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Social Media: Government organization development
 

Social Media: Government organization development

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Overview on how to gear Governments for Social Media

Overview on how to gear Governments for Social Media

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    Social Media: Government organization development Social Media: Government organization development Presentation Transcript

    • Organizational DevelopmentAn overview for Government
      iGo2 Group Pty Ltd – Providing you smart integrated responsible social technology solutions
    • Agenda
      Creating a successful social media department
      Organization Structure
      Recruiting your team
      Start strategically
      iGo2 Group Pty Ltd – Providing you smart integrated responsible social technology solutions
    • Learning Objectives
      Citizen engagement is an important element of government service delivery, and online tools may provide a unique opportunity to engage.
      It is important that our agencies not only focus on using tools because they exist; they need to think through how these tools can support deep engagement, and create conditions that allow citizens to participate in a meaningful and impactful way.
      Learn to build a social media team inside and outside state government
    • The Organization Model
    • STOP !!!!
      You cannot tweet and chat with your citizens without the involvement of specific departments (e.g. Police, Fire, Emergency Services,..)
      You cannot discuss topics in a forum without the involvement of your support teams
      You cannot have a citizen service dialog without the participation of your service delivery departments
      You cannot explore trends and demands without the inclusion of services procurement department
    • From a vertical to a horizontal structure
      PAST
      A small group maybe in communication focusing on social media
      Managing the social media places and spaces and engaging with the communities
      Posting blog posts, dealing with comments and taking care of the communities
      The rest of the government departments continue with business as usual
      Today
      The Social Media Service Team (ComStar™)
      Works as an internal service team supporting all relevant departments
      The whole of government develops a more connected approach organically
      This team may reside in communication or technology, but not necessarily
    • The Organization Model
      Moving away from the early “Social Media Team” that sits in communication and blogs and tweets
      The social media service team services and supports the various departments
      Various Departments as they gather information for future services generation or launching new services…
      The citizen service team with social techniques, customer data, social media site support…
      The communication team with events and other public relation initiatives, social media market data…
      The HR team with social media supported talent search techniques and inputs
      iGo2 Group Pty Ltd – Providing you smart integrated responsible social technology solutions
    • Social Media Team Responsibility
      The social media teams may grow and have different objectives, tasks, responsibilities and support different departments
      Similar to Finance and IT, the Social Media Team will service all aspects of an organization’s ecosystem
      The core responsibilities include:
      Initial and ongoing assessment
      Managing the social media strategy
      Orchestrating internal and external resources around the demand of the ecosystem
      Managing and reporting progress and achievements
    • Social Media Services Manager
      Rough job description
      Initial social media audit / assessment
      Ongoing social media monitoring
      Acting community manager for the active citizen communities
      Train and guide service organization in online responses to citizen requests
      Train and guide departmental managers in leveraging the social web for service delivery requirements gathering
      Train and guide Communication and PR managers to conduct citizen analysis and service sentiment reports and collaborate with the rest of the departments to improve citizen engagement
    • Setting up an X-Team
    • The X-Team
      The X-Team is the initial group of people helping pull off a social media initiative
      Integrating representatives from the actual ecosystem (citizen) is a MUST
      External people means it goes Xrossdepartment boundaries hence X-Team
    • X-Team Responsibility
      Being part of the Social Media strategy early on – right when the decision is made to engage in social media
      Have the X-Team work on the strategy and take ownership
      The main tasks are
      Formulate a strategy
      Create an execution plan
      Help execute the strategy
      Become key advocates for the whole project
    • Start strategically
    • Some of the key methodologies
      Four Quadrant Assessment Methodology
      Citizen, Service, Partner, Competition
      Hexagon Strategy Framework
      Goals, Mission, Benefits, Action, Programs, Reporting
      NCP Model
      Network – Contribution – Participation
      Organization Model
      A Social Media Service Architecture
      Advocacy Driven Engagement Model
      Advocacy is the currency for citizen satisfaction and department success
    • Questions & Answers