Why Bitching on Social Media About Your Community Does Absolutely Nothing to Solve the Problem.

By Lorri Matthewson MBA in CED, Owner and Lead Consultant

Whole social media pages are devoted to complaining. And everyone watches while a thread goes off the rails about a rumor they heard, a pothole that never gets fixed, and the extraordinary amounts the community pays their staff. (I’ve seen what they have to put up with, whatever they are being paid, it is not enough).

It might feel like you are doing something when you start writing it up for social media, but just so you know:

Bitching on social media might feel like engagement, but it is not.

And worse? It actually causes your community harm.

If you care about where you live, it is worth understanding why.

1. It spreads misinformation faster than staff can correct it.

Most municipal issues are governed by legislation, budgets and policies—not your upset feels. Social media is all about the feels.

One wrong assumption in a comment can turn into:

·         The town doesn’t care

·         Council is corrupt

·         Staff are lazy

·         They should just fix it

No facts there, just an opinion, often formed in absence of correct information, but treated like it is the truth from the readers. Once that happens, people stop trusting their Council, and the staff. I always wonder how people you grew up with, work with and live with become the enemy because they made the choice to show up for your municipality. If you do suspect real corruption, (it happens) that is a topic for a whole different article.

2. It discourages good people from running for Council or working for the Town.

Imagine, you are doing the best work you can and then log in to see your former friends and neighbors dragging your name through the mud by people who never once contacted the office. That kind of public hostility:

·         Burns out staff

·         Discourages volunteers

·         Scares off many that would otherwise run for Council

·         Makes good Councillors quit

·         Hurts people

And no, that is not an acceptable occupational hazard. If you have a problem with something to do with the Council or the Administration, slandering someone online is not the approach you want to take.

3. It creates a culture of bitching instead of problem solving.

When the loudest voices are the angriest ones, people start believing that complaining is participation. It is not.

It can become a community based on negativity, and those communities are less collaborative, less trusting, less willing to volunteer. It hurts everyone in the community, including the complainers.

4. Municipal staff have policies and procedures that do not allow them to act based on social media posts.

Municipal staff do not track these posts, and they are not allowed to use them as formal complaints. So, while people are getting all fired up online, the actual issue sits untouched because no one reported the issue through the proper channel. The pothole doesn’t get filled faster because 47 people said “you go girl” and another 98 people said “unacceptable.”

5.It makes your town look bad.

People from outside your community see those threads too. Never-ending complaints affect business attraction, tourism, real estate sales, and community pride.

A town’s online culture becomes part of its reputation.  One of the reasons we chose the community we live in is that kind of thing seldom happens, and when it does, they are gently corrected by someone else in the community on the better way to handle the complaint. I followed their socials for a year or more while we were deciding where we wanted to live. We noticed, and we brought a business, bought a house and created a job for someone besides me. What you post matters.

1. Report the problem to the municipal office in whatever format is required.

People will bitch, but they won’t sign a complaint. They will, however, post it online under “anonymous” to get the party started. If you are confident enough to complain publicly you should be confident enough to attach your name to an actual complaint. Social media posts don’t get logged, don’t get investigated, and don’t get fixed. If you want results, use the real process. Otherwise, you are just venting into the void.

2. Ask questions before assuming you know everything.  

Don’t assume you have all the information, no matter who you heard it from. Rumors spread fast in a small town. Faster than the facts. Faster than the staff can possibly respond, assuming they even read it.

3.Council meetings are public. If you want to know how it works, you should go.

Just listening teaches you more about how your town works than socials do. Most people in a community have never attended a Council meeting and assume it works like any other volunteer committee. It most certainly does not. Your Council is a government and has rules up the wazoo.

4.Participate in surveys, consultations and planning sessions.

Councils use those tools to help inform their decision making. Complaining about the decisions when you excluded yourself from the decision-making process only results in frustration for you.

5.Fixing a problem for you or your group can cause a host of problems for someone else, or another group.

