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The State of Social Media in Federal Government - April 2012


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Presentation delivered for the Chicago Federal Executive Board.

Presentation delivered for the Chicago Federal Executive Board.

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  • 1. The State of Social Mediain GovernmentAndrew KrzmarzickGovLoop Community Manager
  • 2. It was 2008. We were all excited.
  • 3. Myself included:One Part Professor One Part Cheerleader
  • 4. For the last 2 years:One Part Player One Part Coach
  • 5. What it takes to win with social media: Coaches, Core Team, Cheerleaders
  • 6. What is social media?“media for social interaction, using highly accessible andscalable communication techniques…web-based andmobile technologies to turn communication intointeractive dialogue.”“a reflection of conversations happeningevery day, whether at the supermarket, a bar, the train,the water cooler or the playground. It just allows for thoseconversations to reach a broader audience…”
  • 7. How do Americans use social media? AGE Source:
  • 8. Who uses social media more? OR ? Source:
  • 9. Who uses social media? GENDER Source:
  • 10. Who uses social media? GENDER
  • 11. Who uses social media? GENDER Source:
  • 12. Who accesses more by phone? OR OR ? Source:
  • 13. 51% of Hispanics vs. 46% of Blacks …use their phones to access the internet vs. 33% of WhitesSource:
  • 14. 36% of Hispanics vs. 33% of Blacks …use their phones to access social media vs. 19% of WhitesSource:
  • 15. Key Takeaways•  It’s not just for young people•  Citizens recognize its value•  Information reaches broader audiences
  • 16. Thoughts? Reactions?
  • 17. You are not (yet) behind the curve! of Federal Agencies started using Social Media within the last 2+ years. of Federal Agencies have started using Social Media within the last year. Source: Market Connections 2011 Social Media in the Public Sector Study, Oct. 2011
  • 18. Agencies are allowing access now 2010: 55% of respondents said their agencies were blocking access to Social Media channels 2011: 19% of respondents said their agencies were blocking access to Social Media channels Source: Market Connections 2011 Social Media in the Public Sector Study, Oct. 2011
  • 19. Top 5 Federal Uses of Social Media Communicate Informed Internal with Citizens andDecision Making Collaboration Other Agencies Research/ Marketing and Information Promotion Gathering Source: Market Connections 2011 Social Media in the Public Sector Study, Oct. 2011
  • 20. Informed Decision Making Online community of government colleagues Communicate with helping each other Other Agencies to do their jobs better. Research /Information Gathering 55,000 Members•  Federal, state and local employees•  Contractors, non-profits, academia Marketing and•  International (Canada, UK, Australia, etc.) Promotion
  • 21. Problem:Millions of government employees working onsimilar issues…but how do they connect?Solution:Knowledge network where government employeesconnect, learn and share: real-time + repository
  • 22. Member OverviewTop 10 Agencies on GovLoop Federal Government1.  Dept. of Defense2.  Dept. of Health & Human Services 12.48% State Government3.  Dept. of Agriculture4.  Dept. of Veterans Affairs 9.18%5.  Dept. of Homeland Security Local Government6.  General Services Admin. 14.83% 50.37 %7.  Dept. of Commerce Industry/Gov’t8.  Environmental Protection Agency Contractors9.  Dept. of Transportation 13.14 % Other (i.e. non-profit,10.  Dept. of Labor academia & Total # of Agencies: 37 International Gov’t) Average Age:
  • 23. “Knowledge Network” Vehicles: Value: •  Share and find best practices •  Blogs •  Answer questions quickly •  Forums •  Solve problems faster •  Groups •  Learn from peers and experts
  • 24. “Knowledge Network”
  • 25. “Knowledge Network”
  • 26. “Knowledge Network” Partners With:
  • 27. 2 Ways You Can Derive Organizational Value from GovLoop
  • 28. 1. Get Feedback
  • 29. Summarized salient input:
  • 30. 2. Highlight / honor successHow can we help you (help each other)?
  • 31. Your Knowledge Network•  How can we highlight your great work?•  How can we honor your success?•  How can we help you connect/collaborate?
  • 32. 5 Mega Trends with Social Media and Government**Source:ç
  • 33. 1. The cry for transparency “This is a terrible time to be a control freak” – Hillary Clinton, U.S. Secretary of State•  broad recognition that government information belongs to the people•  technology is enabling a new wave of sharing•  Best practice: U.S. Goverment Printing Office site o  volumes of documents now available at visitor finger tips *Source:ç
  • 34. 2. Citizen engagement “The opportunity of social media and government is not economic or technological. It’s emotional.” — Aneesh Chopra, Former CTO of the U.S. Government• rewards citizens with cash prizes for solving government problems•  Crowd-sourced budgeting processes•  NASA has a range of programs encouraging active participation in agency project – customize your own NASA project page *Source:ç
  • 35. 3. Humanizing government “Social media is not a second website, it’s a community.” — Tristram Perry, U.S. State Department•  people are people, brands are building an emotional connection•  citizens are expecting government to do the same•  City of Reno poked fun with YouTube videos, crooked Christmas tree.•  U.S. Embassy, Jakarta = more Facebook fans than all embassies combined: o  Spark discussion and give people a reason to belong. o  Customize your information for your audience. o  Develop unique, engaging content. o  Post regularly. o  Set goals and reassess them periodically. *Source:ç
  • 36. 4. Crisis management *Source:ç
  • 37. 5. Real-time response (and mobile)•  in private sector, there are many case studies about companies using social media as an effective tool to solve problems in real-time•  these practices are being adopted by state and city (and federal) governments.•  with a tweet or text (or an app) — potholes, broken street lights and other issues are being reported and fixed.•  311-Twitter service in San Franciso, for example, has answered over 7 million calls and thousands of more requests online. Why wouldn’t citizens expect national governments to do the same? *Source:ç
  • 38. 5 Quick Tips(3 external, 2 internal)
  • 39. 1. Aim for an Integrated Approach
  • 40. 2. You Don’t Have to Do It All Test => Learn => Iterate
  • 41. 3. Leverage Existing Resources * from Federal CIO Council
  • 42. 4. Don’t Say “No”, Part 1*•  Goal: not to say “No” to social media websites and block them completely, but to say “Yes, following security guidance,” with effective and appropriate information assurance security and privacy controls.•  Focus on user behavior, both personal and professional, and to address information confidentiality, integrity, and availability when accessing data or distributing government information. * from Federal CIO Council
  • 43. 5. Don’t Say “No”, Part 2*•  Provide periodic awareness and training of policy, guidance, and best practices: ü what information to share, with whom they can share it, and what not to share. ü mindful of blurring their personal and professional life - don’t establish relationships with working groups or affiliations that may reveal sensitive information about their job responsibilities. ü Operations Security (OPSEC) awareness and training to educate users about the risks of information disclosure and various attack mechanisms * from Federal CIO Council
  • 44. @krazykriz AndrewKrzmarzick