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Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
Social media for government
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Social media for government

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  • Very good; great coverage of all the aspects to consider. Thanks for sharing!
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  • 1. Social Media for Government: Understanding, Implementing, & Managing Social Media Tools Technical guide Gohar Feroz Khan, Ph.D. Assistant Professor, Korea University of Technology & Education Director, Center for Social Media Technologies I blog here Twitter: @gfkhan Prepare for: APCICT Fifth Academy Partners Meeting (27-29 November, 2013 in Bali, Indonesia)
  • 2. Table of Contents        Executive Summer Learning Objectives Organization Chapter 1:Introduction to Social Media-Based Government Chapter 2: Information Socialization through Social Media Chapter 3: Mass Collaboration through Social Media Chapter 4: Watching and Measuring Social Media Social Media for Government-UNAPCICT Technical Guide
  • 3. What is Social Media?  It’s all about making your own icecream Social Media for GovernmentUNAPCICT Technical Guide
  • 4. Statistics: as of May 2013 Executive Summer  Growth of Social Media is Noteworthy 500 million users 1.11 billion users 500 million accounts 6 billion hours of video are watched each month Social Media for Government-UNAPCICT Technical Guide
  • 5. Executive Summer   This growth and tools also present unparalleled opportunity for implementing a transparent, open, and collaborative government. However, lack of know-how, skills, and resources make it hard to leverage the tools Social Media for Government-UNAPCICT Technical Guide
  • 6. Executive Summer  As a result, governments around the world ignore or mishandle the opportunities and threats presented by it. Social Media for Government-UNAPCICT Technical Guide
  • 7. Purpose and Learning Objectives  The main purpose of the guide is to help governments to implement a transparent, open, and collaborative government by means of social media tools. Social Media for GovernmentUNAPCICT Technical Guide
  • 8. Organization Chapter 1 Introduce social Media-based government basic concepts.     Information Socialization Mass collaboration Social Transaction, and Measuring Social Media. Social Media for GovernmentUNAPCICT Technical Guide
  • 9. Organization Chapter 2 Information Socialization Topics covered include understanding, implementing, and Managing      An official Twitter account, An official Facebook Fan page, An official YouTube Channel, An official Blog. Social Media for GovernmentUNAPCICT Technical Guide
  • 10. Organization Chapter 3 Establish Mass Collaboration Topics covered include understanding, implementing, and Managing     a wiki (e.g., Google wikis); Google moderator; and Cloud-based tools (e.g., Google Docs, Dropbox and SkyDrive) Social Media for GovernmentUNAPCICT Technical Guide
  • 11. Organization Chapter 4 Watching and Measuring Social Media Topics covered include understanding and analyzing      Twitter data; Facebook data; Blogs data; and Google analytics. Social Media for GovernmentUNAPCICT Technical Guide
  • 12. Chapter 1 Introductory Concepts
  • 13. What is Social Media?  Social media consists of a variety of tools and technologies that includes:  Collaborative projects (e.g., Wikipedia and wikispaces),  Blogs (e.g., WordPress) and microblogs (e.g., Twitter),  Content communities (e.g., YouTube),      Social networking sites (e.g., Facebook), Virtual game worlds (e.g., World of Warcraft), Virtual social worlds (e.g., Second Life), and All other Web 2.0 platforms that facilitate the creation & exchange of UGC. Content and interactivity is the key Social Media for Government-UNAPCICT Technical Guide
  • 14. What is Social Media-Based Government? Social Media for GovernmentUNAPCICT Technical Guide
  • 15. What is Social Media-Based Government? Social Media-based government is a Social Media-based government is a governance culture of transparency, governance culture of transparency, openness, and collaboration facilitated by openness, and collaboration facilitated by social media (Khan, 2013, p. 8). social media (Khan, 2013, p. 8). Social Media for GovernmentUNAPCICT Technical Guide
  • 16. What is Social Media-Based Government? In other words without a culture of In other words without a culture of transparency, openness, and collaboration transparency, openness, and collaboration in place….. in place….. Social Social Media is Media is Useless Useless Social Media for GovernmentUNAPCICT Technical Guide
  • 17. How social media is used in public sector? Social Media for GovernmentUNAPCICT Technical Guide
  • 18. How social media is used in public sector?  Information socialization   Establish mass collaboration   using social media tools mostly for informational purposes (Chapter 2) using the collaborative power of social media to tap in the collective intelligence of masses (Chapter 3) Establish social transaction  providing tangible online services through social media channels Social Media for GovernmentUNAPCICT Technical Guide
  • 19. Chapter 2: Information Socialization
  • 20. Chapter 2: Information Socialization  Topics covered include understanding, implementing, and Managing     An official Twitter count, An official Facebook Fan page, An official YouTube Channel, An official Blog. Social Media for GovernmentUNAPCICT Technical Guide
