The document discusses using social media, such as Facebook, Twitter, YouTube and LinkedIn, to connect with clients and deliver services online through self-help solutions, smart assistants, online assessments, live chat and mobile apps. It addresses why social media is needed, what goals organizations should set, which tools may help meet those goals, and barriers to using social media, such as skills, capacity and including the digitally excluded.
2. Digital Service delivery
• Self-help solutions
• Smart Assistants
• Online assessments
• Live Chat
• Mobile device apps *
• Social Media *
3. ICE BREAKER
• Name, job, one thing from today
• Questions you may have?
• Using social media to connect with socially,
financially, digitally disenfranchised clients?
• Impact on the way we deliver services?
• Examples of advice organisations using
social media?
5. “ Social media…is
about pursuing
relationships and
fostering
communities.
Paul Adams, Google
http://thinkoutsidein.com/blog
6. “
Social media
just now reached
such a critical
mass, it‟s too
hard to ignore.
You don‟t want to be
„that guy‟ who refuses to
adapt to change and
loses touch with reality.”
JuliaRoy
http://juliaroy.com
7. Social media is the vehicle
by which men have finally
decided it‟s cool – and
valuable – to open up,
share, make friends and
have conversations.
(Women have know this for
eons.)”
Diane Hessan
http://Communispace.com
8. Social media is online media
that starts conversations,
encourages people to pass it
on to others, and finds ways to
travel on its own.
Idealware
http://www.idealware.com
11. Why social media
• huge and still growing
• cost-effective way to engage
• complements your existing comms
• Driving traffic, increasing supporters
• effective at some things, less effective at
others
12. ....if Facebook
were a country, it
would be the third
most populated in
the world, ahead
of the United
States.
Only China & India are more populated
13. ONE-
THIRD.
The proportion of women aged 18-34 who check
Facebook when they first wake up – even before going
to the bathroom.
22. Facebook
• Driving traffic to website
• Moving people to take action – advocate,
volunteer
• Less success with direct fundraising
• Resource: min. 2 hours per week
23.
24. Twitter
• Connect with like-minded organisations and
people
• Cultivating new connections
• Huge reach, quickly
• Resource: min. 2 hours per week
25.
26.
27. Online video
• Video can be compelling
• Start conversations, spreading the word,
hosting user content, host a video channel
• Driving traffic to your website
• Resource: min. depends on what you plan to
do
29. Flickr
• Tells a story and moves people to take action
• Driving traffic to main website
• Resource: min. event specific, but new content
helps
30.
31. LinkedIn
• Recently passed 100m users
• Professional networks
• Connecting with like-minded people
• Good fit for those supporting people in their
jobs
• Resource: min. 2 hours per week
32.
33. FourSquare
• Location based
• Crowd sourced
• Driving traffic, both online and in person
• Building personal relationships
• Spreading the word
34.
35. Other tools
• Google+ - grown quickly, non-profit potential
unclear
• Ning – start your own online community
(NAVCABoodle)
• Blogs – content is everything
42. BARRIERS TO USING SOCIAL
5. Barriers
MEDIA…
• Skills
• Capacity
• Change factors
• Social media tools
• Strategy
• Inclusion of digitally excluded
43. Which tools?
Hours per week you Max. number of social
can commit to social 2 media channels you
media can support
Goal #1 Goal #2 Goal #3 Content: Expertise: Total Rank
how easy will how easy to get
it be for you staff up to
to produce speed?
the necessary
content?
Facebook
Twitter
LinkedIn
Youtube
45. Where to start…
Digital Story Telling
http://ictknowledgebase.org.uk/digitalstorytelling
Social Media Planning Guides
www.idealware.org/
Common Craft
www.commoncraft.com
SocialSource Commons
https://socialsourcecommons.org
47. Credits
This presentation is remixed and adapted from “What
the F**K is Social Media” by Martha Kagan of
espresso.com under Creative Commons Licence
Attribution-Non-Commercial 2.5, and added to with
nuggets of our own received wisdom (yes, really).
All images are from iStockphoto.com unless
otherwise acknowledged.
http://creativecommons.org/licenses/by-nc/2.5/
Editor's Notes
The key question for most nonprofits is not whether social media can be useful—clearly, it can—but rather, how useful, how much time and effort is it likely to take, and what’s reasonable to expect in terms of a return on your time?
It’s huge and still growing.Social media compliments existing media not replaces it.Compliments your existing media – drives traffic to website, newsletter, bulletin, etc
Facebook 845mChina 1.3bn, India 1.2bn, USA 313m
In Idealware’s 2011 Facebook survey, over 70 percent of respondents had succeeded in bringing new supporters to their events, and 66 percent of advocacy organizations had gotten their Facebook fans to take some type of action, like signing a petition. Limited success with direct fundraising. More success with direct action.