergencies or
crises.
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Engages the public when establishing priorities, developing policies, and planning
programs and services.
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Provides timely, accurate and relevant information to staff and Council on key issues prior
to release to the public.
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Provides a brand that is clear, cohesive and concise, and ensures communications
regarding the official position of the Town on all issues reflect the majority vote of Council
or existing policy framework adopted by Council.
3.
Scope
This Policy applies to all internal and external communications of the Town of Digby and applies
to all Members of Council and employees.
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Administrative Policy #2025-08 Communications Policy
4.
Definitions
4.1 Authorized Person: An employee appointed by the Chief Administrative Officer (CAO) to
interact with media or represent the Town.
4.2 Corporate Communication(s): The variety of ways the Town, as a government body,
communicates with external and internal audiences.
4.3 Emergency: A situation that requires prompt action to limit damage to persons, property, or
the environment.
4.4 Inappropriate Communication: Means in-person, electronic, telephonic, written, or other
forms of communication that:
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a person knew or reasonably ought to have known would cause the subject of the
communication, the person receiving the communication, or both to feel humiliated
or intimidated.
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is discriminatory, threatening, violent, or defamatory
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is part of a pattern of communications that are frivolous, vexatious, or made with
malicious intent
4.5 Social Media: Websites and digital applications that enable users to create, share, and interact
with content online, or to participate in social networking.
4.6 Stakeholder: A resident, business, municipal neighbour, elected official, staff, upper tier level
of government, board, committee, authority, agency, association, and anyone with an interest
in municipal affairs.
5.
Values and Guiding Principals
In all communications, the values of the Town of Digby shall be embodied and reflected:
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Accessibility: Communications shall use plain language and a variety of methods to be
inclusive and responsive to the needs of target audiences.
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Diversity: Communications shall be correct, concise, accessible, gender neutral, and non-
discriminatory. Communications shall exclude words and images that connote
stereotypes, exclude any negative or passive language relating to physical appearances,
and exclude clichés, slang, and jargon. All communications shall reflect and promote
inclusion, diversity, equity, and accessibility.
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Accountability: Communications and engagement must always reflect that the Town of
Digby takes responsibility for its actions, words, goals, and objectives. When an error is
made, it must be corrected, with notice and taking responsibility for it.
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Listening: As an organization, including Council and staff, the Town will strive to listen to
the input from citizens to gain new information, view an issue from a unique perspective,
reduce conflict and build confidence and trust.
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Cordiality: As individuals, and as an organization, the Town's communications, systems,
and the execution of our work must be delivered with friendliness, kindness and
compassion.
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Administrative Policy #2025-08 Communications Policy
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Timeliness: In all matters, clarity and timeliness of communications shall be observed. The
Town must communicate with citizens as quickly as possible without compromising key
values. If an interaction requires seeking additional or detailed information and input, the
request should be acknowledged, and the expectations defined around the
communications.
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Transparency: The Town must communicate honestly and openly with stakeholders
whenever possible. This includes providing proactive disclosure of information when
appropriate.
6.
Brand Usage
6.1 Corporate communications shall make use of the Town's brand and brand standards as
appropriate and in accordance with the current or future brand(s) adopted by Council.
6.2 Candidates, candidate representatives, and third-party advertisers are not permitted to use
the Town's brand(s) including but not limited to the Seal of the Town of Digby or the Town's
marketing logo.
6.3 Usage of the Town's brand(s) outside of corporate communications shall be at the discretion
of the CAO.
7.
Freedom of Information and Protection of Property
In all communications, the Town, Members of Council, and employees are subject to the Municipal
Government Act, SNS 1998, c 18, Part XX.
8.
Respectful Communications Policy
8.1 Responding to Inappropriate Communication to employees:
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If employees believe they have received an inappropriate communication, they will
prepare an Incident Report detailing the incident. Employees will submit the incident
report to their manager or director. If, if the incident involves their manager or director,
the report shall be given directly to the CAO. If, if the incident involves the CAO, the report
shall be given to the mayor. Where the Incident is limited to written or electronic
communication, a copy of that written or electronic communication should be included
with the Incident Report.
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If, upon receipt and review of an Incident Report, the Manager, Director, or Mayor believes
the incident may have violated this Policy, they will notify the CAO (Council if it is the
mayor) and provide the CAO (or Council) with the Incident Report.
