The Community Manager Challenge

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Lovisa Williams of the State Department presents information about managing communities during the April 21, 2011 DoD All Services Social Media Conference. As an additional resource, download the eBook: http://tinyurl.com/4xhuax8

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  • -Concept of communities in real life transferred to online communities-PD is about building long term relationships to build mutual understanding. -We use online communities and the Internet to help facilitate and augment our face to face interactions.
  • What is a Community Manager?What are the tasks associated with this job?Why is a Community Manage important?
  • What is a Community Manager?Role of the Community ManagerWhat is its importance to an organization?How do you institutionalize the role?Community Managers GroupCommunity Management is not just one person’s job, but the job of the entire organization.
  • Mission and who you want to engage with should drive tool selectionCustomize content for language and culture – Examples: Brazil, Pretoria
  • Give Australia story about evergreen tweets.
  • The Community Manager Challenge

    1. 1. The Community Manager Challenge<br />Lovisa A. Williams<br />@LovisaTalk<br />U.S. Department of State<br />27 July 2011<br />
    2. 2. OfficialSocial Media Sites<br />2<br />48 Flickr sites/groups<br />88 Twitter feeds <br />11 official personal feeds<br />27 blogs<br />1 Second Life Island<br />76 YouTube channels<br />245 Facebook pages<br />
    3. 3. 3<br />chany14<br />
    4. 4. Government 2.0<br />Gov 2.0 – Ideals we strive for using Web 2.0 thinking and tools; provide better services to citizens <br />Open Government Directive - transparent, participatory, and collaborative<br />Photo by stefrich823<br />
    5. 5. 5<br />
    6. 6. Community Management<br />An Enterprise Wide Mindset<br />
    7. 7. Supporting Community Managers<br />The Social Media Hub<br />
    8. 8. Community Management Trinity<br />
    9. 9. Strategy<br />iStock Photo<br />2<br />
    10. 10. Social Media Strategy<br />
    11. 11. What not to do!<br />11<br />
    12. 12. Engagement<br />iStock Photo<br />
    13. 13. U.S. Embassy Jakarta<br />Local Branding<br />Wow! That’s a lot of people!<br />
    14. 14. U.S. Embassy Bangkok<br />Integrated Community<br />
    15. 15. U.S. Embassy Zambia<br />Leveraging a VIP<br />
    16. 16. U.S. Embassy Wellington<br />Use of third party content<br />Multiple methods to engage with people<br />
    17. 17. U.S. Embassy Pretoria<br />Third Party Content<br />
    18. 18. U.S. Department of State<br />What’s wrong with this?<br />What’s wrong with this?<br />
    19. 19. EJournal USA<br />Call to Action<br />
    20. 20. Video Contests<br />http://connect.state.gov/<br />http://www.videochallenge.america.gov/<br />20<br />20<br />
    21. 21. Transparent Feedback Loop<br />21<br />
    22. 22. Challenges<br />Impersonation of U.S. Government<br />Intelligence Operatives<br />Trolls<br />Crisis Communications<br />Remote Management<br />Legal & Policy issues<br />
    23. 23. Evaluation<br />iStock Photo<br />
    24. 24. Analytic Tools<br /><ul><li>Facebook Insights
    25. 25. Hootsuite
    26. 26. Compete</li></li></ul><li>Sentiment Analysis?<br />And More…<br />
    27. 27. Contact Information<br />Lovisa A. Williams<br />http://lovisawilliams.wordpress.com<br />WilliamsLA@state.gov<br />@LovisaTalk<br />

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