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Government Citizen Engagement Survival Guide

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Presented by GovLoop & RightNow Technologies this is the GovLoop Training - Citizen Engagement Survival Guide - 5 Ways to Use Social Media to Engage Citizens

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Government Citizen Engagement Survival Guide

  1. 1. Citizen Engagement Survival Guide: 5 Ways to Serve Citizens in Today’s Social Media Culture August 25, 2010 Brought to you by:
  2. 2. Today’s Speakers Steve Ressler President and Funder GovLoop John Kembel VP, Social Solutions RightNow Dan Munz Center for New Media and Citizen Engagement U.S. General Services Administration
  3. 3. Housekeeping <ul><li>At any time during the next hour, if you would like to submit a question, just look for the &quot;Ask a question&quot; console. The presenters will field your questions at the end. </li></ul><ul><li>If you have any technical difficulties during the Webinar, click on the Help button located below the slide window and you’ll receive technical assistance. </li></ul><ul><li>And finally, after this session is complete, we will be e-mailing you a link to the archived version of this Webinar, so you can view it again or share it with a colleague. </li></ul>
  4. 4. Citizen Engagement Survival Guide: 5 Ways to Serve Citizens in Today’s Social Media Culture Steve Ressler GovLoop, Founder & President August 25, 2010
  5. 5. KNOWLEDGE NETWORK MISSION: “Connect Government to Improve Government” 30,000 Members …and growing rapidly
  6. 6. <ul><li>Do-Gooder: 3rd Gen Public Servant, DHS Fellow, Multiple Gov Agencies </li></ul><ul><li>Innovator: Co-Founder, Young Government Leaders </li></ul><ul><li>Award Winner: 2006 Rising Star Award, 2007 Fed 100 Winner </li></ul><ul><li>Speaker: 25+ Conferences, Brookings, Harvard Kennedy School </li></ul><ul><li>Author: Wikinomics , Federal Times , Public Manager </li></ul><ul><li>Athlete: Used to be good at golf – 3 rd in State </li></ul><ul><li>Scholar: Miami (OH) and UPenn </li></ul><ul><li>Gentleman: Likes Cats and Babies </li></ul>My Story
  7. 7. When you hear the term social media?
  8. 8. Does it feel like this?
  9. 9. Or not.
  10. 10. Social media penetration and pace <ul><li>Social networks and blogs = 4th most popular online activities (eclipsing even personal email). </li></ul><ul><li>~10% of all time spent on the Internet = social media sites.  </li></ul><ul><li>Radio = 38 years to reach 50 million listeners TV = 13 years Internet = 4 years = 9 months to get to 100 million users (just topped 500 million) </li></ul><ul><li>= 80% of companies will use as primary tool </li></ul><ul><li> = ~75 billion video streams , ~375 million unique visitors </li></ul><ul><li>= ~20 million unique visitors/month (just passed 1 billion messages) </li></ul><ul><li>Source: http://econsultancy.com/blog/4402-20+-more-mind-blowing-social-media-statistics </li></ul>
  11. 11. <ul><li>New Medium, Same Human Desires </li></ul><ul><li>Everyone wants to see the new baby </li></ul><ul><li>Visiting in Person </li></ul><ul><li>Print photos </li></ul><ul><li>VHS videos </li></ul><ul><li>Online photos – Snapfish, Picasa </li></ul><ul><li>Facebook – Baby photos, videos </li></ul><ul><li>Skype Video </li></ul>
  12. 12. <ul><li>Citizens- New Medium, Same Desires </li></ul><ul><li>Everyone wants to engage citizens </li></ul><ul><li>Feedback - In-Person Townhalls, Surveys </li></ul><ul><li>Disseminate Information </li></ul><ul><ul><li>Road signs, ads in newspapers, newsletters </li></ul></ul><ul><li>Access for All </li></ul><ul><ul><li>Cable, 508 compliant </li></ul></ul>
  13. 13. Integrated Engagement Approach Brochures Catalogs Course Excerpts Website Content TV Advertisements Video Content GS Connect Clips Event Photos Web Ads Magazine Ads Radio Ads Audio Content Events/Conferences Customer Service Sales Traditional Content Vehicles “ Conversation” Vehicles The Destination INSERT YOUR WEBSITE HERE