- When the CAO (or Council) receives an Incident Report, they will take such action
as they consider appropriate in the circumstances, considering the following
guidelines:
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Administrative Policy #2025-08 Communications Policy
o Whether the inappropriate communication concerned a matter for which
the author of the communication had a statutory right to be heard.
o The role of the individual to whom the Inappropriate Communication was
directed.
o Whether the inappropriate communication relates to comments and
feedback regarding a program, service, or initiative of the Town.
o Whether the inappropriate communication is violent, threatening,
defamatory of an individual, or discriminatory.
o Whether the inappropriate communication was a single or repeated act.
o Whether the person has acknowledged wrongdoing or apologized for the
inappropriate communication.
o whether the person had received previous warnings or actions from the
CAO, or Town Council regarding inappropriate communication; and
o any other relevant consideration.
8.2 The CAO (or the mayor and Council) may determine that the incident did not
constitute a violation of this Policy and take no further action.
8.3 The CAO (or the mayor and Council) may determine that the incident constituted a
violation of this Policy but decide that no further action is required in the circumstances.
8.4 The CAO (or the mayor and Council) may determine that the incident constituted a
violation of this Policy and take one or more of the following steps:
- Issue a written warning letter to the person who engaged in inappropriate
communication.
- Request that the person who engaged in inappropriate communication meet with
an employee.
- Impose limits on the way a person may communicate with employees, including.
- Limiting the person to communicating:
o in a particular manner (e.g. email only);
o at a particular time (e.g. telephone calls only one day per week, emails only
reviewed once per week).
o for a particular duration of time (e.g. a maximum time for telephone calls).
o with a particular person (e.g. requiring that all communications from the
person be directed to the Manager and advising other employees not to
respond; and
o any other action the CAO (or mayor and Council) considers appropriate in the
circumstances.
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Administrative Policy #2025-08 Communications Policy
o Instruct employees not to acknowledge, respond to, and/or publish future
communications from the person engaging in inappropriate communication.
8.5 Nothing in this policy shall prevent individual members of Council from engaging in open,
respectful communication with residents on matters of public concern, provided it is made clear
when the member is expressing a personal opinion as opposed to the official position of Council."
9. Communications Support Provided to the Mayor
In their capacity as the spokesperson for Council, Town staff may provide communications support to
the mayor, if required. Such assistance may include but is not limited to speaking notes for public
appearances or events, scripts or research notes for media interviews, and key messages for media
requests or emergency situations.
10. Communications from Members of Council
10.1 In all communications from Members of Council, including the use of social media, the following
shall be considered:
- Obligations under Council's Code of Conduct.
- Obligations under Freedom of Information and Protection of Privacy legislation.
- The accuracy of information provided.
- If the communication could bring about disrepute to or expose the Town to legal action.
- Whether the subject or position on a matter is enabled or prohibited by a law, or By-law or Policy
of the Town.
- Whether the communication reflects the values of the Town; and,
- Whether Council has taken a particular position, by way of a motion, on the topic.
10.2 Every member of Council shall display the reserve inherent in their position with the Town when
publicly expressing his/her personal opinions on matters of political controversy or on existing or
proposed municipal policy or administration. This policy is not intended to restrict the legitimate
public comment of spokespersons of Council, nor the public comment of Council Members on matters
of essentially a personal interest related to their position as a Council Member with the Town of Digby.
In cases where comments are made prior to an issue being discussed with the full Council, Councillors
or the Mayor are to ensure they clearly indicate they are speaking for themselves and not on behalf
of the Council. All members of Council should exercise caution when speaking publicly on issues not
yet before Council as not to compromise their objectivity prior to information being presented for
their consideration.
10.3 Accordingly, when a Member of Council is communicating as an individual, they may include the
following statement in written correspondence:
"The information contained in this correspondence reflects the views of an individual Member
of Council, and not those of Council as a whole or the Town of Digby."
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Administrative Policy #2025-08 Communications Policy
10.4 With respect to communicating the business of Committees of Council, the Members of Council
serving as Chair shall refer to and be bound by the policies of their respective Committee.
10.5 It shall be the responsibility of the Chair of a Committee to verify, if required, the accuracy of
information being communicated to Council with the CAO.
10.6 Following circulation of formal written correspondence, Members of Council shall provide a copy
of the correspondence to the CAO. This shall include copies of letters of support or commendation, or
responses to community issues, but exclude emails, social media posts, or routine correspondence
with constituents.
11. Media Inquiries Received by Members of Council
11.1 Councillors shall refer all media inquiries to the Mayor and CAO for direction and assistance.
11.2 The Mayor shall be the default spokesperson for all media inquiries regarding Council matters,
unless another Member of Council is designated to respond to a particular matter.
