The Rise of Social Government
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This webinar presents promising practices from, "The Rise of Social Government," a report from the University of Pennsylvania's Fels Institute of Government, based on a survey of over 100 cities and 20 in-depth interviews with government administrators about their uses of social media.
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The Rise of Social Government
- 1. The Rise of Social Government May 8, 2012 Presented by: Made possible by:
- 2. Maximizes direct connections with Knowledge network across all the public through digital levels of Government communications. • Prominent in the U.S. and • More than 500 public sector International organizations manage their digital communications though GovDelivery • 50,000+ Members • More than one billion messages are sent quarterly by government • Specialized Communities with agencies through GovDelivery 6 different topics: i.e. Communications and Technology • 30,000 people sign up every day www.govloop.com through GovDelivery to receive digital messages from the government 2
- 3. Today’s Presenters Eric Rabe Katherine Parker Lauren Hansen-Flaschen
- 4. About the Fels Institute of Government • Fels: Since 1937 preparing graduate students for leadership in city, state and federal government. • Research & Consulting brings expertise of professionals and creativity of grad students to public problem-solving • 1,400 projects over 75 year history
- 5. Today’s Webinar Topics • Key Findings & Promising Practices Local Government Use of Social Media Social Media as a Service Monitoring Social Media • Questions & Answers
- 7. What Defines Social Media? Social Media is... • Interactive...not Authoritative • Personal...not Institutional • Narrowcast through networks...not broadcast • Used by 47% of American adults (2011 Pew Research Center)
- 8. 2009 Social Media Report • Face your fears • Manage • Get your team straight • Build your audience • Find your voice • Self-evaluate • Get started
- 9. 2011 Report: What We Studied • Most comprehensive study so far of Social Media in local government • 108 surveyed cities & 21 in-depth interviews (summer 2011) • Identifies data, case studies and promising practices • Available for Free download from the Fels website in May 2012
- 10. What We Found • Social Media is growing despite tight budgets • Cities use Social Media to meet core operational goals • Not just for communications anymore • Cities are actively monitoring Social Media Fels Research, 2011
- 11. Local Government Use of Social Media Twitter and Facebook lead the pack … but mobile applications are gaining speed 0 20 40 60 80 100 Percent Adopting Social Media Tool Fels Research, 2011
- 12. Other Technologies Local Governments Deploy • FourSquare • QR Codes • Mobile apps City of West Palm Beach, Florida. “WPB Connect,” iPhone Screenshot
- 14. Social Media As a Service 90% of cities “use Social Media for an activity other than communications” • Economic Development • Political Engagement/Policy Feedback • Emergency Management • Service Operations/Response Fels Research, 2011
- 15. Implementation: Promising Practices “Government offices report that it is critical to assess new social media before implementing the tools into existing work processes” • Identify objectives • Determine a strategy • Listen to existing conversations • Carefully assess resources • Reach out to peer cities and conduct research
- 17. Monitoring Social Media Activity “Cities are beginning to proactively monitor social media sites for issues, discussions or related information” • 65% of cities report monitoring Social Media on an hourly or real-time basis • Cities monitor: • Demographics • Trending topics • Keywords • Specific conversations • Other organizations Fels Research, 2011
- 18. Monitoring: Promising Practices Monitoring social media can be bolstered through a five step strategy: • Identify a lead person • Diversify the scope or your monitoring • Create a checklist of keywords • Utilize the various technologies available • Be comfortable with trial and error Fels Research, 2011
- 19. Monitoring: Tools to Monitor and Manage Social Media Activities Cities report using a number of social media management tools, including: • Hootsuite • Google Reader • Facebook Insights • Tweetdeck • Addict-o-matic • Mon.itor.us • SeeSemic Fels Research, 2011
- 21. Recap: Social Media Promising Practices Application & Monitoring: Implementation: • Beyond communications • Monitor daily • Setting goals and • Diversify the scope strategies • Consider online tools • Access resources • Experiment & refine • Think mobile Fels Research, 2011
- 22. Q&A
- 23. THANK YOU CONTACT INFORMATION Eric Rabe, Senior Advisor eric.rabe@verizon.net Katherine Parker, Associate Consultant kpparker@sas.upenn.edu Lauren Hansen-Flaschen, Associate Consultant l.hansenflaschen@gmail.com KEY WEBSITES 2009 Fels Social Media report https://www.fels.upenn.edu/sites/www.fels.upenn.edu/files/PP3_SocialMedia.pdf Fels Research & Consulting Website http://www.fels.upenn.edu/social-media-second-edition