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Online Community Engagement for Government

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Charlie Pownall
Charlie Pownall

Seven principles for governments when using social media to engage citizens and other stakeholders

Government & NonprofitBusinessTechnology
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ONLINE COMMUNITY ENGAGEMENT FOR GOVERNMENT SINGAPORE, HONG KONG | April 2014Charlie Pownall | CPC & Associates Ltd CPC&
Social media seduction © 2015 CPC & Associates Ltd. All rights reserved 2 CPC&
Social seduction? © 2015 CPC & Associates Ltd. All rights reserved 3 CPC&
© 2015 CPC & Associates Ltd. All rights reserved 4 CPC&
© 2015 CPC & Associates Ltd. All rights reserved 5 CPC&
© 2015 CPC & Associates Ltd. All rights reserved 6 CPC&
© 2015 CPC & Associates Ltd. All rights reserved 7 CPC&
What we’re covering today WHY HOW PITFALLS © 2015 CPC & Associates Ltd. All rights reserved 8 CPC&
• Skeptical & vocal customers/stakeholders • Transparency & accountability demands • Service quality expectations • Speed & control • Intermediaries • Gen Y Challenging communications environment © 2015 CPC & Associates Ltd. All rights reserved 9 CPC&
• Raise awareness • Drive/change behaviour • Drive transactions • Forge consensus • Enhance/protect reputation A wealth of opportunities © 2015 CPC & Associates Ltd. All rights reserved 10 CPC&
Government use of social media © 2015 CPC & Associates Ltd. All rights reserved 11 CPC&
1. Listen, listen, listen 2. Focus on those that matter 3. Forge long-term relationships 4. Show, don’t tell 5. Provide context 6. Actively solicit feedback 7. Create sense of ownership 7 principles for online engagement © 2015 CPC & Associates Ltd. All rights reserved 12 CPC&
#1–Listen,listen,listen INSIGHTS & IDEAS RELATIONSHIPS & DIALOGUE RISKS & INCIDENTS 13 CPC&
#2–Focusonthosethatmatter Source: Salter Baxter 14 CPC&
#2–Focusonthosethatmatter RESPOND CO-OPERATE MONITOR ENGAGE -WILLINGNESSTOCO-OPERATE+ - INFLUENCE + 15 CPC&
#3–Forgelong-termrelationships 16 CPC&
#4–Show,don’ttell 17 CPC&
#5–Providecontext 18 CPC&
#6–Activelysolicitfeedback 19 CPC&
#7–Createsenseofownership 20 CPC&
Beware the pitfalls • Rhetoric not matching reality • Pushing too hard • Not listening • Not managing expectations • Not framing discussions properly • Poor moderation • Unprepared for risks © 2015 CPC & Associates Ltd. All rights reserved 21 CPC&
Assessing online reputation risks MODERATE High likelihood, low impact SEVERE High likelihood, high impact LOW Low likelihood, low impact HIGH Low likelihood, high impact -Likelihoodofissue/risk+ - Impact of issue/risk + © 2015 CPC & Associates Ltd. All rights reserved 22 CPC&
Responding to online comments © 2015 CPC & Associates Ltd. All rights reserved 23 CPC&
Recap 1. Listen, listen, listen 2. Focus on those that matter 3. Show, don’t tell 4. Provide context 5. Actively solicit feedback 6. Create sense of ownership 7. Forge long-term relationships 8. Beware the pitfalls and manage the risks. © 2015 CPC & Associates Ltd. All rights reserved 24 CPC&
QUESTIONS? COMMENTS? CPC&
26 THANK YOU CPC & Associates Ltd 3/F Nam Wo Hong Building 148 Wing Lok Street Hong Kong cp@charliepownall.com +852 6013 6201 charliepownall.com @cpownall charliepownall.com© 2015 CPC & Associates Ltd. All rights reserved

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Online Community Engagement for Government

Editor's Notes

  1. http://web.mit.edu/newsoffice/2014/democratizing-data-visualization.html