In a small population, every decision Council makes affects more than one person. When someone demands a quick fix, they don’t realize that solving their problem may create a lot of other problems for someone else. Municipal decisions don’t happen in a vacuum and if a staff changes a policy, adjusts a service, or makes an exception for one, it can, and has caused a ripple effect in ways that simply doesn’t occur to the complainer in the moment. The loudest person on social media isn’t the only person that the municipality must consider.  Municipal leadership must consider what is fair, consistent, fundable and legislated. They cannot and do not consider what they read on social media.

6. Resources are limited. Sometimes the choices are very tough.

Municipalities prioritize based on community need, determined by asset management, fiduciary responsibility, their budget, surveys and focus groups, and the information the Council gets from its rate payers through the complaint process and through the staff. That is why the proper complaint process—with names attached is so important. When someone signs their name, staff can verify the issue, understand the context, assess the broader impact, check for unintended consequences, and make a fair decision based on policy, or if need be, Council direction.

Posting it on social media skips all of that and demands instant action. Nobody wants to live in a community with a Council that pays any attention to that, because that is how bad decisions get made.

Why Complaining About Town Staff to Council Doesn’t Actually Fix the Problem

Every municipality—no matter its size—runs on a simple structure: Council sets the direction, and administration carries it out. When those roles stay clear, the community gets steady, reliable service. But when the lines blur, things get messy fast.

Here’s a situation that happens in almost every town.

A resident walks into the municipal office feeling frustrated. Maybe a bylaw ticket felt unfair. Maybe a service took longer than expected. Maybe a conversation with a staff member didn’t go well. Instead of speaking with the CAO or the staff member’s supervisor, the resident goes straight to a councillor. It makes sense on the surface—councillors are elected, visible, and easy to approach. Many people assume Council oversees every detail of municipal operations.

But here’s the part most people don’t realize: taking staff complaints to Council doesn’t fix the issue. In fact, it often makes things harder to resolve.

Council’s job is to set policy, not manage employees. Council decides what services the municipality provides, what the budget priorities are, and what policies guide the organization. But Council does not supervise staff. That responsibility belongs to the CAO, who is the only employee Council directly oversees. When residents ask Council to step into staff matters, they’re asking elected officials to take on a role they’re not meant to play. That leads to confusion, mixed messages, and even legal problems.

Staff also deserve a workplace free from political pressure. Imagine trying to do your job knowing that any interaction with the public might end up in front of elected officials. That’s not fair to staff, and it doesn’t help the community. When complaints go directly to Council, staff feel undermined, the CAO’s authority is weakened, and decisions can start to look political instead of professional. Municipalities function best when staff can do their work without worrying about political influence.

Municipal government is built on a clear structure: Council governs, the CAO manages, and staff deliver services. Staff need to make decisions based on bylaws, policy, safety, and professional standards—not on who complained to a councillor. When councillors start directing staff or weighing in on HR matters, staff may feel pressured to treat residents differently depending on who they know, change decisions to avoid upsetting elected officials, or worry that their job depends on politics rather than performance. That’s political interference, and it shifts with every election. When Council manages staff, decisions can become tied to personal relationships or political considerations, which is not a stable or ethical way to run a community.

There’s also a legal reality many people don’t know.  In Manitoba, Council has only one employee—the CAO. Everyone else reports to the CAO, not to Council. If councillors start telling staff what to do, approving or denying leaves, disciplining employees, interpreting HR policies, or investigating staff complaints, they are acting outside their legal role. That’s political interference because elected officials are inserting themselves into operational decisions, they have no authority to make.

Here’s the heart of it: bringing staff complaints to Council doesn’t solve the problem. It creates new ones. Council isn’t allowed to manage staff. Staff deserve a workplace free from politics. And the CAO is the person with the authority and responsibility to address staff concerns properly.

