The Rise of Social Government


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This webinar presents promising practices from, "The Rise of Social Government," a report from the University of Pennsylvania's Fels Institute of Government, based on a survey of over 100 cities and 20 in-depth interviews with government administrators about their uses of social media.

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The Rise of Social Government

  1. 1. The Rise of Social Government May 8, 2012Presented by: Made possible by:
  2. 2. Maximizes direct connections with Knowledge network across all the public through digital levels of Government communications. • Prominent in the U.S. and • More than 500 public sector International organizations manage their digital communications though GovDelivery • 50,000+ Members • More than one billion messages are sent quarterly by government • Specialized Communities with agencies through GovDelivery 6 different topics: i.e. Communications and Technology • 30,000 people sign up every day through GovDelivery to receive digital messages from the government2
  3. 3. Today’s Presenters Eric Rabe Katherine Parker Lauren Hansen-Flaschen
  4. 4. About the Fels Institute of Government• Fels: Since 1937 preparing graduate students for leadership in city, state and federal government.• Research & Consulting brings expertise of professionals and creativity of grad students to public problem-solving• 1,400 projects over 75 year history
  5. 5. Today’s Webinar Topics• Key Findings & Promising Practices Local Government Use of Social Media Social Media as a Service Monitoring Social Media• Questions & Answers
  6. 6. Polling Question #1
  7. 7. What Defines Social Media? Social Media is... • Interactive...not Authoritative • Personal...not Institutional • Narrowcast through networks...not broadcast • Used by 47% of American adults (2011 Pew Research Center)
  8. 8. 2009 Social Media Report• Face your fears• Manage• Get your team straight• Build your audience• Find your voice• Self-evaluate• Get started
  9. 9. 2011 Report: What We Studied• Most comprehensive study so far of Social Media in local government• 108 surveyed cities & 21 in-depth interviews (summer 2011)• Identifies data, case studies and promising practices• Available for Free download from the Fels website in May 2012
  10. 10. What We Found• Social Media is growing despite tight budgets• Cities use Social Media to meet core operational goals• Not just for communications anymore• Cities are actively monitoring Social MediaFels Research, 2011
  11. 11. Local Government Use of Social Media Twitter and Facebook lead the pack … but mobile applications are gaining speed 0 20 40 60 80 100 Percent Adopting Social Media ToolFels Research, 2011
  12. 12. Other Technologies Local Governments Deploy• FourSquare• QR Codes• Mobile apps City of West Palm Beach, Florida. “WPB Connect,” iPhone Screenshot
  13. 13. Polling Question #2
  14. 14. Social Media As a Service90% of cities “use Social Media for an activity other than communications”• Economic Development• Political Engagement/Policy Feedback• Emergency Management• Service Operations/ResponseFels Research, 2011
  15. 15. Implementation: Promising Practices“Government offices report that it is critical to assess new social media before implementing the tools into existing work processes”• Identify objectives• Determine a strategy• Listen to existing conversations• Carefully assess resources• Reach out to peer cities and conduct research
  16. 16. Polling Question #3
  17. 17. Monitoring Social Media Activity“Cities are beginning to proactively monitor social media sites for issues, discussions or related information”• 65% of cities report monitoring Social Media on an hourly or real-time basis• Cities monitor: • Demographics • Trending topics • Keywords • Specific conversations • Other organizationsFels Research, 2011
  18. 18. Monitoring: Promising PracticesMonitoring social media can be bolstered through a five step strategy:• Identify a lead person• Diversify the scope or your monitoring• Create a checklist of keywords• Utilize the various technologies available• Be comfortable with trial and errorFels Research, 2011
  19. 19. Monitoring: Tools to Monitor and ManageSocial Media ActivitiesCities report using a number of social media management tools, including:• Hootsuite• Google Reader• Facebook Insights• Tweetdeck• Addict-o-matic•• SeeSemicFels Research, 2011
  20. 20. Polling Question #4
  21. 21. Recap: Social Media Promising PracticesApplication & Monitoring: Implementation:• Beyond communications • Monitor daily• Setting goals and • Diversify the scope strategies • Consider online tools• Access resources • Experiment & refine• Think mobile Fels Research, 2011
  22. 22. Q&A
  23. 23. THANK YOUCONTACT INFORMATIONEric Rabe, Senior Advisoreric.rabe@verizon.netKatherine Parker, Associate Consultantkpparker@sas.upenn.eduLauren Hansen-Flaschen, Associate Consultantl.hansenflaschen@gmail.comKEY WEBSITES2009 Fels Social Media report Research & Consulting Website