Citizen Engagement Survival Guide:

5 Ways to Serve Citizens in Today’s Social Media Culture

August 25, 2010

Brought to you by:

Today’s Speakers

Steve ResslerPresident and FunderGovLoop

John KembelVP, Social SolutionsRightNow

Dan MunzCenter for New Media and Citizen EngagementU.S. General Services Administration

Housekeeping• At any time during the next hour, if you would like to submit a

question, just look for the "Ask a question" console. The presenters will field your questions at the end.

• If you have any technical difficulties during the Webinar, click on the Help button located below the slide window and you’ll receive technical assistance.

• And finally, after this session is complete, we will be e-mailing you a link to the archived version of this Webinar, so you can view it again or share it with a colleague.

Citizen Engagement Survival Guide:

5 Ways to Serve Citizens in Today’s Social Media Culture

Steve Ressler GovLoop, Founder & President

August 25, 2010

KNOWLEDGE NETWORKMISSION:MISSION: “Connect Government to Improve Government”

30,00030,000

MembersMembers…and growing rapidly…and growing rapidly

30,00030,000

MembersMembers…and growing rapidly…and growing rapidly

• Do-Gooder:Do-Gooder: 3rd Gen Public Servant, DHS Fellow, Multiple Gov Agencies

• Innovator:Innovator: Co-Founder, Young Government Leaders

• Award Winner:Award Winner: 2006 Rising Star Award, 2007 Fed 100 Winner

• Speaker:Speaker: 25+ Conferences, Brookings, Harvard Kennedy School

• Author:Author: Wikinomics, Federal Times, Public Manager

• Athlete: Athlete: Used to be good at golf – 3rd in State

• Scholar: Scholar: Miami (OH) and UPenn

• Gentleman: Gentleman: Likes Cats and Babies

My Story

When you hear the

term social

media?

Does it feel like this?

Or not.

Social media penetration and paceSocial networks and blogs = 4th most popular online activities

(eclipsing even personal email).

~10% of all time spent on the Internet = social media sites.

Radio = 38 years to reach 50 million listenersTV = 13 years

Internet = 4 years = 9 months to get to 100 million users

(just topped 500 million)

= 80% of companies will use as primary tool

= ~75 billion video streams, ~375 million unique visitors

= ~20 million unique visitors/month(just passed 1 billion messages)

Source: http://econsultancy.com/blog/4402-20+-more-mind-blowing-social-media-statistics

New Medium, Same Human Desires

Everyone wants to see the new baby• Visiting in Person• Print photos• VHS videos• Online photos – Snapfish, Picasa• Facebook – Baby photos, videos• Skype Video

Citizens- New Medium, Same Desires

Everyone wants to engage citizens• Feedback - In-Person Townhalls, Surveys• Disseminate Information

• Road signs, ads in newspapers, newsletters• Access for All

• Cable, 508 compliant

Integrated Engagement Approach

BrochuresCatalogs

Course Excerpts

Website Content

TV AdvertisementsVideo Content

GS Connect Clips

Event PhotosWeb Ads

Magazine Ads

Radio AdsAudio Content

Events/ConferencesCustomer Service

Sales

Traditional Content Vehicles

“Conversation” Vehicles

The Destination

INSERT YOUR WEBSITE

HERE

5 Ways to Serve Citizens

1 -Provide timely, immediate, and compelling information

2 -Provide information in their medium choice

3 -Give them the ability to provide input

4 -Give the ability to request service in a variety of format

5 -Put a human face to government

Who’s Doing It?

It’s Time To Get Going

Finding the #WIN in Citizen Engagement

Dan MunzCenter for New Media and Citizen EngagementU.S. General Services AdministrationAugust 25, 2010

I’m Dan Munz(@dan_munz)

I work at theGSA Center for New Media and Citizen

Engagement(@GovNewMedia)

The Center strives to be an incubator and accelerator for government-wide new

media and citizen engagement technologies,

tools, practices, and policies.

Our mission:1.Government People2.People Government3.Efficient & Effective

(Simple!)

We’re Working On…

• Ideation and Crowdsourcing

• Contests and Challenges

• Apps.gov NOW• Engagement Strategy• Market Research• Legal and Policy

• Accessibility and Usability

• Terms of Service with New Media Providers

• Building Community and Sharing Best Practices

• Connecting to the Vendor Community

Challenge.gov

Bringing together citizens and government around our nation’s

toughest challenges.

Launching in September.

Today’s session

Survival = Not Fun

Not sustainable.

Closed Governmentvs.

Open Government

“Webinar”vs.

Discussion

One-Way = Not Good Enough

What does a two-way government look like?

• Responds on a “human being” scale of time(because that’s the scale its customers work on)

• Puts information where people are looking(because anything else is a waste of time)

• Constantly seeking meaningful feedback(because it knows the value of others’ ideas)

• Delivers services how and when they’re needed(because demand isn’t always predictable)

• Acts like it’s operated by fellow human beings(because it is)

This is unnatural.

(That’s why you need a survival guide to do it.)

1.Mind the gaps

(in law and policy)

2.Empower your skeptics,

butown your risk.

3.Build a process,not a website.

4.Connecting with people is

good. Connecting them with each other is better.

5.Screw around online.

(Effectively!)

credit: @levyj413

Thank you!

@GovNewMedia (work)@dan_munz (personal)

Virtual Panel

Steve ResslerPresident and FunderGovLoop

John KembelVP, Social SolutionsRightNow

Dan MunzCenter for New Media and Citizen EngagementU.S. General Services Administration

RightNow: Government’s Leading Provider ofSecure Cloud-Based Customer Experience Solutions

Cloud Leadership - SaaS

• Multi-Tenant/Multi-Version infrastructure

• DIACAP, HIPPA, SAS70 II, NIST 800-53 Mod

• 1,900 clients, 500M customer records

• 2.5 billion customer interactions / year

• Public company (NASDAQ: RNOW)

• 16 worldwide offices (government in VA)

• ~900 employees (~60 for Public Sector)

• ~170 government clients (18% of revenue)

Global Operations

John Kembel•VP Social Solutions, RightNow•Founder & CEO of HiveLive (acquired byRightNow)

•Consulting Associate Professor & Strategy Board Member forHassoPlattner Institute of Design at Stanford (“d.school”)

Customer Experience (CX) Experts

Audience Q&A