The Rise of Social Government
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The Rise of Social Government May 8, 2012 Made possible by: Presented by:
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This webinar presents promising practices from, "The Rise of Social Government," a report from the University of Pennsylvania's Fels Institute of Government, based on a survey of over 100 cities and 20 in-depth interviews with government administrators about their uses of social media.
Transcript of The Rise of Social Government
The Rise of Social Government
May 8, 2012
Made possible by:
Presented by:
2
Knowledge network across all levels of Government
• Prominent in the U.S. and International
• 50,000+ Members
• Specialized Communities with 6 different topics: i.e. Communications and Technology
www.govloop.com
Maximizes direct connections with the public through digital communications.
• More than 500 public sector organizations manage their digital communications though GovDelivery
• More than one billion messages are sent quarterly by government agencies through GovDelivery
• 30,000 people sign up every day through GovDelivery to receive digital messages from the government
Today’s Presenters
Katherine Parker Lauren Hansen-Flaschen
Eric Rabe
About the Fels Institute of Government
• Fels: Since 1937 preparing graduate students for leadership in
city, state and federal government.
• Research & Consulting brings expertise of professionals and
creativity of grad students to public problem-solving
• 1,400 projects over 75 year history
Today’s Webinar Topics
• Key Findings & Promising Practices
Local Government Use of Social Media
Social Media as a Service
Monitoring Social Media
• Questions & Answers
Polling Question #1
What Defines Social Media?
Social Media is...
• Interactive...not Authoritative
• Personal...not Institutional
• Narrowcast through
networks...not broadcast
• Used by 47% of American adults
(2011 Pew Research Center)
2009 Social Media Report
• Face your fears
• Manage
• Get your team straight
• Build your audience
• Find your voice
• Self-evaluate
• Get started
2011 Report: What We Studied
• Most comprehensive study so far of Social Media
in local government
• 108 surveyed cities & 21 in-depth interviews
(summer 2011)
• Identifies data, case studies and promising practices
• Available for Free download from the Fels
website in May 2012
What We Found
• Social Media is growing despite tight budgets
• Cities use Social Media to meet core operational
goals
• Not just for communications anymore
• Cities are actively monitoring Social Media
Fels Research, 2011
Local Government Use of Social Media
0 20 40 60 80 100
Percent Adopting Social Media Tool
Twitter and Facebook lead the pack … but mobile applications are gaining speed
Fels Research, 2011
Other Technologies Local Governments Deploy
• FourSquare
• QR Codes
• Mobile apps
City of West Palm Beach, Florida. “WPB Connect,” iPhone Screenshot
Polling Question #2
Social Media As a Service
90% of cities “use Social Media for an activity other than communications”
• Economic Development
• Political Engagement/Policy Feedback
• Emergency Management
• Service Operations/Response
Fels Research, 2011
Implementation: Promising Practices
“Government offices report that it is critical to assess new social media before implementing the tools into existing work processes”
• Identify objectives
• Determine a strategy
• Listen to existing conversations
• Carefully assess resources
• Reach out to peer cities and conduct research
Polling Question #3
Monitoring Social Media Activity
“Cities are beginning to proactively monitor social media sites for issues, discussions or related information”
• 65% of cities report monitoring Social Media on an hourly or real-time basis
• Cities monitor: • Demographics • Trending topics • Keywords • Specific conversations • Other organizations
Fels Research, 2011
Monitoring: Promising Practices
Monitoring social media can be bolstered through a five step strategy:
• Identify a lead person
• Diversify the scope or your monitoring
• Create a checklist of keywords
• Utilize the various technologies available
• Be comfortable with trial and error
Fels Research, 2011
Monitoring: Tools to Monitor and Manage Social Media Activities Cities report using a number of social media management
tools, including:
• Hootsuite
• Google Reader
• Facebook Insights
• Tweetdeck
• Addict-o-matic
• Mon.itor.us
• SeeSemic Fels Research, 2011
Polling Question #4
Recap: Social Media Promising Practices
Application & Implementation:
• Beyond communications
• Setting goals and strategies
• Access resources
• Think mobile
Fels Research, 2011
Monitoring:
• Monitor daily
• Diversify the scope
• Consider online tools
• Experiment & refine
Q & A
CONTACT INFORMATION Eric Rabe, Senior Advisor [email protected] Katherine Parker, Associate Consultant [email protected]
Lauren Hansen-Flaschen, Associate Consultant [email protected]
KEY WEBSITES 2009 Fels Social Media report https://www.fels.upenn.edu/sites/www.fels.upenn.edu/files/PP3_SocialMedia.pdf
Fels Research & Consulting Website
http://www.fels.upenn.edu/social-media-second-edition
THANK YOU
