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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

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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