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Local Gov2.0: Transforming Local Government With Social Media and Web 2.0

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A presentation to the Australian Local Government Financial Professionals association on the benefits to local government when social media is correctly implemented. Provides a framework and roadmap ...

A presentation to the Australian Local Government Financial Professionals association on the benefits to local government when social media is correctly implemented. Provides a framework and roadmap for implementation and case studies

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Local Gov2.0: Transforming Local Government With Social Media and Web 2.0 Local Gov2.0: Transforming Local Government With Social Media and Web 2.0 Presentation Transcript

  • Local Gov2.0: Transforming Local Government With Social Media and Web 2.0
    FinPro Conference, March 2011
    Fergal Coleman
    Twitter @symphony3think
    www.symphony3.com/finpro
    www.symphony3.com
  • Worldwide Society is Changing
    In 2009, 1 out of 8 married
    couples in the US met online
  • Worldwide Society is Changing
    In four years to 2010, newspaper
    ad revenue dropped by 44.24%
    Revolution is Everywhere
    1 out of 8 married
    couples in the US met online
    Manufacturing to China,
    Services to India, Philippines,
    Eastern Europe, etc
  • Revolution or Revolutions?
    “Every generation needs a new revolution.”
    Thomas Jefferson
    We are witnessing multiple revolutions right now…
    “Revolution doesn’t happen when society adopts new technology, it happens when society adopts new behaviours “
    Prof. Clay Shirky author “Here Comes Everybody”
  • Revolutions can be scary!
    They are also very exciting!
  • In the next 45 minutes…
    Social Media is
    More than setting up Facebook and Twitter pages
    Not just for kids
    Here to stay
    Will make your organisation more efficient (internally)
    Will help you engage your community much more effectively
    I’ll show you how to
    Embrace it
    Integrate it in your day to day operations
  • What is Social Media (and Web 2.0)
    Social media is based on the integrations/conversations between different people online and for organisations to become part of this they need to move from a monologue to a dialogue
    Technology
    is merely the
    conduit for people to:
    Create
    Connect
    Collaborate
    React
    Organise
  • So Why Now? The Perfect Storm
  • What are others doing? Examples
  • Examples - Australia
    Kate Lundy named a winner of the International Top 10 People Changing the World of Internet and Politics at the 11th World eDemocracy Forum
    http://vimeo.com/4470529
  • Examples: Australia
    http://queenslandfloods.crowdmap.com/
    http://vimeo.com/4470529
  • There are also good financial reasons
    “Companies using the web intensively gain greater market shares and higher margins”
    - “The Rise of the networked enterprise: Web2.0 finds its payday” – McKinsey Quarterly Dec. 2010
    Some averages from report
    20% decrease in travel costs
    20% improvement in marketing effectiveness
    10% reduction in operational costs
    15% decrease in marketing costs
    18% increase in customer satisfaction
    “Smartphone-carrying mobile (government) employees reported an average time savings/productivity gain of 54 minutes per day.”
    - NetworkWorld http://www.networkworld.com/news/2008/101508-federal-employees-mobile-work.html
  • Change is happening but local government is behind
  • Case Study: Kingston City Council
    “In the past we (local government) told the community what we were doing, we have now evolved to engaging the community in what we propose to do, but the expectation of the community today is that not only will they be engaged but they will directly influence and they will have control over what happens. This is not an unreasonable expectation.”
    John Nevins, CEO, City of Kingston.
  • Getting Started?
    Leadership commitment and vision
    Open up to new technologies
    Commitment to change behaviours
    Commitment to loss of control
    Get Started!
  • Social Media Framework Logical Boxes
    People Needs
    Who are you Serving? Where are they?
    What Drives them to Engage with you?
    Residents
    Local Business
    Employees
    Residents
    Local Businesses
    Employees
    Why We Exist
    Mission
    Vision
    Core Values
    Strategic Goals
    Financial Sustainability
    Improved Customer Service – more support at no additional cost
    More Efficient Processes
    Lower Costs
    How We do It
    Communicate
    Make (Services delivered)
    Listening
    Talking (Informing)
    Supporting
    Supporting Activities
    Energising/engaging
    Building Blocks
    Technology (Tools)
    Finance (Budget)
    People (internal)
    Leadership
    Culture
    Skills +Training
    Standards &
    Policies
    Social Media Policy
    Response Guide
    Risk Mgmt
    16
    Data and Information
  • Roadmap
    Commitment and Leadership Steering Group
    Adopted by business:
    Person Responsible and One Page Plan for each tool
    - Social Media Policy
    - SM Awareness and Training
    - Facebook
    • CEO Blog
    • -Mayoral Blog
    - Twitter
    - Yammer
    Y/N
    Ideas (Prioritised)
    Y/N
    Working Group (cross-dept)
    Y/N
    Y/N
  • Wiki
    • Improved collaboration
    • Better information sharing
    • No email trail with multiple document versions
    • Less paper
    • No IT overhead
  • Social Media Policy and Response Guide
    • Parameters on how to behave online
    • Parameters on what can be said about the organisation
    • Guidelines on how to respond to comments and opinions
  • CEO Blog
    • Shows Leadership commitment
    • Direct line of communication to the CEO for employees
    • Parameters on what can be said about the organisation
    • Guidelines on how to respond to comments and opinions
  • Facebook
    • Timely updates (e.g. floods)
    • Community feedback and engagement
    • Interactive content
  • Yammer
    • Improved idea sharing and innovation
    • Mobile communication
    • Improved communication
  • Use of Skype With Elderly
    • Empowerment of elderly
    • Time saving
    • Fostering friendships and engagement with the City
  • Skype meetings and iPads
    • Improved communication
    • Reduced travel time
    • More productivity
  • Coming soon or in prototype…
    LinkedIN
    Mayoral Blog
    YouTube/Video
    Twitter
    Haveyoursayday.com
    Department specific - strategies
    Training, awareness and more training!
  • Outcomes
    Early days but…
    More timely information to residents
    More engaged residents
    More engaged employees
    Improved cross-departmental communication
    Reduced travel costs
    More productive employees
  • How does your strategy stack up?
    Take a few minutes today to complete the 20 questions on the checklist provided.
    This will provide you with an understanding of where the current strengths and weaknesses of your strategy are.
    Also available at www.symphony3.com/finpro
  • Conclusion
    Social Media is
    Strategic use of Facebook and Twitter and a whole lot more
    Tools the whole community will use and its here to stay
    An enabler:
    It will make you more efficient (internal use)
    It will allow you to reach your community much more effectively
    You need to
    Embrace it
    Integrated it into your day to day operations
    Adopt a strategic approach
    Get Engaged!
  • Questions??
    In person or
    www.symphony3.com/finpro
    Facebook.com/symphony3
    Twitter @symphony3think