12. Corporate Communications
12.1 The Town shall maintain a website to provide the public with information regarding municipal
services, Council decisions, Council and Committee meeting schedules, minutes and agendas, By-laws,
Policies, activities, events, and ongoing government business.
12.2 The CAO shall be the official spokesperson for matters related to the administration of the Town.
All media inquiries shall be referred to them for direction.
12.3 If authorized by the CAO, an employee may serve as the designated spokesperson for matters
relating to their position, skills, and expertise.
13. Internal Communication
Open, two-way communication, between Council and Administration and among Chief Administrative
Officer, Department Director/Manager/Supervisors and Employees is vital to the effective operation
of the Town.
13.1 Council Member Inquiries
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Council Member inquiries, whether by phone, email, letter, or in person, must be addressed
promptly.
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Formal inquiries are managed by the Chief Administrative Officer.
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Where a response is provided to an inquiry that is expected to attract media attention or
become part of a Council or Committee agenda, the response shall be provided to all Members
of Council.
13.2 Managers/Supervisors & Employees
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Effective internal communication is a shared management responsibility, led by the Chief
Administrative Officer and senior staff with support from the Administrative Assistant.
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Department Directors, Managers and Supervisors must communicate with employees openly,
often and, wherever possible, before information is made public.
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Administrative Policy #2025-08 Communications Policy
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To inform and engage employees, a variety of formats can be used, as appropriate and as
resources permit, to reach all staff across the Town. This may include a mix of published
materials including but not limited to newsletters, notices, electronic bulletins, oral
presentations and staff meetings.
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The needs of all employees should be considered including outside workers who do not have
access to electronic information and employees who work remotely.
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To ensure consistency and effective use of Town communication channels and formats,
departments may consult with the Chief Administrative Officer for support and advice on
communication initiatives.
13.3 Mayor and Council:
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The Mayor is normally the Town's chief spokesperson, explaining policies, priorities and
decisions to the public, unless otherwise designated to another member of Council or the
Chief Administrative Officer.
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The Mayor is normally the chief spokesperson for decisions approved by Town Council unless
another Member of Council is designated.
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Committee Chairs are normally the chief spokesperson for matters dealt with under the
jurisdiction of the committee unless another Member of Council is designated.
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On occasion. Council may designate an individual Member of Council as spokesperson on a
particular issue.
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Once Council has rendered a decision, all members of Council have a duty to support that
decision whether they voted for or against the particular motion. They can express their views
when asked, however, it is incumbent upon them as a member of Council to support the
decision of the majority.
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In cases where a member of Council speaks with the media on a Town related issue, they
should notify the Chief Administrative Officer and other members of Council as soon as
practical. This notification will ensure that everyone is aware of the interview prior to it being
made public.
13.4 Administration:
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Chief Administrative Officer, Department Directors: The Chief Administrative Officer is the
primary administrative spokesperson. Department Directors are normally the spokespersons
for programs, services and initiatives they administer unless otherwise directed by the Chief
Administrative Officer.
13.5 Legal, Personnel and Election:
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Inquiries regarding pending litigation, or involving a significant exposure to litigation, or
personnel-related information should be directed to the Chief Administrative Officer or
designate. Inquiries regarding municipal election and campaign issues should be directed to
the Returning Officer.
13.6 Designated Spokesperson:
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Administrative Policy #2025-08 Communications Policy
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Chief Administrative Officer may designate departmental spokespersons to communicate
about policies, programs, services and initiatives they are familiar with and for which they
have responsibility.
13.7 Departmental staff:
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Staff may provide background information that is publicly available.
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Requests for interviews should be referred to the Chief Administrative Officer
14. Social Media Use by the Town of Digby, its Council Members and Employees
14.1 The Town of Digby, its Council members and employees shall be in compliance with the Town of
Digby's Social Media Policy as it may be amended from time to time.
14.2 The Town shall not provide administrative support to the individual social media accounts of
Members of Council or employees.
14.3 Only authorized persons shall post on the Town's primary social media.
14.4 All social media platforms and activities must be reflective of the Town's values and will
continually strive to protect the organization's credibility and meet the information needs of citizens.
14.5 The CAO, or their designate, shall be responsible for managing the primary social media channels
representing the Town of Digby as a corporation.
14.6 All social media content shall require approval by the CAO, or their designate, prior to publication.
14.7 The Town may establish standards and guidelines for commenting and engagement with its social
media content that include, but are not limited to:
- Responding to posts or comments.
- Moderating discussions.
- When posts or comments may be removed, such as instances of:
- Racist, hateful, sexist, homophobic, slanderous, insulting, or threatening language.
