Engagement lessons learnt

Engagement:lessons from the front line

What is ACMA?

No More Department Store Thinking

Don’t make this mistake

NoDigital White Elephants

Go to Where the Crowd Is

Old IdeaNewer Idea

USER ENGAGEMENTUsers want it however, wherever, whenever

Mobile, Mobile, Mobile !=

Plan for the Post PC world

Mary Meeker 2011 Internet Trends

It is not allabouttechnology

Targetedcontent

Based on real needs and wantsI want to be an astronaut

And an engaging user experienceUseful, Delightful and Surprising

A journey to a new destination

The Gov 2.0 way• Agile• Beta• Iterative• Innovative• Open• Risk taking• Permissive

Learning to play in a less certain world

Innovation Platform

engage.acma.gov.au

Total Cost = $5099 per year

Lessons Learnt

Not everyone wants to engage!• Go to where the crowd is

Facebook.oz = 97 % of social networking

Twitter: powerful channel to influentials

Ride the news wave

Real events are still powerful

Adoptthe new paradigms• Databases• Themes• Workflow• Frameworks• Embedded• Related/Semantic• Distributed• Cloud• Taxonomy

Where to from here

Think of your social universe CRM Influentials Case management Campaign Membership visits management Federated searchcampaigns Reputation Enterprise sentiment repositories Events publishing feeds Self-serve websites mobile chat Social email media

Web as a social platform

Use DM tool sets• Automated marketing• Outreach• CRM• Segmentation• List scoring• Campaign management• Community building

How do we get real participation?

Digital elites talking to each other?

Occupy Wall St Arab Spring Vodafail

Listening andREACTING!!!

Gov 2.0 is a one way trip

http://paper.li	13
https://twitter.com	2
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Engagement lessons learnt

by ACMA : Australian Communications and Media Authority on Nov 14, 2011

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Engagement lessons learnt — Presentation Transcript