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2013 ipsi social media and public works

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  • Social Media and Public Works
  • Introductions:Dave LawryPam Broviak
  • What is social media?
  • How does your agency currently communicate public works activities with your community?
  • So, what do you think about the use of social media for public works? Good? Bad? Indifferent? Example of why you have developed that opinion?
  • Let’s look at a few official definitions of social media from Wikipedia, Merriam Webster dictionary and the Urban Dictionary
  • Break
  • Group discussionsWe are discussing two different communications that took place on social media sites. The first is the Elgin Blizzard of Feb 2011. The communications were initiated by the city of Elgin and took place on the city’s Facebook page. Following the worksheet, consider and answer the questions based on your assessment of the situation and your own experiencesThe second example involved discussions over a traffic problem and the implementation of a solution in the city of Peru. The discussion was initiated by the public and the media and took place on the city’s Facebook page, a newspaper’s Facebook page, and a citizen’s blog. Following the worksheet, consider and answer the questions based on your assessment of the situation and your own experiences
  • Break
  • Next we are going to explore opportunities, technologies, tools, and organizational use of social media. We will also touch on some challenges we face in sending out communications through social media. We will then finish up with a quick self assessment of our own agencies use of social media as a communication tool.
  • As we begin exploring how best to use social media for communication, here are a few good things to remember. Technology is increasing at an exponential rate not only at work, but in all aspects of our lives. The importance of communication has increased. And finally the rules we used to know and work with have changed.
  • As we begin develop good communication, there are several key factors to cover:Your message – what do you need to say or what do you need to hear?Your audience – to whom are you directing your message or from whom do you expect to receive messages?Timing – when do you need to communicate your message?Platform – on what platform or in what format do you need to communicate?
  • Preparedness info, emergency updates/forecasts, traffic updates, road closures, outages, shelter, hazards, grants, support
  • This shows an example of a city and county government agency making use of Twitter during the Colorado flooding. Their post conveys information about a road closure due to the flooding. They have also attached a photo which shows just how bad the damage is.
  • Public services: availability, disruptions, schedules, cost, payment information, improvements, guidelines
  • This is an example of a water utility making use of a live web mapping application. The map shows where leaks have been reported and where work or projects are going on or are planned.
  • Public plans and improvements: project description, purpose and need, timeline, disruptions, general information, status updates
  • This is an example of an agency using blog posts to update the public about projects.
  • Public events: description, schedule
  • This is an example of a government agency using Flickr to show photos from events
  • Education and Training: policies, procedures, safety, civic duty and responsibility,
  • The Puget Sound partnership arranged for the production of this video to teach people about picking up after their pet.
  • When planning communication identify your audience. Typically we are reaching out to the public, other govt agencies, volunteers, and support agenciesDetermine the platform or format through which the message will be conveyed: some examples are Twitter, blogs, radio, television, websites, video, mapping sites, newspapers, brochures, Facebook, email, mailingsIdentify the optimum timing for your communication.
  • Keep in mind challenges you face in developing and sending out your message. Educate your agency on who will develop and who will convey the message, how they will develop and convey it, on what platform it will be sent, and the limitations on the methods through which messages can be sent.If you communicate only sporadically or do not update or maintain your communications, you risk losing your audience’s interest or trust.If you choose to only send out messages and not engage, keep in mind that this can be perceived as being unresponsive.
  • There will be competing messages out there. During Hurricane Sandy, there were many rumors. FEMA set up a rumor page highlighting the “competitions’” messages and explaining how they were or were not true.Develop a plan based on your ability to post or not post on all platforms where the public will expect you to convey messages. If you are not where they expect it, plan for how to explain this or how to get messages there if possible.Many times the public has an inherent distrust of government messages. Keep this in mind as you develop your communications.Finally, talk to your attorney and ensure that your communications follow all legal policies and laws.
  • The graphic here shows how one student answered this question. Did he do it correctly?It is very important to remember your communications will be received according to the audience’s perspective and understanding. Try to put yourself in their place when developing the message. You can always have a test group available to screen messages for this purpose. Also consider their position or background if they have responded to your message.
  • Now that we’ve gone through analyzing what others have or have not done and we’ve looked into where and when communications are necessary, let’s hear from all of you what you think your organization is doing right.
  • What do all of you think your organization is doing wrong?
  • What are your specific challenges in developing and sharing good communication through social media?
  • So, what do you think about the use of social media for public works? Good? Bad? Indifferent? Example of why you have developed that opinion?
  • Finally, thank you very much for allowing us to explore this topic with all of you. Here is our contact information. Does anyone have any questions?