- Aggressive, coarse, violent, obscene, or pornographic content.
- Offensive or threatening comments directed at an individual or an organization.
- Content posted for the sake of advertising or self-promotion.
- Unintelligible, repetitive, or spam content.
- Post any comments in any way contrary to law.
14.8 Council members shall remain mindful of their obligations under the Code of Conduct for
Members of Council when sharing content on social media.
14.9 Employees shall remain mindful of their obligations under the Towns Respectful Workplace Policy
when sharing content on social media.
14.10 Media/ Social Media Relations
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The Media plays an important role in providing information to the public on matters of civic
interest.
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Media inquiries, whether by phone, email, letter, or in person, should be addressed promptly
to accommodate publication or broadcast deadlines, wherever possible, subject to the
policies and guidelines established by Town Council.
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Social Media requests for information, are to be directed through the Chief Administrative
Officer to knowledgeable staff designated as the spokesperson(s) by the Chief Administrative
Officer.
14.11 Guidelines for Departments:
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Respect the authority and responsibility of Town Council, whose Members are entitled to
learn about proposed policy initiatives or major new programs, services or initiatives before
information about them is released to the Media.
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Preparation of campaigns or strategies that require participation by the Mayor or Members of
Council, or when preparing a response to a Media inquiry that could have implications for the
Mayor or Members of Council are subject to the approval of the Chief Administrative Officer.
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Keep confidential information that is related to matters before the courts, legal actions or
under the jurisdiction of another authority.
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Incorporate mechanisms for receiving and acknowledging public inquires and feedback.
14.12 Links to Third Party Sites
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This type of link, which will generally open a new browser, is provided for the convenience of
the visitor. Inclusion of the link does not imply endorsement by the Town, and it accepts no
responsibility for the content found on any third-party website. Links are subject to the
approval of the Chief Administrative Officer and may be removed without notice at the
discretion of the Chief Administrative Officer. Factors affecting approval or removal may
include business case considerations, an assessment of the needs of the intended audience,
the relevance to the Town or appropriate department and technical or legal considerations
15. Emergency Communications
15.1 In times of emergency or crisis, the Town shall communicate any and all information that will
protect the health, safety, security, of residents and their property.
15.2 Communication decisions during a REMO activation shall be made by the Digby Regional
Emergency Management Organization (REMO)
15.3 Communications will take any form necessary to ensure residents receive accurate, timely, and
relevant information to prevent, mitigate, respond to, or recover from an emergency.
16. Consultations
16.1 Open and effective communication is the key to successful public consultations.
16.2 Departments must, subject to the approval of The Chief Administrative Officer:
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Inform citizens and stakeholders about opportunities to participate in public consultation
and citizen engagement processes (such as surveys, town hall meetings and committees).
This may be done through the Town's website, newsletters, letters of invitation, posted
notices, notices to the Media, advertising and other formats normally used.
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Clearly identify public information materials as being from the Town.
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Inform participants, in summary form, of the results of the public consultation and
outcomes. This may be done through the Town's website, reports to citizens, letters,
posted notices, notices to the Media, advertising, newsletter and other formats identified
in the Town of Digby's communications Strategy.
17. Copyright
The use of images in print and digital communications products, and their distribution to targeted
audiences, will comply with the Canadian Copyright Act. The Town will ensure that the ownership
rights associated with works subject to copyright are fully respected in the Town's communications
channels and products.
18. Reporting Violations
Members of Council and employees shall immediately report known or suspected violations of this
Policy to the CAO. All good faith allegations of violations of this policy will be confidentially investigated
by the Office of the CAO.
19. Roles and Responsibilities
The communications function is a shared role that requires the cooperation of many internal
stakeholders whose communications-related responsibilities are as follows:
19.1 Council will:
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ensure the Town has a current and comprehensive Policy for communications; and
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review and amend this Policy as required.
19.2 The Chief Administrative Officer:
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will implement this Policy and oversee effective communications of Town policy and
initiatives.
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will identify and propose revisions to this Policy; and
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may delegate their authority.
20. Policy Review
This policy will be reviewed every five years from the date of approval by Council. Council will be
provided with recommended updates, as required, based on changes in the corporate reporting
structure, changes in best practices or technological changes that need to be addressed in the Policy
framework.
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Administrative Policy #2025-08 Communications Policy
Clerk's Annotation for Official Policy Book
Date of Notice: October 14, 2025
Date of adoption: November 03, 2025
Policy effective date: November 04, 2025
I certify that this Communications Policy was adopted by Council as indicated above.
November 04, 2025
Clerk
Date