Your SlideShare is downloading. ×
Online Community Engagement For Government
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×

Introducing the official SlideShare app

Stunning, full-screen experience for iPhone and Android

Text the download link to your phone

Standard text messaging rates apply

Online Community Engagement For Government

830
views

Published on

Seven principles for governments when using social media to engage citizens and other stakeholders

Seven principles for governments when using social media to engage citizens and other stakeholders


0 Comments
2 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
830
On Slideshare
0
From Embeds
0
Number of Embeds
4
Actions
Shares
0
Downloads
9
Comments
0
Likes
2
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide
  • http://web.mit.edu/newsoffice/2014/democratizing-data-visualization.html
  • Transcript

    • 1. ONLINE COMMUNITY ENGAGEMENT FOR GOVERNMENT Charlie Pownall Singapore, Hong Kong – April 2014
    • 2. Social media seduction
    • 3. Social seduction?
    • 4. What we’re covering today WHY HOW PITFALLS
    • 5. About me • 20+ years experience in government, journalism, advocacy, public relations, digital marketing & social media • Set up the EC’s first Rapid Rebuttal Unit; led comms for 15x over-subscribed IPO • Regular contributor to Public Affairs Asia, Social Media Today; WPP Atticus Award winner • Chair, Communications & Marketing Committee, The American Chamber of Commerce in Hong Kong
    • 6. Communications & online reputation services Consultancy & implementation • Communications Planning • Social Media Planning • Social Media Risk Prevention • Social Media Crisis Planning & Response • Online Issues & Reputation Management • Online Monitoring, Analysis & Reporting • Writing & Editorial Workshops & simulations • Social Media Risk Assessment • Social Media Crisis Communications • Social Media Crisis Simulation • Social Media Planning & Strategy • Online Reputation Management • Online Issues Management • Online Community Management CP/C
    • 7. • Skeptical & vocal customers/stakeholders • Transparency & accountability demands • Service quality expectations • Speed & control • Intermediaries • Gen Y Challenging communications environment
    • 8. • Raise awareness • Drive/change behaviour • Drive transactions • Forge consensus • Enhance/protect reputation A wealth of opportunities
    • 9. Government use of social media
    • 10. 1. Listen, listen, listen 2. Focus on those that matter 3. Forge long-term relationships 4. Show, don’t tell 5. Provide context 6. Actively solicit feedback 7. Create sense of ownership 7 principles for online engagement
    • 11. #1–Listen,listen,listen INSIGHTS & IDEAS RELATIONSHIPS & DIALOGUE RISKS & INCIDENTS
    • 12. #2–Focusonthosethatmatter Source: Salter Baxter
    • 13. #2–Focusonthosethatmatter RESPOND CO-OPERATE MONITOR ENGAGE -WILLINGNESSTOCO-OPERATE+ - INFLUENCE +
    • 14. #3–Forgelong-termrelationships
    • 15. #4–Show,don’ttell
    • 16. #5–Providecontext
    • 17. #6–Activelysolicitfeedback
    • 18. #7–Createsenseofownership
    • 19. Beware the pitfalls • Rhetoric not matching reality • Pushing too hard • Not listening • Not managing expectations • Not framing discussions properly • Poor moderation • Unprepared for risks
    • 20. Assessing online reputation risks MODERATE High likelihood, low impact SEVERE High likelihood, high impact LOW Low likelihood, low impact HIGH Low likelihood, high impact -Likelihoodofissue/risk+ - Impact of issue/risk +
    • 21. Responding to online comments
    • 22. Recap 1. Listen, listen, listen 2. Focus on those that matter 3. Show, don’t tell 4. Provide context 5. Actively solicit feedback 6. Create sense of ownership 7. Forge long-term relationships 8. Beware the pitfalls and manage the risks
    • 23. QUESTIONS? COMMENTS? SUGGESTIONS?
    • 24. CONNECT WITH ME: @cpownall charliepownall.com