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Social Media for Governments and Public Service Providers

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Social Media for Governments and Public Service Providers

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Government agencies and public service providers can effectively use social media to increase public collaboration, engagement and participation. This presentation highlights the importance of social media for service providers and introduce tools to maximize their online presence, incorporate social media in marketing strategy and generating ideas for posts/ tweets. The presentation shows examples of what's working and what's not working for the public sector

Government agencies and public service providers can effectively use social media to increase public collaboration, engagement and participation. This presentation highlights the importance of social media for service providers and introduce tools to maximize their online presence, incorporate social media in marketing strategy and generating ideas for posts/ tweets. The presentation shows examples of what's working and what's not working for the public sector

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Social Media for Governments and Public Service Providers

  1. 1. THE EFFECTIVE USE OF SOCIAL MEDIA IN THE PUBLIC SECTOR Ayman Alafifi Utah State University WEAU Mid Year Conference – Salt Lake City Nov. 18, 2014
  2. 2. OUTLINE This is NOT: Social Media 101 This is:  Who’s on social media?  Maximize your virtual presence  Social media for service providers  Social media and marketing strategy  What’s working and what’s NOT!
  3. 3. THE MOTIVE  The 2009 White House Open Government Directive requires all federal government agencies to “open new forms of communication between government and the people.”
  4. 4. WHO’S ON SOCIAL MEDIA http://govsm.com/w/Federal_Agencies
  5. 5. WHO’S ON SOCIAL MEDIA
  6. 6. Utah ranks 2nd nationwide in e-governance in 2013
  7. 7. VIRTUAL PRESENCE  Social media is step 2!  SEO friendly website  Social media friendly website  Increase discovery, search ability
  8. 8. SOCIAL MEDIA-FRIENDLY WEBSITE  Links to social media hubs  Real-time feeds  Easy to share
  9. 9. SOCIAL MEDIA FOR SERVICE PROVIDERS  It’s not about quantity! Who will answer your social media phone?  It’s beyond status updates - It’s about people you serve  First impression (profile picture, cover page, contact info)
  10. 10. City of Logan @cityoflogan
  11. 11. GOALS FOR YOUR AUDIENCE: 3E’S  Educate  Entice  Engage
  12. 12. EFFECTIVE?
  13. 13. MARKETING STRATEGY  Having an account is not a strategy!  Know you audience. How?!!  Integrate into your marketing/ PR plan  Who do you need to tag/ follow/ like:  Influencers: popular/ powerful people (e.g. Mayor, State Rep, City Council)  Advocates: who help you get the message out (e.g. KSL, news agencies)  Contributors: others who endorse your content (WEAU, WEF)
  14. 14. WHAT YOUR AUDIENCE WANT  Top calls for service  Emails/ Live chat help service  Google Analytics
  15. 15. TWITTER  Short messages (140 characters)  More formal  Link with Facebook! 1 2 3
  16. 16. EXAMPLE
  17. 17. USING HASHTAGS Do:  One or two hashtags per tweet.  Only hastags that fit the content and used by other users. Don’ts:  #Do # Not #Hashtag #every #word #in #your #tweet.  Don’t string together as many popular hashtags as possible to receive attention.  #DontUseMadeUpHashtagsThatMakeNoSense
  18. 18. RIDE THE TRENDS  Search for hashtags and read feedback  Attention spans are very short! Trends don’t last very long. Engage quickly.
  19. 19. SET UP ALERTS Twitter Alerts
  20. 20. OUT OF IDEAS? Set up Google Alerts:  “Central Weber Sewer Improvement District”  membranes wastewater,  WEFTEC
  21. 21. OUT OF IDEAS?  Cover events live (post tweets, pictures, etc.) #WEFTEC14  Break down a report (strategic plan) to a list of tweets/ posts
  22. 22. ONE HUB.. MULTIPLE PLATFORMS
  23. 23. EVEN EASIER
  24. 24. POLICY?  Review existing social media policies  Your page/account = your responsibility!  Monitor for:  Language and tone  Copyright and intellectual property  Privacy control  Protection of proprietary and confidential info
  25. 25. WHAT WORKS?  Make it personal! Post questions and illicit responses. Engagement is KEY  Answer that phone  Use pictures, videos (informative, educational, humorous)  Find trending hastags and USE them  Create Google Alerts and use Twitter Alerts  Run surveys: use crowdsourcing tools to gather market data  Do a G+ hangout with the officials.
  26. 26. THANK YOU (435)881-0541 ayman.alafifi@gmail.co m fb.com/ayman.afifi @aymanalafifi linkedin.com/in/aymanalafifi

Editor's Notes

  • In response, agencies quickly adopted a wide range of social media platforms, such as blogs, wikis, webcasts, and social networking sites, that have become popular channels to increase participation, transparency and collaboration of government agencies with the public.
  • After Oregon
    http://spaa.newark.rutgers.edu.
  • (air quality, water quality)
  • ×