If something goes wrong, the CAO is the right person to contact. They can investigate the issue, follow the proper process, and make sure it’s handled fairly. A well‑run municipality depends on clear roles, respectful communication, and a structure that protects both staff and residents. When we follow that structure, the community gets better service and a more stable local government.

Why Every Municipality Needs an Up-to-Date Accessibility Plan

Accessibility isn't just about ramps and automatic doors—it's about ensuring that everyone in the community can fully participate in public life. For municipalities, having an up-to-date accessibility plan is more than a legal requirement—it's a smart, inclusive, and community-building move.

What Is an Accessibility Plan?

An accessibility plan is a document that outlines how a municipality will identify, remove, and prevent barriers for people with disabilities. These barriers can be physical, technological, or even attitudinal in nature. The plan covers everything from public buildings and sidewalks to websites and customer service.

Why Does It Matter?

It Benefits Everyone

Accessibility isn't just for people with long-term disabilities—it makes life easier for many people in the community. Older adults benefit from features such as clear signs, smooth sidewalks, and easy-to-use public washrooms. Parents pushing strollers appreciate ramps and automatic doors. People recovering from an injury or surgery may need temporary support, such as handrails or elevators. Even delivery drivers, service workers, and tourists find accessible spaces more convenient and safer to navigate. When public spaces are designed with everyone in mind, the whole community becomes more welcoming, inclusive, and functional.

When a community is accessible, it becomes easier for everyone to move around, use services, and feel welcome. That’s good for public health, safety, and overall quality of life.

It Builds Trust and Inclusion

When a municipality invests in accessibility, it sends a powerful message: we care about all our residents. This builds trust between the local government and the community. People are more likely to attend public meetings, volunteer, and participate in local events when they feel included and valued.

Inclusion also means listening to people with lived experience. Involving residents with disabilities in planning and decision-making helps ensure that changes are meaningful and effective. It’s not just about meeting standards—it’s about building relationships.

It’s the Law

In Manitoba, municipalities are legally required to have accessibility plans under The Accessibility for Manitobans Act. These plans must be reviewed and updated regularly to stay compliant.

In Saskatchewan, municipalities that are listed in Table 1, Section 3 of The Accessible Saskatchewan Act are required by law to have an accessibility plan in place by December 3, 2025.

It Supports Economic Development

Accessible communities are good for business. Tourists with mobility challenges will choose destinations where they can move around easily. Families and retirees may decide to settle in towns that offer inclusive public spaces and services.

Businesses also benefit when more people can access their storefronts, restaurants, and offices. Accessibility improvements—like better lighting, wider doorways, and clear signage—can increase foot traffic and customer satisfaction.

Municipalities that prioritize accessibility are more attractive to investors, developers, and new residents. It’s a smart way to grow your local economy.

It Helps with Planning and Budgeting

An up-to-date accessibility plan acts like a roadmap. It helps municipalities identify which barriers need to be addressed first, estimate costs, and set realistic timelines. This makes it easier to apply for grants, coordinate with departments, and avoid last-minute fixes.

Instead of reacting to complaints or emergencies, municipalities can plan and make steady progress. This saves money in the long run and ensures that improvements are thoughtful and sustainable.

Final Thoughts

Accessibility isn’t something a municipality can check off a list and forget. It’s a continuous process of listening, learning, and improving. Communities change, technologies evolve, and residents’ needs shift over time. That’s why keeping your accessibility plan up to date is so important—it ensures your municipality stays responsive and relevant.

By maintaining and updating your plan, your municipality shows:

• Leadership: You’re setting an example for other communities by prioritizing inclusion and equity.

• Compassion: You recognize and value the diverse needs of your residents, including those who are often overlooked.

• Foresight: You’re planning for a future where everyone can participate fully in community life, regardless of ability.

An up-to-date accessibility plan is more than a document—it’s a reflection of your municipality’s values. It’s about creating a place where people feel safe, respected, and empowered. When accessibility is woven into the fabric of your community, everyone benefits.