  14. 14. 5 Ways to Serve Citizens 1 -Provide timely, immediate, and compelling information 2 -Provide information in their medium choice 3 -Give them the ability to provide input 4 -Give the ability to request service in a variety of format 5 -Put a human face to government
  15. 15. Who’s Doing It?
  16. 16. It’s Time To Get Going
  17. 17. Finding the #WIN in Citizen Engagement Dan Munz Center for New Media and Citizen Engagement U.S. General Services Administration August 25, 2010
  18. 18. <ul><li>I’m Dan Munz </li></ul><ul><li>(@ dan_munz ) </li></ul>
  19. 19. <ul><li>I work at the GSA Center for New Media and Citizen Engagement </li></ul><ul><li>(@ GovNewMedia ) </li></ul>
  20. 20. <ul><li>The Center strives to be an incubator and accelerator for government-wide new media and citizen engagement technologies, tools, practices, and policies. </li></ul>
  21. 21. <ul><li>Our mission: </li></ul><ul><li>Government  People </li></ul><ul><li>People  Government </li></ul><ul><li>Efficient & Effective </li></ul><ul><li>(Simple!) </li></ul>
  22. 22. We’re Working On… <ul><li>Ideation and Crowdsourcing </li></ul><ul><li>Contests and Challenges </li></ul><ul><li>Apps.gov NOW </li></ul><ul><li>Engagement Strategy </li></ul><ul><li>Market Research </li></ul><ul><li>Legal and Policy </li></ul><ul><li>Accessibility and Usability </li></ul><ul><li>Terms of Service with New Media Providers </li></ul><ul><li>Building Community and Sharing Best Practices </li></ul><ul><li>Connecting to the Vendor Community </li></ul>
  23. 23. <ul><li>Challenge.gov </li></ul><ul><li>Bringing together citizens and government around our nation’s toughest challenges. </li></ul><ul><li>Launching in September. </li></ul>
  24. 24. Today’s session
  25. 25. Survival = Not Fun
  26. 26. Not sustainable .
  27. 28. Closed Government vs. Open Government
  28. 29. “ Webinar” vs. Discussion
  29. 30. One-Way = Not Good Enough
  30. 31. What does a two-way government look like?
  31. 32. <ul><li>Responds on a “human being” scale of time (because that’s the scale its customers work on) </li></ul><ul><li>Puts information where people are looking (because anything else is a waste of time) </li></ul><ul><li>Constantly seeking meaningful feedback (because it knows the value of others’ ideas) </li></ul><ul><li>Delivers services how and when they’re needed (because demand isn’t always predictable) </li></ul><ul><li>Acts like it’s operated by fellow human beings (because it is) </li></ul>
  32. 33. This is unnatural . (That’s why you need a survival guide to do it.)
  33. 34. 1. Mind the gaps (in law and policy)
  34. 35. 2. Empower your skeptics, but own your risk.
  35. 36. 3. Build a process , not a website .
  36. 37. 4. Connecting with people is good. Connecting them with each other is better.
  37. 38. 5. Screw around online. (Effectively!) credit: @levyj413
  38. 39. <ul><li>Thank you! </li></ul><ul><li>@GovNewMedia (work) </li></ul><ul><li>@dan_munz (personal) </li></ul>
  39. 40. Virtual Panel Steve Ressler President and Funder GovLoop John Kembel VP, Social Solutions RightNow Dan Munz Center for New Media and Citizen Engagement U.S. General Services Administration
  40. 41. RightNow : Government’s Leading Provider of Secure Cloud-Based Customer Experience Solutions Cloud Leadership - SaaS <ul><ul><li>Multi-Tenant/Multi-Version infrastructure </li></ul></ul><ul><ul><li>DIACAP, HIPPA, SAS70 II, NIST 800-53 Mod </li></ul></ul><ul><ul><li>1,900 clients, 500M customer records </li></ul></ul><ul><ul><li>2.5 billion customer interactions / year </li></ul></ul><ul><ul><li>Public company (NASDAQ: RNOW) </li></ul></ul><ul><ul><li>16 worldwide offices (government in VA) </li></ul></ul><ul><ul><li>~900 employees (~60 for Public Sector) </li></ul></ul><ul><ul><li>~170 government clients (18% of revenue) </li></ul></ul>Global Operations John Kembel <ul><li>VP Social Solutions, RightNow </li></ul><ul><li>Founder & CEO of HiveLive (acquired byRightNow) </li></ul><ul><li>Consulting Associate Professor & Strategy Board Member for HassoPlattner Institute of Design at Stanford (“d.school”) </li></ul>Customer Experience (CX) Experts
  41. 42. <ul><li>Audience Q&A </li></ul>

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