Local Gov2.0: Transforming Local Government With Social Media and Web 2.0


Published on

A presentation to the Australian Local Government Financial Professionals association on the benefits to local government when social media is correctly implemented. Provides a framework and roadmap for implementation and case studies

Published in: Technology, Business
  • Be the first to comment

No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide

Local Gov2.0: Transforming Local Government With Social Media and Web 2.0

  1. 1. Local Gov2.0: Transforming Local Government With Social Media and Web 2.0 <br />FinPro Conference, March 2011<br />Fergal Coleman<br />Twitter @symphony3think<br />www.symphony3.com/finpro<br />www.symphony3.com<br />
  2. 2. Worldwide Society is Changing<br />In 2009, 1 out of 8 married <br />couples in the US met online<br />
  3. 3. Worldwide Society is Changing<br />In four years to 2010, newspaper <br />ad revenue dropped by 44.24%<br />Revolution is Everywhere<br />1 out of 8 married <br />couples in the US met online<br />Manufacturing to China,<br />Services to India, Philippines,<br />Eastern Europe, etc<br />
  4. 4. Revolution or Revolutions?<br />“Every generation needs a new revolution.” <br />Thomas Jefferson<br />We are witnessing multiple revolutions right now…<br /> “Revolution doesn’t happen when society adopts new technology, it happens when society adopts new behaviours “ <br />Prof. Clay Shirky author “Here Comes Everybody”<br />
  5. 5. Revolutions can be scary!<br />They are also very exciting!<br />
  6. 6. In the next 45 minutes…<br />Social Media is<br />More than setting up Facebook and Twitter pages<br />Not just for kids<br />Here to stay<br />Will make your organisation more efficient (internally)<br />Will help you engage your community much more effectively<br />I’ll show you how to <br />Embrace it<br />Integrate it in your day to day operations<br />
  7. 7. What is Social Media (and Web 2.0)<br />Social media is based on the integrations/conversations between different people online and for organisations to become part of this they need to move from a monologue to a dialogue<br />Technology<br />is merely the<br />conduit for people to:<br />Create<br />Connect<br />Collaborate<br />React<br />Organise<br />
  8. 8. So Why Now? The Perfect Storm<br />
  9. 9. What are others doing? Examples<br />
  10. 10. Examples - Australia<br />Kate Lundy named a winner of the International Top 10 People Changing the World of Internet and Politics at the 11th World eDemocracy Forum<br />http://vimeo.com/4470529<br />
  11. 11. Examples: Australia<br />http://queenslandfloods.crowdmap.com/<br />http://vimeo.com/4470529<br />
  12. 12. There are also good financial reasons<br />“Companies using the web intensively gain greater market shares and higher margins”<br />- “The Rise of the networked enterprise: Web2.0 finds its payday” – McKinsey Quarterly Dec. 2010<br /> Some averages from report<br />20% decrease in travel costs<br />20% improvement in marketing effectiveness<br />10% reduction in operational costs<br />15% decrease in marketing costs<br />18% increase in customer satisfaction<br /> “Smartphone-carrying mobile (government) employees reported an average time savings/productivity gain of 54 minutes per day.”<br />- NetworkWorld http://www.networkworld.com/news/2008/101508-federal-employees-mobile-work.html<br />
  13. 13. Change is happening but local government is behind<br />
  14. 14. Case Study: Kingston City Council<br />“In the past we (local government) told the community what we were doing, we have now evolved to engaging the community in what we propose to do, but the expectation of the community today is that not only will they be engaged but they will directly influence and they will have control over what happens. This is not an unreasonable expectation.”<br />John Nevins, CEO, City of Kingston.<br />
  15. 15. Getting Started?<br />Leadership commitment and vision<br />Open up to new technologies<br />Commitment to change behaviours<br />Commitment to loss of control<br />Get Started!<br />