Transcript

  • 1. Social Media and Public Works
  • 2. Dave Lawry, P.E. Chastain and Associates LLC Pam Broviak, P.E. Illinois Dept. of Transportation SOCIAL MEDIA and PUBLIC WORKS
  • 3. SOCIAL MEDIA and PUBLIC WORKS What is Social Media?
  • 4. SOCIAL MEDIA and PUBLIC WORKS How does your agency currently communicate public works activities with your community?
  • 5. SOCIAL MEDIA and PUBLIC WORKS What do you think about the use of social media for public works?
  • 6. SOCIAL MEDIA and PUBLIC WORKS Definitions of Social Media Wikipedia – “Social media refers to the means of interactions among people in which they create, share, and/or exchange information and ideas in virtual communities and networks.” Merriam Webster – “forms of electronic communication (as Web sites for social networking and microblogging) through which users create online communities to share information, ideas, personal messages, and other content (as videos).” Urban Dictionary – “participatory online media that utilizes the group to write and direct content, rather than a read-only media. Allows for direct contact between participants.”
  • 7. BREAK (Tick Tock!) SOCIAL MEDIA and PUBLIC WORKS
  • 8. Group Discussions • Elgin Blizzard • Peru Traffic Problem SOCIAL MEDIA and PUBLIC WORKS
  • 9. SOCIAL MEDIA and PUBLIC WORKS BREAK (Tick Tock!)
  • 10. • Opportunities • Technologies • Social Media Tools • Organizational Use • Challenges • Self Assessment SOCIAL MEDIA and PUBLIC WORKS
  • 11. Technology in our lives is increasing at an exponential rate The importance of communication has increased The rules have changed SOCIAL MEDIA and PUBLIC WORKS
  • 12. Keys to good communication SOCIAL MEDIA and PUBLIC WORKS
  • 13. Public Safety - Emergencies SOCIAL MEDIA and PUBLIC WORKS Messages • traffic updates • road closures • Outages • Shelter • Hazards • Grants • Support • emergency updates/forecasts
  • 14. Public Safety - Emergencies SOCIAL MEDIA and PUBLIC WORKS Twitter Example
  • 15. Public Services SOCIAL MEDIA and PUBLIC WORKS Messages • Availability • Disruptions • Schedules • Cost • payment information • Improvements • guidelines
  • 16. Public Services SOCIAL MEDIA and PUBLIC WORKS Live Mapping Example
  • 17. Public Plans & Improvements SOCIAL MEDIA and PUBLIC WORKS Messages • project description • purpose and need • Timeline • disruptions • general information • status updates
  • 18. Public Plans & Improvements SOCIAL MEDIA and PUBLIC WORKS Blogging Example
  • 19. Public Events SOCIAL MEDIA and PUBLIC WORKS Messages • Description • schedule
  • 20. Public Events SOCIAL MEDIA and PUBLIC WORKS Flickr Example
  • 21. Education/Training SOCIAL MEDIA and PUBLIC WORKS Messages • Policies • Procedures • Safety • civic duty and responsibility
  • 22. Education/Training SOCIAL MEDIA and PUBLIC WORKS http://youtu.be/jDh12w-jcfs
  • 23. Audience SOCIAL MEDIA and PUBLIC WORKS Platform Timeline
  • 24. Challenges • Education – who, how, where, and if • Inconsistent use – Sporadic use of social media; sites not maintained or updated • Responsiveness – Information is posted; no one responds to questions or comments posted SOCIAL MEDIA and PUBLIC WORKS
  • 25. Challenges • Competing messages – everyone is a publisher • Competing platforms – not found on every platform or in every online community • Trust - no public trust of information • Legal SOCIAL MEDIA and PUBLIC WORKS
  • 26. Perspective & Understanding SOCIAL MEDIA and PUBLIC WORKS From the Sept. 27, 2013, post by: http://www.949thebull.com
  • 27. SOCIAL MEDIA and PUBLIC WORKS What is your organization doing right?
  • 28. SOCIAL MEDIA and PUBLIC WORKS What is your organization doing wrong?
  • 29. SOCIAL MEDIA and PUBLIC WORKS What are the challenges to use of social media in your community?
  • 30. SOCIAL MEDIA and PUBLIC WORKS What do you think about the use of social media for public works?
  • 31. Thank You! Questions? Pam Broviak, PE Public Works Group pwg@publicworksgroup.com Twitter: http://www.twitter.com/pbroviak LinkedIn: http://www.linkedin.com/in/pbroviak Slides at: http://www.slideshare.net/publicworksgroup Dave Lawry, PE Chastain & Associates dlawry@hlcllp.com http://www.linkedin.com/pub/david-lawry/17/157/b20 http://www.twitter.com/dlawry SOCIAL MEDIA and PUBLIC WORKS