  • 21. Twitter: Keep Citizens Informed Twitter is a great way to keep citizens informed.   Twitter is an online micro-blogging service that enables users to send and read short messages commonly known as "tweets". 140 characters Social Media for Government-UNAPCICT Technical Guide
  • 22.  Does your government/Dept. has a Twitter Account? Social Media for GovernmentUNAPCICT Technical Guide
  • 23. Twitter Related Concepts        Tweets (Retweet) Direct messages Followers Followings Listed Favorites Mentions More info: https://support.twitter.com/groups/50-welcome-to-twitter Social Media for Government-UNAPCICT Technical Guide
  • 24. Facebook Pages: Network with Citizens  What are Facebook pages? Facebook Page is a convenient and effective way to network with citizens. “Pages are for organizations, businesses, celebrities, and bands to broadcast great information in an official, public manner to people who choose to connect with them.” (source: facebook.com). Social Media for Government-UNAPCICT Technical Guide
  • 25. Example: Facebook Pages Social Media for Government-UNAPCICT Technical Guide
  • 26. YouTube Channel: Educate Citizens What is YouTube Channel? YouTube Channel is a create way to educate citizens. YouTube channel is a public online space (or page) over YouTube. YouTube channel allow you to upload videos, leave comments, or make playlists.  Social Media for Government-UNAPCICT Technical Guide
  • 27. YouTube Channel: Educate Citizens  You may use it for posting training videos  awareness, and  educational material etc.  Social Media for Government-UNAPCICT Technical Guide
  • 28. Example: YouTube Channel Social Media for Government-UNAPCICT Technical Guide
  • 29. Blogs: Talk to Citizens  Blog (short for web log) is a type of personal Web site on which an individual (or organization) post opinions and information Social Media for Government-UNAPCICT Technical Guide Blog is a create way to solicit expert opinion and suggestions on an issue.
  • 30. Blogs: Example Social Media for Government-UNAPCICT Technical Guide
  • 31. Who Provides blog systems?  A lots of companies   http://wordpress.com/  TypePade.com   Blogger.com Wikispaces.com Top 40 + Free Blog Hosts  http://mashable.com/2007/08/06/free-blog-hosts/ Social Media for Government-UNAPCICT Technical Guide
  • 32. Chapter 3: Mass Collaboration
  • 33. Chapter 3: Mass Collaboration  Topics covered include understanding, implementing, and Managing    a wiki (e.g., Google wikis) Google moderator Cloud-based tools (e.g., Google Docs, Drobbox and SkyDrive) Social Media for GovernmentUNAPCICT Technical Guide
  • 34. Mass Collaboration: Example 1  Korean Government Apps for reporting    Crimes Illegal car parking Other improper behavior reporting Social Media for GovernmentUNAPCICT Technical Guide
  • 35. Mass Collaboration/Crowd sourcing: Example 2  Adopt a Fire hydrant  Where ordinary citizens take responsibility for digging out a fire hydrant after it snows. Social Media for GovernmentUNAPCICT Technical Guide
  • 36. Mass Collaboration/Crowd sourcing: Example 3  Adopt a Tsunami Siren  Where ordinary citizens take responsibility for taking care of Tsunami Sirens installed in Honolulu. Social Media for GovernmentUNAPCICT Technical Guide
  • 37. Mass Collaboration/Crowd sourcing: Example 4  Rate my Teacher Social Media for GovernmentUNAPCICT Technical Guide
  • 38. Wiki: Collaborative Knowledge Sharing  Literary means “quick”  Wikis are a great way to communicate and collaboratively work on projects with other people. Wiki is a type of website created collaboratively by a community of users allowing them to add, modify, or delete content.   A good example of collaborative wiki is www.wikipedia.com This link lists several websites that use wiki concept/model. Social Media for Government-UNAPCICT Technical Guide
  • 39. Wiki: Collaborative Knowledge Sharing  In this tutorial, we created a project wiki using Google Sites Social Media for Government-UNAPCICT Technical Guide
  • 40. Google Moderator: Crowd source your idea What is Google Moderator? is an online crowd-sourcing platform which allows you to solicit opinions, ideas, and suggestions about anything that you are interested in discussing with people. Google Moderator is an easy and efficient way to manage and solicit opinions, ideas, and suggestions on an issue. Social Media for Government-UNAPCICT Technical Guide
  • 41. What does Google Moderator do?    Create a series (topic)   Broke it into small more manageable topics of discussion called Topics.   For example, if you create a series of “Social in Government”, topics could be “Social Media Tools,” “Policy & Strategy,” or ''Privacy & Security.” Share it  Series and topics can be shared with everyone over the Internet or only with the people you choose. Identify important topics  Questions/suggestions on the Google Moderator page are automatically ranked based on how many positive votes they have. Social Media for Government-UNAPCICT Technical Guide
  • 42. Example Social Media for Government-UNAPCICT Technical Guide
  • 43. Cloud-Based Services  What is Cloud-Based Service?  Cloud-based service or cloud computing is concept of using the Internet servers to store, manage, and process data and application (e.g., software, documents, audio, video, and multimedia), rather than a Social Media for local personal compute GovernmentUNAPCICT Technical Guide Cloud-based services can be instrumental in collaborative projects that require transferring, accessing, and sharing files with users.
