Fostering Social Media Communities

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How to encourage participation in government social media communities and manage negativity on social media pages while still complying with public records policies.

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Fostering Social Media Communities

  1. 1. Fostering Online Communities On your Blog Facebook Page Twitter Feed
  2. 2. Background <ul><li>R+L Carriers </li></ul><ul><li>State Government agency </li></ul><ul><li>Carmine Media </li></ul><ul><li>County Site Administrator </li></ul>
  3. 3. Facebook <ul><li>More than 700 million active users </li></ul><ul><li>Average user creates 90 pieces of content each month </li></ul><ul><li>Average user is connected to 80 community pages, groups and events </li></ul><ul><li>More than 150 million active users accessing through mobile device. </li></ul>Carmine Media | Social Media Consultation| Web Marketing | Blogging
  4. 4. Twitter <ul><li>More than 100 million users </li></ul><ul><li>300,000 signing up per day </li></ul><ul><li>55 million tweets per day </li></ul><ul><li>600 million searches per day </li></ul><ul><li>Busiest from 9-5 M-F </li></ul>Carmine Media | Social Media Consultation| Web Marketing | Blogging
  5. 5. Blogging Carmine Media | Social Media Consultation| Web Marketing | Blogging <ul><li>Multiple blogging platforms </li></ul><ul><li>Easy and free setup </li></ul><ul><li>Customizable </li></ul><ul><li>Comment and spam control </li></ul><ul><li>Connect to Twitter and Facebook </li></ul><ul><li>Custom URL </li></ul>
  6. 6. Interactivity
  7. 7. Engage your Blog Readers <ul><li>Publish regularly </li></ul><ul><li>Pay close attention to article titles </li></ul><ul><li>Share links with other blogs </li></ul><ul><li>Write posts with a call to action </li></ul><ul><li>Promote your blog! </li></ul><ul><li>Guest blog on other sites </li></ul>
  8. 8. Engage your Tweeps <ul><li>Create content worth RTing </li></ul><ul><li>Respond quickly to mentions </li></ul><ul><li>Ask questions </li></ul><ul><li>Link to Facebook and blog posts </li></ul><ul><li>Post photos and videos – photo of the day </li></ul>
  9. 9. Engage your Facebook Community <ul><li>Create content worth sharing </li></ul><ul><li>Use photos and videos of events </li></ul><ul><li>Use FB questions for polls </li></ul><ul><li>Use events </li></ul><ul><li>Respond to comments </li></ul><ul><li>Tag other agencies or fans </li></ul><ul><li>Add a like box to your website </li></ul>
  10. 10. Chaos!!!!
  11. 11. Embrace the Chaos <ul><li>Complaints </li></ul><ul><li>Praise </li></ul><ul><li>Customer Service </li></ul>Hunt, T. The Whuffie Factor
  12. 12. Dealing with Mistakes <ul><li>Three Common Mistakes </li></ul><ul><li>Wrong Pipe </li></ul><ul><li>Poor Judgment </li></ul><ul><li>TMI </li></ul>
  13. 13. Wrong Pipe <ul><li>Appropriate response </li></ul><ul><li>Reaction should be rational and reasonable. </li></ul>
  14. 14. Poor Judgment <ul><li>Kenneth Cole </li></ul>
  15. 15. TMI <ul><li>Tweet by Ketchum executive visiting FedEx – a client </li></ul>
  16. 16. Comment Policies <ul><li>Include a social media page on your website </li></ul><ul><li>Add a policy to your Facebook page </li></ul><ul><li>Examples: </li></ul><ul><ul><li>EPA </li></ul></ul><ul><ul><li>U.S. Army </li></ul></ul><ul><ul><li>Missouri Department of Conservation </li></ul></ul><ul><ul><li>Florida State Parks </li></ul></ul>
  17. 17. Dealing with Negative Comments <ul><li>Be aware of them! </li></ul><ul><li>Are the comment true? </li></ul><ul><li>Be honest! </li></ul><ul><li>Thank them for commenting </li></ul><ul><li>Delete only if necessary and stated in policy </li></ul><ul><li>Follow all public record retention rules </li></ul>
  18. 18. Removing Posts <ul><li>Blog and Facebook </li></ul><ul><ul><li>Set comments to approve before posting </li></ul></ul><ul><ul><li>Ask user to repost </li></ul></ul><ul><ul><li>Committee review </li></ul></ul><ul><ul><li>Err on the side of caution </li></ul></ul><ul><ul><li>Hide them </li></ul></ul>
  19. 19. Archiving for Public Records <ul><li>Check your public record request guidelines for record retention laws </li></ul><ul><li>Screenshots </li></ul><ul><li>Email notifications </li></ul><ul><li>Spreadsheets/Word documents </li></ul><ul><li>Tweetbackup.com </li></ul>
  20. 20. Who should Moderate your Site?
  21. 21. Who Should Be Responsible <ul><li>Media Staff </li></ul><ul><li>General Inquiry </li></ul><ul><li>Everyone! </li></ul><ul><li>Choose wisely </li></ul>
  22. 22. References <ul><li>EPA: http:// www.epa.gov/epahome/commentpolicy.html </li></ul><ul><li>U.S. Army: http:// www.facebook.com/USarmy?sk =info </li></ul><ul><li>Florida State Parks http:// www.facebook.com/FLStateParks </li></ul><ul><li>Missouri Department of Conservation: http:// www.facebook.com/MDCOnline?sk =app_4949752878 </li></ul><ul><li>U.S. General Services Administration Guide to official use of Social Media (26 pg document): http://www.gsa.gov/graphics/staffoffices/socialmedianavigator.pdf </li></ul><ul><li>Government Best Practices guide: https://facebook-inc.box.net/shared/idnp0hs026 </li></ul>
  23. 23. Questions? Connect with me! <ul><li>Twitter : @suereynolds </li></ul><ul><li>Web : Carminemedia.com </li></ul><ul><li>Facebook : /carminemedia </li></ul><ul><li>LinkedIn : suesreynolds </li></ul>

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