The Rise of Social Media and its
Implications for the Public Sector
Graham Hadingham
Date: 19th November 2013
Location: IF...
In-Form Consult (IFC)
About us
In-Form Consult (IFC) is a leading independent information management consultancy that help...
Some of our Public Sector Clients

The Rise of Social
Presentation Title Media and its Implications for the Public Sector
...
Contents
•
•
•
•
•
•
•

Defining Social Media
The scale of the problem
UK Public Sector state of play
The Social Enterpris...
Defining Social Media
•

The term Web 2.0 is commonly associated with web applications which facilitate
interactive inform...
The Scale of the Problem

The Rise of Social
Presentation Title Media and its Implications for the Public Sector

6
Or to put it another way
Despite the confusion and
proliferation, we can
simplify this into three
main areas of focus
• Pu...
Some Statistics

Facebook has over 1.5 Billion users
logging in every month
They post over 300 Million pictures a
day and ...
Just a few more stats
• Tumblr – 109 Million Blogs
and over 216 Million visitors
• WordPress – 66 Million Blogs
• There ar...
So where is the UK Public Sector?
GOV.UK
•
•

•

•

24 Ministerial
Departments
21 Non
Ministerial
Departments
332 Agencies...
Central Government
•
•
•
•
•

@cabinetofficeuk
@hmtreasury
@govuk
@no10gov
etc

• Government Digital
Service (GDS)
• TNA g...
Health & Emergency Services
• NHS – NHS Direct App for mobile – access to health
advice on the go
• Police – More than 1Mi...
Local Government in 2012
• 187 Official Twitter Accounts
–
–
–
–

•
•
•
•

13 in Scotland
12 in Wales
1 in Northern Irelan...
But…..
• 1/3 of LA’s have no Social Media Policy
• Some organisations block access except for the
‘permitted few’
• ¼ of L...
Some Risks
•
•
•
•
•
•
•

Monitoring what is said – approval process?
Who can speak for your organisation?
Trolling and ar...
Numerous advantages
•
•
•
•
•

Broadcasting – let people know what’s happening
Listening – ask people their opinions
Build...
The Social Enterprise
• The growth of SharePoint – who doesn’t use it?
• Brighton & Hove, Walsall and LB Lambeth using
Yam...
The Future is Already Here
• The Royal Borough of Kensington and Chelsea has created the
RBKC Local Services app for Andro...
Book your Driving Test on the Bus
• DSA App is now
interactive
• Currently 23% booking via
mobile device
• 27% rearranging...
The Y Generation in the Workplace
• The Y generation have grown up with the advances
in technology
• They are ambitious
• ...
The Challenge for Records Managers
• When does something ‘social’ become a record?
• Volume, velocity, variety are increas...
What Does It All Mean?
• People today want to be connected wherever they
are, whenever they want
• The Public Sector has m...
Further Reading etc.
• BDO – “From Housing & Litter to Facebook & Twitter”:
http://www.bdo.uk.com/library/social-media-wit...
Further reading etc.
• Cogitamus: “Current use, future trends and
opportunities in public sector social media”
http://www....
Thank You – Any Questions?

Graham Hadingham
Hadders64
07944-669633
graham.hadingham@inform-consult.com
www.inform-consult...
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19112013 ifc-social-media-webinar

