Participation Spotler Engage

Municipality of Coevorden

Webcare Sportler for maintaining contact with residents via social media. Publish Spotler for planning and publishing messages on the channels LinkedIn, Instagram and Facebook in an orderly manner. Media Monitor Spotler for creating environment analyses in an accessible and clear way.

Last change on 22nd of December 2025, at 9:16 (CET) | Publication Standard 1.0

• Publication category: Other algorithms
• Impact assessment: Field not filled in.
• Status: In use

General information

Theme

Organisation and business operations

Begin date

12-2025

Contact information

[e-mail]

Link to publication website

https://coevorden.nl

Link to source registration

https://horizon.obiwan.com/

Responsible use

Goal and impact

Webcare (Spotler)

The first objective is to maintain contact with residents via social media. KCC staff can pick up and answer conversations with residents via Facebook Messenger and WhatsApp. This contributes to low-threshold and accessible services.

Publishing (Spotler)

The second objective is to plan and publish messages on the channels LinkedIn, Instagram and Facebook in an orderly manner. This supports municipal communication towards residents and other target groups.

The impact on stakeholders is low. There is no automated decision-making.

Media Monitor (Spotler)

The third goal is to be able to make environment analyses in an accessible and clear way. This allows us to produce reports for the triangle during crises, summarising the sentiment of residents and media. The environment analysis contributes to the communication plan of the municipality and all parties working in the crisis organisation.

Considerations

The webcare module allows residents to share privacy-sensitive information in their messages. This information is used exclusively for answering questions or dealing with reports and is processed by authorised employees.

A social media planner (publishing module) supports the municipality in using social media efficiently and consistently. Posts can be planned in advance and managed centrally, saving time. It also facilitates cooperation between departments via clear roles and rights.

By monitoring social media in the Media Monitor, the municipality gains insight into how people think and act, without having to question residents directly. On social media, people share their opinions and complaints. It provides valuable information to better tailor communication and policies to the public's needs.

Human intervention

The answers given in the webcare module are answered daily by KCC staff. The publishing module with social media posts is also viewed and entered daily by communications.

Risk management

Ai-helper

An AI helper can be used within the publication module. This AI only processes documents and texts made available by the municipality of Coevorden itself.

The generated texts are intended for public communication and are always checked by employees before publication. As a result, the risk of incorrect or unwanted use is very low.

For the media monitor, Spotler only retrieves public data published by residents and media on Facebook.

User rights

Through central account management, user rights and archiving, a publishing module contributes to secure, transparent and strategic municipal communication.

Legal basis

General Data Protection Regulation (AVG), Article 6(1)(e) (public interest task)

Electronic Administrative Modernisation Act (Wmebv)

Participation Act (insofar as applicable to questions and contact within the social domain)

Operations

Data

Publicly accessible data from the following platforms:

- Facebook

- Instagram

- Linkedin

Direct messages provided by residents themselves via:

- Facebook Messenger

- Instagram Direct

- WhatsApp

This data is used for webcare and communication purposes only.

Technical design

Spotler Engage uses official API links from social media platforms to receive, manage and publish messages.

Through these APIs:

- Public posts and comments retrieved;

- Directly receive messages via channels such as Facebook Messenger and WhatsApp;

- Social media messages published and scheduled on channels such as Facebook, Instagram and LinkedIn.

Within Spotler Engage, messages are offered centrally in a working environment for KCC and communications staff. The tool supports replying, forwarding and managing messages, but does not make autonomous decisions.

Any AI support within Spotler Engage is limited to supporting text formulation. The AI only processes publicly available content provided by the municipality. All output is checked by employees before use or publication.