  • 44. Examples: Cloud-Based Services  Examples of cloud-based shared spaces    Dropbox SkyDrive Google Drive (Google docs) Note: Free versions provide limited space and security Social Media for Government-UNAPCICT Technical Guide
  • 45. How file sharing Cloud-Based Services works? Figure: Dropbox working mechanism Social Media for Government(source: Dropbox) UNAPCICT Technical Guide
  • 46. Chapter 4: Watching and Measuring Social Media
  • 47. Chapter 4: Objectives  Topics covered include understanding and analyzing     Twitter data; Facebook data; Blogs data; and Google analytics. Social Media for GovernmentUNAPCICT Technical Guide
  • 48. What to Measure?     How many people (and from where) are visiting your blog, or liked your Facebook status update? What your followers talk about? Who your key influencers are? Social Media for GovernmentUNAPCICT Technical Guide If you continuously monitored, captured, and analyze social media data can be valuable information asset in decision making.
  • 49. How to Measure?  Varity of social media analytics tools are available in the market.   Some are free and others are subscription based. For example, this link provides a list of 50 Top Tools for Social Media Monitoring, Analytics, and Management. Social Media for GovernmentUNAPCICT Technical Guide If you continuously monitored, captured, and analyze social media data can be valuable information asset in decision making.
  • 50. How to Measure?  In this tutorial, we used   Google Analytics, and Hootsuite Note: Wordpress also have built-in limited analytical ability Social Media for GovernmentUNAPCICT Technical Guide
  • 51. Google Analytics   Google Analytics is a great tool for analyzing traffic on your website/blog/wiki. With it you can see,  Who is visiting your site  What they're looking for  How they're getting there  How long they are staying there, etc.  Social Media for Government-UNAPCICT Technical Guide
  • 52. Google Analytics  Site Traffic Social Media for GovernmentUNAPCICT Technical Guide
  • 53. Google Analytics  Engagement: It shows how long a person is on your website. Social Media for Government-UNAPCICT Technical Guide
  • 54. Google Analytics  New VS. Returning Visitor Social Media for Government-UNAPCICT Technical Guide
  • 55. Google Analytics  Visitor flow lets you analyze what path traffic takes when it arrives into your site. Social Media for Government-UNAPCICT Technical Guide
  • 56. How to Measure?  Hootsuite is an ease to use online platform that enables you to manage your accounts across the most popular social networks  The free version support up to five profiles and has limited analytic information Social Media for Government-UNAPCICT Technical Guide
  • 57. Other Analytical Tools to Consider  Google Alerts is a content detection and notification service that automatically notifies users when new content over the Internet (e.g., social media, web, blogs, and video and/or discussion groups) matches a set of search terms based on user queries. Users are alerted through email. Help on how to use Google Alerts. Social Media for GovernmentUNAPCICT Technical Guide
  • 58. Other Analytical Tools to Consider Social Media for Government-UNAPCICT Technical Guide
  • 59. Other Analytical Tools to Consider  Social Mention is similar to Google alerts, but it only concentrates on social media sites, and you can choose to focus on particular areas, such as blogs. Social Media for Government-UNAPCICT Technical Guide
  • 60. Other Analytical Tools to Consider   TweetBeep is like Google Alerts for Twitter: Choose some keywords and receive daily search results via email. Facebook Insights helps Facebook page owners to understand and analyze trends within user growth and demographics Social Media for GovernmentUNAPCICT Technical Guide
  • 61. Other Analytical Tools to Consider  Klout measures your influence across a range of social media channels based on how many people interact with your posts. Klout Score measure influence on scale from 1-100 number showing how influential you are Social Media for GovernmentUNAPCICT Technical Guide
  • 62. One more thing…  The online version of the Guide Social Media for GovernmentUNAPCICT Technical Guide
  • 63. Final Note…remember that…    It is more than just “likes” and “tweets” Once the social media present is established, ensure that you and/or your organization can spend time to,  Sustain it  Monitor it (e.g., social analytics)  Be responsive  Built trust Otherwise, your organization will lose face Social Media for Government-UNAPCICT Technical Guide
  • 64. Final Note…remember   Setting-up social media tools is the easy part, the difficult part is managing it effectively. Plan a head  Establish a sound social media strategy and policy  Involve all stakeholders  Assign dedicated resources  ensure that you and/or your organization have dedicated resources (e.g., Time, technical, financial, and human resources) Social Media for Government-UNAPCICT Technical Guide
  • 65. Conclusion   May social media tools are available  Think how you can leverage based on your department requirement  Find where your community is and engage it there  If the available tools don’t work for you, create one. Setting-up is the easy part.  Managing social media effectively is what matters.   Plan a head: social media policy, strategy, and resources needed Sustain it, Monitor it, Be responsive, Built trust. Social Media for Government-UNAPCICT Technical Guide
  • 66. About the Author  Gohar Feroz Khan is an Assistant Professor at Korea University of Technology & Education and founding Director of SMInsight research center. His research interest includes, IT adoption, social information systems, and Social media. Social Media for GovernmentUNAPCICT Technical Guide

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