The document discusses the state of government social media use in 2017. It outlines changes in user behavior, platforms, and how governments use social media. Key points include the rise of messaging apps and closed social networks as platforms, and governments experimenting with new social media strategies like omni-channel engagement, humor, and community policing. The document provides guidance on how governments can start and adapt their social media use, such as defining audiences, establishing channels, developing plans, implementing experiments, and continuously measuring and adapting practices.

2. State of Government Social Media in 2017
Dustin Haisler, Chief Innovation Officer of
e.Republic / Former ACM & CIO, City of Manor

3. Agenda
Changes in User Behavior
Changes in Platforms
Changes in Use
Around the Corner
How to Start & Adapt

4. User Behavior

10. Changes In Platforms

11. Everything is
social

12. Social platforms have become their own platforms of interactions.

14. The rise of messaging apps.

17. Closed Social Networks

18. Changes In Use

19. Omni-channel
government.

20. New social platform
experiments.

21. Strategic use of
humor.

22. Social media
community
policing.

23. Social media
comprehensive
planning.

24. Laying the social
media foundation.

25. Around the corner.

26. The rise of the
social bots.

28. The rise of Voice UI.

30. The rise of new
experiences.

32. The rise of
service
integration.

34. GOV IS
HERE

35. How To Start & Adapt

36. D E F I N E A U D I E N C E
E S TA B L I S H C H A N N E L SO N L I N E
D E V E L O P P L A N O F A C T I O N
I M P L E M E N T / E X P E R I M E N T
A D A P T I V E S O C I A L E N G A G E M E N T
M E A S U R E / A D A P T
Flickr: webtreats
O F F L I N E

37. D E F I N E A U D I E N C E
E S TA B L I S H C H A N N E L S
D E V E L O P P L A N O F A C T I O N
I M P L E M E N T / E X P E R I M E N T
M E A S U R E / A D A P T
Flickr: webtreats
Y O U R
PA RT N E R S
Y O U R
C U S T O M E R S
Y O U R
E M P L O Y E E S
W H O A R E Y O U T RY I N G T O R E A C H ?
Y O U R TA R G E T

38. D E F I N E A U D I E N C E
E S TA B L I S H C H A N N E L S
D E V E L O P P L A N O F A C T I O N
I M P L E M E N T / E X P E R I M E N T
M E A S U R E / A D A P T
Graphic: Integrity Insurance Background: Flickr: webtreats
W H E R E I S Y O U R A U D I E N C E ?

39. D E F I N E A U D I E N C E
E S TA B L I S H C H A N N E L S
D E V E L O P P L A N O F A C T I O N
I M P L E M E N T / E X P E R I M E N T
M E A S U R E / A D A P T
Flickr: webtreats
W H AT A R E Y O U R G O A L S ?
1. C O M M U N I C AT E I N F O R M AT I O N
2. C O L L E C T F E E D B A C K
3. C R O W D S O U R C E F E E D B A C K
( E X A M P L E S )

40. D E F I N E A U D I E N C E
E S TA B L I S H C H A N N E L S
D E V E L O P P L A N O F A C T I O N
I M P L E M E N T / E X P E R I M E N T
M E A S U R E / A D A P T
Flickr: webtreats
H O W D O Y O U E N G A G E T H E M ?

41. D E F I N E A U D I E N C E
E S TA B L I S H C H A N N E L S
D E V E L O P P L A N O F A C T I O N
I M P L E M E N T / E X P E R I M E N T
M E A S U R E / A D A P T
Flickr: webtreats
E X T E R N A L : Y O U ’ V E B E E N
TA G G E D I N A P H O T O
I N T E R N A L : W H AT D I D I M I S S ?
C L I C K T H E L I N K !
C H E C K P H O N E
L I K I N G , C O M M E N T I N G ,
S H A R I N G , U P L O A D I N G
P I C T U R E S
A D A P T E D B Y D U S T I N H A I S L E R
H O O K M O D E L : N I R E YA L , H O O K E D
FA C E B O O K H O O K
Y O U G E T T O S E E T H E
P I C T U R E
S O C I A L C O N N E C T E D N E S S
( ‘ A C C E S S T O Y O U R T R I B E ’ )

42. D E F I N E A U D I E N C E
E S TA B L I S H C H A N N E L S
D E V E L O P P L A N O F A C T I O N
I M P L E M E N T / E X P E R I M E N T
M E A S U R E / A D A P T
Flickr: webtreats
C R E AT E C U S T O M E R O R
E M P L O Y E E A M B A S S A D O R S A N D
H AV E T H E M T E S T D R I V E T H E
P R O C E S S .
S TA RT S M A L L : D E P L O Y I N
P H A S E S
F I N D N E W WAY S T O
L E V E R A G E Y O U R S O C I A L G R A P H
( C R O W D S O U R C E ! )
1
2
3
I M P L E M E N T / E X P E R I M E N T

43. D E F I N E A U D I E N C E
E S TA B L I S H C H A N N E L S
D E V E L O P P L A N O F A C T I O N
I M P L E M E N T / E X P E R I M E N T
M E A S U R E / A D A P T
Flickr: webtreats
Q U E S T I O N S T O A S K
A R E Y O U R E A C H I N G Y O U R TA R G E T A U D I E N C E ?
A R E Y O U E N G A G I N G Y O U R A U D I E N C E ?
A R E Y O U M E E T I N G Y O U R G O A L S ?

44. D E F I N E A U D I E N C E
E S TA B L I S H C H A N N E L S
D E V E L O P P L A N O F A C T I O N
I M P L E M E N T / E X P E R I M E N T
M E A S U R E / A D A P T
Flickr: webtreats
G O O G L E A N A LY T I C S
S P R O U T S O C I A L
B U F F E R A P P
G E T H E L P !
W I T H
M E A S U R E M E N T