  1. 1. The Rise of Social Media and its Implications for the Public Sector Graham Hadingham Date: 19th November 2013 Location: IFC Webinar Presentation Title 1
  2. 2. In-Form Consult (IFC) About us In-Form Consult (IFC) is a leading independent information management consultancy that helps businesses transform their information into a more valuable corporate asset, and in turn creates new business realities. Our impartial solutions help you solve your information management needs whilst improving policy, process, and procedure. Through consultancy, technology, training, and resourcing, we can help you reduce cost, minimise risk and increase the value of your information. Consultancy Resourcing Training Tools Support We are recognised across Europe for leading innovation and contributing to improved practices and standards in the field of corporate information and records management The Rise of Social Presentation Title Media and its Implications for the Public Sector 2
  3. 3. Some of our Public Sector Clients The Rise of Social Presentation Title Media and its Implications for the Public Sector 3
  4. 4. Contents • • • • • • • Defining Social Media The scale of the problem UK Public Sector state of play The Social Enterprise Generation Y in the workplace Some thoughts Conclusion The Rise of Social Presentation Title Media and its Implications for the Public Sector 4
  5. 5. Defining Social Media • The term Web 2.0 is commonly associated with web applications which facilitate interactive information sharing, interoperability, user-centred design and collaboration on the World Wide Web. Examples of Web 2.0 include web-based communities, hosted services, web applications, social-networking sites, videosharing sites, wikis, blogs, mashups and folksonomies. Web 2.0 = Social interaction tools on the WWW • In a report written for Association for Information and Image Management (AIIM) Enterprise 2.0 is defined as "a system of web-based technologies that provide rapid and agile collaboration, information sharing, emergence and integration capabilities in the extended enterprise" (Carl Frappaolo and Dan Keldsen) E2.0 = Web 2.0 tools, used inside the enterprise The Rise of Social Presentation Title Media and its Implications for the Public Sector 5
  6. 6. The Scale of the Problem The Rise of Social Presentation Title Media and its Implications for the Public Sector 6
  7. 7. Or to put it another way Despite the confusion and proliferation, we can simplify this into three main areas of focus • Public • Corporate • Internal The Rise of Social Presentation Title Media and its Implications for the Public Sector 7
  8. 8. Some Statistics Facebook has over 1.5 Billion users logging in every month They post over 300 Million pictures a day and create 0.5PB of additional content Current growth is over 180PB per year There are now 15 Million businesses with a Facebook page Twitter has over 500 Million users although not all active Nearly 90% of tweets are now created on mobile devices Linkedin now has over 238 Million members including businesses 80% of businesses use it as their first point of call when recruiting YouTube is the second largest search engine on the planet Over 1 Billion Users with 4 Billion views per day More than 100 Million Videos online The Rise of Social Presentation Title Media and its Implications for the Public Sector 8
  9. 9. Just a few more stats • Tumblr – 109 Million Blogs and over 216 Million visitors • WordPress – 66 Million Blogs • There are more than 200,000,000 blogs • 34% of bloggers make comments on brands, products & services • 78% of consumers will trust peer recommendations – Only 14% of consumers will trust advertising! Amazon 144 Million Accounts Badoo 172 Million Users Bebo 30 Million Users Dropbox 200 Million Users Flickr 87 Million Users Gmail etc 425 Million Users Groupon 42 Million Users iCloud 300 Million Users iTunes 435 Million Accounts SkyDrive 250 Million Users Skype 300 Million Users SlideShare 50 Million Users The Rise of Social Presentation Title Media and its Implications for the Public Sector 9
  10. 10. So where is the UK Public Sector? GOV.UK • • • • 24 Ministerial Departments 21 Non Ministerial Departments 332 Agencies and Other Bodies 12 Public Corporations The Rise of Social Presentation Title Media and its Implications for the Public Sector 10
  11. 11. Central Government • • • • • @cabinetofficeuk @hmtreasury @govuk @no10gov etc • Government Digital Service (GDS) • TNA guidelines on Social Media • Digital First strategy • Digital by default from April 2014 The Rise of Social Presentation Title Media and its Implications for the Public Sector 11
  12. 12. Health & Emergency Services • NHS – NHS Direct App for mobile – access to health advice on the go • Police – More than 1Million people now follow Police twitter accounts across the UK • London Fire Brigade credits social media with cutting fires - has more than 66,000 followers on Twitter and Facebook. • Many leaders and others in these sectors tweet, blog etc. The Rise of Social Presentation Title Media and its Implications for the Public Sector 12
  13. 13. Local Government in 2012 • 187 Official Twitter Accounts – – – – • • • • 13 in Scotland 12 in Wales 1 in Northern Ireland 161 in England including 28 of 32 London Boroughs Over 80% of Local Authorities on Facebook Nearly 40% on Flickr 28% have blogs YouTube, Pinterest, and other sites as well The Rise of Social Presentation Title Media and its Implications for the Public Sector 13
