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Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009
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Social Media for the Public Sector presentation - Connected Nottingham - 3 December 2009

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  • Twitter example – council news release to approx 100 follower RSPB follow us – they comment to their 765 followers
  • Twitter example – council news release to approx 100 follower RSPB follow us – they comment to their 765 followers
  • Twitter example – council news release to approx 100 follower RSPB follow us – they comment to their 765 followers Scc retweet to 478 followers (total 1243)
  • Twitter example – council news release to approx 100 follower RSPB follow us – they comment to their 765 followers Scc retweet to 478 followers (total 1243)
  • Twitter example – council news release to approx 100 follower RSPB follow us – they comment to their 765 followers Scc retweet to 478 followers (total 1243)
  • Transcript

    • 1. Social media and public sector communications - protecting and developing your reputation online Simon Wakeman 3 December 2009
    • 2. social networks
    • 3. we learnt… • more than just an online billboard • invest time in interacting and responding • need to offer value to community • social networks effective for issues that people actually care about?
    • 4. twitter
    • 5. Medway Council 100
    • 6. RSPB Medway Council 765 100
    • 7. SCC 478 RSPB Medway Council 765 100
    • 8. SCC 1243 people 478 RSPB Medway Council 765 100
    • 9. SCC RSPB Medway Council
    • 10. we’re learning… • to provide interesting content • to maximise shareability • to be human • to monitor and respond
    • 11. social media relations
    • 12. we learnt… • role of social media monitoring in issues management • be ready to engage when appropriate • we needed to think about how to deal with this kind of thing...
    • 13. social media relations
    • 14. influencing reputation through direct two-way social media communications
    • 15. influencing reputation through direct two-way social media communications
    • 16. influencing reputation through direct two-way social media communications
    • 17. three steps to effective social media relations
    • 18. 1. Monitoring
    • 19. the local online audit
    • 20. effective online monitoring
    • 21. what to monitor • place names • people’s names (members, staff, community) • key issues and identified risks • campaign-specific terms
    • 22. www.google.com/alerts
    • 23. search.twitter.com www.tweetbeep.com
    • 24. www.technorati.com www.blogpulse.com
    • 25. www.icerocket.com www.socialmention.com www.backtype.com
    • 26. bit.ly/UJJP boardreader.com
    • 27. but... www.facebook.com/search
    • 28. • News - mainstream news and editorial outlets • Blogs • Social - includes Facebook public data, Twitter, and FriendFeed. • Forums - online groups and forums • Comments - all mentions found in blog comments • Video - YouTube, and mentions/comments from other known online video sites • Images - Flickr and other popular online image sites www.filtrbox.com
    • 29. 2. Assessment
    • 30. • size of community/group involved SCALE / • rate of growth TREND? • relative influence WHO? CONTEXT? ABILITY TO RESPOND?
    • 31. • size of community/group involved SCALE / • rate of growth TREND? • relative influence WHO? CONTEXT? ABILITY TO RESPOND?
    • 32. • size of community/group involved SCALE / • rate of growth TREND? • relative influence of group WHO? CONTEXT? ABILITY TO RESPOND?
    • 33. • who’s involved? SCALE / • relative influence (offline / online) TREND? • position in network? WHO? CONTEXT? ABILITY TO RESPOND?
    • 34. • who’s involved? SCALE / • relative influence (offline / online) TREND? • position in network? WHO? CONTEXT? ABILITY TO RESPOND?
    • 35. • who’s involved? SCALE / • relative influence (offline / online) TREND? • position in network? WHO? CONTEXT? ABILITY TO RESPOND?
    • 36. • who’s involved? SCALE / • relative influence (offline / online) TREND? • position in network? WHO? CONTEXT? ABILITY TO RESPOND? ...but what about customer service and link to reputation?
    • 37. • the bigger picture SCALE / • fit with protocols / rules TREND? • consistency with other channels WHO? CONTEXT? ABILITY TO RESPOND?
    • 38. • the bigger picture SCALE / • fit with protocols / rules TREND? • consistency with other channels WHO? CONTEXT? ABILITY TO RESPOND?
    • 39. • the bigger picture SCALE / • fit with protocols / rules TREND? • consistency with other channels WHO? CONTEXT? ABILITY TO RESPOND?
    • 40. • how could you respond? SCALE / • what channels do you have available? TREND? • can you respond in time? WHO? CONTEXT? ABILITY TO RESPOND?
    • 41. 1.Ignore 2.Monitor and review 3.Respond
    • 42. 3. Action
    • 43. PROTOCOLS ROLES CHANNELS • clear, understood social media policy for staff (at work and at home) • good examples at http://socialmediagovernance.com/policies.php • make sure other policies are consistent (eg ICT, HR) • have an agreed system for handling social media relations
    • 44. PROTOCOLS ROLES CHANNELS • who is responsible for social media relations? • what skills / competencies are needed for this role? • working with customer service teams
    • 45. PROTOCOLS ROLES CHANNELS • in public vs in private • respond at source? • use existing council presences to reply? • be ready to engage in a long and spreading debate...
    • 46. more than just communications • disruption of traditional hierachies/elites • digitally-enabled community groups • duty to involve / promote democracy • more collaborative and participative future for local government
    • 47. simon@simonwakeman.com +44 (0) 7771 701902 twitter: simonwakeman

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