Social Media And The Gov’t: A Brief Introduction


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I use this slide show with everyone: senior managers, staff, workshops, and conferences.

The talk is intentionally high-level, focusing on issues relevant to this audience, as opposed to providing detailed strategy or demonstrating specific tools.

When I present, I go into more detail than what's on the slides and share relevant stories.

Published in: Social Media, Technology, Business
  • Jeffrey - well said - your comments map to what I'm getting from City, County managers.
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  • Stephanie: what I mean is that making money isn't usually the best reason to use social media tools, and even in gov't, saving money isn't usually the best reason.

    Rather, 'return on engagement' is a better goal. That is, how much are people talking about your agency, sharing your multimedia, joining your discussions, etc. for how much effort you're putting into it?

    I say 'usually' because in some narrow cases, monetary return on investment isn't such a bad thing, like having a contest to develop apps using your raw data, where you can estimate the value of the developer time spent in creating those apps. Or a video contest.
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  • Wondering if you could elaborate on 'ROI is usually the wrong question'?
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  • Good comment - thanks for expanding on the basic bullets! I use slides as launching pads, not complete sets of information. So when I deliver this presentation, I mention many specifics like these. Recruitment in particular is a favorite of mine.
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  • Well done but let's take tthe 'what' a little further: wrap the appropriate apps into a business service focused on customers objectives or problems instead of the hit or miss picking and choosing the right 'whats'. Those problems may be part of one or many business processes – everything from consumer facing interactions leading directly to revenue to involvement in entertainment experiences to customer loyalty to employee retention and recruitment, and product life-cycle management or to drive impression based ad revenue, to participation in public policy decisions and decision support. They are problems often shared across industries that lend themselves to repeatable solutions. Agencys needs are dynamic – not static – and since they change, require different business services at different points in time. That Is the point of having a platform that provides a business with multiple and every changing solution sets.
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Social Media And The Gov’t: A Brief Introduction

  1. 1. Social Media and the Gov’t: A Brief Introduction Jeffrey Levy Chief of E-Communications US Citizenship and Immigration Services Rev 2/16
  2. 2. Three Levels of Understanding • What is this stuff? • Why would gov’t use it? • How do we get going? Where are you?
  3. 3. Breaking the Ice • Personally or professionally, who has hands-on experience posting to: – Twitter (anyone live tweeting this workshop)? – Facebook? – Other social networking sites? – Photo sharing? – Video sharing? – Document or slide deck sharing? – Wiki? • Think of and share one word about feelings the words “social media” create in you
  4. 4. What is Social Media?
  5. 5. Social Media! Live Q&A Participatory Video Compilation Shared Experiences Collective photo galleries News delivered where it can be shared Crowdsourced ideas Multiway video chat Job info market Information resource creation
  6. 6. What is Social Media? Anything online other than static content where the provider posts and the viewer absorbs
  7. 7. Four Things to Remember • Social media is free like a puppy is free. • Social media is a set of tools. Don’t throw out the old just because you get something new. • We’re in the first pitch of a baseball game. • An expert is someone who knows one thing more than you do.
  8. 8. What? • Interaction (comments, photos, videos) • Collaboration (internal and external) • “Force Multiplier” through sharing • Tools for adults • The way business is now done
  9. 9. Why? • Mission, mission, mission – So keep using older tools, too • It’s where the people are – 1,000,000,000s of daily YouTube views – 1,600,000,000 active Facebook users • More direct connection to people • We’re 20,000, they’re 300,000,000 • Chance to hear what others are saying • Competitive advantage
  10. 10. How? • It’s culture, not a tech issue • Trust: employees, the public • Develop some strategy, but not 400 pages – Understand terms of service issues • Experiment • Define tool-specific measures of success – It’s all about engagement – Return on investment is (usually) the wrong question
  11. 11. How? (cont’d) • Be ready to fail (fast, small) • Be ready to succeed – Always ask “what’s next”? – Teach! • Embrace criticism (it’s almost all useful) • Accept that odd things will happen • Know the policy and governance framework • Acknowledge that fear, confusion, wonder, excitement are all normal
  12. 12. Number One Recommendation LEARN
  13. 13. How to Learn • DigitalGov: our own federal resource from GSA • Gov’t Social Media Community of Practice – • Try it! – Twitter (to start, just follow people) – Facebook (try everything) – Post videos to YouTube, photos to Flickr or Instagram
  14. 14. How to Convince Your Boss • Mission: use gov’t words, not technologies – Not Twitter: “connecting with our stakeholders” – Not YouTube: “video where people can find it” • Stay high-level, not technical • Explain this is now normal • Model on others before you
  15. 15. How to Start Projects • Review the stuff about culture • Thicken your skin • Start small, grow over time • Go to lunch with: – Your IT folks – Your attorneys – People who have found success
  16. 16. Contact Me • Email: • Phone: 202-272-2997 • Twitter: • Slide presentations: