Client Teaching Chapter 8 Carolyne Richardson-Phillips, MS, RN PNU 145 Fall 2015 Pages 105 -113.
Carolyne Mitchell - Digital citizens: Lessons from a local authority - #CommEng13
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South Lanarkshire Council gets social Using social media for engagement
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South Lanarkshire Council’s Information Officer, Carolyne Mitchell, will be sharing her experience of using social media and digital tools to remain responsive to the needs of local people. Carolyne will be exploring the various channels the local authority employ and some of the real challenges involved. All the slides from #CommEng13: http://engagingcommunitiesscotland.wordpress.com/2013/10/08/all-the-slides-from-commeng13/
Transcript of Carolyne Mitchell - Digital citizens: Lessons from a local authority - #CommEng13
South Lanarkshire Council gets social
Using social media for engagement
Who I am
Social media lead for SLC Also do web and comms Specialise in social media use in
emergencies Sit on various emergency planning
groups as a social media advisor Social media slave
Life before Google
Internet revolution
Corporate Comms can’t be everywhere at once
Organisation shouldn’t be everywhere
Go where people are But only if they want you there
SLC socmed timeline
YouTube channel started June 2008 Opened @SouthLanCouncil March
2010 Opened @SLCRoads August 2010 Opened Banqueting Facebook page
July 2012
Our biggest community
The day that changed it all
Website down Snow falling Twitter only option Word spread virally 400% increase in followers in one
week Blueprint for process created
Two weeks later
Why social media matters
Social media part of everyday life Public expect us to monitor it Public expect us to use it Public expect us to engage Social & Digital Media Revolution St
ats 2013
Improving broadcast information
Weather forecast
Tailored for South Lanarkshire Accurate/detailed Used to plan gritting/ploughing
actions Forecast valuable to public Gritting action valuable to public Together - invaluable to public
Forecast on the web
Meteo, Roads & web team work on presentation of information
Forecast on the web
Extensive weather information on SLC website
Socialising the forecast
RSS feed used to tweet gritting action automatically on @SLCRoads and @SouthLanCouncil
Socialising the forecast
Gritting action is switched off in May Plan to continue with rain forecast
and flooding action in 2014
The social media good
It’s free People can engage with you directly People can alert you quickly Real time information with context
The social media good
Tweet asking about tailback in Rutherglen
No roadworks Tweeted link to moby film of lights
out of sync Passed to roads engineer Fixed the same day
The social media bad
It’s free People can engage with you directly People can alert you quickly Real time misinformation without
context
BUT
The bad can be turned around to good by engaging
This is much easier on social media than traditional media
The social media bad made good
Bad language warning. Those of a delicate disposition should cover their ears and look away now!
Meet Skelpt Arse
Our telling off
Our response
Retrospective road opening BT say they started at 10.15am Skelpt Arse tweets start at 8am Tweets and website taken as
evidence BT issued a fine Direct message to Skelpt Arse to
explain
All’s well that ends well
Skelpt Arse aka Claire is now on our list of website testers
The social media ugly
Learn early when to engage, when to monitor and when to ignore
Sometimes a situation can be made worse when entering the conversation
When is a rant a request for service When is a rant a complaint
Fragmented communities
New Roots:
Neilsland and
Earnock Heritage
Group
New Roots
Facebook Group Set up by countryside ranger Apply to join Physical group already existed Self-regulating Comms officer also a member
Fragmented communities
Almada Suite conferencing and banqueting
Almada Suite
Facebook business page Set up by Corporate Comms Maintained by facilities officer Comms officer also an admin
Fragmented communities
Get Active Lanarkshire
Get Active Lanarkshire
Website, Twitter account, Facebook page
Maintained by comms people from each partner organisation
Digital job being created for duration of the project
Attempts to bring other fitness communities on board
Fragmented communities
Pits, ponies, people and stories
Pits, ponies, people and stories
Facebook page set up by Comms Maintained by Cultural Co-ordinator Comms Officer also an admin Aims to bring together fragmented
physical communities into one online community
Twitter surgeries
Alcohol licensing Buy With Confidence Taxi licensing General/food recycling Planning
Homelessness project
Website – content produced by young homeless people
Forum moderated housing officers CMS training and project experience
will help with skills and employment prospects
Aims to give an existing physical community an online presence and a place for others to find relevant information
Things to consider
Does the community exist already Do they want to do business with
you there Can you join the existing group,
either as an officer or as the organisation
Things to consider
Do you need to start a community Which platform is the target
audience using Do you understand the platform Do you have the resources to create
content Do you have the resources to
monitor the account
Things to consider
Is your skin thick enough to run the account
Is the organisation’s skin thick enough
Do you have management buy-in Do you have a social media
policy/strategy Do you have social media guidance
www.readyscotland.org/my-community/
Community Emergency Plans
Google Docs Closed, non-searchable Facebook
group Google+ Evernote Secure, private, living documents Accessible on mobile phones
@Cal444 Facebook LinkedIn Pinterest Instagram