  16. 16. Social Media Framework Logical Boxes<br />People Needs<br />Who are you Serving? Where are they?<br />What Drives them to Engage with you? <br />Residents<br />Local Business<br />Employees<br />Residents<br />Local Businesses<br />Employees<br />Why We Exist<br />Mission <br />Vision<br />Core Values<br />Strategic Goals<br />Financial Sustainability <br />Improved Customer Service – more support at no additional cost<br />More Efficient Processes<br />Lower Costs<br />How We do It<br />Communicate<br />Make (Services delivered)<br />Listening<br />Talking (Informing)<br />Supporting<br />Supporting Activities<br />Energising/engaging<br />Building Blocks<br />Technology (Tools)<br />Finance (Budget)<br />People (internal)<br />Leadership<br />Culture<br />Skills +Training<br />Standards &<br />Policies<br />Social Media Policy<br />Response Guide<br />Risk Mgmt<br />16<br />Data and Information<br />
  17. 17. Roadmap<br />Commitment and Leadership Steering Group<br />Adopted by business:<br />Person Responsible and One Page Plan for each tool<br />- Social Media Policy<br />- SM Awareness and Training<br />- Facebook<br /><ul><li>CEO Blog
  18. 18. -Mayoral Blog</li></ul>- Twitter<br />- Yammer<br />Y/N<br />Ideas (Prioritised) <br />Y/N<br />Working Group (cross-dept) <br />Y/N<br />Y/N<br />
  19. 19. Wiki<br /><ul><li>Improved collaboration
  20. 20. Better information sharing
  21. 21. No email trail with multiple document versions
  22. 22. Less paper
  23. 23. No IT overhead</li></li></ul><li>Social Media Policy and Response Guide<br /><ul><li>Parameters on how to behave online
  24. 24. Parameters on what can be said about the organisation
  25. 25. Guidelines on how to respond to comments and opinions</li></li></ul><li>CEO Blog<br /><ul><li>Shows Leadership commitment
  26. 26. Direct line of communication to the CEO for employees
  27. 27. Parameters on what can be said about the organisation
  28. 28. Guidelines on how to respond to comments and opinions</li></li></ul><li>Facebook<br /><ul><li>Timely updates (e.g. floods)
  29. 29. Community feedback and engagement
  30. 30. Interactive content</li></li></ul><li>Yammer<br /><ul><li>Improved idea sharing and innovation
  31. 31. Mobile communication
  32. 32. Improved communication </li></li></ul><li>Use of Skype With Elderly<br /><ul><li>Empowerment of elderly
  33. 33. Time saving
  34. 34. Fostering friendships and engagement with the City</li></li></ul><li>Skype meetings and iPads<br /><ul><li>Improved communication
  35. 35. Reduced travel time
  36. 36. More productivity</li></li></ul><li>Coming soon or in prototype…<br />LinkedIN<br />Mayoral Blog<br />YouTube/Video<br />Twitter<br />Haveyoursayday.com<br />Department specific - strategies<br />Training, awareness and more training!<br />
  37. 37. Outcomes<br />Early days but…<br />More timely information to residents<br />More engaged residents<br />More engaged employees<br />Improved cross-departmental communication<br />Reduced travel costs<br />More productive employees<br />
  38. 38. How does your strategy stack up?<br />Take a few minutes today to complete the 20 questions on the checklist provided.<br />This will provide you with an understanding of where the current strengths and weaknesses of your strategy are.<br />Also available at www.symphony3.com/finpro<br />
  39. 39. Conclusion<br />Social Media is<br />Strategic use of Facebook and Twitter and a whole lot more<br />Tools the whole community will use and its here to stay<br />An enabler:<br />It will make you more efficient (internal use)<br />It will allow you to reach your community much more effectively<br />You need to<br />Embrace it<br />Integrated it into your day to day operations<br />Adopt a strategic approach<br />Get Engaged!<br />
  40. 40. Questions?? <br />In person or<br />www.symphony3.com/finpro<br />Facebook.com/symphony3<br />Twitter @symphony3think<br />