How we use social media

VicRoads uses social media to engage with our customers. We are active on Twitter, Facebook, YouTube and Pinterest.

Content

The VicRoads Twitter account (External link) is managed by the Digital Communications team, on behalf of the Communications & Stakeholder Engagement Department.

If you follow @VicRoads (External link) you can expect between fifteen to twenty five tweets a day, covering some or all of the following:

  • real-time road closures and traffic alerts via #VicTraffic (automated)
  • planned roads closures and events (some automation)
  • alerts about new content on VicRoads website such as latest news and videos
  • information on road projects; including start and end dates, surveys and online consultations
  • road safety messages or campaigns.

Tweets per day will increase during emergency situations such as fire or floods.

Following

If you follow @VicRoads (External link) we will not automatically follow you back. This is to discourage the use of direct messaging, avoid spam handling, and so you can identify other Twitter users that we think are relevant to our role. However, being followed by VicRoads does not mean that we endorse the comments or opinions of those users.

Availability

VicRoads updates the Twitter account during normal business hours. Tweets that you receive outside of these hours are automated. Twitter may occasionally be unavailable and we accept no responsibility for lack of service due to Twitter downtime.

Re-tweets

VicRoads is not responsible for any incorrect information contained in tweets that we re-tweet.

@Replies and Direct Messages

We welcome feedback and ideas from all our followers, and endeavour to join the conversation where possible. However, we are not able to reply individually to all the messages we receive via Twitter. Twitter is not the place to report dangerous road conditions or traffic light faults – please call 131170. If you require a response, general enquiries can be submitted via the online feedback form.

The Digital Communications team reads all @replies and direct messages and ensures that any emerging themes or helpful suggestions are passed on to the relevant people within VicRoads.

State Emergencies

In a State Emergency (for example, a natural disaster like bushfire or flooding), our social media channels will be used to distribute as much information to the public as possible. In times of crisis, it is common for the channels to be inundated with questions and concerns from the public and we may not be able to answer everyone in a timely fashion. Twitter should not be relied upon as a sole source of information in an emergency because other channels will also be used.

In the instance of a bushfire, fire alerts, advice and evacuation, visit the CFA website (External link)

For all other emergencies contact your local police station, call 000 or visit the Victoria Police website

VicRoads Newsroom

VicRoads News Room (External link) is the Twitter account used by our media team to provide the latest news updates.

The VicRoads Facebook page is managed by the VicRoads Marketing team. We encourage discussions made by the online community, however customer service enquiries are best channelled to our  Feedback form or by calling 13 11 71 

Our Facebook page shares information, activities and promotions with our community. Comments on this page will be responded to between 8:30 am and 5:00 pm Monday – Friday and we will do our best to get back to you within 48 hours. The page should not be used to post urgent enquiries or to make a complaint about VicRoads or one of its staff members. 

If you ‘like’ the VicRoads page you can expect a post a day, covering some or all of the following:

  • Road safety messages
  • Registration and Licensing key facts and updates
  • Community news stories
  • Promotion of campaigns and events
  • Information on road projects; including start and end dates, survey and online consultations.
Posts are made on a daily basis, including weekends. VicRoads updates the Facebook page during normal business hours (as mentioned above). Posts that you receive outside of these hours are automated. 

Shares

VicRoads is not responsible for any incorrect information contained in posts that we share.

Guidelines and terms of use for the page are detailed in the About section (External link)

VicRoads YouTube Channel (External link) allows you to view videos about road safety, registration & licensing, road projects, and what we are doing in the community. Videos that describe Victorian road rules and common VicRoads transactions are provided in a range of languages.

 

VicRoads Custom Plates  is on YouTube to share new product information and stories from custom plate owners. Subscribe to the channel to keep up with the latest news about plate designs and combinations.

VicRoads social media activities aim to:

  • listen to what customers are saying
  • participate in networks where we can make a positive contribution
  • create new opportunities for meaningful exchange with customers.

Information is included in the sections below about how we use Twitter, Facebook, YouTube and Pinterest.

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