  14. 14. But….. • 1/3 of LA’s have no Social Media Policy • Some organisations block access except for the ‘permitted few’ • ¼ of LA’s only use Social Media for outbound communication • Central government lags 10 years behind the commercial sector in the use of Social Media • Whilst over 40% of Public Sector bodies monitor blogs, only 28% use them The Rise of Social Presentation Title Media and its Implications for the Public Sector 14
  15. 15. Some Risks • • • • • • • Monitoring what is said – approval process? Who can speak for your organisation? Trolling and arguments – online abuse Misuse of information – out of context Mistakes will happen – accept it Media feeding frenzy – everyone loves a scandal Keeping control can be complex The Rise of Social Presentation Title Media and its Implications for the Public Sector 15
  16. 16. Numerous advantages • • • • • Broadcasting – let people know what’s happening Listening – ask people their opinions Building communities – inclusive, engaging Do it online – pay parking, rent, etc…. Cost reduction through technology – a 2012 SOCITM study across 120 local councils estimated that the cost of contact for face to face transactions averages £8.62, for phone £2.83, but for web only 15 pence The Rise of Social Presentation Title Media and its Implications for the Public Sector 16
  17. 17. The Social Enterprise • The growth of SharePoint – who doesn’t use it? • Brighton & Hove, Walsall and LB Lambeth using Yammer (a business version of Twitter) • Next generation collaboration tools e.g. Huddle (DCLG, Surrey CC, Devon CC, Dorset CC, LB Brent to name a few) • It’s about breaking down our work silos • It’s about sharing information • It’s about working smarter The Rise of Social Presentation Title Media and its Implications for the Public Sector 17
  18. 18. The Future is Already Here • The Royal Borough of Kensington and Chelsea has created the RBKC Local Services app for Android, Blackberry and Apple systems. • People using the app will be able to report issues including broken pavements, graffiti and broken parking meters. • Residents who use the app can register their name or remain anonymous. • Councillor Joanna Gardner said: "As the app is in real time it also means that our officers will be able to deal with problems far quicker than was the case previously." • The app can also be used to check progress on issues and look up information on the move The Rise of Social Presentation Title Media and its Implications for the Public Sector 18
  19. 19. Book your Driving Test on the Bus • DSA App is now interactive • Currently 23% booking via mobile device • 27% rearranging by mobile device The Rise of Social Presentation Title Media and its Implications for the Public Sector 19
  20. 20. The Y Generation in the Workplace • The Y generation have grown up with the advances in technology • They are ambitious • They expect workplace tools to reflect their world • Email is old fashioned and irrelevant • Online learning and webinars replace training courses • They are masters of mobile devices and 24/7 connectivity The Rise of Social Presentation Title Media and its Implications for the Public Sector 20
  21. 21. The Challenge for Records Managers • When does something ‘social’ become a record? • Volume, velocity, variety are increasing • What tools are available to them capture this information? • Should Records Managers be involved in Social Media policy? • The tools come and go and the formats may change, but we need to keep records regardless The Rise of Social Presentation Title Media and its Implications for the Public Sector 21
  22. 22. What Does It All Mean? • People today want to be connected wherever they are, whenever they want • The Public Sector has made great strides in terms of adoption particularly for public facing services • Perhaps more effort required internally to leverage new technology in some areas • Records Managers need to become Social Media leaders • It’s here to stay and the time is now The Rise of Social Presentation Title Media and its Implications for the Public Sector 22
  23. 23. Further Reading etc. • BDO – “From Housing & Litter to Facebook & Twitter”: http://www.bdo.uk.com/library/social-media-within-localgovernment • Public Sector Customer Services Forum (PSCSF) – arguments both for and against: http://www.pscsf.org.uk • “An Overview Study Of Twitter In The UK Local Government”: http://www.iseing.org/tgovwebsite/tGovWorkshop2012/CRC 2012/CRC%2010/t-Gov_Panagiotis.pdf • Twitter, emergency management, UK local government, especially during the 2011 riots: http://blogs.lse.ac.uk/politicsandpolicy/archives/29135 The Rise of Social Presentation Title Media and its Implications for the Public Sector 23
  24. 24. Further reading etc. • Cogitamus: “Current use, future trends and opportunities in public sector social media” http://www.nhsconfed.org/AboutUs/Pages/social-media.aspx • Government Digital Service http://digital.cabinetoffice.gov.uk/ • Social Media for Dummies - Lisa Rodrigues, chief executive of Sussex Partnership Foundation Trust. http://m.hsj.co.uk/5047834.article The Rise of Social Presentation Title Media and its Implications for the Public Sector 24
  25. 25. Thank You – Any Questions? Graham Hadingham Hadders64 07944-669633 graham.hadingham@inform-consult.com www.inform-consult.com The Rise of Social Presentation Title Media and its Implications for the Public Sector 25

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