Digital Services

Social Media

Social Media Policy

Social media refers to a variety of online internet applications that enable users to create their own content and interact with other users. Examples of social media providers are Facebook, Instagram and Twitter.

We are a user of Facebook, Twitter and Instagram and interact with other users by:

  • creating a public profile which includes information on our current activities;
  • sharing our photos, videos and posts;
  • sharing links to content you are interested in which has been produced by third-parties (such as sharing a news article);
  • connecting you with our news and situation updates as it happens
  • connecting you to what people are saying, doing and thinking in our County
  • We also employ a social media management system (Sprout Social) in order to co-ordinate and support the management


1. Why do we collect and keep your personal information?

The information used by the social media management system is collected natively from Facebook, Twitter and Instagram and provided in a centralised location within the management system.

See individual privacy policies as to how data is dealt with from each of the native apps

Facebook Privacy Policy 

Twitter Privacy Policy 

Instagram Privacy Policy 


The social media management platform collects and processes personal information for the following:

  • Collection of data from the customer: The personal data processed concerns individuals who interact with connected social media accounts
  • Social media profile information e.g. profile picture, geographic location, social media handle, username
  • Profiling for analytical purposes e.g. Interaction with our social media platforms, sentiment scores, type of device used, follower counts to improve the quality and relevance of our service for our users.
  • Collection of customer contact information in order to provide customer support: email address, postcode, general location

Sprout Social  

This allows us to streamline the way customers can interact with the council in order to provide  responses in an accessible and timely manner and provide a joined up approach across all of our corporate social media platforms to ensure customers receive a cohesive digital interaction.


2. How Information from our social media sites is used

Native social media channels

If you post on our social media pages or send us a private or direct message via social media, we will assume you give permission for us to respond.

Messages posted on our social media pages are publicly available. We may use messages posted on our social media pages to better understand our audiences. If we seek to use attributable quotes from people using our social media pages, we will always seek their permission first.

We will respond to publicly available social media posts relevant to our services/functions and/or associated issues where appropriate and within the permissions of the social media providers.

We do not interact with third-party applications. We do not micro target ie: track your browsing habits, likes and social interactions across our social media pages in order to build up a profile about you. We are not responsible for micro targeting by social media providers and third parties operating on social media.

You must take your own precautions to protect your personal data whilst using social media. We have no control and/or responsibility over the processing of your personal data by social media providers. When signing-up for and using social media, you should carefully consider the personal data you share on social media and with social media providers as well as reviewing the privacy policy, the terms of use of that social media service and information provided about cookies. In particular, the privacy policy and cookies information available on the service should inform you how that social media service is using your personal data and for what purpose(s).

Social media management system

Sprout Social (Sprout) provides a single platform for our social media publishing, analytics, and engagement. Sprout may collect information about you from your social media interactions with us, such as your social media handle, username, profile, postings, and messages you exchange with us.

How we keep your data secure in other countries - Sprout has appointed AWS Data Centres to sub-process our data, strictly in accordance with our written instructions. Sprout is certified under the US Department of Commerce’s EU-US Privacy Shield scheme.

We have a contractual arrangement in place with Sprout, based on the applicable European Commission-approved Standard Contractual Clauses and rely on other available data transfer mechanisms such as certification under the US Department of Commerce’s EU-US Privacy Shield scheme to protect the personal data transferred.


3. How long do we keep hold of your information?

Sprout Social's data retention period is outlined in their Data Retention Policy and, in accordance with GDPR


4. Access to my personal information?

You can find out if we hold any personal information by making a subject access request under the General Data Protection Act Regulations 2018. To make a request for any personal information we may hold you need to put your request in writing addressing it to:

Access to Records Team

Pembrokeshire County Council

County Hall


SA61 1TP


5. Your Rights.

Under the General Data Protection Regulations 2018, you have rights as an individual which you can exercise in relation to the information we hold about you, not all rights will apply it will depend on the legal basis for processing your data.

  • The right to be Informed – Individuals have the right to be informed about the collection and use of their personal data. This is a key transparency requirement under the GDPR
  • The right of Access – you are entitled to request access to and a copy of, information we hold about you
  • The right to Rectification – you have the right to ask to have your information corrected.
  • The right to Erasure  – this is not an absolute right and will depend on the reason for processing your personal information
  • The right to Data Portability – This only applies to data processing that is carried out by automated means
  • The right to Restrict processing may apply – you may request that we stop processing your personal data however, this may delay or prevent us delivering a service to you.  We will seek to comply with your request but may be required to hold or process information to comply with our legal duties.
  • The right to Object – this is not an absolute right and will depend on the reason for processing your personal information.

6. Complaints or Queries.

Pembrokeshire County Council endeavours to meet the highest standards when collecting and using personal information.  For this reason, we take any complaints we receive about this seriously.  We encourage people to bring to our attention if they believe that our collection or use of information is unfair, misleading or inappropriate. 

This privacy notice does not provide exhaustive detail of all aspects of our collection and use of personal information.  However we are happy to provide any additional information or explanation needed.  Any requests for this should be sent to the address below:

Data Protection

Pembrokeshire County Council

County Hall


SA61 1TP



Telephone: 01437 764551


If you want to make a complaint about the way we have processed your personal information, you can contact the Information Commissioner’s Office as the statutory body which oversees data protection law:


Information Commissioner’s Office

Wycliffe House

Water Lane



Email      Telephone No: 0303 123 1113


7. Changes to this privacy notice.

We keep our privacy notice under regular review.

ID: 8052, revised 10/08/2021